Vibhor Vyas
Manager of Training at Sheela Foam Ltd- Claim this Profile
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Bio
Credentials
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ISEFP
Idea Cellular LtdAug, 2006- Nov, 2024
Experience
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Sheela Foam Ltd
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India
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Consumer Goods
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100 - 200 Employee
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Manager of Training
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May 2023 - Present
Sheela Foam Ltd. is the Largest Polyurethane Foam Manufacturer in Asia Pacific with footprints in India and Australia and also the largest manufacturer of mattresses in India under the renowned brand name Sleepwell. Sheela Foam Ltd. is the Largest Polyurethane Foam Manufacturer in Asia Pacific with footprints in India and Australia and also the largest manufacturer of mattresses in India under the renowned brand name Sleepwell.
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Bharti Learning Systems Limited
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India
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Professional Training and Coaching
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1 - 100 Employee
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Group Manager
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May 2017 - Jun 2023
Training and Content Lead Collaborate with leaders, represent L&D, understand their business requirements and propose appropriate learning solutions Conducting Training Need Analysis Strategic planning and implementation Content and training delivery conceptualization with content experts and the training specialists Team handling and curriculum design Establishing and maintaining schedules and deliverables Attending reviews and demos, schedule and perform… Show more Training and Content Lead Collaborate with leaders, represent L&D, understand their business requirements and propose appropriate learning solutions Conducting Training Need Analysis Strategic planning and implementation Content and training delivery conceptualization with content experts and the training specialists Team handling and curriculum design Establishing and maintaining schedules and deliverables Attending reviews and demos, schedule and perform usability tests with content experts and the training specialists Delivering Train The Trainer and end user Trainings for various programs Training and content management for PAN India partner employees
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Deputy Manager
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Apr 2014 - May 2017
Training and Content Understanding Training Needs Programs construction from job task analysis process Building an effective training and content framework for the business Providing training solutions for different LOBs Training solutions are majorly for Customer Service, Soft Skills, Behavioral, Cross Selling, Up-Selling, Mobility and Data Products, DTH Services, Payments Bank, Standard Operating Procedures (SOP), Systems, Applications and Software Project… Show more Training and Content Understanding Training Needs Programs construction from job task analysis process Building an effective training and content framework for the business Providing training solutions for different LOBs Training solutions are majorly for Customer Service, Soft Skills, Behavioral, Cross Selling, Up-Selling, Mobility and Data Products, DTH Services, Payments Bank, Standard Operating Procedures (SOP), Systems, Applications and Software Project management, development, implementation and facilitation of active learning programs for instructor led programs Managing the training content and documentation process Planning training needs and its execution for end users Creation and delivery of Soft Skills, Behavioral, Product and Process trainings
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Idea Cellular Ltd
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India
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Telecommunications
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700 & Above Employee
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Assistant Manager Training and Quality
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Jul 2012 - Apr 2014
Training - Managing training for Idea and PAN India partner employees - Delivering training to In-house zonal employees - Delivering Train The Trainer Programs (Customer Service, Soft Skills, Behavioral, Cross Selling, Up-Selling) - Development and delivering Professional Selling and Tele selling Skills for Outbound Contact Centers - Delivering Corporate based Professional Retention and Collection programs - VAS Importance & Awareness - Training sessions for VAS Promoters… Show more Training - Managing training for Idea and PAN India partner employees - Delivering training to In-house zonal employees - Delivering Train The Trainer Programs (Customer Service, Soft Skills, Behavioral, Cross Selling, Up-Selling) - Development and delivering Professional Selling and Tele selling Skills for Outbound Contact Centers - Delivering Corporate based Professional Retention and Collection programs - VAS Importance & Awareness - Training sessions for VAS Promoters and Agents for VAS Promotion - ‘Quality Legends’ – Training program to enhance quality on calls to give the customers better response and effective resolutions in a professional manner Quality - Managing Showroom Audits - Customer Satisfaction (CSAT) – Coordinating with external CSAT team, CSAT Analysis, Identification of Improvement areas, Action planning and implementation Training and Quality Initiatives - Conducted Customer Satisfaction Survey for UPW to identify challenges and prepare resolution plan related to - o Channel Partners and Retailers in concern with company’s Post Paid and Pre Paid Processes, their respective Helpline Response and Resolutions o Territory Sales Executives, Prepaid Managers and Prepaid Distributors in concern with Company’s processes regarding Stocks, Claims, Offers, Systems, Documentation, Trainings, Market Competition Activities o IDEA Helpline response in terms of Connectivity, Information, FCR, Telephonic Behavior w.r.t other Operators (Airtel, Vodafone, BSNL, Reliance and TATA) Training Attended - Certification in Facilitation Skills - Green Belt - Training on Adult Learning Principles
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Senior Executive Training and Quality
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Jul 2010 - Jun 2012
Training - Analyzing Training Need and planning training deliverables - Conducting Train The Trainer programs for Inbound and Outbound Partner Trainers (Customer Service, Mobility and Data Products, Standard Operating Procedures (SOP), Systems, Applications, Software) - Conducting field training for Trainers and Service Managers in different locations for showrooms and Customer Convenience Centers (UPW and Uttaranchal) - Conducting various Training and Feedback Programs with… Show more Training - Analyzing Training Need and planning training deliverables - Conducting Train The Trainer programs for Inbound and Outbound Partner Trainers (Customer Service, Mobility and Data Products, Standard Operating Procedures (SOP), Systems, Applications, Software) - Conducting field training for Trainers and Service Managers in different locations for showrooms and Customer Convenience Centers (UPW and Uttaranchal) - Conducting various Training and Feedback Programs with different Partners - Conducting Soft Skills Training for Frontend Advisors to develop customer handling etiquettes - Regional Sales Team Product and Skills training Quality I. Professional Response Behavior – Backend Audits II. Professional Mailing Behavior – Email Desk Audits III. Professional Telephonic Behavior – Call Center calls Audits IV. Professional Interaction Behavior – Showroom Audits - Customer Satisfaction (CSAT) – Coordinating with external CSAT team, CSAT Analysis, Identification of Improvement areas, Action planning and implementation - Process Improvement – Identify the scope of improvement, analyzing its impact, implementation and compliance Training and Quality Initiatives - Knowledge Portal management - IDEA Website Audit - Automation and CRM launch support with Live Testing of different supporting systems - Designing of SOPs and training modules for the same - Designing FAQs for various systems, applications and processes Training Attended - Yellow Belt - Certified Trainer Siebel application CRM - Customer First (Customer Service Workshop)
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Executive Training and Quality
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Jan 2008 - Jun 2010
Delivering Training to : - Front-end Advisors Idea Service Center in UP West & Uttaranchal. - Contact Center Advisors (PAN India partners). - Backend teams for resolution - Email Desk Advisors (Customer Service, Mobility and Data Products, Standard Operating Procedures (SOP), Systems, Applications, Software, Soft Skills, Behavioral, Cross Selling, Up-Selling)
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Call Center Representative
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Aug 2006 - Dec 2007
- Obtaining customer information by answering phone calls; verifying information. - Determining eligibility by comparing customer information to requirements. - Informing and explaining procedures; answering questions; providing information. - Maintaining and improving quality results by adhering to standards and guidelines; recommending improved procedures. - Updating job knowledge by studying new product descriptions; participating in educational opportunities. - Accomplishing… Show more - Obtaining customer information by answering phone calls; verifying information. - Determining eligibility by comparing customer information to requirements. - Informing and explaining procedures; answering questions; providing information. - Maintaining and improving quality results by adhering to standards and guidelines; recommending improved procedures. - Updating job knowledge by studying new product descriptions; participating in educational opportunities. - Accomplishing organization mission by completing related results as needed.
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Education
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2008 - 2012
Symbiosis institute of Management Studies
Master of Business Administration (M.B.A.), Business Administration, Management and Operations -
2003 - 2004
Awadesh Pratap Singh University, Rewa
PGDBM, Business Administration and Management, General -
1992 - 1996
St. Thomas School, Meerut
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