Summary

·IT engineer with a wide range of experience spread over 11 years in BPO sector

·Versatile profile – providing End to End training and Quality solutions to internal and external customers for Voice and Non Voice businesses supporting all 3 channels i.e. Phone, Email and Chat

·Substantial knowledge of Training and Quality along with Operations, Sales, Recruitment's, Transitioning, Auditing, Solutions and Delivery Excellence Exposure 

Work History

Work History
Apr 2011 - Present

Manager Training

Concentrix (Formerly IBM GPS)

KEY RESPONSIBILITY AREAS

·Handling end to end Training and Quality Requirements for IBM - IV Clients

·Planning training for New (Induction training/Product and Process Training/Domain Training/Nesting or On Job Trainings) and Existing (Refresher trainings/OD trainings) employees

·Content Development

·TNA and TNI

·Change Management and Leadership Development

·Reporting and Data Analysis

·Continuous Improvement and Delivery Excellence

·Driving Lean and Sigma Projects

·Defining and Structuring Processes (Creating SOP’s and BPMS) based on CMM Framework

·Selection and Certification of Trainers & Quality Analyst

·Planning and Scheduling - Calibration, Gauge RnR and RTR

·Conducting Audits (Work place security/Transitioning/Business)

·Attending Business Reviews and Represent Training and Quality function to Internal and External Clients

·Competency and Performance Management

·Setting up Governance structure to ensure Delivery Accuracy and Audit Readiness

·Risk Identification and Mitigation

·Attrition Management and Cost Optimization

VALUE ADDS AND ACHIEVEMENTS

·Maintaining an overall Green Scorecard for all Training and Quality SLs for over 14 months

·Bringing Account out of Critical Situation by standardizing processes and practices

·Running and Supporting CSR (Corporate Social Responsibilities) activities

·Led “Career Pathing” Project - Developing and Tracking career progression of over 400 employees

·Spearheading several LCR and Domain based training Six Sigma Green Belt Projects

·Awarded the “Torchbearer of IBM Values” award in Q4 2011 and “Manager who shines” award in Q3 2012

·Selected as Top Talent - IBM 2013

·Top Rated employee for the performance year 2013 in Dec 2013

Clientele (Business Type) Handled Healthcare – Cigna, United Health Group, Aetna (Back office)

                                                   Insurance – Harleysville (Back office)

                                                   Banking – CITIBANK (Back office)  Other Accounts Supported– Yahoo! & Cisco

Mar 2004 - Apr 2011

Manager Training

Serco, India

KEY RESPONSIBILITY AREAS

  • Handling clients at a PAN India level while heading Inbound Training (Voice) and Content Development Teams
  • End to End Training Delivery including Leadership Development
  • Managing a team of 20 trainers looking after a huge array of processes including Consumer Electronics, Digital Entertainment network, Finance and Telecom within different Verticals including Inbound, Collections and Sales
  • TNA/TNI
  • Planning training for new (induction training) and existing (refresher training) employees
  • Content Development
  • Ensuring post training follow up happens on performance of trained executives to measure effectiveness of training
  • Conducting TTT (train the trainer) programs to improve upon delivery skills of trainers

Clientele (Business Type) Handled (All Voice Accounts) –  ICICI Collections(Collections), HSBC PLAT 5 (Sales), SBI PLAT 5 (Sales), Philips (CS), LG (CS), Havells (CS), Domino’s (CS), HP (CS), Pizza Hut (CS), Airtel (Telecom Sales FE’s), Times Business Solution (Sales), Tata Docomo (Telecom CS), Beam Suvidha (Pay Card CS), GEM (CS), Digital Entertainment Network (Cable TV CS), Coca Cola (CS), Ben Q (CS), Eureka Forbes (CS), Whirlpool (CS), Carzonrent (Mobile Taxi CS), Aarya Cabs (Mobile Taxi CS), Soma Networks (CS) and Vikas Publication (Sales)

Previously held Designation:  Assistant Manager Training (Feb 2009 - April 2010)

KEY RESPONSIBILITY AREAS

  • Conducting induction and refresher trainings
  • Planning training for new (induction training) and existing (refresher training) employees with the training
  • Content Development
  • Resource and Performance Management
  • Supporting Manager in Conducting TTT (train the trainer) programs
  • Counseling trainees with regard to issues related to performance, behavior, punctuality and attendance
  • Organizing Team building activities
  • Managing Training MIS

Previously held Designation:  Trainer/Sr Trainer (Feb 2006 – Feb 2009)

KEY RESPONSIBILITY AREAS

  • Conducting Induction, Process & Product and refresher trainings
  • Maintaining Training MIS
  • Ensuring Process Improvement by Barging Calls and identifying areas of improvement

Previously held Designation:  Sr. Customer Care Executive/Subject Matter Expert (Mar 2004 – Feb 2006)

KEY RESPONSIBILITY AREAS

  • Taking calls and supporting agents on the floor in the absence of process supervisor, give feedback to new agents after barging their calls and ensuring teams SLA’s are met
  • Identifying key indicators for process improvement
Apr 2003 - Mar 2004

Delhi Call Center

Previously held Designation: Sales Executive  

  • Taking calls, selling collectible items and Mobile phone connection to UK and US based customers

Education

Education

PGD

IMT Ghaziabad
Jun 2000 - Jul 2004

Bachelors in Information System (Hons)

G.G.S Indraprastha University

Certifications

Certifications

Gender Intelligence

IBM

Strategic Alignment For Upline Leaders

IBM

Seven Habits of Highly Effective People

Franklin Covey

Train the Trainer

IBM

New Manager Orientation

IBM

Basic Blue for IBM Leadership

IBM

Six Sigma (GREEN BELT)

KPMG