Interest

  • Graphic and web designing
  • Photography and photojournalism
  • Exploring new cities and visiting places of interest

Summary

Proactive, result driven and seasoned professional offering extensive training experience in customer service, technical support, business management, global operations, outsourcing, client relations, consulting and process improvement.

  • Highly professional achiever consistently maximizing opportunities and surpassing expectations.
  • Proven track record in training and new business development.
  • Performs well under pressure in fast pace growing environments while focusing on finding mutually beneficial solutions.
  • Accomplished communicator, negotiator and rapport builder, who is committed to world-class operations with a customer centered focus.

Work History

Work History
Feb 2007 - May 2009

Microsoft/ Decho Training Supervisor

Convergys

- Managed dynamic training team of 19 Microsoft trainers and accountable for training 12 Microsoft lines of support business with 600 FTE's in Convergys Bangalore.- Played key role in developing training curriculum and transitioning EMC2 Decho business from US to India in Jan '09.- Partnered with Microsoft training team for launch of Vista & Office 2007 support in Feb '07, MSN Universal support in Nov '07 and MSN.com in Feb '08.- Completed Six Sigma Green Belt certification project to improve throughput for Microsoft technical batches. Increased training throughput from 89% to 95% in 2008 with annual cost savings of US $16,500. Certified Six Sigma Green Belt Champion, May '08.- Completed Six Sigma Green Belt training by Motorola University, Aug '07.- Rated "Key Contributor" and recipient of "ACE Support" award for '08.

Jul 2004 - Jan 2007

Microsoft NACS / Win XP Process Trainer

Convergys

- Facilitated Microsoft NACS (North America Customer Service) and Windows XP technical process training for new hires in Bangalore with 97% graduation rate. - Trained and mentored the pilot batch of Windows XP in Convergys Pune with 100% graduation rate in Jan '07.- Rated Outstanding, in Agent Desktop class observation, by Mila Fonua, Training Manager - Microsoft NACS.- Completed Train the Trainer successfully for Project Alchemy and Agent Desktop - Completed the three day workshop on 'The Improvement Process (TIP) ' and Ken Blanchard 'Situational Leadership 2'.- Completed 'Train the Trainer and Professional Facilitation Skills' and 'Team Leader Development Phase2' training program successfully. - Certified as "Convergys Certified Trainer" in Jun '06. - Recognized as "Star of the Month" for Jul '05 and Mar '06. - Recipient of "Power of One Champion" award for the year '05.- Recognized as "CSAT Contributor" in Mar '05 for improving CSAT scores for MSCC Program by 7%.

May 2003 - Jun 2004

Customer Care Officer, Microsoft Customer Central

Convergys

- Interacted with US customers as their first point of contact to understand and identify the technical issues with Microsoft products. - Mentored the floor as a peer coach and managed a team as Acting Team Manager for Microsoft Customer Central.- Completed training on Microsoft 'Coaching for Success' and 'Culture of Accountability'.- Recognized with "Outstanding Contributor and Commitment Award" for May '04. - Recipient of the prestigious "Microsoft Customer Satisfaction" Award for Q1 '04

Dec 2001 - Apr 2003

Network Engineer

Indusware Solution

- Planned the hardware requirements and LAN settings, supporting 40 users. - Administered and supported programming application used by the programmers.- Maintained hardware and software inventory for the company.- Managed, monitored and optimized system performance and reliability.Increased uptime by 3%. - Installed & upgraded Operating Systems & Application packages.

Education

Education