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<pre>Array ( [var] => cut_url ) </pre> Resume for Mital D. for Manager / Supervisor / Team Leader / Computer & IT Services in Noida, India. Search More Resumes for Manager / Supervisor / Team Leader on #9UULB3TTI

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Resume for Mital D. for Manager / Supervisor / Team Leader / Computer & IT Services in Noida, India

Occupation: Manager / Supervisor / Team Leader Industry: Computer & IT Services
Country: India City: Noida
State: Uttar Pradesh ZIP: 201010

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Mital D.


Overall Experience: .yrs


Objective: To ensure client satisfaction through the management of the Training function, and effectively manage new hire, communication, process and remedial trainings for the organization and act as a catalyst to process improvement initiatives in the Organization.


iEnergizer, Manager Training May – Current Noid 

Current Profile Summary: Responsible for the design, development, implementation, delivery and evaluation of client specific training to meet project goals. This includes all process, and industry specific training, hew hire/remedial training, and trainer coaching skills.

Detailed responsibilities:

  • Participate in the effective design of adult classroom learner and facilitator materials and post training followup in support of client programs to ensure superior workforce preparation
  • Coordinate with client all project specific updates and up skill trainings, tracking and reporting training hours for all positions.
  • Work with the Client, Account Management, Operations, planning, HR, and Technology to develop, recommend and implement strategies to meet client’s training, customer satisfaction, CSAT and performance objectives.
  • Effectively manage training by distributing workload appropriately, reviewing project materials and developing skills necessary for performance, and evaluating performance via client metrics scorecard.
  • Oversee the development of instructional material in alignment with quality guidelines and performance objectives training content outline, flowcharts, quality guidelines, student guides, facilitator guides, job aids, quality evaluation forms and other training and quality documentation.
  • Oversee communication and delivery of daily product and technical changes and measures effectiveness of delivery.
  • Take ownership of the training and quality functions; take a leadership role from conception to completion.
  • Actively participates in team calls, client calls and Synergy Conferences.
  • Builds highperforming training and quality teams through recruiting, hiring, coaching, motivation, recognition, selfdevelopment and support of career development
  • To organize regular conference calls and interaction over emails with the clients to understand their requirements, expectations and Center's Deliverables
  • Trainer evaluation through process that includes content knowledge, delivery skill and ability to follow standard training processes.
  • Maintain an environment of continual improvement across all design and facilitation processes owned for any assigned accounts
  • manage & Control Attrition of NHT during Pre – training, Product training & Nesting through Innovative Employee Engagement plan & R&R programs
  • Attend calibration and operational team meetings as appropriate to ensure understanding of Client and Operations needs
  • Understand and correctly use training tools and techniques to reduce Rampup time of NHT
  • Ensure efficient utilization of staff across accounts to reduce cost of training activities
  • Calibrate hiring team on the client requirement before ramp

    Project : Transitioned Training Certification from client site in the US

    Visited San Diego to understand the client requirement for the New Hire Training Certification and incorporated project requirement accordingly to accelerate the nesting phase duration. 

    Dell Computer Corporation, Customer Experience Coach/Trainer II Sep ’ Oct Bangalore/ Chandigarh
  • Provide Voice & Accent/ Customer Handling Skills training to Customer Service Reps & Team Leaders
  • Conduct classroom training session based on various leadership, motivational and team handling skills
  • Cover trainings for specific scenarios related to handling customer issues.
  • Give guidelines for messaging customers, call control, and escalating issues.
  • Council issues, concerns and questions regarding calls.
  • Develop modules according to process requirement.
  • Conduct Class room training/ activity based training for bottom agents
  • Coach/mentor new coaches to accelerate the learning curve
  • Conduct Policies and procedure training for the operations floor
  • Floor Monitoring to understand issues on the floor and then come up with training modules to train the techs.
  • Council bottom quartile agents and provide need based training
  • Measure training effectiveness and report the same.
  • Mentor the new hire coaches, for the understanding of on floor processes.
  • Audit live/ recorded calls and provide on the spot feedback
  • Report out compliance failure in the audited calls
  • Identify potential areas for process improvement and chart out action plan in coordination with Team Manager Operations

    HCL BPO, Voice and Accent Trainer Jan ’ – Sep ’

  • Conduct Voice & Accent / Soft Skills & US culture training for New Hire & Refresher batch
  • Develop and write learning curriculum of new and recurrent  training programs
  • Conduct initial voice and accent screening for Customer Service Representatives as a part of hiring process
  • Travel to different location for hiring
  • Provide floor support to the agents during their Training Operations transition phase.
  • Work with Operations to identify the training requirements both present and future for the Project and develop or reengineer current trainings
  • Develop & Deliver soft skills/ voice & accent training Modules.
  • Floor walking to understand & evaluate effectiveness of training
  • TNA for further improvement
  • Monitor live/ recorded calls to provide spot feedback

    Azure CRM Pvt. Ltd, Ahmedabad, Team Leader/Trainer. Aug’ – Nov’ 

  • Manage a team of sales representatives
  • Meet daily/ weekly/ monthly sales targets
  • Conduct regular * sessions with the team
  • Chart out action plan for bottom performers
  • Conduct Sales training session for bottom agents
  • Be an integral part of initial hiring process Sales Representatives
  • Participate in weekly client calls and present teams performance
  • Attend strategic/ regular review meetings
  • Designed detailed program manual for upcoming project.
  • Facilitate Client – agent monitoring
  • Track team performance and publish performance dashboard
  • Conduct daily/weekly meeting to review performance
  • Recruitment
    Personal Details
  • Name: Mital D.
  • Mobile:
  • Address: A Jyoti Super Gardenia, Mall Road, Indirapuram GZB
    Educational Qualifications
  • Graduation:  Bachelors of Arts Sociology St. Xavier’s Mumbai
  • Proficient in MS Office/ Windows , , , XP


  • International Assignment to transition New Hire Certification process.
  • Best Performing Team Manager for Quarters Azure CRM Pvt. Ltd
  • Outstanding performer Customer Experience Coach Dell International Services


    Reading Suspense Thrillers, Watching Movies & Traveling


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