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
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.
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
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.
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.
and delivery of daily product and technical changes and measures effectiveness
Take ownership of
the training and quality functions; take a leadership role from conception
in team calls, client calls and Synergy Conferences.
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
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
utilization of staff across accounts to reduce cost of training activities
team on the client requirement before ramp
: Transitioned Training Certification from client site in
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 &
training session based on various leadership, motivational and team
for specific scenarios related to handling customer issues.
for messaging customers, call control, and escalating issues.
concerns and questions regarding calls.
according to process requirement.
Conduct Class room
training/ activity based training for bottom agents
coaches to accelerate the learning curve
and procedure training for the operations floor
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
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
areas for process improvement and chart out action plan in coordination
with Team Manager Operations
Voice and Accent Trainer Jan ’
– Sep ’
Conduct Voice &
Accent / Soft Skills & US culture training for New Hire & Refresher
Develop and write
learning curriculum of new and recurrent training programs
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
Monitor live/ recorded
calls to provide spot feedback
CRM Pvt. Ltd, Ahmedabad, Team Leader/Trainer. Aug’
Manage a team of
Meet daily/ weekly/
monthly sales targets
* 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
regular review meetings
program manual for upcoming project.
– agent monitoring
Track team performance
and publish performance dashboard
meeting to review performance
Name: Mital D.
Address: A Jyoti
Super Gardenia, Mall Road, Indirapuram GZB
Bachelors of Arts Sociology St. Xavier’s Mumbai
Proficient in MS
Office/ Windows , , , XP
to transition New Hire Certification process.
Team Manager for Quarters Azure CRM Pvt. Ltd
Customer Experience Coach Dell International Services
Reading Suspense Thrillers,
Watching Movies & Traveling