Objective :
Seeking a middle to senior managerial assignment across the corporate sector while offering over 8.5 years of pioneering
Success in delivering optimal results Training and Quality with Inbound/Outbound Customer Service/Sales processes and
3.5 years in Hospitality Services Industry.
Core Competencies :
Training Management
Performance & Quality Standards
Training Optimization
Client Servicing Competency / Training effectiveness
Total Experience : 11 years 6 months
Professional Experience :
Jeddi Consultancy Pvt. Ltd. : July’09Present
During one and a half years with Jeddi, I have had the opportunity to work as a free lance trainer for various companies for different types of trainings
Working on the panel as a Training Consultant for Jeddi Training Consultancy Services and have conducted Trainings for HCL, Genpact, NIIT Europa Genpact (NIG), RBS, WNS (Banking Process – UAE Transition – OJT in Abu Dhabi) and Frankfin Institute for Air Hostess Training.
Sr. Training Consultant
Responsibilities :
My current project is as a Senior Training and Quality Consultant with Serco BPO Services – Delhi, for rampup, transitioning and overall development of Apollo Munich Health insurance, Royal Sundaram Alliance Insurance and LIC processes.
I provided my expertise in the following :
English Communication Skills
Basics of Banking
Banking processes and project Management
Financial Asset and Portfolio Management
Healthcare and Life Insurance Product Training
Business Etiquette & Personal Grooming
Customer Service and Soft Skills Training
Corporate Trainings including CRM
HDFC Bank Pvt. Ltd August’2007 :December’2008
Training Manager
Responsibilities :
Handled Operations/ Training and Quality team for HDFC Bank's Phone banking service in Delhi NCR.
Was involved in the total setup of the Training and Quality department for the unit.
Handled Training and Quality for a floor of 150 agents, including 10 Team Leaders, with 2 AM’s and 2 Line Trainers and 7 Quality Analysts. Creating and upgrading of the Process Modules used for Training.
Content development and up gradation of current modules along with Product and Process flows
Involved with the Operations team for reducing Talk time and maintain SLA levels through Training.
Ensure all trainings are well scheduled and timely implementation of the same.
Organized different schedules for different types of trainings such as Soft skills, motivational and behavioral trainings for supervisors and other Managerial staff.
Benchmarking the performance of the process against the best in the organization and working towards achieving those standards via stack ranking and 6 sigma projects.
Maintained Training Needs, using analytical tools in cooperation with the Quality response team.
Conducted regular Training Feedback sessions to the agents and recognizing Training needs for agents according to their performance in Sales and Quality.
Involved in the hiring process of new agents, conducting the Training Interview session rounds along with the HR department.
Upgradadation of technological and system needs as per the requirements.
Ensuring that all Agents on the Floor have a good working knowledge about the Products and processes.
Doing appraisals and giving feedback
Intelenet Global :December’2005August’2007
Assistant Manager Training
Responsibilities :
Handled Citibank process, an entity of Citigroup International. Citibank is one of the most prestigious processes in Intelenet Global Sparsh and is an OutBound sales process dealing with Citibank Credit cards.
Handling Training for a floor of 150 agents, including 10 Team Leaders, with a backup Trainer and a Line Trainer. Creating and upgrading of the Process Modules used for Training.
Assisting and imparting Process Training along with sales and Soft skills Training and Objection Handling to new hires, along with Refresher Training sessions for old agents.
My responsibilities included Training, Auditing/Quality checking. The work involved setting up procedures for training, implementing them and ensuring a control mechanism for the whole process.
Handling Control and Compliance Training for the process, including Information Security AML (Anti Money Laundering) and Code of Conduct.
Maintaining Training Needs, using analytical tools in cooperation with the Quality response team.
Conducting regular Training Feedback sessions to the agents and recognizing Training needs for agents according to their performance in Sales and Quality.
Involved in the hiring process of new agents, conducting the Training Interview session rounds along with the HR department and Citibank client.
GE Capital International services : October’2002December’2005
Process developer / Resident Expert
Responsibilities :
My core job included reviewing and providing Feedback and Training for a 50member team. I was a Resident Expert providing expertise, standardization of processes and Process trainings for GE Master Cards – Australia.
Imparting Process Training along with Soft skills and sales Training to new hires, along with Refresher Training sessions for old agents.
As a Subject matter expert my job involved Standardizing Operating Procedures.
I conducted significant modifications in the key work types, which led to a cost saving of 2 Front Line Associates.
Regular feedbacks given to agents as well as conducting refresher trainings through Training need Analysis.
Managing Training documentation for a team of 90 agents, preparing weekly dashboards for the clients.
Benchmarking the performance of the process against the best in the organization and working towards achieving those standards.
Regular feedbacks given to agents as well as conducting refresher trainings through Training need Analysis.
Managing Training documentation for a team of 90 agents, preparing weekly dashboards for the clients.
Benchmarking the performance of the process against the best in the organization and working towards achieving those standards via stack ranking and 6 sigma projects.
I was a part of a Green Belt project to reduce errors made and to reduce response time via Fish Bone Analysis through Training and feedback sessions.
My responsibilities included Training, Auditing/Quality checking. The work involved setting up procedures for training, implementing them and ensuring a control mechanism for the whole process.
Maintaining Training Needs, using analytical tools in cooperation with the Quality response team.
Conducting regular Training Feedback sessions for non performing agents and recognizing Training needs for agents according to their performance in Sales, service and Quality.
Boston Marriott Newton :USA May’ 2001 August’ 2002
Sous’ ChefInternational Internship
Boston Marriott Hotel in Newton MA – USA, is one of the earliest Properties of Marriott Group of Hotels in the US. The Marriott Group has around 2800 Properties across the world and is the biggest chain of Hotels in the world. Boston Marriott is a 264 Room 5 Star Hotel and is one of the most Authentic Hotels in its Class being one of the first in Eastern United States.
Responsibilities :
My main responsibilities included Opening up of the Main Kitchen
Preparation of food items and raw material for Breakfast and Lunch.
Preparation of Dinner on an odd day or two was also involved.
Supervision of Food Storage, Quality Control, handling and Labeling of different food items.
Setup done for Grills and ovens and supervision of maintenance of equipments.
Preparation of specialty Dishes for Breakfast, Lunch and Dinner.
Introduced and demonstrated new Intellectual and multicultural style of cooking.
Requisition and indenting of Food supplies for the kitchen as per the daily requirement.
Plan and prepare Specialty and ethnic dishes for special occasions.
Meat Carving and service for special Guests and Banquet parties.
Preparation of both Table’ due and A’ la Carte’ menus.
Benson’s Group of Hospitality Management : Sydney Australia August’ 1999 – November’ 2000
Chef de partie – Banquet Kitchens
The Benson Group is one of the leading Hospitality Management Groups in Australia with Tie ups with all major hotels and Locations across Sydney. I was working at the following Places :
Hotel Star City Casino
Hotel Intercontinental
ANA (All Nippon Airlines) Hotel
Sydney Cricket Ground
Australia Olympic Stadium
Opera House – Darling Harbor
Responsibilities :
My main duties included Flamb © Service including cooking special dishes from the Trolley.
Order taking and service of Food and Beverages in the Restaurant and Bar.
Worked as a Professional Bartender at some occasions
Handling and supervision of Cash Register in the Bar.
Handling and supervision of Banquet Food and Beverages.
Trainings and Certifications :
Train the Trainer Advanced level Certification – Serco BPO
KYC and Information Security Compliance Training – Citibank (Intelenet Global)
Team Leader Excellence (TLE) – Intelenet Global
Train the Trainer Facilitation skills and Mentoring skills (for trainers) GECIS
Customer Care Excellence Training (CTE) GECIS
English Voice and Accent Training (V & A) – GECIS
Six sigma Certification GECIS
Best DPMO Movement (Defects Per Million Opportunities) – TP CTQ
Significant achievements :
Won the award from Citibank Client for the best Training team performance and for the support provided to the floor and the process as a whole.
Achieved Customer Speedster Awards consistently in the months from February 2004 until December 2004 for efficiency.
Won Exceeds Expectation awards for 3 years in a row for outstanding performance in GECIS.
Initiated online Training FAQs and other Training material through the intranet in Intelenet Global.
Received appreciation from Operations and client for good Training performance in Apollo Munich Healthcare process in Serco
Educational & Professional Credentials :
Masters in Business Administration, 2008, Manipal university, Delhi
Advanced Diploma in Management Information Systems, 2001, Clarendon Business college, Sydney, Australia
Diploma In Hotel Management, 1998, Institute for Hotel Management, PUSA Chandigarh
B.A. (Public Administration), 1998, IGNOU, Delhi
Intermediate course in Computer Applications, 1997, Aptech Institute – Chandigarh
AISSCE (Class XII), 1995, New Delhi
AISCE (CLASS X), 1993, New Delhi
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