Resume - Training Specialist

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Resume #76815

CONTACT INFORMATION:
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Profile:

An experienced professional in Training with over 4 years of experience in the Collections and Customer Service segments spanning the US & EMEA Regions, analyzing and forecasting business needs and delivering solutions to affect the same. Proven Expertise in all aspects of conceptualizing, designing and executing training modules to meet key business requirements and develop employees at all levels through various Individual Development Training Programs which has been proven to increase productivity. Wide exposure of working in varied corporate environments. Excellent communicator with exceptional talent for problem solving through reasoned thought processes, attention to detail as well as the ability to come across effectively target audiences at different levels. Multilingual, with proficiency in English & Hindi
Skills Acquired:

„Ï Ability to grasp and deliver concepts efficiently.
„Ï Highly motivated, flexible and confident.
„Ï Highly effective organizational skills.
„Ï Ability to deliver in a team environment or as an individual.
„Ï High Adaptability.
„Ï High Drive for results.
„Ï High levels of patience.
„Ï Being a situational leader whenever required.

Work Experience:

1. Company BARCLAYS SHARED SERVICES May 2008 till date

Current Role Working as a Training Team Leader

Job Profile
& Responsibilities
* Take classroom sessions for new hires for soft skills and product knowledge
* Mentor and train trainers in their role
* Deliver classroom on new projects
* Generate and analyze need base report and draw conclusion out of them for Training needs and make curriculum for them
* Monitor calls for advisors on the floor to ensure quality standards are met
* Conduct sessions for Team leaders and Team Specialist for product updates
* Take behavioral training for new hires and preventatives on the floor
* Prepare and Deliver tools to boost C-Sat Initiatives

2. Company AMERICAN EXPRESS INDIA SERVICE CENTER (AESC-I) May 2004 till February 2008

Current Role Working as a Training Team Leader from October 2007 till Date
Job Profile
& Responsibilities
* To prepare learners to perform job functions within predetermined quality standards
* Support on the job training (OJT) by coaching and monitoring learners as needed
* Preparation of training tools/questionnaires as per requirements
* Take classroom sessions for new hires
* Mentor and help trainers in their role
* Make Reward and recognition plans for new hires and representatives on the floor
* Be a part of process improvement team for Corporate card holders on a site level
* Deliver classroom on new projects
* Build and leverage relationship across different American Express sites to share best practices
* Take behavioral training for new hires and preventatives on the floor
* Generate and analyze need base report and draw conclusion out of them for Training needs and make curriculum for them
* Attended a lot of up-skill training Including but not limited to Six Sigma
* Make presentations on different subjects like (Best Practices to be shared and Roadmap for a particular subject) and present them to the Directors and other leadership Team
* Currently have a B1/B2 visa for United States of American for next 10 years

Previous Role Worked as a Training Specialist from March 2006 to October 2007.
Job Profile
& Responsibilities
* Universal trainer - Taking classroom session for not only product knowledge but also soft skills
* Observe, coach and measure new hires' performance
* Prepare and Deliver tools to boost C-Sat Initiatives
* Making and changing curriculum for new hires and representatives on the floor
* Went to Phoenix (United states of America) and took classroom sessions for New hires for American Express Corporate card
* Managing On-the-job training for new hires
* Managed Subject Matter Experts and their performances

Previous Role Worked as a Subject Matter Expert after one year in the organization.
Job Profile
& Responsibilities
* Helping the new hires during classroom training and On the job training
* Give feedback to new hires which was product related, adherence, call handling and behavioral
* Floor walking to answer questions while learners are on phones
* Monitored calls to check the quality on calls
* Make reports and collect data for process improvement
* Mentored new Subject Matter Experts

Previous Role Worked as a Customer Service Specialist and a Lead Customer Service Specialist for an elite segment of American Express Cards.

Job Profile
& Responsibilities
* Was responsible to taking inbound calls for Corporate Card holders.
* Was a part of number of defect elimination projects to improve the process
* Mentored new hires in the team
* SPOC for quality and adherence of the team
* Made presentations for different projects for employee engagement

3. Company GENERAL ELECTRIC CAPITAL INTERNATIONAL SERVICES - Gurgaon (GECIS)
May 2003 To May 2004

Role Held Process Associate

Job Profile
& Responsibilities
* Responsible for making out bound calls for US based customers for collecting money on account which were past due for difficult companies
* Mentored new hires
* Help in process development initiatives

4. Company SUPPORTSCAPE (Chatforhelp.com)
11 Jan 2003 from to March 2003

Role Held Quality Analyst (Transcription)

Job Profile
& Responsibilities
Audit the quality of data being Transcripted

Education Qualification:
Degree

* Post Graduation Diploma in Mass Communication - IGNOU
* B.Sc (Economics, Statistics and Computers)

Organizational Skills and Competencies:

Coordinate and administrate different projects within the organization for Rewards and Recognition.
Activities for Employee engagement ¡V contests, celebrations, competitions (during the holidays and festivals). Take responsibility for budgeting the same.
Volunteered for camp for under privileged children for an NGO called SHINE
Participate in different inter-process or site competition
Regularly interact with a lot of people from outside of the country like Germany, Australia, France, United states etc.

Personal Details:

Date of Birth 17th February 1982
Marital Status Single

References:
Will be furnished if required

*Currently in Canada for travel

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