English Trainer, corporate trainer
Concentrix
Total years of experience :12 years, 11 Months
Trainer, Voice & Accent, soft skills and customer service
Concentrix Daksh - Pune, Maharashtra
May 2014 to April 2021
• Train new joiners / students on English Grammar, Soft skills, Culture & Accent reduction/neutralization (MTI) for both, voice and non voice (back office) batches (Online/Classroom training/On Campus/University), training for young professionals (classroom & in-person)
• Conduct language assessments on AMCAT & Versant (Language Assessment Tools)
• Conduct telephone and face to face interviews and assessments at hiring level for Campus/University students for job interviews
• Monitor trainee's performance by recording them and measuring their performance basis the communication assessment tool.
• Help improve the quality of language used by sharing regular feedback & written as well as mock activities.
• Run regular knowledge tests for English language.
• Train students on email and chat etiquette.
• Take on new projects as and when the need arises. (Onfido - document verification, GAP - customer orientation and behavior training)
• Run OD trainings for the batch
• Manage People Manager responsibilities, update the attendance of the students, update their bank details & statutory information, get them registered for the Biometrics, update their personal & emergency details, help the new joiners understand the company's compliance policy
• Run the Fun Friday activity for employee engagement
• Track employee transfers
• Manage vendor trainers in the absence of the location manager
• Explain the CAT Tool & reports to the new/vendor trainers
• Creating and reviewing content and training material as and when needed
• Preparing the Training Plotters & lesson plans as and when needed
Train new joiners on Grammar, Soft skills, Culture & Accent Reduction (MTI)
• Help understand the importance of CSAT & work on the same.
• Managing the Vendor Location & trainers in the absence of the Vendor manager
• Preparing and auditing reports for the other trainers in the team
• Training batches on accent neutralisation, english grammar and soft skills
V & A, Soft skills, Language & Culture
• Train new joiners on Grammar, Soft skills, Culture & Accent Reduction (MTI)
• Monitor calls for trainee's basis the TNA/RAG Analysis to measure the performance & help improve the quality of calls
• Help understand the importance of CSAT & work on the same.
• Conduct refreshers from time to time to help improve performance
• Liaise with the operations team to understand training requirements
Teaching US Accent, English language and grammar, Listening Skills, Soft Skills & US culture training
calls for a US based Process called Pioneers
• Attending all incoming calls.
• Listening to customer query
• Resolving the query.
• Giving excellent customer service
• Giving first call resolution
• Inform the customer about the new plans
Bachelor of arts
