Training Consultant
INSIGHTS
Total years of experience :13 years, 2 Months
Significant Accomplishments
Remarkable contribution in revamping the training material and methods used for
training.
Key Accountabilities
Conducting a skill gap analysis for call center agents and team leaders.
Deliver Training Programs for contact center agents and team leaders through GCC
provided the train the trainer program for call centers.
Call Centre Trainer Certification Programs
Conduct consultancy visits, prepare and deliver consultancy reports to the Chief
Consultant.
Prepare training effectiveness reports and trainees feedback.
Call Centre Consulting and Managed Services
National Health Insurance Company, Daman, UAE |
Scrutinized overall functioning of processes, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level.
Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the
guidelines specified by the client.
Creating & implementing workflows to facilitate structured support for the agents in all areas and issues. Overseeing process
improvement initiatives through system changes, process re alignment/ redefining & efficiency management.
Controlled generation of the Online Customer Care Unit reports. Handled additional accountability of the Customer Care
Supervisor during his/her unavailability.
Strategized and conducted on the job training for new Online Customer Care staff after initial training/orientation by the
training unit.
Delegated social media accounts management for the company involving development of brand awareness and online
reputation, SEO (search engine optimization) and generation of inbound traffic and content as well as reputation
management.
Administered social care team members handling live chat channel (email channel, face book chat, and twitter). Lead audits
and evaluation of the social media channels analyzing customer reaction and customer reviews.
Directed recruitment process including conducting of interview, training and development of the social media team members.
Collaborated with the communication team managing emails through the customer service portal.
As Sales Training Officer, Sales Department:
Significant Accomplishments
Holds credit of successfully organizing various out-sourced training for various key clients to assure a unified understanding
of products and processes.
Remarkable contribution towards improving staff understanding and encouraging compliance to the quality policies of the
department, and quality management system of the company.
Significantly contributed in introduction of a new guidelines system facilitating prompt identification and resolution of the
issue/complaint achieving reduction in the TAT and ensuring unified solution.
Executed Microsoft CRM system to facilitate generating and allocating of the sales lead as per the business requirement and
to generate a daily updated report to monitor the business allocation.
Key Accountabilities
Determined training needs of the sales team also identified training gaps, and conducted training programs to enhance their
operational efficiency leading to increased productivity.
Spearheaded licensing process of the new sales employee’s prior official representation to the Daman.
Designed and rolled out orientation sessions and organized on the job training for new recruits,
Displayed competency in planning and conducting refresher sales and product training programs for the sales staff members.
Actively involved in organizing surveys and quiz competition to identify training needs based on process changes & other
factors. Acted as the focal point for acquiring updates and answering departmental queries.
Demonstrated skills in implementing and updating staff members with legal and regulatory rules and regulations.
Initiated attending of clients’ visits with sales staff without notice to observe and evaluate staff’s performances ensuring
uniformity in selling approach with adherence to set company standards.
Proficiently organized periodical verification and quality audits to ensure standardization of the process across all branches.
Innovated, created and updated sales presentation and training materials.
Entrusted with the responsibility of acquiring quality approval for documents & processes, also obtained publishing approval
while updating departmental documents, processes and procedures.
Lead scrutiny, assessment, and recording of sales training activities for program effectiveness in collaboration with the HR
learning and development team.
Language & Literature,