Navin Kumar

Govt. of India | Change Management & Capacity

: Independent OD/

Liaised with the outsourcing companies to map their business process requirements and aligned it with agent’s skill development
•Devised & implemented the entire Operations/Training Processes including the pre & post training evaluation of Trainees in close coordination with the outsourcers
•Imparted training to selected agents on communication skills, customer service, selling skills & product knowledge
•Evaluated agents of other international call-centres and guided their trainers/team leaders on skills upgradation, process training, and management best practices
•Established the recruitment processes and recruited candidates for entry & managerial roles
•Instrumental in passing on capabilities to the burgeoning ITES industry in Bangladesh
•Successfully organized Open House Capacity Building Workshops for individuals willing to work with international call-centres at managerial level

Rolta, Reid & Taylor, ICICI Prulife, Phone Banking & Back Office Divisions of ICICI Bank, Pyramid Retail, IBM (International BPO Division, Pune), MORE Retail Chains, Pantaloon Retail, WNS, & Zensar on technical as well as soft skills
•Organized Train the Trainer program for 3000+ individuals for enhancing their overall training skills & imbibing training related best practices from BPOs, Insurance Sector, Telecommunication and other sectors
•Led a team of 10 trainers who imparted V & A, Certification Program in Retail Skills (CPRS) and DRM

Recognized as the Performer of the Week 20 times within a span of 7 months
•Bagged the Best Team Award in the 1st month of the teams’ creation

Taught Criminology at IPRS, Patna University to students of M.A in Criminology at Lucknow University