Syed Abdul Qadeer Syed

 Worked with Idexcel Technologies as Trainer/Team Lead for Verizon Data Services India (8 months)

Roles & Responsibilities:

 Training new hires on Pre-defined Content, Process and Product i.e Ticketing tool, Ms office, Computer hardware, Networking, VPN & Soft skills.
 Team Handling, mentoring and coaching
 Auditing calls and providing real time feedback
 Conducting coaching and counseling for bottom performers
 Preparing reports on performance and stacks
 Attending conference calls and meetings to improve the performance trend

 Handling a team of 20-25 Associates, training them on process, computer hardware, Sales, customer handling and soft skills.
 Post training working with the same team as a Team Lead on the operations floor till they complete On Job Training/Floor Induction Training (6-8 weeks), wherein they have to meet floor metrics to graduate.
 Preparing presentations and reports to enhance the learning curve.
 During the lean period working as a Team Leader, handling floor teams.
 Conducting cross skills, new product introduction training for operation floor agents. Attending client calls on a bi-weekly base to discuss about new product and process update.

Assisting customers with their ISP related issues like billing, new services and simultaneously educating the customers about the value added services