Master Trainer - Manager
Reliance Jio Infocomm Pvt.Ltd.
Total years of experience :19 years, 1 Months
Department : Customer On-boarding.
Responsibilities included:
Interacting with multiple departments and identifying process orientation on the lines of training and development.
Carrying out in depth research and developmental initiatives to prepare an exhaustive training module as per requirement of the department.
Designing out monthly training programs in Regional centers for ensuring training and development of frontline executives.
Training and development of Center Trainers (TTT), Associates and their respective team leaders. In depth audit work of training output, quality drives and training the team in feedback sessions.
Carrying out timely reviews and capsule meets with Center trainers for designing appropriate training modules for ensuring better performance of frontline agents.
Updating overall performance and growth reviews done to the General Manager.
Department - Customer Service.
Was responsible as a central support for sales, customer support and induction training programs within the organisation.
Designed and delivered training modules on varied range of topics: soft skills, customer satisfaction and time management.
Trained the sales and field team on customer behaviour and after sales service ideas.
Conducted Train-The-Trainer programs and coached the centre trainers for grooming them to next level.
Department : Learning and Development.
Organising training programs for sales force and senior sales managers.
Preparing weekly - monthly training calendars and chalking out Inductions and other training programs as per team requirements.
Designing and incorporating unique training Programs based on skill and will aspects to ensure overall development of the sales manager.
Updating senior management and middle management in sales in respect to regulatory changes and organisational policies.
Getting timely skill assessments done of sales team on individual basis and providing a strong but qualitative feedback based on the assessments.
Organising brain storming sessions on content development within the verticals and preparing a comprehensive track record report on the sessions delivered visa vis on field implementation and productivity.
Department : Training and Development.
Conducting educational courses, seminars & conventions throughout the country on life insurance for LIC agents for upgrading their entrepreneur skills and enhancing the scope for their growth.
Traveling and imparting product knowledge to LIC agents residing in the interiors of the country.
Motivating the agents and strengthening their belief system in having a faith in the LIC business.
Interacting with the development officers, branch managers, senior development managers and other senior officers in the corporation on defining a strategic and value based system for business and personal development of the agents.
Holding motivational and product related sessions on branch and divisional level in the Life Insurance Corporation office for LIC’s business development and for promotion of educational and business development courses/products offered by our company.
Ensuring that the training module is completed within the given time frame.
Interacting with fellow colleagues and marketing team in terms of modifying or adapting necessary changes at times needed to make the module more informative and easy for the batch.
Department: Training and Development.
Responsibilities Included:
Imparting product knowledge to trainee sales and customer care executives.
Training an executive in terms of soft skills and ideal ways to approach a prospect on phone or in person.
Motivating the trainees for taking interest in the session and thereby ensuring better results.
Co-Coordinating with the batch in regards to their training schedule.
Ensuring that the training module is completed within the given time frame.
Interacting with the HOD and other members in terms of modifying or adapting necessary changes at times needed to make the module more informative and easy for the batch complying on the quality standards.
Department: Network and Coverage.
Responsibilities Included:
Resolving the trouble tickets of the customers created by the call centre agent.
Escalating the trouble tickets of the customers to the network centre.
Coordinating with the switch engineers of for resolutions of customers issues.
Calling to customers and imparting resolutions given by the Network center