Brian D'Silva Email & Phone Number

India

Mumbai, Maharashtra, India

Mumbai Area, India

Accountable for the performance of Training and Quality Department.Conduct Calibration Session with Operations to identify and bridge the Knowledge gaps.Prepare and Implement Training Calendar for V&A and Process Training.Ensuring Timeliness and accuracy of reports from Training and Quality Department.Conduct Conference call with clients for a smooth and hassle free transition of the work flow.Conduct Certification of Sales Representatives before handing them over to Operations.Impart Training Sessions on Telephone Etiquette's, Communication Skills and Selling Skills.Conduct Induction Program for New Recruits.Design and Implement Performance Improvement Plan for the Sales Team.Conduct Refresher Trainings for Team Leaders, Team Coaches and Sales Representatives.Enhance productivity and fill up knowledge gaps through regular Call Evaluation and Feedback Sessions.

Coordinated and Scheduled TTTs ( Train the Trainer) programsResponsible for designing the framework of IRDA (Insurance Regulatory & Development Authority) module, selling skills module and other behavioral modules.Creating Performance Improvement Plan for the Sales Team.Conducted Training Sessions on IRDA, Product and Selling skills to Financial Consultants, Sales Managers and Branch Sales Mangers.Conduct Induction Program for New Recruits.Organized Off Site Workshops for the Entire Branch.Accompanying Sales Managers and Financial Consultants on Joint Field Calls.Providing Timely feedback to Sales and Operations Team to ensure smooth flow of work.Collating Training data on a Timely basis and submitting it to the Head Office ensuring accuracy and timeliness of the report.

July 2004 – October 2005 Worked as a Customer Service Advisor.Trained 3 batches on Prepaid Process. Handled OJT batches as well.October 2005 – July 2008 Worked as a Senior Operations AnalystJob Duties Involved: Real Time Adherence, Forecasting, Scheduling, Roistering, Intraday Analysis and Reporting.

Worked as a Collection Officer for Mortgage DepartmentWorked as an Auditor for 3 months for the Recovery DepartmentAssisted Supervisors in Handling Team, Conducting Briefings and preparing Reports.Conducted Training for New Hires.

Interacting with US based Clients.Worked as a Verification Officer.Assisted Supervisors in preparing Daily Reports and Handling Team in their Absence.