Diamond Joseph Email & Phone Number

Chennai, Tn, In

India

Managing the entire Training Programs for the Company

Greater Bengaluru Area

Training and mentoring employees on the below-mentioned skillsets:Voice & Accent/Behavioral trainer/Leadership | Mind Coach/Interpersonal Skills/Personality Development/Presentation Skills/Culture Shock Adaptation/English Language Enhancement/Customer Service Skills/ DEI Instructor (Diversity Equitable & Inclusive.

Chennai, Tamil Nadu, India

Chennai Area, India

• Design and delivery of Leadership, Behavioral and Soft skills programs Training for the Business vertical.• Performed Training Need Analysis, Training evaluation • Preparation of skill gap training matrix as per the job roles. • Conduct training on language enhancement, call handling skills, culture sensitization, business email writing, client interaction skills• Conduct floor coaching for optimal productivity of associates• Co-ordinate with businesses for delivery and follow up of training• Calibrate the associates on communication skills• Conduct follow-up studies of all completed training to evaluate and measure results. • Preparation of training material such training plan, training framework, training evaluation forms, feedback forms, training completion reports, user manual, annual manuals, FAQs etc. • Administration of the Learning Management System (LMS) including ongoing development, configuration, curriculum creation and modification & necessary reporting.

Chennai Area, India

• To assess training needs through job analysis, appraisal schemes and consulting with human resources department.• To prepare training calendar.• Planning and Executing Training Projects.• Develop, revise and execute training programs that are in line with the overall corporate strategic goals.• Quality Control – Responsible for quality check of the entire content and training delivery.• To assess individual as well as the overall training programs.• Conduct follow-up studies of all completed training to evaluate and measure results.

Chennai Area, India

• Training delivery on behavioural and soft skills.• Mentoring students and monitoring their performance and additionally ensuring that they are positively charged and highly motivated.• Developed and organized training manuals and planned teaching strategies.

Chennai Area, India

• Training delivery on behavioral, Voice&Accent skills and soft skills.Training agent on topics as in; Phonetics, Linguistics, Patterns of Syllable stress, Modulation, Intonation, Fluency and Grammar. - Providing training delivery for Written Communication skills as in; Email & Chat etiquettes, Punctuation and Grammar writing.- Conducting Pre, Post and Mid assessment during training to monitor their improvement level.• Mentoring students and monitoring their performance and additionally ensuring that they are positively charged and highly motivated.• Developed and organized training manuals and planned teaching strategies.

Chennai, Tamil Nadu, India

Served as a Team Leader - Project name - Consumer Support Technical Norton Anti-Virus Software.Handled a team of 60 Consumer Support Technicians.Setting clear team goals and KPI’sDelegating tasks and setting deadlines.Oversee day-to- day teams’s operation and performance.Monitoring regular performance and evaluation.Creat a healthy and motivating work environment and atmosphere.Develop a well designed and motivating evaluation program.

Chennai

- Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.- Planning targets, monitoring numbers, and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.- Creating and sustaining an environment that fosters development opportunities and motivating the employees for enhancing the existing performance levels.- Conducting Pre-shift and Post shift huddle sessions discussing the latest updates, current metrics, and setting up performance goals.- Focusing on team performance and providing feedback using start, stop, and Continue methodology.- Pulling up various reports (Productivity, Quality & Compliance) and doing an RCA.- Conducting Brainstorm sessions identifying the various causes and the areas of improving and implementing on the best practices to enhance customer service experience.

Chennai, Tamil Nadu, India

- Conceptualizing & implementing various Quality Improvement projects and conducting audits for continual improvements in the services. - Managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.- Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.- Setting out quality standards for various operational areas and ensuring adherence to the same.- Developing Process Parameters, Quality Evaluation & Grading System, and testing techniques for call evaluation and managing documentation of the same.- Designing modifications for overall improvement in quality and service standards.

M. A English, English Literature (British And Commonwealth)

High School, All Subjects, 1St

Activities and Societies: Games - Foot ball, Basket Ball, Cricket & Hockey Athletics - Hurdles, Marathon, Long Jump, Discus Throw, Javelin.