John Biswas Email & Phone Number

London, Gb

New York, New York, United States

New York, New York, United States

Free lance consultant offering strategic advice on sales, training and marketing processes for start ups and various non profit projects.

Training and Sales Development support and leadership for the 600+ employee Non Resident Indian Business worldwide: United States & Canada, Middle East, Europe & Africa, and Far East & Australia.Directly managed training for all financial products/sales processes for the business unit’s Relationship Managers/Financial Center staff for all four regions.Headed project for new market initiatives for the business. Currently as a result of the project four new countries are being considered for NRI business expansion.Creation, maintenance and tracking of $250MM annual training budget for the entire business.Setting up of training/induction programs for all staff across the business.Organizing/tracking training for the Citibank Compliance University for the local business. Pro actively involved with the development of the new intranet website for the NRI business.Site launched on April 1st 2008.Managing the customer experience and sales force quality assurance initiatives

Supported and managed training and development needs of a 500+ person operation.Faculty Member for Direct Sales Training Academy (DSTA) and CitiPhone Training Academy (CPTA) Regional Trainer for the Middle East and Far East regions.Conducted outstation training programs for the Citibank India Global Consumer Bank (GCB) division. 25% to 50% of time devoted to outstation/overseas travel and training in a month working with various other branches and locations. Trained staff on Risk and Compliance items as part of the on boarding and ongoing programs.Revamped key rewards and recognition programs for employees to enhance team and individual productivity.

Trainer/Training Manager for a 70+ member team Trained and evaluated individuals on the basis of their on the job skills for inbound and outbound calls.Actively monitored and maintained key service level indicators for phone services across all products . Generated and maintained monthly and weekly reports and annual assessments for the unit. Charted yearly Training Calendar, organized refreshers and product enhancement programs for both existing and new products, organized TNA based training programs and performed gap analysis.Managed 70 + member Kolkata CitiPhone team in the Unit Manager’s absence. Personally responsible for counseling/training sessions for under performing officers reaching desired service/productivity levels through focused coaching sessions. Directly decreased unit attrition rate by 15%

Customer service executive with GE SBI credit cards (State Bank Of India). Taking charge of all inbound customer queries, MIS compilation, operations process handling. Promoted to Senior Executive within 6 months,taking care of escalations/priority case handling, in addition to handling queries/escalations from satellite call centers.

Master'S Degree, Industrial And Organizational Psychology

Ba, Interdisciplinary Arts

B Com (Hons), Business

Bachelor Of Commerce, Business Management