Mayank Mathur Email & Phone Number

Delhi, India

New Delhi, Aerocity

New Delhi, Aerocity

New Delhi, Delhi, India

Gurgaon, India

Joined Konica Minolta India Business :Handling L&D / TM / OD for approx 20 locations PAN India

Gurgaon, India

Managing competence development of the employees PAN India.

Noida Area, India

Managing Learning & development, TLDP, QADP, MDP programs for offshore and onsite locations.Since Nov’07 associated with TechMahindra, NOIDA as Assistant Manager – Training(L&D)Leader in IT and Telecom Solutions and has an extensive list of clients in the BPO SpaceSignificant ContributionsHolds the distinction of setting up the Training & Development Function from scratch at all centres across NOIDA; played a stellar role in creating and implementing the Training Calendar for 2 centres.Played a stellar role in providing Training Consultancy services to BT on behalf of TechMahindra.Demonstrated excellence in imparting training sessions on Cultural, Employee Development, Soft Skills, etc.Excellent track record of creating & implementing Learning Path of every employee based on their appraisal requirements and conducted TNAs. Instrumental in creating & implementing online tools in order to ensure efficiency in adherence to the timelines set for implementation of the learning path for employees.Steered the transition of 3 new processes for the company includes a Telecom Giant of U.K.Filled in Attrition backfills/Ramp ups in coordination with vendors to hire the right resource.Successfully enhanced the performance of staff by implementing a Green Belt Project; this improved the productivity & quality of staff which in turn generated more revenues for the process.Enhanced staff performance by developing automated tools to access the information faster along with all the latest updates in excel & other Software.Played a key role in decreasing customer complaints.Improved the customer satisfaction level by initiating CSAT Hour in which the entire Training Team along with AM educated the floor on customer handling skills.Appreciations ReceivedAppreciated both internally and externally for performance.Appreciated for Training Consultancy Services by a major Telecom Client of U.K.

Gurgaon, India

The company provided high quality Value Added Contact Services & BPO Services specialising in Hardware/ Dimensions / Laptop DomainsSignificant ContributionsRecorded a drastic improvement in terms of Soft Skills and C-SAT on Floor.Successfully recruited the skilled resources for the process through coordination with Recruiters.Organised training sessions on V&A, Cultural, Employee Development, Soft Skills, etc.Rendered training for all new joinees including Re-enforced Training for the people on the Floor. Developed training modules in conjunction with trainers identified by the client to impart process training.Established a strong synergy between Operations and Training thus making the function more visible and customer friendly.Conducted regular quizzes and tests in order to monitor the understanding of all products.Devised SOPs and prepared process documentation to capture the process details.

Noida Area, India

Jan’06 – Dec’06 with FCS Software Solutions, NOIDA as L&D Trainer Company specialises in providing State-Of-The-Art Outsourced Solutions through E-Mail Management, Traditional Voice, Transaction Processing and E-Learning; it has a highly educated and trained workforce comprising young professionals from the field of Customer Support and ServiceSignificant ContributionsKept a close track of calls quality of agents in order to improve the processes; identified training needs for each individual on the basis of call monitoring scores.Guided the team through discussion sessions, team hurdles and online training.Carried out extensive evaluation of process quality of the team members.Formulated various refresher training modules for improvement by working in close coordination with the Quality Assurance Team of the company and mapping out discrepancies through calibration sessions with the client; prepared & maintained quality reports and quality audit charts for all processes. Appreciation ReceivedAdjudged as Best Trainer of the Best Buy / Dominos Project.

Significant ContributionsSuccessfully handled complete training programme with accountability of identifying training issues; creating practical checklists to make the job easier, defining key roles & responsibilities, setting objectives to focus on training issues, preparing training plan, analysing training costs and comparing the cost of different delivery methods. Established strong rapport with Line Managers and gained executive support.Managed complete marketing of training programs for maximum attendance.Played a key role in organising technical & refresher training.Barged calls and provided feedback; uploaded daily report on site; attended conference calls on processes.

B.A, Economics

B.A (P)

Gniit, Technical

Bachelor Of Arts (B.A.), Economics

Activities and Societies: Cultural Programs, Part of the school band.Arts Student

Master Of Computer Applications - Mca, Computer And Information Sciences And Support Services