Prahlad Gupta Email and Phone Number

The speakout club conducts sessions and events which focus on improving the communication and presentation skills of the students. The various methods adopted, help tackle specific areas such as listening, speaking and thinking and help promote self actualization.

• Conduct a timely Training Need Analysis (TNA) for Retail, Dart-Escalations team, Kindle and Large Appliances (LLM) in India, and Retail, Digital & Devices in North America. Design and deliver appropriate content for these training sessions.• Mentoring 4-5 internally hired trainers who are currently working as Interim communication trainers.• Extend support towards certifying trainers on a periodic basis.• Working with Customer Service Associates & Team Leaders in identifying opportunities in Communication / Soft skill & presentation skills, while focusing on the bottom quartile (BQ).

• Conducted communication-training sessions for new hires who join in as Customer Service Associates.• Conducted one on one sessions with the associates directly reporting to the trainers to assess their understanding of the process and take valuable feedback from them.• Delivered cross medium, cross-skilled and refresher trainings for senior associates on the floor.• Evaluated the performance of the new hire associates using communication audit sheets and certify them to take live contacts.• Assisted senior training specialists in developing communication training content.

• Provided unwavering commitment to the customers by building productive business relationships, resolving complex issues and winning customer loyalty.• Handled customer inquiries, complaints, billing queries, payment extension/service requests.• Calm angry callers, repair trust and locate resources for problem resolution and design best option solutions.• Interface on a daily basis with internal partners in accounting, field services (logistics), operations and consumer affairs division.• Used internal software tools to navigate customers accounts, research and review policies, communicate effective solutions in a fun and fast paced environment.

• Increased the company’s customer base via direct marketing.• Assisted the Managing Director of the company by approaching Partner brands and enforcing company contracts.• Generated reports based on the data retrieved from sales output & customer feedback.