Sameer Chaudhari Email & Phone Number

Thane, Mh, In

Thane, Maharashtra, India

Sr. Manager for Learning & Development + QualitySpecific deliverables include:• Designing and Execution of Behavioral training material and lesson plan• Training of new custodians, providing guidance to ensure adherence toquality standards as per standards.• Developed a Training Calendar for the implementation of a training programthat bolstered QA knowledge on quality standards and processes.• Maintained and streamlined calibration, dipstick, with specific feedback to the Sales calling team.• Orchestrated and completed project-specific recruitment within defined time frames.

Mumbai, Maharashtra, India

Quality Manager for an International Business Unit (IBU) - Fintech ProcessSpecific deliverables include:• Planning and Execution for transitioning an International FINTECH process from US• Active participation in Upskilling team of Quality Analyst for the process• U.S. Client Interaction on Certification plan for Quality Analyst, Quality Team leader and Quality AM.• Work closely with operations to identify the Quality Gaps and requirements for the Process• Tracking batch wise Quality scores and certifications across all LOBs.• Spearheaded NPS driven Quality scores• Planning and recommending Quality Evaluation form.• Driving WBR’s with Data and Analysis

Mumbai, Maharashtra, India

Managing training and Quality team for various Clients across multiple domains. Spearheaded efforts across on implementation of automation tools designed for training, upskilling and Quality improvement.Specific deliverables include:• New hire /refresher training• Trainer performance review, reporting and tracking• Measure Training & Quality Efficacy• Inputs in the MIS reports (Quality Weekly & monthly Dashboard/Training Dashboards)• Work closely with operations to identify the training requirements for the Process• Certification of Line Trainers /SME’s as per client and COPC requirements• Report maintenance for Trainings conducted and tracking batch wise scores• Attend Calibrations Internal & with the clients• Organizing events for the training/operations team as part of the engagement/stress buster activity• Developmental trainings• Module Development for product/sales, soft skills/behavioral training as per TAT• Develop soft skills module to improve sales/customer service pitch• Impart training to existing staff on the soft skills module• Creating & Managing Training calendar• Managing training to Promoted QA,s and TTT for Trainers• Train the staff on the Induction day• Co-ordination with clients for training programs• Driving MBR’s with Data and Analysis

United Arab Emirates

Specific deliverables include:• Heading New Customer Acquisition and Customer retention• Director Partner in General Trading of Engine Oils under the brand Speedol in Dubai. UAE.• Director Partner in General Trading of Charcoal under the brand Red Hot in Dubai. UAE.

Al-Riyadh , Saudi Arabia

Spearheaded efforts across sites on setting up Sales and Customer Service Contact Centers for Transport and Cement Businesses.Specific deliverables include:• Heading Contact Centers in Riyadh, Dammam and Jeddah.• Heading offline Customer Interaction Centers across sites.• Accountable for Managing the entire fleet of Transport Supervisors and Cement Sales team• Agent performance review, reporting and tracking• New hire, refresher training and upskilling agents

Mumbai Area, India

Lead the Centre of Excellence (CoE) on Customer Services for three major Banking markets in UK, US, and Australia. Spearheaded efforts across on implementation of various tools designed for process improvement. Specific deliverables include:• Spearhead efforts across for consistent Customer Satisfaction surveys.• Lead, Control and implementation of Treat the Customer Fairly initiative designed by the UK Client across the entire process. • Accountable for arranging interviews for horizontal and Vertical Internal Job Postings while acting as a bridge between HR/Resource Management Group and Operations team.• Single point of contact for Centre of Excellence (COE) customer Services Citibank Credit Cards across U.K, U.S. and Australian market.• Expansion of Distribution channel through implementation of various techniques which helps in achieving consistent Quality for Credit Card Customer Services.• Responsible for making planners on Trainings for Trainer’s and Quality Analyst handling U.K, U.S. and Australian clients. • Ensuring Consistency in quality deliverables of the Advisors on calls handling U.K, U.S. and Australian clients.• Monitoring Advisor's Performance and ensuring alignment with Individual goal sheet and Sales Target.• Providing support to the team and facilitating professional growth of the team members.• Aiding the team to solve operational roadblocks & Sales objection by way of joint sales call & training supervision.• Manage Change request.

Mumbai Area, India

Managed the Customer Service Training and Quality for Citibank Credit Card, Mortgage, Savings and Retentions team. Selected to travel to UK as the most dependable Training Manager to migrate the Savings process from the Onshore site (Derby, UK)Specific deliverables include:• Lead the migration of Savings process from the UK to India.• Management of technical and operations support training.• Leading Team of Quality Analyst’s and Trainer’s on their daily Activities.• Grooming Trainer’s on their facilitation skills• Grooming Quality Analyst & Trainer’s on style of delivering feedback.• Monthly Business reviews with Operations and U.K. Clients to discuss month to date status of activities planned and executed.• Planning future requirements in terms of Training and development activities for the Clients and Team Leaders/Operations Manager. • Training Need Analysis on product and process.• Service Quality reviews with U.K. clients to discuss the Month to date status and end of the month results on Quality percentage for the calls taken by the associates.• Check the Call monitor on a weekly basis and holding regular feedback sessions individually and in group with Quality Analyst, Trainers and Agent Advisors. • Attending Call Monitoring Calibration sessions with the Top management in UK and India.• Creating content for a Web based training.• Govern the business processes in Training, CSAT and Quality (TCQ) Development by introducing new practices to meet the organizational goals and setting a new CSAT benchmark.• Well versed with monitoring tools like Nice.

Mumbai Area, India

Led the process training for a large UK based Credit Cards Process and pioneered the concept of having one trainer across both customer service skills and process training, to improve the training effectiveness.Specific deliverables include:• Training Induction for Newly Hired FTEs in Mumbai for the UK Citi Credit Cards and Egg PLC Credit Card Process.• Training Induction for new advisors and facilitating product and process training for Citibank Credit Card.• Training Need Analysis for Existing advisor’s for U.K. based Citi Egg Credit Card. • Up skilling Existing advisor’s on updates and new products.• Training Advisors on Information Security, Data Protection and Compliance.• Single Point of Contact for UK Credit Cards during the COPC Audit related to Training.• Training need Analysis on the areas of product and process with the plan.• Feedback & Training for Bottom Quartile agents.• Developing Training material and notes for process delivery by the Training team.• Refresher Trainings on Process content for new and vintage associates.• Training agents on Sales development skills.• Motivational training for all the Sales processes.• Customer Retention Training for all the UK Consumer Units.

Spearheaded repeat queries with regards to subject matter (process) and services which requires calling customers with resolution based on account analysis for their Credit Card. An Integral part of the Focus Group discussions.Specific deliverables include:• Handling transaction-based Customer Queries for U.K. based Citibank Credit Card.• Handling Customer Complaints on Credit Card transactions.• Post service up selling of product and services.

Mumbai, Maharashtra, India

Specific deliverables include:• Handling transaction based Customer Queries for Australia based 3G Mobile phones.• Handling Customer Complaints (escalations) for Australia based 3G Mobile phones.

Mumbai, Maharashtra, India

Specific deliverables include:• Handling transaction based Customer Queries for United Kingdom based American Express Credit card.

Thane, Maharashtra, India

Specific deliverables include:• Offering and Servicing Life insurance policies to potential and existing customers in Kotak.• Basic computer training to the subscribers.• Marketing and Sales of Orange Mobile Sim Cards.

Pgdm - Hybrid, Marketing, First

Bachelor Of Commerce (B.Com.), Finance, General, Pass