Samuel R. Email & Phone Number

Bengaluru, Ka, In

Bangalore Urban, Karnataka, India

Bengaluru, Karnataka, India

• Managed a team of 8 trainers and 3 QAs• Inbound & Chat accounts for Swiggy and Flipkart• Managed end-end short-term projects, including training, operations and quality• Created training curriculum, content, SOP and OJT program• TTT (Train the Trainer) program for all the trainers• Calibration sessions with internal QAs• Training audits and feedback for areas of improvement• Training needs analysis and refresher modules• Worked on monthly business reviews for the process

Bangalore Urban, Karnataka, India

• Managed a team of 12 trainers• Worked end to end on LMS• Developing content for digital platform• Conducting workshops for the leadership team• Revamping and creating training curriculum, content and OJT program• Designed and conducted TTT (Train the Trainer) program for all the trainers• Conducted training audits and shared feedback and area for improvement• Created/Curated Selling and Behavioral training content and training the RMs• Creating Newsletter, working on projects for Training needs

Bangalore Urban, Karnataka, India

• Conducting Induction program for new joiners• Developing content for digital platform• Behavioral, selling skills and application training for the sales team• Call audits and sharing of feedback• OJT, TNI and Refresher training• Creating and assigning monthly PKQ• Visiting campus to evaluate sales team and train them when required• Creating and curating videos for training purposes• Working end to end on LMS, CRM and telephony solutions• Training on applications and providing technical support

Bangalore

• Managing team of Six Trainers & Six Quality Analysts.• Handled Inbound & Outbound accounts for Vodafone OB/TV, Airtel OB/IB, Cleartrip Voice & Non-Voice and Abhibus IB/OB.• Managing Sales & Marketing and Customer Service campaigns.• Managing & Publishing Pan India Training Reports to Clients.• Creating and uploading PKQ for Level 1 & Level 2.• Creating Newsletter, working on projects for Training needs. • Interacting with clients to understand their expectations and preparing content.• Driving the team performance as per the set target; like Throughput, FPA, Quality Scores and Performance.• High involvement in Operations for betterment of the process.• Involved in the Business KPI's and provided excellent inputs for business enhancement. • Preparing & Presenting MBR and QBR performance to the internal and external team.• Preparing and publishing training related reports to the clients and internal management.• Trained people on Soft skill and selling skills to improve their performance.• Conducted training & development program; like Step, Leadership and TTT.• Being part of HR hiring process to select the best candidates who fit into process as per business requirements.

Bangalore Urban, Karnataka, India

• Pre and post process training for Telecom & Non-telecom (sales and customer service processes).• Trained for process - Tata Docomo, Reliance, Idea, RSA, Pizza Hut, Dominos, EFL & AMEX.• ISMS (information and security management system) Training and maintaining reports.• Preparing training content related to soft skills and selling skills.• Maintaining attendance and other MIS reports of the Trainees and Trainers.

Bangalore Urban, Karnataka, India

• General Insurance sales (mediclaim policies).• Handling customer Pre and post-sales.• Processing customer claims. • Handled a team of 5 members.