Suraj Kumar Email & Phone Number

South Wentworthville, Nsw, Au

Sydney, Australia

Sydney, Australia

Managing 360 deg aspect of NBN training and worker readiness for accreditation and compliance purposes.

Brisbane, Australia

Contact Hub Administration

Gurgaon, India

• Provide technical consultancy to HO & regional sales team to help them remain agile in the competitive IT Sales market• Work with regions to provide consistent mentoring & training on HP BPC product portfolio and other HP products towards better understanding• Assist the sales team in helping device product tender specking towards favorable outcomes• Interact with customer in order to understand their IT requirements and advise on the best hardware and solutions from HP• Provide PoC at customer end and engage with existing and new customer base in order to help them define their prospective IT purchase.• Involved in conceptualization, design, development and delivery of training contents.• Coordinated with department heads for training need analysis of employees and partners.

Noida Area, India

Working as a Senior Manager- Training & Development for India's Number 1 Domestic Health Care Product Company. Here I am responsible for,(1) Managing the New-Hire Induction Programs,(2) Product Sales Training,(3) Technical Training,(4) ISD/Promoter Training,(5) PAN - India Sales Employee Training and Orientation program,(6) Marketing and(7) Various other aspects including the HR - L&D functions.

Gurgaon, India

Accountabilities• Ensure Pre-Sales, Sales and Post Sales training for business verticals like Notebook PC, LCD Monitors, Laser Printers, Internal and External Hard Disk Drives, Optical Disk Drives.• Involved in preparation & management of training calendar, conceptualization & development of training contents aligned to regional requirements and conducting training need analysis.• Coordinate/ hire third party ad-hoc/ agency trainers based on requirements and conducting regional Train The Trainer(TTT) programs.• Focus on compliance to SLA parameters pertaining to various training sessions followed by reports and action plans in case of non-compliance.• Monitor training sessions conducted by local/ regional training resources (RSMs/ ASMs/ TSMs) and captive/ third party trainers. Accomplishments• Certified Master Trainer accreditation from Samsung Electronics completed in South Korea• Instrumental in initiating Online Video Training through YouTube and prepared Self Paced Computer Based Training.• Successfully conducted online assessments through third party survey sites.• Rated highest in annual performance ratings.

Gurgaon, India

Accountabilities• Managed techno-commercial training aspects of HP products and services through design, management and implementation of training calendar for internal and external stakeholders.• Involved in conceptualization, design, development and delivery of training contents.• Validated trainers for trainings on specific products & services, soft skills, customer service skills and personality development based on requirements.• Coordinated with department heads for training need analysis of employees and partners.• Reviewed training policy and allocated roles to internal trainers.Accomplishments• Successfully conducted pan India Product Certifications and HP Sales Odyssey training.• Developed Proof of Concept for end customers leading to significant increase in business generation.

As a L2 Tech Lead my responsibilities include assisting agents in resolving challenging technical issues, doing call audits, giving quality feedbacks, taking care of AVAYA related MIS data, report generation and other functional requirements. This in-depth data analysis helps in streamlining the contact center operations in regards to agent scheduling, call budgeting and allocation, SLA, FTR, complaint per customer, Performance Improvisation (PI), Resolution Rate (RR), devising action plans etc. as this directly impacts the customer satisfaction and retention and enhances the overall wow factor. Currently I am in charge of 15 agents at various levels reporting to me.

Provide Remote Technical Support for Hughes ISP.

Working on rolls of Airtel Enterprise Services, I was in charge of escalation call closing at the AES Contact Center within the stipulated SLAs. In this core Technical Process we assisted Pan India Enterprise Customers with their corporate communication solutions which included Data (IPLC, MPLS, ATM, VPN, and VSAT), Access (Broadband, DSL) and Mobility (Blackberry, GPRS, EDGE, VAS) support on 24X7 bases. Here, Apart from other key initiatives I single handedly conceptualized and created the entire knowledge Base which tremendously helped the shift agents in achieving higher productivity levels. It received company-wide recognition and was well acknowledged and appreciated by the HR and Operations.

It&T (Igate)

The nature of work involved Handling of Inbound Technical Voice Calls and e-Mails from US customers and providing technical support relating to computer hardware, software and other peripheral issues for the SonicBlue Inc (previously S3/Diamond Multimedia). We also assisted the users in setting up advanced multimedia setup using their PCs. Here I was informally in charge of a team of around ten technicians handling solely the legacy range of products.

Diploma, Business Management

Diploma in Business Management

B.Sc.(H), Electronics

marks XII th from DAV School, Hauz Khas in 1994 with 70.2% marks, PCM 78 % X th from Arwachin Public School, Vivek Vihar in 1992 with 63.8.