Vipin Ravindran Email and Phone Number

Influence Director-Level decision making on customer service strategies by using data-driven insights around new hire agent profiling, reduced training time, and timely learning interventions - Consequently contributing to business goals on quick resolution times in a single contact with positive Net Satisfaction.Create Training Content Strategy firmly rooted in Instructional Design methodologies and techniques,Mentor and empower content developers to expand the quality of content they offer. - Bring consistency in content offerings driven by the content strategy guidelines.Explore, Implement, and Evangelize new tools and technologiesGlobal Level 1 Customer Support New Hire On-boarding Ideate and execute on next evolution through a Blended Learning approach, with high level objectives to reduce delivery time while maintaining baseline learner satisfaction and experience.Expand team's footprint through content and training delivery offerings to organizations outside of consumer support - Global Product Management and Global Partner Sales teams are external customers for both content and training delivery needs on an ad-hoc basis.Consult on TNA and negotiate with project managers, work-force management, and other stakeholders on to pitch the best instructional strategies and learning solutions in the context. (Based on terminal/knowledge objectives, product release timeline, support readiness deadlines, etc.)

Product Owner for Global Support New Hire L1 Agent Onboarding Program for NortonLifeLock Consumer Support and Inside Sales Org (NAM/EMEA/LAM)Designed and developed end-to-end curriculum and day-wise instructional content based on ID fundamentals and ATD's ROPES model for learning events. (Based on Gagne's Nine Events of Learning)Created a unique support scenario-based board game for New Hire Onboarding training.Developed a Stage-Wise Evaluation Program to evaluate inherent and acquired communication, customer service, and process skills of support new hires in the onboarding phase.Led a cross functional team of QAs, LMS Admins, and Engineering resource to ideate, design, and implement the evaluation program and process.Helped the business identify the best agent profiles that positively impacted key metrics in double digits.Supported third-party partners with reporting via QlikSense, in order to categorize agent profiles and calibrate on evaluation accuracy - Comparative data between evaluation scores and on-the-job performance.Send out quarterly communications on evaluation program data and findings to Consumer Support VP and Directors.Consulting on TNA and negotiate with project managers, work-force management, and other stakeholders on to pitch the best instructional strategies and learning solutions in the context. (Based on terminal/knowledge objectives, product release timeline, support readiness deadlines, etc.)

Product Owner for Global Support New Hire L1 Agent Onboarding Program for NortonLifeLock Consumer Support and Inside Sales Org (NAM/EMEA/LAM)Designed and developed end-to-end curriculum and day-wise instructional content based on ID fundamentals and ATD's ROPES model for learning events. (Based on Gagne's Nine Events of Learning)Created a unique support scenario-based board game for New Hire Onboarding training.Developed a Stage-Wise Evaluation Program to evaluate inherent and acquired communication, customer service, and process skills of support new hires in the onboarding phase.Led a cross functional team of QAs, LMS Admins, and Engineering resource to ideate, design, and implement the evaluation program and process.Helped the business identify the best agent profiles that positively impacted key metrics in double digits.Supported third-party partners with reporting via QlikSense, in order to categorize agent profiles and calibrate on evaluation accuracy - Comparative data between evaluation scores and on-the-job performance.Send out quarterly communications on evaluation program data and findings to Consumer Support VP and Directors.Consulting on TNA and negotiate with project managers, work-force management, and other stakeholders on to pitch the best instructional strategies and learning solutions in the context. (Based on terminal/knowledge objectives, product release timeline, support readiness deadlines, etc.)

Developed and executed on curriculum to cater to specific needs of the newly formed Customer Research Insights team - Curriculum covered basics of RCA, Business Case Writing, MS Excel Skills, etc.Design and develop self-study and classroom courses, based on Training Needs Analysis conducted with Project Managers, Technical SMEs, Product Engineering, and customer support experience stakeholdersUp-skill, manage and track training delivery of developed training content at third-party support partner organizations, through Train-The-Trainer sessions and post-training support for queries.Manage training activities at third-party partner sites in India, Philippines, and EuropeTechnical writing tasks in instructional material using xMetal and Vasont

-Involved with technical writing and training content development for the Norton brand. (NAM/EMEA/APJ)-Liaising with global engineering teams to make sense of their documents, and effectively take down specifics into the manuals and training content for the global support groups. -Facilitating virtual and classroom training for a global audience. (NAM/EMEA)

-Facilitate/deliver orientation sessions to new hires-Facilitate need-based soft skills training based on TNA stats-Mentor trainees on business communication-Develop soft skills training content based inputs from top management and other stakeholders

-The profile primarily involves imparting soft skills training to Customer Service/Technical Support Executives.-Actively involved in Analysis, Design, Development and Implementation of training curriculum and material for the Sutherland Global Services Ltd, working closely with Symantec clients based in Australia.-Acting Asst. Manager and Single Point Of Contact for the training team in Cochin.-Involved in leading the team of 10 members towards achieving individual business goals and design, scheduling, coordination and execution of soft skills training modules for both existing consultants and new hires.-Provide coaching based on deep dive and SWOT analysis for the on-site escalation team.-Execute client initiated process pilots specific to soft skills.-Write and upload support scripts used by voice and chat agents as desk statements. These are written and sent to program clients for approval prior to being uploaded.-Documentation of appraisal notes for team members.

-Deliver TNA based soft skills training to Technical Support Agents of the program.-Conduct deep dive analysis based on Voice of Customer survey data to identify soft skills gap.-Provide coaching on soft skills to support agents based on deep dive and SWOT analysis.-Conduct New Hire Soft Skills training for support agents in the program.

-Resolve standard/routine customer’s issues, complex/unusual customer issues for US based security software client.-Diagnosis and troubleshoot network connectivity and router issues for US based ISP client.-Provide transactional as well as technical support through voice and chat channels.