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IdentityPROFESSIONAL EXPERIENCE
EVS Event Management Ltd., 2012 – 2016
Voice & Accent Trainer (13th May.2012 – 20th 2016)
VOICE & ACCENT TRAINER (Job Responsibility)
Plan, implement and conduct training programs related to Voice and Accent
Trainee performance evaluation, accurately identifying weaknesses
Demonstrate platform skills including professional demeanor, classroom facilitation techniques, and encouragement of open dialogue
Monitor and observe various training-related work functions
Determine post-training requirements
Support the production team during A-Bay and conduct calibration sessions, reviews, and coaching for agents
Assist the recruitment department for Voice and Accent capability
KEY ACCOUNTABILITY
Delivery of soft skills and communication skills training for agents on the floor
Accredit calls taken by associates on a regular basis to identify and rectify gaps.
Coach agents to perform better on calls/write emails through one on one feedback sessions and call monitoring/correcting emails.
Identification of training needs through workshops run across projects and across levels (TNI – 2 calls / associate / week) or evaluate 4 mails per person per week.
Tracking progress of the agent based on call monitoring
To give one on one feedback to the CSA's / TL's based on the research done through call accreditation.
Preparing and circulating reports made, based on research done through call accreditation/mail evaluation, along with steps taken to close the gaps identified
To run voice and accent neutralization refresher training (on a monthly, quarterly, half yearly basis, as the need may be) based on gaps identified through TNI
To conduct soft skills training as and when the need arises
Co – ordinate all logistics related to training delivery
Maintain records of training activities, monitor the effectiveness of training programmes and follow up on pre and post training evaluations
Track and measure the effectiveness of training
Source new programmed to close gaps in voice and accent and ‘Customer services on a periodic basis
Prepare Trainees for Client Accreditation by conducting mock sessions
Conduct Pre Process assessments
Provide feedback to the agents
REPORTING
To report daily attendance of all training courses to the Training Coordinator
To log results of all assessments conducted whilst training
To report performance data to Team Leaders and Project Managers when monitoring calls
To provide a weekly report on all activities and send to the Training coordinator
To provide a summary Report following each Training Group conducted
ACHIEVEMENT
T1, T2, T3, T4 CERTIFIED
IELTS (8 Bands Holder)
WORKED AS A FREELANCER TRAINER WITH VARIOUS INSTITUTES AND TRAINING GROUPS.
Handled project as a Voice and Accent Trainer with HCL (MACYS and Pilican Process.)
Time Period : ( August 2009 to April 2012)
SWISS SCHOOL OF LANGUGE
INLINGUA
LMHRP ACADEMY
LANGMA INSTITUTE.
SPECIALIZATIONS
V & A (UK, US and Australia)
COUNSELING
IELTS, TOFEL, GMAT
TRAIN THE TRAINER PROGRAM
