Neha S.

Soft Skill Training <br/>HR <br/>Leadership <br/>Proficient in training team members to achieve perfect power of impressive expression and communication skill, present impeccable appearance of dynamic personality, self presentation by projecting an image of skilled managerial ability, reflection of intra-personal qualities. <br/>WORK EXPERIENCE:  <br/>SYNERGY RELATIONSHIP MANAGEMENT SERVICES PVT LTD <br/>ADECCO PVT LTD <br/> From 15 June 2006 till date as Free Lancer Soft Skill Trainer and Process Trainer <br/>Respobilities and Assignments handled: <br/>Successfully developed content and imparted training in modules. <br/>Induction Program <br/>Interpersonal Skills. <br/>Sales process. <br/>Customer needs analysis. <br/>Negotiation skills. <br/>Soft skills - listening, questioning, communication. <br/>Operation process. <br/>Delivered training to many personnel including advisors sales managers, Branch managers, Branch staff. <br/>Entrusted with responsibility of relationship management with bank. <br/>Clients: <br/>ICICI BANK <br/>ICICI PRUDENTIAL <br/>I CARE <br/>AVIVA LIFE INSURANCE <br/>VISION UNLIMITED: From 1Jan2006- 12 June 2006 as Trainer: <br/>Location: Chandigarh <br/>Recruiting, mentoring and guiding team members ensuring the accomplishment of collection targets. <br/>Conducting training sessions & in house forums to boost the technical and soft skills <br/>Liaising with different departments for the required training needed. <br/>Conflict Resolution <br/>Effective Communication <br/>Motivation and Stress Management <br/> <br/>SKY HIGH CALL NET PVT LTD: <br/>From 1 Aug 2005-31 Dec 2005 as Soft Skill and Process Trainer. <br/>Location: Ludhiana <br/>Responsibilities and Assignments handled: <br/>Maintaining Daily, Weekly /Monthly MIS on Customer Care Interface <br/>Managing Team functions viz. manpower planning, recruitment, performance appraisal, etc. <br/>Team building, training & effective leadership to realize the potential of every member of the team. <br/>Effectively interfacing with people at all levels, managing healthy work environment and inculcating bonded teamwork with high work ethics. <br/>Interacting with clients, understanding and analyzing customer requirements, thereby aligning the process to achieve SLA. <br/>Conceiving/ implementing short/long-term plans for achievement of process objectives. <br/> <br/> <br/>I Health care Services Ltd: <br/> From15 Oct 2004- 30 Apr 2005 as a Senior Assistant. <br/>Responsibilities and Assignments handled: Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency. <br/>Reviewing, evaluating and updating Product training modules as needed, and communicating the changes to the client Training/Program Manager.. <br/>Liaising with different departments for the required training needed. <br/>Induction Program Basic Sales Training by In House Training Dept Voice & Accent Skills by Accent Teacher Sales Process Program Training by The Team Leaders Process Improvement Training by Quality Group Soft Skill Training. <br/>XANSA INDIA LIMITED: <br/>From April 2002- 30 Sept 2003 as Process Assistant. <br/>Thames Water: Associated with an Outbound UK Process wherein we do Monitoring, Analyzing and Coaching of the Agents. <br/>Responsibilities and Assignments handled:  <br/>Managing a Team of 10 Customer Care Executive and Responsible for their Performance, growth and assessment. <br/>Resolved customer queries, complaints, & mortgage related concerns. <br/>Handled 30 & 60 day delinquent accounts as well as Escalated Calls. <br/>Monitored calls and prepared individual feedback reports for the New CREs. <br/>Recommended & Implemented Quality Improvements in call tracking and call recording. <br/>Managed the creation of employee group to promote Social Responsibility. <br/>Experin Ltd: Credit Rating Company <br/>Responsibilities and Assignments handled. Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. <br/>Improve team members on Level 1, Level 2 and Level 3 defects, ensuring Zero defects <br/>Ensuring minimum turnaround time for resolving customer complaints and maintaining high customer satisfaction levels. <br/>Advance Technology Systems & Services Private Limited: <br/>From 15th May 2002-30 Mar 2003.Worked as a Telesales Executive till 1st of A <br/>Aviva Life Insurance <br/>Responsibilities and Assignments handled:  <br/>Awarded for the highest quality and quantity, Sales presentations on regional level <br/>EDUCATIONAL QUALIFICATION:  <br/>Professional: <br/>Master Diploma in Business Administration (MBA) from the Indian Institute of Modern Management (IIMM), Pune University, a correspondence course, with specialization in Finance. 2000-2002. <br/>Bachelor of commerce from Lucknow University in 1999 with first Division. <br/>XII Standard from Kendriya Vidhyalaya, Pune in 1996 in commerce stream, securing first division. <br/>X Standard from Kendriya VidhyaIaya, Ambala in 1994 with first division marks. <br/>COMPUTER SKILLS <br/>Windows XP/NT/98/2000 <br/>Intranet and Internet. <br/>Power Point. <br/>Extra Cucurral Activites <br/>Debate and declamations: Have won various prizes in debate & declamations at school and college levels. <br/>Drama: Been an active member of the school and college drama teams and have acted in many ways. <br/>Extempore: Won various awards at the school and college levels. <br/> speaker