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[QUOTE=Guest-IJT;109570][b]Name [/b]: ISMAT RAHIM [b]Email [/b]: ismat_rahim AT gmail.com [b]Designation / Skillset[/b] : ASSISTANT MANAGER/TRAVEL/TRAINING [u][b]Resume[/b][/u] : EXPERIENCE 1. EXL SERVICE.COM PVT.LTD., NOIDA, U.P. (Since December 2010) Assistant Manager, Training & Administration Manage training & administration of the Insurance Academy [b]Job Profile [/b]: - To coordinate insurance trainings for new hires and certification trainings for the existing employees - To prepare performance reports of the Academy on a monthly basis - To track the performance of the trainers and their utilization weekly basis - Coordinate with technology with regard to design of e-learning modules & automation of MIS - Participate in client visits and review RFX/RFPs - To look after the overall administration of the academy - To coordinate and organize various programs, ceremonies etc. for the academy 2. INTELENET GLOBAL SERVICES, Gurgaon, Haryana (September 2006 – November 2010) Senior Training Officer Working as a Senior Training Officer for a Travel process [b]Job Profile [/b]: - To ensure new hires are provided with an in depth knowledge of the world geography, travel terminology & glossary, various codes used in airline, hotel and car industry - To provide the new hires training on the GDS Galileo and Amadeus so that they are able to perform their day to day job efficiently and effectively - Conduct New Hire trainings effectively as per training timeline - Ensure effectiveness of training program through updated and calibrated hourly training outline - Provide support to Operations during OJT Phase thereby ensuring smooth transitioning of the training batch to Production - Ensure product and policy updates are incorporated and covered during training - Responsible for creation of Facilitator Guide and training manuals for trainings - Responsible for creation of Product Knowledge Checks for training - Calibrate calls / cases of agents with Operations / Quality Analyst / Client - Attend and follow up on necessary Conference call with client - Perform quality checks on calls / cases of agents and provide necessary feedback - Responsible for covering updates and sharing quality feedback with the agents in Operations - Keep abreast of policy changes and updates within the Process / Company - Ensure accurate and timely reporting to Management / Client - Ensure and maintain accurate and timely reporting to internal Departments like HR, Operations and Facility etc. Transition Experience - Visited New Jersey, USA as a part of the Transition team for the mortgage process. Attended the training program and understood the production and quality aspect of the process - Visited Seattle, USA to represent the training team at a Training Summit held in connection with the technical process [b]Awards & Recognition [/b]: - Awarded the BEST TRAINER for Jan - Mar 08. - Was a part of the transition training team that travelled to MANILA, PHILLIPINES to train and then consequently build a training team comprising of local trainers. Was based out of Manila for 8months. 3. GREAVES TRAVEL INDIA PVT.LTD. New Delhi (September 2005 – August 2006) Senior Travel Consultant for the UK office. [b]Job Profile [/b]: - Handling passenger queries to India, Pakistan & East Africa on British Airways & making reservations on TABS. - Handling issuance of ticket, revalidation and re-issuance of tickets. - Processing the Queues. - Conduct training for new hires. 4. AL FANAR TRAVEL, BAHRAIN (Also, GSA for JETAIRWAYS) (January 2005 – May 2005) Tour Executive & Ticketing Agent. [b]Job Profile [/b]: - Handling domestic & international air reservations. - Booking Holiday Packages for the clients. - Making online hotel reservations throughout the world using the GTA, DOTW hotel reservation systems. - Handling the Jet Airways counter for issuance of tickets and confirmation of seats. 5. DAKSH-E SERVICES PVT.LTD.(Now IBM DAKSH) (August 2003 to November 2004) SME / Customer Care Specialist (Voice) for a travel process [b]Job Profile [/b]: - Conducted SABRE & process related training sessions for the new hired batch. - Provided training on various quality parameters required in a call & in the passenger record. - Conducted quality checks for Passenger Records created by the process associates. - Listened to calls and give feedback to the agents related to process knowledge. - To work out the best possible fare and route and process Air Reservations for both Domestic & International travel. - To search out best possible Car Rental, both in terms of rate & services, available in the particular city requested by the customer and then process the reservation. - To search various Hotels available in a city according to the amenities, rates, services, etc. requested by the passenger & book the best hotel that match the customer’s requirement. - To process schedule change in an already existing PNR and also call up customers to inform them about the same. Trainings Attended [b]- Effective Communication [/b]: A training, which aims at improving communication skills including active listening skills and proper pronunciation skills. [b]- Voice & Accent Training [/b]: A training aimed at neutralizing the voice & accent in order to cater to global customers. [b]- U. S. Culture [/b]: An overview of U.S. Culture, festivals & traditions along with the knowledge about the 48 contingent states & 2 islands of USA [b]- SABRE & Product Training [/b]: A training aimed at teaching the complete SABRE Reservation System & helping in creating a Passenger Name Record (PNR) using a script. Transition Experience - Visited Boise, USA for the on job training at client location. Awards & Recognition - Was judged the Best Trainee during the SABRE & Product Training. - Was awarded for good performance in the Voice & Accent Training. 6. 3D WORLDWIDE (August 2001 to August 2003) Successfully managed my own travel agency. 7. LEE TRAVEL WORLD (June 2001 – August 2001) Worked as a Travel Executive on the Domestic Counter. 8. M & M TOURS AND TRAVELS, New Delhi. (February 1997 – June 2001) Worked as a Travel Executive & managed the accounts of the company TECHNICAL QUALIFICATION - IATA/UFTAA INTERNATIONAL GDS FARES & TICKETING course conducted by AMADEUS INDIA (Equivalent to the IATA/ UFTAA INTERNATIONAL CERTIFICATE course conducted by IATA, MONTREAL) - Diploma in International Airlines & Travel Management from Indian International Trade Centre, New Delhi. - AMADEUS BSP Ticketing Course from AMADEUS INDIA. - GALILEO Basic Central Reservation System Course from GALILEO INDIA. - AMADEUS Basic Central Reservation System Course from AMADEUS INDIA. - Working knowledge of INDIAN AIRLINES & JETAIRWAYS CRS. EDUCATIONAL QUALIFICATION - Post-graduate Diploma in Business Management (equivalent to MBA), with specialization in Finance, from Bhartiya Vidhya Bhavan, New Delhi. - B.A.(Hons.) ECONOMICS from Zakir Hussain College (University of Delhi) in 1996 - All-India Senior Secondary Certificate Examination from Somerville School, NOIDA in 1993 (ISMAT RAHIM) ------------------------------------------------------- [b]More Information about this submission and submitter [/b]:- ___________________________________________________ [b]Submission ID [/b]: 4213976 [b]Date & Time [/b]: 5th Jun 2011 3:09 PM (UTC) [b]IP Address [/b]: 122.177.166.194 [b]Browser Info [/b]: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.0; SLCC1; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30618; .NET4.0C) Predicted Country ;: India[/QUOTE]
