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Jkm Realty Delhi/NCR : HR, Training & Development
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[QUOTE=Guest;145198]E-mail ashishm1508 AT gmail.com ashishmishra08 AT yahoo.co.in Ashish Mishra [b]Objective [/b]: To use my 11.8 years rich experience of organizing skills in diverse background to make a positive impact on the functioning of the organization while affording opportunities for professional growth. [b]Work Experience [/b]: (1) May ’09 – Till date Indus Management Corporation, New Delhi (Assistant General Manager) [b]Key Responsibilities and Initiatives [/b]: - Focus on 4 main categories for organizational development which are Management fiber, Human capital, Skill set and Organization in the market place - To work closely with clients to offer tailor-made solutions. To identify the gaps between current and best. Fabricate relationships with business and resource unit leaders and employees nationally for facilitating Training needs. - Make and craft training programmes which are always interactive and through a carefully structured process, motivate and encourage participants to apply what they have learnt to the workplace - Creating and documenting white papers, case studies & resource analysis on a regular basis. - Conducting Post Training analysis to track the benefits, measure the improvements and encourage the decision-making behaviours of the participants. - Controller for the delivery of Training programs, research and development in our domain for producing training materials. (2) May ’08 – Nov 09 Aircel Limited. (Manager - Training Content (PAN India Operations) [b]Responsibilities and Initiatives [/b]: - To conduct Systematic needs assessments to identify and assess organization wide learning and/or program needs related to respective disciplines or functions. - Fabricate relationships with business and resource unit leaders and employees nationally for facilitating Training needs. - Define and produce functional requirement specifications. - The job also involves creating and documenting white papers, case studies & resource analysis - Coordination between Customer Care and Channel Partners to ensure higher business realization. - Conducting research on topics for training and collate reading material for measurement and knowledge enhancement country wide for Aircel. - Controller of the delivery of Training program, research and development in our domain for producing training materials. - Regularly Conducted Train the Trainer programs with a troop of over 200 zonal trainers, project leaders and project directors. - Awarded with the Performance certificate as the best performer from the CS Training for the quarter Oct- Dec ’08. (3) Dec ’05 – May ’08 Vodafone Essar Pvt Limited. (Sr.Trainer for Product and Soft skills) [b]Key Responsibilities and Initiatives [/b]: - Productively levered the vast Retail Business of Vodafone from the prospective of the overall Product Process/Grooming for entire Delhi, UP (West) circles. - Successfully handled a Team of 12 Trainers across the zones and diligently worked on the Standardization of the trainees/agents on the Vodafone Retail and Call Center fronts. - Creatively developed communication and other plans that support implementation and success of program changes. - To manage the operational activities and challenges of allocated BPO divisions and ensure resources match workloads to provide cost effective, high quality service within agreed SLAs and timeliness - Awarded ‘Best Trainer’ for the Processes for the phenomenal improvement in the overall process, soft skills and CSAT of the process cumulatively. - Keeping statistics about the events and performance for training in the organization Quality Audits of Modules and Trainers (5) May ’02 – Dec ’05 American Express Pvt Ltd. Gurgaon (Assistant Team Leader/Subject Matter Expert.) [b]Key Responsibilities and Initiatives [/b]: - Establish innovative systems and procedures for handling of data and reports and continuously improvise on them - Achieving the required AHT (average handling time) in the team as per the process requirements - Identifying the training needs and attrition for the team members and coordinating with the training department. - Monitoring, analyzing, reporting and training agents to improve their Communication Skills,(Courtesy Parameters) and implementing the company’s customer care standards (6) Mar ’00 –May ’02 Hero ITes Pvt Ltd. Gurgaon (Sr.Customer Care Executive) [b]Responsibilities and Initiatives [/b]: - Receiving Calls for the contacted hours by the client. - Appointed as Verification Officer by the client, verifying and converting the deals into sales. - Pilot caller for the inbound campaign for the Mock Call sessions conducted by the Client. Professional Qualification Completed Post Graduate Diploma in Business Management from Dr B R Ambedkar University, Agra [b]Additional Skills [/b]: - Earned a certificate of excellence in Customer Relationship Management training on Accent Neutralization, U.S Accent, Voice Modulation, Telephone Etiquette, and Telemarketing and cross culture from Shraddha Institute of CRM, New Delhi[/QUOTE]
