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B I S H A N C H A K R A B O R T Y
OBJECTIVE
I have illustrative experience in ITES Industry/Software Technology Based Company with International Calling
experience as the core areas of Advancement according to the upcoming needs of time and technology
introduced. 8 years of experience in BPO industry alone. I do believe that I am suitable for the post of Lead VNA
Training/ Learning Admin/ Incident Manager /Accounts Manager as I have an experience in the BACS
Operations Department for the past 5 Years in US Mortgage & US Insurance and at this present role for 25
months. Training Schedule Maintenance in IBM Hyderabad since February 2013 and always achieved excellent
feedback in the Sessions conducted on Soft Skill Workshop, Voice Assessment Handling,
SME/VNA/Motivational Training.
EXPERIENCES
IBM India Ltd (AT&T CTS ) February 1, 2013- March 3, 2015 Hyderabad
Learning Administrator (VNA Training-EUS-GTS-IBM)(Band 5C)
Linux and SCCM Troubleshooting VNA & Process End to End Training for L1 and L2 Technicians & VNA
Compliance Parameters Regulation. Provide Coaching & Feedback to enhance Training performance.(Global
Recognition for Going Out-of the Box and helping Client VNA Training Modules)
 Analyze Audit data, Compliance, Linux and SCCM 2007 VNA & Process related data. Prepare &
Implement action plans of Trainers. Analyze the Linux and SCCM 2007 VNA Coaching / Training needs
of the Trainers & support them in delivery in AT&T CTS.
 Participate in AT&T VNA skills Calibrations to ensure consistent scoring & feedback delivery approach in
AT&T CTS Training Consistency.
 Keep the Training Team updated on new process changes/updates, improvement initiatives. Conduct
Compliance, Linux and SCCM 2007 VNA & Process Awareness sessions for new hires. Support floor
Training Initiatives: Resolution & Linux and SCCM 2007 VNA Trainings. Handle PnP Escalations.
 Develop Action plans and report out the improvement process in business reviews. Plan & run campaigns
to drive Awareness/Improvements on Compliance. VNA Up skill & Process Orientation and Daily
performance Report Discussion of training facilitators in AT&T.
BACS Pvt Ltd (HRD Voice/Loss Mitigation Review) March 24, 2008-24th
Jan 2013 Hyderabad
Team Developer(Universal Coach(Band 7))
 Preparing Team Orientation for the new Trainees conducting in tandem with the AVP and the Operations
Manager (Global Bronze Award for L&D Training Excellence)
 Team building, V&A and process Compliance and Customer Service Process Compliance and taking Mock
calls for the Associates. Giving Process Feedbacks directly for client from the batch wise survey for the
other Operations batches and keep attendance tracker and Emergency Transport schedule.
 Taking FLM sessions for the Associates reporting to the AVP and Operations Manager. Managing Pilots
for the HRD Client and Updating the same to Newly joined associates. Conducting group Compliance
sessions of the FLM to help them understand the methodologies needed to be adapted for effective
Operations with the SLA. Generating Reports for the Team and allocating the target for quarterly
appraisals and giving the monthly one on one feedback and Co-coordinating the Quality Associate for their
feedback on Compliance Projects.
Planman Consulting(for IIPM Hyderabad) Aug 11, 2007- Jan 30, 2008 Hyderabad
Senior Training Specialist(Technical & VNA Training)
 Executing a need based analysis of the trainees in order to craft an effective DELL Training program.
 Facilitating the training needs in regards to the infrastructure, the trainers and the facilities. Being the
essential part of the interview panel in evaluating and identifying the right trainer for different domains by
conducting mock sessions. Planning the training and designating the responsibilities to the trainers, the
subject matter experts and the training coordinators.
 Making the evaluation procedures, methodologies and strategies for the training participants and
Flat #14A-G2, R K Residency, Veera Reddy Nagar, Street#1, Nacharam♦Hyderabad-500076
Mobile-7093140232 / 9291608556 E-mail: bishanchakraborty@gmail.com
Skype ID:-bishan.chakraborty
trainers for various clients like DELL, GENPACT, 24/7 Customer, Delloitte. Conducting weekly
meetings with the trainers to provide feedback to team members in the areas of improvement and
strengths. Creating and developing the new training modules
 Conducting the weekly assessments of the trainees with the help of various effective tools used for
evaluating a candidate. Assigning the proctors their respective responsibilities in regards to physical and
mental grooming, subject knowledge and Linux and SCCM 2007 VNA skills
 Conducting weekly Trainee verbal and written feedback sessions to understand the satisfaction levels and
the areas of concerns of the trainees. Sending a weekly report to the placement coordinators in order to
give them a snap shot of the trainees progress and their chances of employability. Conducting group
training sessions of the trainers to help them understand the methodologies needed to be adapted for
effective training.
Apollo Health Street June 19, 2006-Aug 10, 2007 Hyderabad
Senior Executive Payer/ Medical Verification and Medical Insurance International Corporate
Training Spoc In (United Healthcare, Horizon and Ingenix Account acting as Client Interface for the pilot processes and
Train the HR & TRAINING Trainers Group for the HR & VNA Training)
 Preparing Training Orientation for the new HR & TRAINING Trainers conducting in tandem with the
Training Manager and the Operations Manager
 Team building, V&A Training and VNA Process Training and taking Mock calls for the Associates.
 Giving Process Feedbacks directly for client from the batch wise survey for the other HR & TRAINING
Trainer’s batches.
 Taking Training sessions for the Associates reporting to the Training Manager and Operations Manager.
 Managing Pilots for the Ingenix Client and Updating the same to HR & TRAINING Trainers
 Awarded Extra-miler of the year award for making a website on reducing DNC phones which
became a Quality parameter on inbound and Outbound Calls.
WIIL-ACADEMY (Deshopriya Park/Howrah/Rashbihari Avenue)
(Assistant Center Manager)-Instructor In Charge from 2nd May 1999 - 6th May 2002
Kolkata
JOB FUNCTIONS:
 Taking lectures of all 6 semesters of the university courses of Manipal IT Educations (Affiliated from
Bangalore).
 Looking after the Center as a whole for Library Maintenance, Software and Hardware Maintenance.
 Close monitoring of outstanding performance of the other faculties working.
 Implementation of process to systemize Seminars and Projects in Web Enabled Environment.
 Branch office administration for the whole Franchisee of the WIIL ACADEMY.
ACHIEVEMENTS:
 Increase of 25% student admission in this financial year thus increase of turn over was around 50 lakhs
above par income generated.
 Developed new channel for the other university like Viswa-Bharati a Central University, NOU, Burdawan
University.
EDUCATION & PROFESSIONAL TRAININGS
1989–1990 ICSE (New Delhi Board) Sindri
 ICSE
1991–1992 ICSE (New Delhi Board) Sindri
 ISC
1994–1998
 B.E. (Elex & Telecom) G.C.O.E, Nagaon Dhule
(North Maharashtra University)
1998–2000
 E-Tech/HR Management) Webtech Informatics India Ltd Kolkata
( IT Recruitment Management /Website Management & N/W Management)
PERSONAL INFORMATIONS
Date of Birth 23 Dec 1973 (Bankura, WB)
Languages Known English, Hindi, Bengali, Punjabi, Marathi, Telugu
Strength Killer Instinct, Laborious, Honest, Can Travel anywhere
Hobbies Singing (National Contestant:- TVS Sa Re Ga Ma 2002)
Salary Drawn 6 Lacs pa CTC (Rs 47,000 net per month)
Salary Expected 10 Lacs pa CTC
Reference:-
1. Freelance Training Consultant with Col Shiv Founder of Ybrant People for Bureau
of Immigration Services Behavioral Training all India basis and heading the
training for south and east zone. (Bangalore, Kochi, Trivandrum, Chennai,
Hyderabad, Kolkata)-Contracted @ 9.8 lpa for 42 days-Payout of INR 1.16 lacs
2. Freelance VNA SME Madhu Mehta the OPS India Head of Global Talent Track
for Reach Higher Genpact Nasscom Initiative.
3. Centum Learning reporting as VNA and Behavioral Training Consultant with Ravi
Ganti, South Zone Head.
Date:- Bishan Chakraborty
Place:-Hyderabad Signature

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Learning Administrator

  • 1. B I S H A N C H A K R A B O R T Y OBJECTIVE I have illustrative experience in ITES Industry/Software Technology Based Company with International Calling experience as the core areas of Advancement according to the upcoming needs of time and technology introduced. 8 years of experience in BPO industry alone. I do believe that I am suitable for the post of Lead VNA Training/ Learning Admin/ Incident Manager /Accounts Manager as I have an experience in the BACS Operations Department for the past 5 Years in US Mortgage & US Insurance and at this present role for 25 months. Training Schedule Maintenance in IBM Hyderabad since February 2013 and always achieved excellent feedback in the Sessions conducted on Soft Skill Workshop, Voice Assessment Handling, SME/VNA/Motivational Training. EXPERIENCES IBM India Ltd (AT&T CTS ) February 1, 2013- March 3, 2015 Hyderabad Learning Administrator (VNA Training-EUS-GTS-IBM)(Band 5C) Linux and SCCM Troubleshooting VNA & Process End to End Training for L1 and L2 Technicians & VNA Compliance Parameters Regulation. Provide Coaching & Feedback to enhance Training performance.(Global Recognition for Going Out-of the Box and helping Client VNA Training Modules)  Analyze Audit data, Compliance, Linux and SCCM 2007 VNA & Process related data. Prepare & Implement action plans of Trainers. Analyze the Linux and SCCM 2007 VNA Coaching / Training needs of the Trainers & support them in delivery in AT&T CTS.  Participate in AT&T VNA skills Calibrations to ensure consistent scoring & feedback delivery approach in AT&T CTS Training Consistency.  Keep the Training Team updated on new process changes/updates, improvement initiatives. Conduct Compliance, Linux and SCCM 2007 VNA & Process Awareness sessions for new hires. Support floor Training Initiatives: Resolution & Linux and SCCM 2007 VNA Trainings. Handle PnP Escalations.  Develop Action plans and report out the improvement process in business reviews. Plan & run campaigns to drive Awareness/Improvements on Compliance. VNA Up skill & Process Orientation and Daily performance Report Discussion of training facilitators in AT&T. BACS Pvt Ltd (HRD Voice/Loss Mitigation Review) March 24, 2008-24th Jan 2013 Hyderabad Team Developer(Universal Coach(Band 7))  Preparing Team Orientation for the new Trainees conducting in tandem with the AVP and the Operations Manager (Global Bronze Award for L&D Training Excellence)  Team building, V&A and process Compliance and Customer Service Process Compliance and taking Mock calls for the Associates. Giving Process Feedbacks directly for client from the batch wise survey for the other Operations batches and keep attendance tracker and Emergency Transport schedule.  Taking FLM sessions for the Associates reporting to the AVP and Operations Manager. Managing Pilots for the HRD Client and Updating the same to Newly joined associates. Conducting group Compliance sessions of the FLM to help them understand the methodologies needed to be adapted for effective Operations with the SLA. Generating Reports for the Team and allocating the target for quarterly appraisals and giving the monthly one on one feedback and Co-coordinating the Quality Associate for their feedback on Compliance Projects. Planman Consulting(for IIPM Hyderabad) Aug 11, 2007- Jan 30, 2008 Hyderabad Senior Training Specialist(Technical & VNA Training)  Executing a need based analysis of the trainees in order to craft an effective DELL Training program.  Facilitating the training needs in regards to the infrastructure, the trainers and the facilities. Being the essential part of the interview panel in evaluating and identifying the right trainer for different domains by conducting mock sessions. Planning the training and designating the responsibilities to the trainers, the subject matter experts and the training coordinators.  Making the evaluation procedures, methodologies and strategies for the training participants and Flat #14A-G2, R K Residency, Veera Reddy Nagar, Street#1, Nacharam♦Hyderabad-500076 Mobile-7093140232 / 9291608556 E-mail: bishanchakraborty@gmail.com Skype ID:-bishan.chakraborty
  • 2. trainers for various clients like DELL, GENPACT, 24/7 Customer, Delloitte. Conducting weekly meetings with the trainers to provide feedback to team members in the areas of improvement and strengths. Creating and developing the new training modules  Conducting the weekly assessments of the trainees with the help of various effective tools used for evaluating a candidate. Assigning the proctors their respective responsibilities in regards to physical and mental grooming, subject knowledge and Linux and SCCM 2007 VNA skills  Conducting weekly Trainee verbal and written feedback sessions to understand the satisfaction levels and the areas of concerns of the trainees. Sending a weekly report to the placement coordinators in order to give them a snap shot of the trainees progress and their chances of employability. Conducting group training sessions of the trainers to help them understand the methodologies needed to be adapted for effective training. Apollo Health Street June 19, 2006-Aug 10, 2007 Hyderabad Senior Executive Payer/ Medical Verification and Medical Insurance International Corporate Training Spoc In (United Healthcare, Horizon and Ingenix Account acting as Client Interface for the pilot processes and Train the HR & TRAINING Trainers Group for the HR & VNA Training)  Preparing Training Orientation for the new HR & TRAINING Trainers conducting in tandem with the Training Manager and the Operations Manager  Team building, V&A Training and VNA Process Training and taking Mock calls for the Associates.  Giving Process Feedbacks directly for client from the batch wise survey for the other HR & TRAINING Trainer’s batches.  Taking Training sessions for the Associates reporting to the Training Manager and Operations Manager.  Managing Pilots for the Ingenix Client and Updating the same to HR & TRAINING Trainers  Awarded Extra-miler of the year award for making a website on reducing DNC phones which became a Quality parameter on inbound and Outbound Calls. WIIL-ACADEMY (Deshopriya Park/Howrah/Rashbihari Avenue) (Assistant Center Manager)-Instructor In Charge from 2nd May 1999 - 6th May 2002 Kolkata JOB FUNCTIONS:  Taking lectures of all 6 semesters of the university courses of Manipal IT Educations (Affiliated from Bangalore).  Looking after the Center as a whole for Library Maintenance, Software and Hardware Maintenance.  Close monitoring of outstanding performance of the other faculties working.  Implementation of process to systemize Seminars and Projects in Web Enabled Environment.  Branch office administration for the whole Franchisee of the WIIL ACADEMY. ACHIEVEMENTS:  Increase of 25% student admission in this financial year thus increase of turn over was around 50 lakhs above par income generated.  Developed new channel for the other university like Viswa-Bharati a Central University, NOU, Burdawan University. EDUCATION & PROFESSIONAL TRAININGS
  • 3. 1989–1990 ICSE (New Delhi Board) Sindri  ICSE 1991–1992 ICSE (New Delhi Board) Sindri  ISC 1994–1998  B.E. (Elex & Telecom) G.C.O.E, Nagaon Dhule (North Maharashtra University) 1998–2000  E-Tech/HR Management) Webtech Informatics India Ltd Kolkata ( IT Recruitment Management /Website Management & N/W Management) PERSONAL INFORMATIONS Date of Birth 23 Dec 1973 (Bankura, WB) Languages Known English, Hindi, Bengali, Punjabi, Marathi, Telugu Strength Killer Instinct, Laborious, Honest, Can Travel anywhere Hobbies Singing (National Contestant:- TVS Sa Re Ga Ma 2002) Salary Drawn 6 Lacs pa CTC (Rs 47,000 net per month) Salary Expected 10 Lacs pa CTC Reference:- 1. Freelance Training Consultant with Col Shiv Founder of Ybrant People for Bureau of Immigration Services Behavioral Training all India basis and heading the training for south and east zone. (Bangalore, Kochi, Trivandrum, Chennai, Hyderabad, Kolkata)-Contracted @ 9.8 lpa for 42 days-Payout of INR 1.16 lacs 2. Freelance VNA SME Madhu Mehta the OPS India Head of Global Talent Track for Reach Higher Genpact Nasscom Initiative. 3. Centum Learning reporting as VNA and Behavioral Training Consultant with Ravi Ganti, South Zone Head. Date:- Bishan Chakraborty Place:-Hyderabad Signature