SlideShare a Scribd company logo

Rahul sinha sfdc201

Seeking a challenging SFDC-Admin(201) position in a growth oriented organization of repute.

1 of 4
Download to read offline
RAHUL SINHA
Mob: +91 9818889140 / +91 9818732870 ●Email: rah.sinha79@live.com/rah.sinha79@gmail.com
H.No-68B Sector-11B Faridabad Haryana-121006
Leadership ● Team Management ● Facilitation ● SFDC & Force.com- Admin-201
A highly motivated and result driven Professional utilizing enthusiasm, perseverance and strong desire to learn to
contribute and make a positive difference to the organization. Seeking a challenging SFDC-Admin(201) position in a
growth oriented organization of repute.
PROFILE
 High Energy, Optimistic Learning & Development Team Manager with a career spanning 14 yrs including 10 yrs
progressive experience and verifiable achievements with Quantm-Coteq Technical Services, I-Yogi Technical
Services & IBM(GPS)with Strong analytical, Team building, Skill Development, People management &
Organisational Development abilities.
 Excellent leader with track record of success taking initiative to solve critical problems and to achieve strategic
corporate goals.
 Devised creative strategies and orchestrated the implementation of successful initiatives targeted towards
enhancing customer satisfaction.
 Proven experience of combining strong Leadership skills, Motivational skills, expert Domain knowledge,
Communication skills and multitasking capabilities to positively contribute to organizational growth & success.
 Distinguished and recognized for Brand building & positioning, strategizing and fostering client relations to ensure
smooth operations.
 Proficiency in expanding business and streamlining Training & Operations.
SFDC- Admin-201 SKILLSET & DELIVERABLES
 Organization Build-Up: Adept Knowledge of Organisational set up and key building blocks of Company Profile.
 Superior Designing & Analytics: Building, Fostering & Customising Apps-Tabs-Objects to user model, basis OWD,
Profiles, Role hierarchy and Criteria’s set as per the organisational standards to deliver smooth Transition of
workforce, Reporting’s and Dashboards.
 Process Improvement & Automation: Adept Knowledge of Building, Fostering in process Automation with
Workflow, Activity & Data Management system.
 Proficient Chatter Management: Enforcing, Sharing & implication on use of knowledge & communication using
the Chatter management.
 Business Development & Improvement: Fostering, Enforcing, adept knowledge of Grass roots of business- Sales
& Service with implication of Sales & Service Cloud data management system.
KEY DELIVERABLES- Till Last Role- PROFESSIONAL OUTLINE
 Proficient Training Management: Verified record in establishing and transforming training to an efficient,
reliable, fast processing and user friendly processes to ensure smooth functioning and reduced critical error rates.
 Excellent Team Leading Expertise: Building, heading and mentoring teams to provide consistent performances
in demanding situations to achieve organizational goals. Identifying talent and motivating them by high standard
leadership quality.
 Management Expertise: Managing diverse training levels, efficiently managing, interacting with the management
ranks, and customers and ensuring superior performance with minimal error rates and augment business for the
organization.
 Superior Analytical Capabilities: Analyzing the MIS, database organization and other performance statistics and
implementing business centric strategies to steer the organization to growth and success.
 Client Relationship Management: Adept at transforming queries to long term business opportunities, resolving
their issues, providing value added services and spreading goodwill.
 Process Improvement: Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximise customer satisfaction level.
 Business Development: Evolving market segmentation & penetration strategies to achieve targets. Reviewing &
interpreting competition strategies, monitoring and generating reports for the top management to fine-tune
strategies
PREVIOUS BPO ASSIGNMENTS
QuantM - Coteq Technical Services
Manager Training Team – Learning & Development (Sep 2015 – Dec 2015)
Team Management ● Default Resolution ● Skill enhancement ● Service Delivery ● Strategic Implementation
Highlights:
 Empower the workforce: Analyze, design, develop and evaluate training solutions, including interactive instructor-led
courses, self-instruction and web-based learning modules.
 Influence the lives of others: Develop, train, and manage program trainers of diversified skill set and yet teaming them
under one umbrella the 'Training Team'
 Strengthen relationships: Engage key stakeholders and cross-functional leaders to ensure strategic alignment for training
and executive sponsorship. Including Calibration with Quality & Business Heads to improve performance & call quality.
 Exhibited Vendor/Client Relationship management.
 Set the path to success: Oversee the on-boarding of new trainers and the trainer certification process TTT.
 Effective Workforce: Implementation of the Training policy and complete Training Administration.
 Strategic Implementation: Strategic Consulting, including business plan implementation & sales strategy development.
 Engineered skilled talent retention methodologies with R&R programs for excellence in process matrices.
I YOGI Technical Services
Sr. Training Facilitator – Sales Training (Sep 2011 – Aug 2015)
Sales Training ● Default Resolution ● Process Training ● Service Delivery ● Team Management
Highlights:
 Synthesized the process training to deliver quality in terms deliverables.
 Defined the Training needs, learning curve, developed training schedule, training manuals, engineered TTT
certification process, trained new teams ensuring the learning curve is achieved as agreed.
 Exhibited Vendor Relationship management.
 Exhibited ownership of business and ensured the KRA’s are met which resulted in generating additional projects.
 Executed check in absenteeism and resources keeping resulting in drop of attrition rate and lowered training cost.
 Executed and successfully implemented online shopping store, creating additional profits for the company.
 Exhibited ownership of business and ensured successful implementation of new campaign for Accounting
software.
 Exhibited ownership in synthesizing training methods with Job requirements in the Technical Market for the
company.
 Identifying Training needs and implementing strategic approach towards BQ to achieve desired Revenue & Quality
targets.
IBM GPS
Training Facilitator–Training (Feb 2010 – Aug 2011)
Customer Service Executive (April 2005– 2010)
Platinum/CitiBank(SLC) ●Default Resolution●Process Training●Service Delivery● Team Management
Highlights:Platinum
 Synthesized the process training to deliver client quality in terms deliverables.
 Designed methodologies to increase throughput from 40% to 80% with first pass percentage above75%.
 Defined the Training needs, learning curve, developed training schedule, training manuals, trained new teams
ensuring the learning curve is achieved as agreed.
 Engineered transition and implementation of additional projects and queues. This resulted in effectively reducing
error rates resulting in QMC targets from 65% to 90% above.
 Exhibited ownership of business and ensured the KRA’s are met which resulted in generating additional projects.
 Executedcheck in absenteeism and resources keeping resulting in drop of attrition rate and lowered training cost.
Highlights: CitiBank(Student Loan Corporation-USA)
 Nurtured as customer care executive to Sr-customer care executive and set standards in exceptional deliverable
quality.
 Groomed to an international standard of training, quality and operational skills for upcoming assignments.
 Recognised by client and management for exceptional quality.
Recognitions:
 Top performer for the 4th Quarter by Student Loan Corporation 2006 Best Quality from client.
 Certificate Of Excellence 2006 IBM Daksh.
 For exceptional performance – KAIZEN / TOP GUN category (June 2007, Nov 2007 & Dec 2007).
 SUPER TALENTED STAR ACHIEVER OF THE YEAR 2007, IBM Daksh.
 On completion of 3 years – LONG ASSOCIATION AWARD- 2008 IBM BPS.
 THE MASTERO Jan 2008 IBM BPS.
 On completion of 5 years – LONG ASSOCIATION AWARD- 2010 IBM India GPS.
PREVIOUS ASSIGNMENTS- HOSPITALITY SERVICES
The Oberoi- Amarvilas(Agra)
F&B and Instructor (Dec 2003– April 2005)
Highlights:
 Managed multiple F&B outlets in the hotel in terms of acquiring understanding of relevant section, liaison with
training needs.
 Provided clear leadership to the teams to ensure team, individual and organizational objectives to be met.
 Achieved the set targets by the management.
 Ensured qualityand disciplined service to the customers.
 Organisedtraining programmes for new employees and monitoring and mentoring their performance.
 Recognised for managing restaurant and prompt service, collating escalations, providing recommendations to
reduce operational costs and increasing customer satisfactions.
V- Customer
Customer Care Executive (Sep 2003– Nov 2003)
 First venture into BPO sector with Sales Process- Marshall Fields USA.
The Bristol Gurgaon
Sr- F&B Steward (Oct 2002– Aug 2003)
 Managed multiple F&B outlets in the hotel in terms of acquiring understanding of relevant sections of service.
 Ensured qualityand disciplined service to the customers, with training needs to new joiners in F&B service from
other professional fields.
 Catered to management needs in organising and planning festivals.
 Responsive to daily MIS reports to Sales and Marketing.
The Jaypee Residency Manor Mussorrie
Commie de Rang (April 2002– Sep 2002)
 First step towards career path in Hospitality Industry.
 High energy towards understanding resort operations and delivering exceptional F&B service.
 Catered to management needs in organising and planning festivals.
 Ensured quality and disciplined service to the customers.
PROFESSIONAL DEVELOPMENT
Highlights:
 Undergone Microsoft Office Certification programme.
 Lean Workshops - How to make your department or organisation more competitive.
 Undergone “THE ENABLING LEADERSHIP” certificate programme from IBM GPS (2011).
 Undergone “FEEDBACK SKILLS” certificate programme from IBM GPS (2011).
 Certified Sales trainer under guidance of Sr VP- Mr AkshayBandhu.
 Undergone SFDC-201 & Force.com Learning, Building & Implementation under expert Guidance of Mr. Devanand
ManiRao from Edureka (2016).
EDUCATION
 Bachelors of Science - Hospitality and Hotel Administration
Indira Gandhi National Open University (IGNOU), 2007.
 Diploma in Hotel Management and Catering Technology
National Council for Hotel Management and Catering Technology, Bhubaneswar, 2001
 Schooling 10th and 10+2
A.P.J Public School Sec-15 Faridabad Haryana.
PERSONAL DETAILS
 Date of Birth:7May 1979
 Languages Known: English, Hindi & Bengali

More Related Content

What's hot

What's hot (20)

CV_Sanjay Patel
CV_Sanjay PatelCV_Sanjay Patel
CV_Sanjay Patel
 
AM-CV-UPTD-2
AM-CV-UPTD-2AM-CV-UPTD-2
AM-CV-UPTD-2
 
Asad_Resume V1
Asad_Resume V1Asad_Resume V1
Asad_Resume V1
 
Leadership Hiring Senior Consultant-Bishan Chakraborty
Leadership Hiring Senior Consultant-Bishan ChakrabortyLeadership Hiring Senior Consultant-Bishan Chakraborty
Leadership Hiring Senior Consultant-Bishan Chakraborty
 
Manish Varshney
Manish VarshneyManish Varshney
Manish Varshney
 
Amit Soni-Resume
Amit Soni-ResumeAmit Soni-Resume
Amit Soni-Resume
 
Resume Vijay Agstya
Resume Vijay AgstyaResume Vijay Agstya
Resume Vijay Agstya
 
Mukesh
MukeshMukesh
Mukesh
 
Nadeem Awan Resume
Nadeem Awan ResumeNadeem Awan Resume
Nadeem Awan Resume
 
Farooq omar brief pro pdf
Farooq omar brief pro pdfFarooq omar brief pro pdf
Farooq omar brief pro pdf
 
Saif Resume_2016_S&M
Saif Resume_2016_S&MSaif Resume_2016_S&M
Saif Resume_2016_S&M
 
Kiran Agrawal
Kiran AgrawalKiran Agrawal
Kiran Agrawal
 
Pawan CV latest
Pawan CV latestPawan CV latest
Pawan CV latest
 
vijender
vijendervijender
vijender
 
Simon Mayo Professional CV April 2016
Simon Mayo Professional CV April 2016Simon Mayo Professional CV April 2016
Simon Mayo Professional CV April 2016
 
Vipin Rajan Padipura Resume
Vipin Rajan Padipura ResumeVipin Rajan Padipura Resume
Vipin Rajan Padipura Resume
 
Weiner resume updated march 2017
Weiner resume updated march 2017Weiner resume updated march 2017
Weiner resume updated march 2017
 
Resume
ResumeResume
Resume
 
Resume
ResumeResume
Resume
 
Diwakar Dalela (1)
Diwakar Dalela (1)Diwakar Dalela (1)
Diwakar Dalela (1)
 

Viewers also liked

8 klas fizika_zasekina_2016
8 klas fizika_zasekina_20168 klas fizika_zasekina_2016
8 klas fizika_zasekina_2016NEW8
 
2 irt k_ua
2 irt k_ua2 irt k_ua
2 irt k_ua4book
 
8 klas ukrajinska_mova_ermolenko_2016
8 klas ukrajinska_mova_ermolenko_20168 klas ukrajinska_mova_ermolenko_2016
8 klas ukrajinska_mova_ermolenko_2016NEW8
 
8 zl k
8 zl k8 zl k
8 zl k4book
 
Підручник Зарубіжна Література 8 клас Паращич, Фефілова 2016, нова програма
Підручник Зарубіжна Література 8 клас Паращич, Фефілова 2016, нова програмаПідручник Зарубіжна Література 8 клас Паращич, Фефілова 2016, нова програма
Підручник Зарубіжна Література 8 клас Паращич, Фефілова 2016, нова програмаNgb Djd
 
Підручник Географія 8 клас Кобернік, Коваленко 2016 нова програма
Підручник Географія 8 клас Кобернік, Коваленко 2016 нова програмаПідручник Географія 8 клас Кобернік, Коваленко 2016 нова програма
Підручник Географія 8 клас Кобернік, Коваленко 2016 нова програмаNgb Djd
 
8 um e_2016
8 um e_20168 um e_2016
8 um e_20164book
 
8 rm g_2008_u
8 rm g_2008_u8 rm g_2008_u
8 rm g_2008_u4book
 
Ukrain literatura 8kl avramenko
Ukrain literatura 8kl avramenkoUkrain literatura 8kl avramenko
Ukrain literatura 8kl avramenko4book
 
2k rus-silnov-kanevsk-12
2k rus-silnov-kanevsk-122k rus-silnov-kanevsk-12
2k rus-silnov-kanevsk-12shakhtarr00
 
Silnova r jrus_p_2rus_(094-12)_s
Silnova r jrus_p_2rus_(094-12)_sSilnova r jrus_p_2rus_(094-12)_s
Silnova r jrus_p_2rus_(094-12)_s4book
 
2k prirodoz-gilberg-sak-12
2k prirodoz-gilberg-sak-122k prirodoz-gilberg-sak-12
2k prirodoz-gilberg-sak-12shakhtarr00
 
8 iu g_2008_u
8 iu g_2008_u8 iu g_2008_u
8 iu g_2008_u8klas
 
7 zl f_2007_u
7 zl f_2007_u7 zl f_2007_u
7 zl f_2007_upidru4
 
8 geog b_2016
8 geog b_20168 geog b_2016
8 geog b_20164book
 
2 o g
2 o g2 o g
2 o g2klas
 
Stefan Stranne's University diploma 2015
Stefan Stranne's University diploma 2015Stefan Stranne's University diploma 2015
Stefan Stranne's University diploma 2015Stefan Stranne
 

Viewers also liked (20)

8 klas fizika_zasekina_2016
8 klas fizika_zasekina_20168 klas fizika_zasekina_2016
8 klas fizika_zasekina_2016
 
2 irt k_ua
2 irt k_ua2 irt k_ua
2 irt k_ua
 
8 klas ukrajinska_mova_ermolenko_2016
8 klas ukrajinska_mova_ermolenko_20168 klas ukrajinska_mova_ermolenko_2016
8 klas ukrajinska_mova_ermolenko_2016
 
8 zl k
8 zl k8 zl k
8 zl k
 
Підручник Зарубіжна Література 8 клас Паращич, Фефілова 2016, нова програма
Підручник Зарубіжна Література 8 клас Паращич, Фефілова 2016, нова програмаПідручник Зарубіжна Література 8 клас Паращич, Фефілова 2016, нова програма
Підручник Зарубіжна Література 8 клас Паращич, Фефілова 2016, нова програма
 
Підручник Географія 8 клас Кобернік, Коваленко 2016 нова програма
Підручник Географія 8 клас Кобернік, Коваленко 2016 нова програмаПідручник Географія 8 клас Кобернік, Коваленко 2016 нова програма
Підручник Географія 8 клас Кобернік, Коваленко 2016 нова програма
 
8 um e_2016
8 um e_20168 um e_2016
8 um e_2016
 
В.М.Бойко. Україна в світі. 8 клас: нова програма, новий підручник, нове баче...
В.М.Бойко. Україна в світі. 8 клас: нова програма, новий підручник, нове баче...В.М.Бойко. Україна в світі. 8 клас: нова програма, новий підручник, нове баче...
В.М.Бойко. Україна в світі. 8 клас: нова програма, новий підручник, нове баче...
 
8 rm g_2008_u
8 rm g_2008_u8 rm g_2008_u
8 rm g_2008_u
 
8 asr mord-a
8 asr mord-a8 asr mord-a
8 asr mord-a
 
Ukrain literatura 8kl avramenko
Ukrain literatura 8kl avramenkoUkrain literatura 8kl avramenko
Ukrain literatura 8kl avramenko
 
2k rus-silnov-kanevsk-12
2k rus-silnov-kanevsk-122k rus-silnov-kanevsk-12
2k rus-silnov-kanevsk-12
 
Silnova r jrus_p_2rus_(094-12)_s
Silnova r jrus_p_2rus_(094-12)_sSilnova r jrus_p_2rus_(094-12)_s
Silnova r jrus_p_2rus_(094-12)_s
 
2k prirodoz-gilberg-sak-12
2k prirodoz-gilberg-sak-122k prirodoz-gilberg-sak-12
2k prirodoz-gilberg-sak-12
 
8 iu g_2008_u
8 iu g_2008_u8 iu g_2008_u
8 iu g_2008_u
 
7 zl f_2007_u
7 zl f_2007_u7 zl f_2007_u
7 zl f_2007_u
 
8 geog b_2016
8 geog b_20168 geog b_2016
8 geog b_2016
 
1 ry ka
1 ry ka1 ry ka
1 ry ka
 
2 o g
2 o g2 o g
2 o g
 
Stefan Stranne's University diploma 2015
Stefan Stranne's University diploma 2015Stefan Stranne's University diploma 2015
Stefan Stranne's University diploma 2015
 

Similar to Rahul sinha sfdc201 (20)

Rohit Sud profile v1
Rohit Sud profile v1Rohit Sud profile v1
Rohit Sud profile v1
 
Training Manager-Bishan Chakraborty
Training Manager-Bishan ChakrabortyTraining Manager-Bishan Chakraborty
Training Manager-Bishan Chakraborty
 
UPDATED RESUME-ROUNDER
UPDATED RESUME-ROUNDERUPDATED RESUME-ROUNDER
UPDATED RESUME-ROUNDER
 
UPDATED RESUME-ROUNDER
UPDATED RESUME-ROUNDERUPDATED RESUME-ROUNDER
UPDATED RESUME-ROUNDER
 
Vineeth_CV_V1.6_2016
Vineeth_CV_V1.6_2016Vineeth_CV_V1.6_2016
Vineeth_CV_V1.6_2016
 
Amit Raman-123
Amit Raman-123Amit Raman-123
Amit Raman-123
 
JOSEPH ROZARIO
JOSEPH ROZARIOJOSEPH ROZARIO
JOSEPH ROZARIO
 
Resume_Anuj Arora
Resume_Anuj AroraResume_Anuj Arora
Resume_Anuj Arora
 
MH LI Resume_03-10-17
MH LI Resume_03-10-17MH LI Resume_03-10-17
MH LI Resume_03-10-17
 
Soumya Viswanath July 15
Soumya Viswanath July 15Soumya Viswanath July 15
Soumya Viswanath July 15
 
Resume_of_suresh-2016_latest
Resume_of_suresh-2016_latestResume_of_suresh-2016_latest
Resume_of_suresh-2016_latest
 
Chandrashekar - Resume
Chandrashekar - ResumeChandrashekar - Resume
Chandrashekar - Resume
 
Himanish goswami 2016
Himanish goswami 2016Himanish goswami 2016
Himanish goswami 2016
 
MH LI Resume_08-01-17
MH LI Resume_08-01-17MH LI Resume_08-01-17
MH LI Resume_08-01-17
 
Sudhakar_Resume
Sudhakar_ResumeSudhakar_Resume
Sudhakar_Resume
 
CV_DH_ Geo PP
CV_DH_ Geo PPCV_DH_ Geo PP
CV_DH_ Geo PP
 
Prabhat Chauhan -CV
Prabhat Chauhan -CVPrabhat Chauhan -CV
Prabhat Chauhan -CV
 
MH LI Resume_06-05-17
MH LI Resume_06-05-17MH LI Resume_06-05-17
MH LI Resume_06-05-17
 
VNS V5Resume2016
VNS V5Resume2016VNS V5Resume2016
VNS V5Resume2016
 
VIKRAM SETHI (3)
VIKRAM SETHI (3)VIKRAM SETHI (3)
VIKRAM SETHI (3)
 

Rahul sinha sfdc201

  • 1. RAHUL SINHA Mob: +91 9818889140 / +91 9818732870 ●Email: rah.sinha79@live.com/rah.sinha79@gmail.com H.No-68B Sector-11B Faridabad Haryana-121006 Leadership ● Team Management ● Facilitation ● SFDC & Force.com- Admin-201 A highly motivated and result driven Professional utilizing enthusiasm, perseverance and strong desire to learn to contribute and make a positive difference to the organization. Seeking a challenging SFDC-Admin(201) position in a growth oriented organization of repute. PROFILE  High Energy, Optimistic Learning & Development Team Manager with a career spanning 14 yrs including 10 yrs progressive experience and verifiable achievements with Quantm-Coteq Technical Services, I-Yogi Technical Services & IBM(GPS)with Strong analytical, Team building, Skill Development, People management & Organisational Development abilities.  Excellent leader with track record of success taking initiative to solve critical problems and to achieve strategic corporate goals.  Devised creative strategies and orchestrated the implementation of successful initiatives targeted towards enhancing customer satisfaction.  Proven experience of combining strong Leadership skills, Motivational skills, expert Domain knowledge, Communication skills and multitasking capabilities to positively contribute to organizational growth & success.  Distinguished and recognized for Brand building & positioning, strategizing and fostering client relations to ensure smooth operations.  Proficiency in expanding business and streamlining Training & Operations. SFDC- Admin-201 SKILLSET & DELIVERABLES  Organization Build-Up: Adept Knowledge of Organisational set up and key building blocks of Company Profile.  Superior Designing & Analytics: Building, Fostering & Customising Apps-Tabs-Objects to user model, basis OWD, Profiles, Role hierarchy and Criteria’s set as per the organisational standards to deliver smooth Transition of workforce, Reporting’s and Dashboards.  Process Improvement & Automation: Adept Knowledge of Building, Fostering in process Automation with Workflow, Activity & Data Management system.  Proficient Chatter Management: Enforcing, Sharing & implication on use of knowledge & communication using the Chatter management.  Business Development & Improvement: Fostering, Enforcing, adept knowledge of Grass roots of business- Sales & Service with implication of Sales & Service Cloud data management system. KEY DELIVERABLES- Till Last Role- PROFESSIONAL OUTLINE  Proficient Training Management: Verified record in establishing and transforming training to an efficient, reliable, fast processing and user friendly processes to ensure smooth functioning and reduced critical error rates.  Excellent Team Leading Expertise: Building, heading and mentoring teams to provide consistent performances in demanding situations to achieve organizational goals. Identifying talent and motivating them by high standard leadership quality.  Management Expertise: Managing diverse training levels, efficiently managing, interacting with the management ranks, and customers and ensuring superior performance with minimal error rates and augment business for the organization.  Superior Analytical Capabilities: Analyzing the MIS, database organization and other performance statistics and implementing business centric strategies to steer the organization to growth and success.  Client Relationship Management: Adept at transforming queries to long term business opportunities, resolving their issues, providing value added services and spreading goodwill.
  • 2.  Process Improvement: Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.  Business Development: Evolving market segmentation & penetration strategies to achieve targets. Reviewing & interpreting competition strategies, monitoring and generating reports for the top management to fine-tune strategies PREVIOUS BPO ASSIGNMENTS QuantM - Coteq Technical Services Manager Training Team – Learning & Development (Sep 2015 – Dec 2015) Team Management ● Default Resolution ● Skill enhancement ● Service Delivery ● Strategic Implementation Highlights:  Empower the workforce: Analyze, design, develop and evaluate training solutions, including interactive instructor-led courses, self-instruction and web-based learning modules.  Influence the lives of others: Develop, train, and manage program trainers of diversified skill set and yet teaming them under one umbrella the 'Training Team'  Strengthen relationships: Engage key stakeholders and cross-functional leaders to ensure strategic alignment for training and executive sponsorship. Including Calibration with Quality & Business Heads to improve performance & call quality.  Exhibited Vendor/Client Relationship management.  Set the path to success: Oversee the on-boarding of new trainers and the trainer certification process TTT.  Effective Workforce: Implementation of the Training policy and complete Training Administration.  Strategic Implementation: Strategic Consulting, including business plan implementation & sales strategy development.  Engineered skilled talent retention methodologies with R&R programs for excellence in process matrices. I YOGI Technical Services Sr. Training Facilitator – Sales Training (Sep 2011 – Aug 2015) Sales Training ● Default Resolution ● Process Training ● Service Delivery ● Team Management Highlights:  Synthesized the process training to deliver quality in terms deliverables.  Defined the Training needs, learning curve, developed training schedule, training manuals, engineered TTT certification process, trained new teams ensuring the learning curve is achieved as agreed.  Exhibited Vendor Relationship management.  Exhibited ownership of business and ensured the KRA’s are met which resulted in generating additional projects.  Executed check in absenteeism and resources keeping resulting in drop of attrition rate and lowered training cost.  Executed and successfully implemented online shopping store, creating additional profits for the company.  Exhibited ownership of business and ensured successful implementation of new campaign for Accounting software.  Exhibited ownership in synthesizing training methods with Job requirements in the Technical Market for the company.  Identifying Training needs and implementing strategic approach towards BQ to achieve desired Revenue & Quality targets. IBM GPS Training Facilitator–Training (Feb 2010 – Aug 2011) Customer Service Executive (April 2005– 2010) Platinum/CitiBank(SLC) ●Default Resolution●Process Training●Service Delivery● Team Management Highlights:Platinum  Synthesized the process training to deliver client quality in terms deliverables.  Designed methodologies to increase throughput from 40% to 80% with first pass percentage above75%.  Defined the Training needs, learning curve, developed training schedule, training manuals, trained new teams ensuring the learning curve is achieved as agreed.
  • 3.  Engineered transition and implementation of additional projects and queues. This resulted in effectively reducing error rates resulting in QMC targets from 65% to 90% above.  Exhibited ownership of business and ensured the KRA’s are met which resulted in generating additional projects.  Executedcheck in absenteeism and resources keeping resulting in drop of attrition rate and lowered training cost. Highlights: CitiBank(Student Loan Corporation-USA)  Nurtured as customer care executive to Sr-customer care executive and set standards in exceptional deliverable quality.  Groomed to an international standard of training, quality and operational skills for upcoming assignments.  Recognised by client and management for exceptional quality. Recognitions:  Top performer for the 4th Quarter by Student Loan Corporation 2006 Best Quality from client.  Certificate Of Excellence 2006 IBM Daksh.  For exceptional performance – KAIZEN / TOP GUN category (June 2007, Nov 2007 & Dec 2007).  SUPER TALENTED STAR ACHIEVER OF THE YEAR 2007, IBM Daksh.  On completion of 3 years – LONG ASSOCIATION AWARD- 2008 IBM BPS.  THE MASTERO Jan 2008 IBM BPS.  On completion of 5 years – LONG ASSOCIATION AWARD- 2010 IBM India GPS. PREVIOUS ASSIGNMENTS- HOSPITALITY SERVICES The Oberoi- Amarvilas(Agra) F&B and Instructor (Dec 2003– April 2005) Highlights:  Managed multiple F&B outlets in the hotel in terms of acquiring understanding of relevant section, liaison with training needs.  Provided clear leadership to the teams to ensure team, individual and organizational objectives to be met.  Achieved the set targets by the management.  Ensured qualityand disciplined service to the customers.  Organisedtraining programmes for new employees and monitoring and mentoring their performance.  Recognised for managing restaurant and prompt service, collating escalations, providing recommendations to reduce operational costs and increasing customer satisfactions. V- Customer Customer Care Executive (Sep 2003– Nov 2003)  First venture into BPO sector with Sales Process- Marshall Fields USA. The Bristol Gurgaon Sr- F&B Steward (Oct 2002– Aug 2003)  Managed multiple F&B outlets in the hotel in terms of acquiring understanding of relevant sections of service.  Ensured qualityand disciplined service to the customers, with training needs to new joiners in F&B service from other professional fields.  Catered to management needs in organising and planning festivals.  Responsive to daily MIS reports to Sales and Marketing. The Jaypee Residency Manor Mussorrie Commie de Rang (April 2002– Sep 2002)  First step towards career path in Hospitality Industry.  High energy towards understanding resort operations and delivering exceptional F&B service.  Catered to management needs in organising and planning festivals.  Ensured quality and disciplined service to the customers.
  • 4. PROFESSIONAL DEVELOPMENT Highlights:  Undergone Microsoft Office Certification programme.  Lean Workshops - How to make your department or organisation more competitive.  Undergone “THE ENABLING LEADERSHIP” certificate programme from IBM GPS (2011).  Undergone “FEEDBACK SKILLS” certificate programme from IBM GPS (2011).  Certified Sales trainer under guidance of Sr VP- Mr AkshayBandhu.  Undergone SFDC-201 & Force.com Learning, Building & Implementation under expert Guidance of Mr. Devanand ManiRao from Edureka (2016). EDUCATION  Bachelors of Science - Hospitality and Hotel Administration Indira Gandhi National Open University (IGNOU), 2007.  Diploma in Hotel Management and Catering Technology National Council for Hotel Management and Catering Technology, Bhubaneswar, 2001  Schooling 10th and 10+2 A.P.J Public School Sec-15 Faridabad Haryana. PERSONAL DETAILS  Date of Birth:7May 1979  Languages Known: English, Hindi & Bengali