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Firdaus panthaky updtd sm


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Firdaus panthaky updtd sm

  1. 1. Firdaus Nariman Panthaky # 102,Sabar View Apartments, Khanpur, Ahmedabad 380001, Phone:(079)-25600624 Mobile: 90990 35303 Email: _____________________________________________________________________________ Career Profile A highly dynamic 22 years of training, sales, marketing and customer service, an illustrious career reflecting fantastic experience and record breaking performances in all the related assignments. Top notch Training and Development Professional with great background in providing leadership and managing the implementation of Company's Learning Development strategy; setting up a 'One Stop Shop' Training and Development systems and processes in the Training Team to liaise and work in partnership with Training and Development providers, managers and staff who require Training and Development support.  Excellent communication and interpersonal skills have enhanced my success at managing people and implementing many new and challenging programs.  Proactive leader with refined business acumen and exemplary people skills.  Facilitates a team approach to achieve organizational objectives, increase productivity and enhance employee morale.  Quick study, with an ability to easily grasp and put into application new ideas, concepts, methods and technologies.  Dedicated, innovative and self-motivated team player, creativity and initiative to achieve both personal and corporate goals  Exceptional leadership, organizational, oral/written communication, interpersonal, analytical, and problem resolution skills. Education Bachelor of Arts ( Sociology ) April 1989-1990 Mumbai University Mumbai Wilson College Other Courses Diploma in Business Administration (HRM) April 1991 All India Institute of Management Studies Chennai Leadership in Call Centers December 2002 Azure Technologies Employee Enhancement by the company Leadership through Servanthood March 2006 Etech Inc. Employee Enhancement by the company Authorized Assessor Business Skills Assessment July 2010 Government of India affiliation
  2. 2. Synopsis of Skills and Abilities Training Management :  Leading a team of trainers for different training needs and verticals.  Created and delivered specialized and custom modules on Soft Skills.  Conceptualized new training offering to solve the training needs after undertaking the training needs analysis.  Developed strategic plan for team members using strength-weakness-opportunity-threat (SWOT) analysis after they have hit the floor.  Planned module layout for complete and wholesome training.  Developed team member Coaching tools to enhance the performance and implemented the same across the organization.  Developed Performance monitoring and feedback tools, implemented the same across the organization.  Overlooking the team of managers, team leaders coach / mentors for continual feedback and improvement.  Running boot camps with a success ratio as high as 90 percent, turning the bottom performers to consistent above average performers Leadership/Management :  Successfully mentored mid and upper level managers.  Successfully coached and mentored teams of trainers  Led a team of over 80 Call center agents  Managed a team of business development managers  Always nominated to lead change and change management  Led a team of voice agents to manage hurricane Rita Help line set up in India to assist the affected citizens of Texas.  Managed and led Vendor management teams  Managed teams of inbound call center Positive People Builders – Founding Mentor I am an accomplished training and development professional motivated by challenge and rewarded through seamless skills development that synchronizes management visions with employee needs. Proven leader demonstrating integrity, strong business ethics, and the energy to influence and build responsive, competitive teams focused on continuous improvement. Have an outstanding record in designing innovative programs that instantly boost revenues, customer satisfaction and employee motivation. Established credentials in exceeding customer expectations and building superior employee relations while enhancing revenue generation. Passionate for success, committed to professionalism, competitive, self-starter, team player with a "can-do" attitude. All through my career I have been regarded as a mentor with a passion to share my experience, I am always keen to help my peers. Besides being a mentor, I have also led and managed a team of trainers, managers and consultants. I have coached many trainers and managers in upgrading their managerial and training skills. Also developed several training programs. After holding various offices ranging from Team Leader, Trainer, Sales Coach, Head of Operations- Call Center, Head – Presales activities, Vice President – Delivery, which in turn has helped me hone and develop my skills in various disciplines and aspects of doing and running business. I have established Positive People Builders a company specializing in equipping managers and executives with excellent attitudes, skills and knowledge to excel in the highly competitive global economy.
  3. 3. Professional Experience 1. Group Global Head of Contact Center/Presales Operations Telecom Technology Company Panamax Infotech Ltd. AUG 2008 to Nov 2009 Description :  Training, developing and managing the fast growing team of Business Development and Training professionals for the new age (read VOIP) telecom products of group companies.  Led and managed a team of trainers for restructuring and developing the whole training department, creating training modules/structure, delivering the training for the professionals of every level be it a fresher batch or managerial batch.  Conducted soft skills workshops for non operations or non sales team members like Accounts, finance etc.  Led the joint team consisting of Human Resources, Operations, Product Development and Sales team from Group companies to restructure the training and Development processes and implement policies.  Liaoning with international bodies such as the prestigious FCC- Federal Communications Commission, BBB- Better Business Bureau , D&B- Dun and Bradstreet, Visa, Citigroup to name a few ________________________________________________________________________________ 2. Center Manager Apcons Infotech Pvt. Ltd Dec 2007 to Aug 2008 International Business Process Outsourcing Description :  Managing and growing the client and customer relations channels.  Developing the Training and Employee Handbook and ‘analyzing the training needs of the center, accordingly have a team create training modules- ‘Wholistic Training’ modules for the center which includes voice and accent, soft skills and sales.  Managing the administrative needs of the center.  Client communications and correspondence ________________________________________________________________________________ 3. Vice-President - Delivery Sterling Hoffman Private Limited (Baroda) Aug 2007 to Dec 2007 Human Capital Sourcing and management Description :  Creating training modules as per the client’s needs and Imparting soft skills, process and Voice and Accent training to the new and existing employees  Sourcing, screening and recruiting of Life Sciences Professionals, from within the whole of North American continent including Canada, based out of Toronto Canada, we have offices across USA. ________________________________________________________________________________
  4. 4. 4. Soft skills, process & product trainer/sales coaching Etech Inc (Effectiveteleservices) Dec 2004 to Aug 2007 International Business Process Outsourcing Description :  Training young adults to gain success at the fast growing BPO/IELTS company having two call centers placed in Texas, USA to help them with new employees.  Design, develop and Impart soft skills ,voice and accent, process, product and sales training.  Trained over 700 candidates with 95% of the team and campaign objectives met. All of whom hit the floor running and meeting their targets at over 90 percent of their targets, of which 35 percent hit over 125 percent of their targets 5. Campaings manager Oct 2003 to Dec 2004 Indianic Infotech Ltd Offshore web & software design & development Description:  Developing business for business process outsourcing,(web designing) client co-ordination,  Preparing performance reports, preparing training modules and training the new recruits as well as the existing employees on development of soft skills . ____________________________________________________________________________________ 6. Senior customer care executive (training) June 2002 to Nov 2003 Azure Technologies Pvt. Ltd. International Business Process Outsourcing Description:  Selling different products via telemarketing(for fortune 500 companies like AT&T, Mastercard, Visa,  New Century Bank, Ameriquest , preparing performance reports, preparing modules on both inbound &  outbound processes.  On floor training the new recruits, training new and existing employees on soft skills. ____________________________________________________________________________________ 7. Business Development Manager Sept 2001 to Oct 2002 Sigma Solvents and Pharmaceuticals Ltd. Manufacturers of pharmaceutical solvents Description :  Liasoning with government agencies and large pharmaceutical companies, marketing and sales,  Logistics control,  Training of employees on sales & soft skills. ____________________________________________________________________________________
  5. 5. 8. Business Development Officer Dec 1998 to Nov 2001 Houston Marketing Pvt. Ltd. Marketing of international brand sports goods Description:  Marketing of international brands sports goods ( Head, Yonnex, Adidas, etc.), liasoning with all tennis coach in Gujarat, liasoning with suppliers and retailers, arranging and conducting demonstrations. ____________________________________________________________________________________ 9. Night shift manager Dec 1998 to Nov 2000 Ambassador Hotel Hotel Description:  Managing personal relations with corporate clients, managing the front desk,  Managing housekeeping  Room service,  Organizing tours for both national as well as international tourists,  Supporting the training staff by taking up sessions on customer relations and related topics ____________________________________________________________________________________ 10. Branch Pioneer March 1994 to Nov 1998 Indian Journal of Clinical Practice (Mumbai) Compiler & Publishers of Medical Journals & Newspaper Description :  Generating articles from doctors & industry experts,  Marketing of advertisement space,  Generating subscriptions,  Holding joint workshops for medical students,  Training and assessing of new recruits, holding motivation sessions for employees of the company and hospitals.  Managing the live coverage & reporting of conferences.  Distribution of complimentary copies to medical colleges conducting subscription and publicity drives. 11. Asst. Project coordinator Jan 1993 to Jan 1994 Bombay Relief Service (Mumbai) Providing Relief & rehabilitation to the riot affected Description:  Supervision of relief distribution, conducting a full scale survey of the slum, assessing the damage to the slum, supervising the reconstruction of the slum, liasoning for the slum committee with relief and rehabilitation organization, conducting positive thinking workshops for the riot affected, conducting training session on motivation and life skills for the student community of the slum, conducting HIV & AIDS awareness program the slum, conducting training for volunteers on soft skills
  6. 6. ______________________________________________________________________________ 12. Sales & logistics executive March 1988 to Nov 1992 Nirman Food Products (FMCG) Manufacturing and sales of fast moving consumer food products Description:  Growing the client base of retailers , supervising in logistic supports, providing after sales service to the clients, developing new clients, briefing and guiding the new employees, maintaining collections reports Personal information : Date of birth : 23 may 1970 Martial status : Married Children : Two children (Son Mark – 9 years and Daughter Naomi – 6 years) Languages known Speak Read Write English Yes Yes Yes Gujarati Yes Yes Yes Hindi Yes Yes Computer knowledge : Can use Microsoft office surf the net and of course chat. Hobbies : Reading books and e-books by training and management gurus, listening to music . What I value the most : My personal time with my family. I love : Playing with my children I am most excited by: The challenges of my chosen profession I dislike the most : Hypocrites, liars and insincere people I like the most : Honest, truthful and hard working people