- Deepak Mahajan is seeking a challenging position where he can utilize his 9.5 years of experience in training and development roles. - He has worked for companies like Convergys, MetLife, and HomeShop18 in roles like trainer, assistant manager of training, and deputy manager of training. - His responsibilities have included developing training programs, managing training teams, creating standard operating procedures, and more. - He has a MBA in Marketing and HR and certifications in instructional design and insurance domains.

1. DEEPAK MAHAJAN
Mobile: +91-9873210039
E-mail: deepakxmahajan@gmail.com
Objective ___________________________________________________________________________
I have built my skills around Training and Development, based on sound Operations background over the last nine & a
half years. Having spent my formative years in the three well renowned companies Convergys, MetLife (GOSC) &
Homeshop18 in varying roles and responsibilities, I wish to enhance my career in a challenging environment wherein I
can add to my already acquired skills and advance my professional development.
SKILLS SUMMARY_____________________________________________________________________________
EMPLOYMENT HISTORY _____________________________________________________________________
HomeShop18 – Noida, India. 3rd
December 2012 – till Date
Deputy Manager Training (1st
September, 2016 till date)
Core Responsibilities:
 Communicating both with Sales Centre & Customer Service teams to understand their training requirements and
developing training programs around the same
 Training the Customer Service Team members/Team Leads based out of different locations
 Communicating with WFM team on hiring and planning of NHTs
 Creating & updating SOPs for both Sales & Customer Service Departments
 Designing Return & Refund policies for the organization
 Guiding new trainers along with managing the training team along with sharing performance based feedback
 Creating Social Media customer response templates for the different SM teams
 Creating IVR Call flows both for the Sales as well as Customer service teams
Assistant Manager Training (1st
July, 2014 till 31st
August 2016)
Core Responsibilities:
 Guiding new trainers along with managing the training team
 Giving feedback to the trainers based on their performance
 Conducting NHT for the pilot regional batches (Tamil & Kannad batches)
 Creating SMS templates for customer communication (both Transactional & Promotional)
 Creating & updating SOPs for both Sales & Customer Service Departments
 Conducting content review sessions with the trainers ensuring that the same is at par with the current process
 Creating content for the operations teams based on the UAT of new launches
 TTT – (MetLife)
 Training Need Identification,
Analysis and Deployment
 Handling client side escalation
 Advanced coaching and
mentoring skills
 Excellent oral and written
skills
 SOP documentation
 Instructional Designing Certified
(Vyaktitva)

2. Trainer (3rd
December 2012 till 30th
June, 2014)
Effectively train New Hires and Floor Associates on Selling Skills, Communication Skills, Soft Skills, Culture and
Professional Development to enhance their call-taking skills:
Core Responsibilities:
 Develop and customize training modules on Selling Skills, Communication Skills and Soft Skills as per Operational
requirements
 Managing operations based trainings whenever any change is implemented in products/services for Homeshop18
 Created Process Flows & SOPs for the customer service team
 Partnered with Technology/IT Team to create new Software for the Sales Centre Advisors
 Created “Instructions to Agents” for the Sales Centre advisor to ensure the smooth surge of impeccable
information to the customers
 Created Scripts for both Sales Centre and Customer Service associates
 Created Scripts for the Logistics Team for NDR (Non Delivery Reasons)
 Created customer response E-mail Templates for the mailing team
 To audit calls for the both for NHT as well as Tenure associates along with providing constant feedback both on
product and communication parameters
 Maintain standardized Training delivery planning and logistics to ensure smooth implementation of training
 Creating training modules & assessments on the principle of ID (Soft Skills, Telephone Etiquette , NHT
Assessments etc.)
 Monitoring the overall functioning of the training processes, identifying areas for fortification & implementing
passable measures to maximize process accuracy level
 Conducted refresher trainings and floor support initiatives
 Responsible for New Hire training and measured performance in there learning curve (30 days)
 Managing all Administration, Transport & HR related issues of the NHT/Up Skills Trainings
 Ensure the integrity of data in reports by process of internal controls & audits in all functions
MetLife (GOSC) – Greater Noida, India. 3rd
November 2008 - 11th
October 2012
Training Specialist (12th
July 2010 till 11th
October 2012)
Effectively train New Hires and Floor Associates on Voice & Accent, Soft Skills, Culture and Professional Development
to enhance their call-taking skills along with training them on the insurance products:
Core Responsibilities:
 Develop and customize training modules on Voice & Accent, Soft Skills and Culture as per Operational
requirements
 Managing client based trainings whenever any change is implemented in products/services for MetLife
 Created web based training modules for better understanding of multiple database
 Identify the process outliers as per the quality, calls, and e-mails scores and help improve their performance by
closely monitoring their daily functioning, provide feedback and creating action plans. This helped increase positive
Verbatim (voice of the customer) and improve individual and process CSAT
 To audit both verbal and written correspondence (Call and E-mails) for the team associates along with providing
constant feedback both on product and communication parameters
 Maintain standardized Training delivery planning and logistics to ensure smooth implementation of training
 Conduct calibration sessions for the Quality Team , operations and Clients (state side) on Communication
 Creating training modules on the principle of ID (Culture, Accent Familiarization, etc.)
 Knowledge transfer
 Monitoring the overall functioning of the training processes, identifying areas for fortification & implementing
passable measures to maximize process accuracy level
 Conduct TNA to develop Grammar modules as per Operational and Client requirements
 Conducted refresher trainings and floor support initiatives
 Hosted Mock Panels certifying associates to go live on floor and prepared Action plans with Client
 Responsible for New Hire training and measured performance in there learning curve (60 days)

3.  Hosted Management calls with Operation and Clients
 Prepared Monthly Training Dashboards to review Progress with Operations on monthly basis and publish reports
to the stake holders
 Managing all Administration, Transport & HR related issues of the NHT/Cross/Up Skills Trainings
 Conduct monthly Subject Knowledge Tests and refresher for bottom performers
 Ensure the integrity of data in reports by process of internal controls & audits in all functions
 Established Learning path, evaluation, certification, re-evaluation and re-certification process
 Mentoring new trainers along with managing the training team in the absence of training lead
Insurance associate (3rd
November 2008 till 11th
July 2010)
Core Responsibilities:
 Handling billing for group insurance for small business groups in US
 Communicating with groups via calls, emails, and letters for billing activities and delinquent premium amount
 Bills reconciliations
 Working on the escalations received from the on-shore clients, ensuring that the issue gets resolved
 Taking inventory calls along with the US counter parts
 Worked as an acting team leader and handled a team of 15 members in absence of TL
Convergys – Gurgaon, India. 11th
June 2007 - 5th
September 2008
Sr. Customer Care Officer (Citi Bank, US)
Core Responsibilities:
 Taking inbound calls for credit card queries along with up selling products to the customers
 Maintaining C-SAT targets for the process
 Maintaining Sales Target for the process
 Assisted the Training Team by mentoring New Hires with Process Knowledge and Call Quality. This included
giving them mock calls and live assisted calls, thus, helping them to come up the learning curve
SPECIAL ACCOMPLISHMENTS:
MetLife (GOSC):
 STAR Performer, Quarterly RnR, GEM (Accolade) – For Excellent Performance
 Received Director’s appreciation for impeccable performance and maintaining 100% throughput of the new hire
batches along with the continuous improvement in verbal and written correspondence skills for both seasoned as
well as the new associates.
 Successful in-house transitioning of Client training through Webex.
Convergys:
 Certificate of Appreciation for the exceptional Performance in C-SAT for consecutive three months
 Promoted as Sr. Customer Care Officer within 10 months
Homeshop18:
 Certificate of Appreciation for the exceptional Performance as a Trainer twice within the first 6 months
Domain Certification
 LOMA 280 and 290 certified with 100% and 97% marks in the final certification.
 Certified in Instructional designing

4. ACADEMIC QUALIFICATIONS:
 M.B.A. (Marketing and H.R.) from Sikkim Manipal University
 B.A. from Shyam Lal College, Delhi
 Intermediate from CBSE, Delhi
 Matriculation from CBSE, Delhi
PERSONAL DETAILS:
 Medium of Education : English
 Date of Birth : 15th
March, 1985
 Marital Status : Married
 Hobbies : Listening to Music and Riding Bikes
 Languages known : English, Hindi, Punjabi
 Father’s name : Mr. Rakesh Mahajan
 Address : 114-A-Old Anarkali (Near Balaji Mandir, Krishna Nagar)
Delhi-110051