Naved Ahmed has over 14 years of experience in training and business process outsourcing. He is currently the Training Head at GVK EMRI, a state government emergency response program, where he oversees training for multiple emergency response helplines. Previously, he held training roles at insurance and BPO companies, where he trained new hires, led teams, and developed training programs. He has a history of exceeding targets and received several awards and promotions for his performance.

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Naved Ahmed
Mobile: +919839586999 E-mail: navedahmed1313@gmail.com
 A dynamic professional with more than 14 plus years‟ of diversified experience in BPO and Insurance
Sector.
 12 plus years of rich experience in Training domain.
 Currently associated with GVK EMRI with State Government Project-108-102-181
 A keen learner and proactive team player, I want to harness my skills and experience to help the organization
identify positions that directly produce revenue, reach customers or encompass skills that differentiate a
company from its rivals.
 An effective communicator with excellent team leadership skills, strong analytical, problem solving &
organizational abilities.
 Positive Management Skills to overachieve the objective.
EDUCATION
B.Com, Lucknow University.
MBA in Human Resource Management
2002
2011
Diploma in Computers – E-Commerce- Lucknow 2002
PROVEN JOB ROLE
 Currently Working as a Training Head-Partner with GVK EMRI/State Govt.
 Got elevated as Senior Manager-Learning & Development on March 31
st
‟15.
 Qualified in the Zone Contest(KICK) from 28 offices.
 Topping the Chart again in Annual R n R and IMPACT Contest across North 2 Region.
 Recently Qualified for Quarterly Awards –Centre of Excellence , Quest for Best and Product Champion
 Topped the chart in the entire region (28 Offices) on making the financial experts to get Product
Diversified by selling 4 different solutions in one month.
 Awarded Quarterly & Monthly Recognitions for 100% Pass Percentage across the region July‟13-
Nov‟13.
 Qualified for Abroad Destination IMPACT across 28 offices for FY 2014-14 & 2014-15.
 Being in Top 5 Offices for this financial year.
 Awarded Quarterly Recognitions for achieving YTD Proactive Plan. Aug‟13-Oct‟13.
 Got recognised for making the team to sell four or more different financial solutions month on month and
was awarded for the same. Aug‟13-Oct‟13.
 Promoted within 12 months from Specialist Training to Lead Training in Aegis.
 Got elevated as Assistant Manager-Training for Vodafone in a time span of 12 months.
 Meeting the benchmarks month and month and over achieving the targets as well.
 Was awarded as the Customer Experience CHAMP in 2005 and was a part of the corporate dinner
with the Country Manager and other senior management.
 Was awarded as the “Best Trainer” for Q-2 „06.
 Awarded as the Wall of Fame from Training function in July‟10.
 Was awarded as the “Best Trainer” for the month of Feb‟10.
 Have been the best champ of the month in Quality, Customer Satisfaction metrics and was a part of the
corporate meeting with Mr. Michael Dell.

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CAREER PROGRESSION
Nov‟15 till date
Associated with GVK EMRI/State Govt. as (Partner -Training Head)
 Handling three Line of Business-102, 108 and 181 Emergency Helpline.
 Looking after the entire transition phase in all the helplines.
 Couples of Trainers are reporting in 102 and 108 to me.
 MIS and Content Development on need base.
 Conducting different set of session to Leadership Team.
 Currently conducting trainings to new hires of 181 Helpline.
 Quality and AHT Check post certification of new hires for the first 30 days.
 Monthly T n I Sessions content creation and planning to execution.
 Creation of Training Calendar/Certification Planners and Monthly Review
 Cost Effective Training within the budget.
Apr‟15 till Oct‟15.
Max Life Insurance-Max Skill First-Max India Group
Senior Branch Manager-Learning & Development
 Added responsibility of collating regional data and publishing it accordingly.
 Conducting Training Sessions for Max Group.
 Giving Trainings to new hires and managers on TAB usage.
 Creating a readymade solutions for the clients which is easy to convert the productivity.
 Rest of added responsibilities which are mentioned under as Manager Learning and Development.

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Max Life Insurance-Max India Group
Branch Manager_Learning & Development
Overview-Job Profile
 Handling the Entire Branch single handedly from support domain to
sales domain.
 Conducting Training ,Refreshers and Skilling Sessions for Managers.
 Conducting IC-33, Product Sessions for the Advisors of all age groups
from young to senior citizens.
 Coaching and Feedback to new hires from Advisors to Sales Managers
 Closely driving product refreshers and their outcome with the managers
and advisors.
 Throughput Percentage overall has been 85% and above.
 Working closely with Managers in order to meet their targets.
 Sessions related to Sales Activities, Motivational Trainings.
 Sharing different experiences during the training related to past
performances.
 Planning Monthly Training Calendar, Monthly Performance Reports,
Monthly Sales Meet, Rewards and Recognitions Certificates creation.
 Discussion with Office Head on the overall monthly target of the Office
and ways of closing the loopholes.
July‟12 till Mar‟15.
Aegis BPO – Vodafone Process
Nov‟08-Jul‟12.
Basis on the Performance in 3 and a half years, got two promotions from
Trainer to Lead to Assistant Manager-Training.
Trainer – Training and Development – Nov 2008 till Dec 2009
Team Lead – Training and Development – April 2010 till March 2012
Assistant Manager-Training and Development-April 2012 till date
 Looking after the Training Team.
 Interacting with the client for daily updates on Process.
 Working closely with Trainers in order to meet the desired goals.
 Meetings the targets like Throughput, First Pass Accuracy, Customer Satisfaction month on month.
 Preparing the Refresher Modules, Room Planning, Training Calendars etc.
 Efficacy reports on Refreshers and Alarming Sessions as in when required.
 Responsible for all delivering on all client, shareholder and people metrics i.e. Call Quality, CSAT,
Overall Certification, First Attempt Certification etc.
 Managing a team of 15-20 Associates and monitoring their performance to ensure efficiency in
process operations and ensure meeting of individual targets.
 Looking into the overall process improvement. Driven projects on Customer Satisfaction, Quality
Customer Service, Average Call Handling Time , achieved success on the same.
 Preparing Monthly Reviews and Management Information System Reports month on month.
 Arranging trainings for existing recruits for improving their performance levels.
 Focusing on their performance, giving guidance to the trainers on the areas of improvement.
 Conducting Monthly Quiz for the process on the E-Learning Tool(LMS).
 Handling Learning Management System(LMS) for the entire Vodafone Process of Prepaid, Postpaid
and Dealer Help Line(DHL).
 Partially working for Vodafone UP West as well.
 Conducted training on up selling products of new hires.
 Conducted Sales Training on the newer products.
 Conducting Process and Product Training for the Leadership Team.
 Conducting motivational sessions for the new hires and for the team.
Dell International Services-
Gurgaon-Haryana
Jan‟07-Nov-„08

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Centralized Resolution Group.
 Overseeing customer care and meeting Customer Satisfaction levels.
 Attending customer issues/concerns and resolving them after considering the complexity involved.
 Ensure compliance with internal policies and procedures and information security standards.
 Handling Calls of Entitlement Specialist Queue.
 Made highest number of sales in a month in the same queue.
 Rewarded many a times, Champ of the month in parameters like Call Quality, Customer
Satisfaction and Highest number of Sales etc.
Exl Services Pvt Limited.
Noida-Uttar Pradesh
Customer Care Executive- Operations - Sep‟03 till Jul‟04
Subject Matter Expert- Operations- Aug‟04 till Oct‟05
Process Trainer- Training and Development- Nov‟05 till Jun‟06
Sept‟03-Jun‟06
Customer Care Executive- Operations-Sep‟03-Jul‟04
 Handling Inbound Customer Service Operations for Dell Computers
 Joined the organization as a Customer Care Executive and was responsible for handling customer
grievances and extending them non-technical support over the phone with utmost care and ensuring
customer experience.
 Was given the responsibility to improve and enhance the customer service skills of the fellow team
members and to improve the team score.
 Active participation in the FUN activities on the floor.
Subject Matter Expert-Operations-Aug‟04-Oct‟05
 Handling Transition Queue batch and an inbound team of 10 agents and providing floor support to
Team Members after training through live monitoring and constant feedback
 Identifying training requirements of the associates and helping them coming up the learning curve
through constant monitoring.
 Analysis, Interpretation & Download of Daily, Weekly & MTD portfolio performance with the team &
support resources in AM‟s absence
 Introduce effective initiatives in order to reduce error count on the floor, to reduce compliance defects,
enhance productivity & to improve customer interaction experience
 Handling escalations & giving feedback to the agents.
Process Trainer-Training and Development-Nov‟05-Jun‟06
 Training a team of 15-20 associates every month.
 Making the associates well versed with the product.
 Also working on their call handling skills along with the process training to ensure better productivity on
the floor.
 Identifying training requirements of the associates and helping them coming up the learning curve
through constant monitoring.
 Meeting the expectations of the management to the maximum.
 Handling escalations & giving feedback to the agents.
 Conducting weekly process assessment on the floor.
PERSONAL DETAILS
Nationality: Indian Date of Birth: 13th
Sept. 1981 Marital Status: Married
Language: English, Hindi & Urdu