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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