Ravi Inder Nath Rajput has over 10 years of experience in training and development roles. He has worked as a Senior Technical Support Trainer at FGI Fagends Group Of Industries, where he scheduled training sessions, identified training needs, and helped agents improve their customer satisfaction scores. Previously, he served as a Soft Skill & Language Coach at Mantra Group Of Companies, conducting assessments, customizing training modules, and attending to candidate queries. Ravi also has experience working as a Technical Support Specialist and Senior Exec Training at IBM Daksh Business Process Services. He enjoys photography, music, and traveling in his free time.
1. Ravi Inder Nath Rajput
Career Objective:
To contribute in the growth of the company with dedication and enthusiasm, leading my
Organization’s profitably & achieving the Challenges & Goals consistently within the given
Period of time.
Professional
experience
FGI Fagends Group Of Industries, Gurgaon
Jan’2011 – Jan’2014
Sr. Technical Support Trainer
Responsibilities:
Scheduling Training Sessions and Coordinating with other Trainers
regarding session timings.
Handling NHT batches and managing Training Database.
Identifying Individual Training needs based on the data statistic of the phone
calls audited.
Developing modules as per their respective fields to accomplish certain
CSAT objectives.
Checking Needle movement post training to ensure best quality service
provided consistently on all monitored calls.
Achieving team targets and maintaining exemplary customer satisfaction
scores, consistently scoring between 95% and 100% on all calls
(outperforming average of 90%).
Imparting candidates about the required parameters of the clients.
Setting Standards for Improvement and communicating overall expectations.
Conducting refreshers and mentoring agents on call flow parameters and new
developments.
Attending to quality queries & Counselling Agents on Time and Stress
management.
Preparing, Distributing and Checking Assessment Sheets.
Handling Escalations from internal and external sources.
Providing Assistance at all levels of support.
Giving Individual feedbacks and training sessions for further improvements.
Ensuring that all records are appropriately maintained.
Mantra Group Of Companies, Gurgaon
Jan’2010 – Jan’2011
Soft Skill & Language Coach
Responsibilities:
Identifying the requirement and understanding the Job profile.
Initial Screening through telephonic (face to face if required) discussions.
Briefing candidates about the requirements / expectations.
Conducting Assessments based on the needs of the organization.
Customizing the modules as per the requirement of the client.
Providing Assistance and constantly looking at upgrading the knowledge.
Conducting refreshers and training regularly on new developments.
Hno. # 5609, Duplex
MHC, Chandigarh 160101.
Contact - 0172-4634472
+919876978063
ravi.indernath@gmail.com
2. Attending to Candidates queries & problems.
IBM Daksh Business Process Services (P) Limited, Gurgaon
Sept’ 07 – July’08
Sr. Exec Training VA&SS Co Bell TSBU
Responsibilities:
Provide Assistance at all the levels of support.
Conducting refreshers and training agents on existing products and new
developments.
Attending to Agents queries & problems.
Learning:
Maintaining files so as to present weekly reviews.
Monitoring parameters, pre and post communication.
Understanding consumer.
Understanding business both at macro and micro levels.
July’ 06 – Sep’ 07
Technical Support Specialist
Responsibilities:
Handled Customer queries and entertaining the delegates.
Responsible for generating quality sales and meeting the targets.
Mentoring new agents on call making and customer centricity.
Maintain team performance records and analyzing self performance.
Achievements:
Got promoted twice in the current process.
Have been consistently in the top five agents in the team.
Won RNR’s for the team.
Extracurricular
activities
Academic
Qualifications
Participated in Modeling competitions, Chandigarh.
Choreographed City level dance competitions for colleges.
Actively participated in choreography, photography, short skits, dumb charades
and other competitions.
Graduation in B.A – English from Punjab University in 2005.
Diploma Certification in Visual effects and Animation from Frameboxx.
Basic Computer Knowledge.
3. Personal Details:
DATE OF BIRTH : 15TH
AUG, 1980.
LANGUAGES KNOWN : HINDI & ENGLISH.
NATIONALITY : INDIAN
MAIN AREAS OF INTEREST : PHOTOGRAPHY, LISTENING TO MUSIC &
TRAVELLING.
PLACE:
DATE --------- (RAVI INDER NATH RAJPUT)