1. G PraneethReddy
FlatNo.6, Megha Manohar Apts,Secunderabad,Hyderabad-500003 | Mobile No.: +91 8790656536
gpraneetreddy@gmail.com|
Tata Business Support Services LTD(Dec, 2012 – Present)Hyderabad,India
Experience:
Customer Care Executive: Dec,2012 to August, 2014 [1 year 8 months]
Senior Customer Care Executive: August,2014 to September, 2014 [2 months]
Trainer/Quality Specialist: October,2014 to Present [1 year]
o CurrentJobrole:Trainer[October,2014to present]
CURRENT RESPONSIBILITIES:
 Undertake the responsibilityof New Hire Trainings (Voice/Chats/Emails) andthe keyarea
involvediscommunicationandcustomerfocus.
 Voice andAccenttrainingsforvoice agents(pronunciationskills,accentneutralization,word
stress,intonation,subjectverbagreement,telephonicEnglish,etc),writtencommunication
skillsforEmail/Chatagents(punctuations,grammar,subjectverbagreement,etc)
 Trainingnewrecruitsandensuringthattheyclearaccreditationprocess.
 Monitoringthe newhireschats/emails/callsposttrainingandgive immediatefeedbacks.
 Framingand updatingtrainingmodulesasrequiredbythe client
 Schedule andmanage trainingresources.
 Update process manualswhenrequired.
 Calibrate withthe offshore trainingteam.
 Identifyingtrainingneedsof all the employeesandpreparingmodulesaccordingly.
 Track all the CSATsurveys,facilitateandprovide coachingtoall the employees.
 Workingwiththe OpsTeam Leadsevenafterthe trainingcompletiontokeepthe focusupon
the performance.
 Conductingknowledge assessmenttestacrossthe flooronweeklybasis.
 Managing all the batchesrightfromthe onboardingof the new hirestill theyreachthe flooris
my dailywork.
 Qualityanalyzingthe teamworkandgivingthemfeedbackstomake sure we deliverthe 100%
qualitythroughout.
 Apart fromthe qualityanalysis,alsohadarole of full time trainingwheneverthere were new
employeeonboarding.
 Evaluate the trainingsbasedonKirkpatrickmethodof evaluation.
 Createdself learningmodulesfor learners, andthe clientthoroughlyappreciatedthe workand
ensuredthatlearnersbackinthe US alsouse the same.

2. Key Result Areas:
 DeliverTrainingrequirementsTimely&Qualitatively.
 Refreshertrainingasrequired.
 Initiate processimprovements.
 Review&recommendimprovementof trainingcontent.
 Conductbriefingsandde-briefingsonthe floor.
 CloselymonitoringCSATssurveysandmakingsure thatall the detractorsare identified,
analyzed,coachingprovidedandpreventativemeasuresdesignedforthe same
Achievements:
 Launcheda pilotbatch inTBSS,Chennai branch;trainedandmanageda team of 40
membersin twomonths.
 Finishedthe trainingsof all the batchesontime evenduringthe hectictrainingschedule,
sometimeshandlingmultiplebatches
 Was able to handle processtraining,voiceandaccentfor voice agentsandwritten
communicationstrainingfornon-voiceagents.
 Workedinoperations,qualityandalsotrainingteamduringmytenure inthe company.
 ReceivedanawardforhighestproductivitywhenIwasa CCE.
Skills:
 Excellentwrittenandverbal communicationskills.
 Excellentcustomerservice skills
 Excellenttrainingdeliveryskills
 Clientinteraction
 Team management
 Good awarenessof Kirkpatrickmodelof evaluation.
I herebydeclare thatthe above informationandparticularsare true and correct to the bestof my
knowledge andbelief.
PraneethReddy G
HYDERABAD