1. Harpalsingh Adiyal
A1 buildingB/108
Amol nagar,NaigaonE
Above ICICIbank Email: harpalsinghadiyal@ymail.com
Mobile: +919967975585
Objective
A result oriented professionalwith effective knowledge transfer and delivery skills to enhance learning needs for learners.
Strong peopledevelopment, planning and management skills.
To be at an organization where my skills and experience are used in training delivery, content development and project
management for successful training operations.
ProfessionalExperience
Tech Mahindra Business Services (3 Global Services) Jan2005 – Nov2015
Promoted as SeniorTrainer on the basis of performance and feedback (Oct 2015-Nov 2015)
Promoted as Trainerfor conducting product / process trainings for new joiners (Nov 2012-Sep 2015)
Promoted as Team Coach (Aug 2009-Oct 2012)
Customer Service Advisor (Jan 2005-Aug 2009)
Trainer (Nov-12 –Sep 15 ):
Job Description
Trainer responsibilities:
 Conducting Floor Projects and Refresher Training (Process, soft skills & communication)
 Trained over 18 NHT batches on an 8 week training module with an average of 18 advisors per batch
 Conducted over 7 TLtwo day training sessions on soft skills since October
 Handled theCross Skill project end to end including the delivery of the content
 Handling, Mentoringand conducting TTTs with thenew trainers
 Performance management of thevirtual trainers & having performance conversations with them
 Maintaining/Updating Trainer Roster and Utilization Tracker
 Stakeholder management and Status check for better batch performance
 Stakeholder management responsibilities include weekly RAG meets, presenting MBR datafor the team to Senior
managers
 Other responsibilities include monthly reviews with senior management team about theNHT batch performance
 Responsible for maintaining attendance (less than1%) and throughput (average 90%)in thebatch till they clear
training and graduate to OJT
 Monitoring calls and coaching trainees in OJT to improve Overall Satisfaction (OSAT)
 Creating and maintaining reports for the Team and Business
 Maintained an average of more than 90% throughput in every batch
 Taking calls on the floor
 Content Development – includes writing content for floor refresher trainings & projects
 Have been responsible in revamping the NHT Content with the new changes in process & soft skills
 NHT content revamp also includes updating Trainer guides, weekly tests & presentations
 Have conducted sessions on behaviour modelling of advisors to change the approach of individuals towards work.
These sessions included assertiveness,handling conflicts, creating win-win situations, flexibility and team work.
Conducted the three behaviour trainings for thenew hire employess giving them an overview of the companys thre
e behaviours and values. That included getting them in line with the expections on these aspects.

2. Pulse Survey Call Analysis:AuditingNo Resolution Survey calls to identify if thecall was advisor controllable or
not and share relevant feedback to the concerned TL’s
Observation Post Analysis - As per theanalysis and the feedback shared if required the process was amended in
Favour of the customer for better customer experience
Achievement: Improvement in process resulting in increase in OSAT by 2% from baseline of 63% on
Cancellation calls
Team Coach (Aug-09 – Nov-12):
 BQ Management for teams on the floor with desired results
 Conducting campaigns on the Retention floor to keep the floor motivated
 Been an active part of the team to implement organizational changes on the floor
 Achievement: Got ABCD {Above & Beyond thecall of duty } Award as Team coach 2009
Mentor (nov 08 –Aug 09) : 3 Global Services Pvt. Ltd. (Mumbai)
Mentor responsibilities:
Floor support including escalation (Supervisor) calls and managing Schedule adherence for theteam. Also monitored calls
and gave feedback to theteam on a weekly basis
Publish and analyze the loss to inbound calls based on call drivers to understand frequency of the churn type.
Handling Team of 10 People in absence of My TeamLeader.
Receiving mails from Head office regarding customer disputes giving them resolution on priority basis.
Rectifying cases related to bills generated with discrepancies.
Training new OJT (on job Training) advisors as a mentor.
Handling Team cases, audit Reports (for error free sale).
Have won campaigns for multiple times as leading with customer service and sales.
Have handled the role of RTA (Real Time Adherence) to keep a tab on the service levels for department based on the forecast.
Advisor (Jan05 –Nov08) : 3 Global Services Pvt. Ltd. (Mumbai)
Customer Service Advisor: Epicentre Technologies ltd (April2004-Dec05)
 Collections agent
 Collections for Providian credit cards in us
EducationalQualification
MBA in Sales andMarketing from ICFAI
Myer-Briggs typeindicator: Have attendend a session on personality types to help identify thepersonality of thepa
rticipants and help enhance the working skill of these individual in the right manner.
Personal

3.  Date of birth - 24th January 1981
 Interests - All outdoor games especially Football, watching TV and listening to music
 Languages Known - English (Scottish, American and global accents), Hindi, Marathi, Punjabi