1. Vinod Kumar Chopra
Email: vinodchopra_14@yahoo.co.in Mobile: +91-9855559077, 9855071410
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Seeking Senior to Top level position in Training and Development with a reputed organization.
Professional Profile
 Excels in devising and implementing strategies to ensure
smooth trainings, attainment of top line and bottom line
services and achievement of business goals.
 Proficient in managing training operations, encompassing
customer relationship management at top echelon level.
 Resourceful at managing excellent relations with clients to
achieve quality product and service norms by resolving
service related critical issues.
 Well organized with a successful track record that
demonstrates self-motivation, creativity and initiative to
achieve corporate goals.
 Considerable exposure to handling business growth,
change management, strategy planning and corporate
communication.
Leadership Attributes
-Driven to succeed and excel -Innovative in thought and solutions
-Team management & mentoring -Organization building
-Effective Business negotiations -Individual contributor
Core Strengths
 Strategy Planning
 Business Analysis
 Business Development
& Growth
 Profit Centre
Operations
 People Management
 Time management
 Cost Reduction

2. Experience Chronology
Since December’11 with Agilyst (EClerx), India
Agilyst (EClerx) is a leading global third party BPO Company that delivers Business Process
Outsourcing (BPO & KPO) services to Fortune 500 companies in USA, UK, Australia, Poland and
India.
 Joined as Analyst Outbound Caller and rose to the current position of Senior Analyst
Process Trainer
 Conduct Process Trainings for NHT and Cross Training and Handel SOPs, Process Flows
and Competencies.
Key Highlights
 Evaluating effectiveness of training & development programs, formulating and
reviewing training strategy and determining appropriate instructional methodologies
and formats.
 Providing guidance and leadership to staff in accordance with specified program
objectives.
 Mapping business requirements and coordinating in developing and implementing
processes in line with the preset guidelines.
 Monitoring the overall functioning of processes and implementing adequate measures
to maximize customer satisfaction levels.
 Maintaining SOP (Standard Operating Procedures), Process Flows and Training
Competency.
 Framing work directions and plan for associates after assessment of their capabilities,
preparing and presenting various weekly, monthly MIS reports pertaining to process.
 Identifying and doing away with unnecessary procedures in processes ensuring
uniformity in the process with focus on achieving client and the organizational
requirements.
April'11 to December'11 with Dell International Services
Joined as CE (Handling Customer Care enquires for USA customers)
Key Highlights
 Providing Order status for the order placed by customer.
 Generating return request.
 Raising refund request.
 Raising exception request for the team.
 Sharing AHT information to the team.

3. Sep'09 to April'11 with Genpact India Pvt. Ltd.
Joined as Process Developer (Handling B2B collections for USA)
Key Highlights
 Providing Invoices to Customer.
 Take care of end to end collection process
February'06 to March'09 with Aegis BPO SERVICES (GLOBAL VANTEDGE
INDIA Pvt. Ltd.
Joined as Specialist-Subject Matter Expert (1st party soft collections and last
stage 3rd party collection Processes)
Key Highlights
 To handle customer queries and complaints to assist them with their account status to
keep them in buying cycle and achieve individual targets.
 Deliver presentations for implementing changes within team to achieve set targets.
 Participation in training sessions as team representative.
 Taking SMS batches (Subject Matter Specialist) of new joiners.
 Mentoring new team members and coaching them to enhance their skills to achieve set
targets.
July’04 to December’05 with COMPETENT SYNERGIES Pvt. Ltd.
Joined as Floor in charge (Customer Care Team handling)
Key Highlights
 Handling customer queries over the phone to provide suitable resolution.
 Responsibilities for call backs to customers and submitting report to client.
 Making weekly monthly and taking care of daily attendance of portfolio.
 Taking care quality sessions and updates
 Taking one on one and feedback sessions to enhance individual’s skills to achieve set
targets.
 Prepare weekly and monthly reviews of the process for higher management and client.

4. Education
 Bachelor of Arts (B.A, Correspondence studies) from Punjab University.
 Vocational Diploma in Office Management and Stenography from Haryana Vocational
Education Board
 Secondary School Examination from H.B.S.E
Computer Proficiency
 Basic Knowledge.
Personal Details
Date of Birth : 14/October/1981
Contact Address : House No. 1270, Sector – 15, Panchkula, Haryana.
(Dated) Vinod Kumar Chopra