Expert : Shekhar

Wish to train and guide on personal development. Enhance peoples thinking, leadership and management skills. Team management and highest levels of customer services.

Operations management, Customer Services, Team development, Client retention, Trainer, Personal development, Soft skills, Skills Development activities

Am experienced in E-learning, ITES, telecommunication and varied service sectors. Serving pan India customers in Government and corporate sector. Mentored 300+ members in positions from Regional Managers till Field engineers, after sales customer support managers, customer and call center executives. I am currently engaged as Freelance trainer in corporate and educations sectors in personnel development programs, communication and soft skills.

I possess more than 20 year experience in working for E-learning, ITES, Telecommunications and other service sectors. I have mentored All India Installation for infrastructure network and service delivery in Government sector and E-learning projects for corporates and Educational institutes in remotest locations of India. I have equally contributed in Finance, Administration and Human resource departments. My experience and skills make me a suitable resource for either delivering as a department or for the overall management of the units. My core strength lies in Customer, Operations, people management across geographies and coaching to deliver cheaper, better and faster services to the customers. In the order to achieve these key principles, I have limited myself to not only project and service delivery management, but also going all out into training and mentoring people for the skills in leadership, teamwork, customer service, problem-solving and selling. For the last ten years, I am also involved in planning and conducting training sessions on: o Process and products training o Customer facing skills and client interaction skills (telephony, walk-ins and email). o Provide first call resolution and Handling customer grievances. o Customer verification and product detailing calls. o Documentation processes and management. o Escalation matrix and Retention of customers o Optimum utilization of available resources by the managers and finding out the training/upgrade needs of the individual in their teams. Coordination between various departments. o Strategic thinking, team motivation, organizing, coordination, effective and on timely delivery of services. o Data management & analysis. Usage of various methodologies to work around SWOT principles. o Preparation and presentation of reports, planning & scheduling.