Reshma.

Patil
#05,Arunodaya,BEML layout 8TH main Basaveshwara nagar Bangalore-560079
Email: Reshu.ramesh23@gmail.com
Mobile: +91 7411707753

Synopsis:-

1. Last Served as Training Lead with Invensis Technologies, providing support to TVS Automobiles
customer service (Inbound ,Outbound & Non voice for all south circles )
2. Previous assignment was as Training Lead with Karvy Digiconnect Ltd providing support for
VideoconD2H customer service.
3. A Competent professional with 6 years of rich experience in customer service industry
encompassing Training & Quality Management, Team Management & Process Management
4. A hard working self-motivated who enjoy the challenges of busy demanding work environment. A
team member used to prioritizing workloads under pressure and capable of making significant
contribution to the efficiency of the organization
5. A challenging and rewarding position in Training Department that will allow me to utilize my experience
and skills.
6. Adept at Content Development like making User manuals, flow charts, SOP’s.
7. Well versed in creating presentation development to facilitate.
8. An efficient communicator with sound interpersonal, leadership and team management skills,
mentoring new hires to achieve individual and organizational objectives.

The Journey :-

1.Joined First source solution Ltd as an associate for Idea Process - (May 2013 – July 2014)
2.Promoted as Business Trainer - (Aug’14 – Feb’15)
3. Joined Vertex customer india private Ltd as Business Trainer -(Feb 2015 – March 2016)
4. Promoted as Trainer (March 2016 – Feb’ 2018) During transition phase had supported the team as
QA
5. Joined ISON BPO as Trainer - ( Feb’2018 – June’2018)
6. Joined Karvy Digi connect private Limited as Training Lead -(june’18 to Dec’18)
7. Joined Invensis technology as training Lead (Jan’19 to Mar’20)

Major Clients:-

1.TVS Automobiles – Outbound & Inbound customer service, Chat & Email .
2.Videocone D2H – Inbound customer service
3.MTS :- Outbound & Inbound customer service team serving customer in Service , Retention LOB’s,
Chat & Email .
4.SBI - Outbound & Inbound customer service
8.Idea :- Inbound & Outbound customer serving with Sales, Service , Lead generation , Retention , Back
end Process i.e. Complaint handling
9.Vodafone :- Inbound Serving customer in services .

Core Competencies:-

 Mapping Clients requirement and coordinating in developing and implementing processes in

line with the guidelines specified by the client.
 Monitoring the overall functioning of process, identifying improvement areas and
implementing.
 Driving Training team to achieve training metrics.
 Initiate and drive projects that would increase customer satisfaction, Productivity and process
  Set Goals and deliverables for the team to carry out their activities (KPI’s)
 Ensure all the KPIs of Training are met on monthly basis such as Training Throughput, First time
attempt, Training Attrition.
 Plan, prepare and deliver training according to the training packages.
 Prepare & Plan for the Monthly TNI Content to fine tune the associates on Soft skills, Process &
Product related and ensure TNI are completed as per the given timeline.
 Track TNI refresher plan and coverage daily, Track improvement trends.
 Publish the Training Dashboard
 Nesting Governance is been tracked and validated.
 Conducting Trainer audit as per standard trainer audit parameters also to ensure all NHT
batches are trained as per the lesson planner
 Visit the NHT batches to check training effectiveness and trainee knowledge on critical areas by
different methods i.e. Mock call, dip check , Presentation on any topic , Crystal practice,etc
 Visit all the NHT batch to check if all advisors are meeting the MSR (Minimum Skill Required)
eligibility such as Typing speed, Navigation Test, Versant assessment & Merit assessment.
 Track daily batch trackers to ensure compliance to process tollgates - assessment days,
certification scores, reassessment, before next day etc.
 Knowledge dissemination- Twice in a day briefing session is been conducted by us to all the
supervisors during the session we cascade all new/latest updates further to track the coverage.
 To Ensure all the training infra are in place as per the SOP such as Training Room & Data Lab .
 Monthly twice PKT is been conducted to all advisors and Supervisors where in PKT questions
are been prepared based on the new updates/major observations /! Learns reason
 Training Content Validation – Ensure monthly Training content shared by client is been
validated and share the observation if any modifications /new updation is required.
 Monitor individual trainer’s performance and guide ,coach and motivate them to achieve
individual as well as team goals .
 Driving center wise projects
 Prepare and Share the Monthly Reports
 Publish the Monthly Training

Other Responsibilities:-

 Work closely with the client to ensure smooth day to day activities and maintain good client
management.
 Assist Clients in problem identification, product solution, process improvement & deployment.

Addition Responsibilities taken:-

 Worked on a Project with the Development team for conducting Workshop on Quality
 Part of ‘Employee Forum’ a group formed to help internal employees with their problems.
 Was handling the entire QA team of Karnataka region, there were 2 QA’s reporting while handling
Videocon D2H Process.
 Selected to handle the Quality team for 2 months when there was a ramp up of new process.
 Support provided during the initial stages of screening and hiring of Manpower per the S+
expectations / MSR
 Part of ‘Employee Forum’ a group formed to help internal employees with their problems.

Notable Achievements:-
 Awarded from National Service plus head for the seamless performance during the transition
phase.
 Awarded as Best trainer for Idea process for achieving 100% certification and 0% attrition.
 Rewarded as a best trainer for three times while handling Vodafone Process
 Rewarded as a best outbound Trainer while handling SBI outbound Process.
 Part of Six-Sigma team to reduce Average Handling Time, to improve the C-Sat Scores
  Awarded as Best New Comer Trainer – Vertex ltd
 Involved in Pledge to Protect to improve the system retention%.
 Involved in complaint discard project to reduce from 18% to 8%

Projects:-

1. Initiate KFC i.e Knowledge Forum Center, Project 90, Sensitive 30 to reduce attrition in both the
phase i.e Class room training & during 0-30days, Family Calling to reduce attrition during the first 3
days of class room training and T-20 Contest .
2. ACHT improvement
3. Up-Selling Improvement
4. To Improve the Training Throughput & First Attempt Pass
5. TNPS Improvement
6. To Reduce Discards

Certifications:-

Certified Platform skill trainer from Centum learning & RBPO (Every Quarterly has undergone the TTT and certified
in all the quarterly TTT), Personality development, Wining at human relationship, In-house training attended on
basic of six sigma

Personal Details:-

 Date of Birth:- 23rd Feb’ 1994.

 Marital Status :- Married
 Education :- Diploma in Computer science
 Languages :- English, Hindi, Kannada and Telugu
 Nationality : Indian

I here by declare the above mentioned details are correct to my knowledge.

RESHMA.PATIL