Ravi Inder Nath Rajput

Career Objective:

To contribute in the growth of the company with dedication and enthusiasm, leading my Organization’s profitably & achieving the Challenges & Goals consistently within the given Period of time.

Professional experience

FGI Fagends Group Of Industries, Gurgaon

Jan’2011 – Jan’2014Sr. Technical Support Trainer Responsibilities: Scheduling Training Sessions and Coordinating with other Trainers

regarding session timings. Handling NHT batches and managing Training Database. Identifying Individual Training needs based on the data statistic of the phone

calls audited. Developing modules as per their respective fields to accomplish certain

CSAT objectives. Checking Needle movement post training to ensure best quality service

provided consistently on all monitored calls. Achieving team targets and maintaining exemplary customer satisfaction

scores, consistently scoring between 95% and 100% on all calls (outperforming average of 90%).

Imparting candidates about the required parameters of the clients. Setting Standards for Improvement and communicating overall expectations. Conducting refreshers and mentoring agents on call flow parameters and new

developments. Attending to quality queries & Counselling Agents on Time and Stress

management. Preparing, Distributing and Checking Assessment Sheets. Handling Escalations from internal and external sources. Providing Assistance at all levels of support. Giving Individual feedbacks and training sessions for further improvements. Ensuring that all records are appropriately maintained.

Mantra Group Of Companies, Gurgaon

Jan’2010 – Jan’2011Soft Skill & Language CoachResponsibilities: Identifying the requirement and understanding the Job profile. Initial Screening through telephonic (face to face if required) discussions. Briefing candidates about the requirements / expectations. Conducting Assessments based on the needs of the organization. Customizing the modules as per the requirement of the client. Providing Assistance and constantly looking at upgrading the knowledge. Conducting refreshers and training regularly on new developments. Attending to Candidates queries & problems.

Hno. # 5609, DuplexMHC, Chandigarh 160101.Contact - 0172-4634472 +919876978063ravi.indernath@gmail.com

IBM Daksh Business Process Services (P) Limited, Gurgaon

Sept’ 07 – July’08Sr. Exec Training VA&SS Co Bell TSBUResponsibilities: Provide Assistance at all the levels of support. Conducting refreshers and training agents on existing products and new

developments. Attending to Agents queries & problems.

Learning: Maintaining files so as to present weekly reviews. Monitoring parameters, pre and post communication. Understanding consumer. Understanding business both at macro and micro levels.

July’ 06 – Sep’ 07Technical Support SpecialistResponsibilities: Handled Customer queries and entertaining the delegates. Responsible for generating quality sales and meeting the targets. Mentoring new agents on call making and customer centricity. Maintain team performance records and analyzing self performance.

Achievements: Got promoted twice in the current process. Have been consistently in the top five agents in the team. Won RNR’s for the team.

Extracurricular activities

Academic Qualifications

Participated in Modeling competitions, Chandigarh. Choreographed City level dance competitions for colleges. Actively participated in choreography, photography, short skits, dumb charades

and other competitions.

Graduation in B.A – English from Punjab University in 2005. Diploma Certification in Visual effects and Animation from Frameboxx. Basic Computer Knowledge.

Personal Details:

DATE OF BIRTH : 15TH AUG, 1980.

LANGUAGES KNOWN : HINDI & ENGLISH. NATIONALITY : INDIAN

MAIN AREAS OF INTEREST : PHOTOGRAPHY, LISTENING TO MUSIC & TRAVELLING.

PLACE:

DATE --------- (RAVI INDER NATH RAJPUT)