DEEPAK MAHAJANMobile: +91-9873210039E-mail: deepakxmahajan@gmail.com

Objective ___________________________________________________________________________

I have built my skills around Training and Development, based on sound Operations background over the last nine & a half years. Having spent my formative years in the three well renowned companies Convergys, MetLife (GOSC) & Homeshop18 in varying roles and responsibilities, I wish to enhance my career in a challenging environment wherein I can add to my already acquired skills and advance my professional development.

SKILLS SUMMARY_________________________________________________________________________

TTT – (MetLife) Training Need

Identification, Analysis and Deployment

Handling client side escalation

Advanced coaching and mentoring skills

Excellent oral and written skills

SOP documentation

Instructional Designing Certified (Vyaktitva)

EMPLOYMENT HISTORY _________________________________________________________________HomeShop18 – Noida, India. 3 rd December 2012 – till Date

Deputy Manager Training (1 st September, 2016 till date)

Core Responsibilities:

Communicating both with Sales Centre & Customer Service teams to understand their training requirements and developing training programs around the same

Training the Customer Service Team members/Team Leads based out of different locations

Communicating with WFM team on hiring and planning of NHTs Creating & updating SOPs for both Sales & Customer Service Departments Designing Return & Refund policies for the organization Guiding new trainers along with managing the training team along with sharing

performance based feedback Creating Social Media customer response templates for the different SM teams Creating IVR Call flows both for the Sales as well as Customer service teams

Assistant Manager Training (1 st July, 2014 till 31 st August 2016)

Core Responsibilities:

Guiding new trainers along with managing the training team Giving feedback to the trainers based on their performance Conducting NHT for the pilot regional batches (Tamil & Kannad batches)

Creating SMS templates for customer communication (both Transactional & Promotional)

Creating & updating SOPs for both Sales & Customer Service Departments Conducting content review sessions with the trainers ensuring that the same is at par

with the current process Creating content for the operations teams based on the UAT of new launches

Trainer (3 rd December 2012 till 30 th June, 2014)

Effectively train New Hires and Floor Associates on Selling Skills, Communication Skills, Soft Skills, Culture and Professional Development to enhance their call-taking skills:

Core Responsibilities: Develop and customize training modules on Selling Skills, Communication Skills and

Soft Skills as per Operational requirements Managing operations based trainings whenever any change is implemented in

products/services for Homeshop18 Created Process Flows & SOPs for the customer service team Partnered with Technology/IT Team to create new Software for the Sales Centre

Advisors Created “Instructions to Agents” for the Sales Centre advisor to ensure the smooth

surge of impeccable information to the customers Created Scripts for both Sales Centre and Customer Service associates Created Scripts for the Logistics Team for NDR (Non Delivery Reasons) Created customer response E-mail Templates for the mailing team To audit calls for the both for NHT as well as Tenure associates along with providing

constant feedback both on product and communication parameters Maintain standardized Training delivery planning and logistics to ensure smooth

implementation of training Creating training modules & assessments on the principle of ID (Soft Skills, Telephone

Etiquette , NHT Assessments etc.) Monitoring the overall functioning of the training processes, identifying areas for

fortification & implementing passable measures to maximize process accuracy level Conducted refresher trainings and floor support initiatives Responsible for New Hire training and measured performance in there learning curve

(30 days) Managing all Administration, Transport & HR related issues of the NHT/Up Skills

Trainings Ensure the integrity of data in reports by process of internal controls & audits in all

functions

MetLife (GOSC) – Greater Noida, India. 3 rd November 2008 - 11 th October 2012

Training Specialist (12 th July 2010 till 11 th October 2012)

Effectively train New Hires and Floor Associates on Voice & Accent, Soft Skills, Culture and Professional Development to enhance their call-taking skills along with training them on the insurance products:

Core Responsibilities:

Develop and customize training modules on Voice & Accent, Soft Skills and Culture as per Operational requirements

Managing client based trainings whenever any change is implemented in products/services for MetLife

Created web based training modules for better understanding of multiple database Identify the process outliers as per the quality, calls, and e-mails scores and help

improve their performance by closely monitoring their daily functioning, provide feedback and creating action plans. This helped increase positive Verbatim (voice of the customer) and improve individual and process CSAT

To audit both verbal and written correspondence (Call and E-mails) for the team associates along with providing constant feedback both on product and communication parameters

Maintain standardized Training delivery planning and logistics to ensure smooth implementation of training

Conduct calibration sessions for the Quality Team , operations and Clients (state side) on Communication

Creating training modules on the principle of ID (Culture, Accent Familiarization, etc.) Knowledge transfer Monitoring the overall functioning of the training processes, identifying areas for

fortification & implementing passable measures to maximize process accuracy level Conduct TNA to develop Grammar modules as per Operational and Client requirements Conducted refresher trainings and floor support initiatives Hosted Mock Panels certifying associates to go live on floor and prepared Action plans

with Client Responsible for New Hire training and measured performance in there learning curve

(60 days) Hosted Management calls with Operation and Clients Prepared Monthly Training Dashboards to review Progress with Operations on monthly

basis and publish reports to the stake holders Managing all Administration, Transport & HR related issues of the NHT/Cross/Up Skills

Trainings Conduct monthly Subject Knowledge Tests and refresher for bottom performers Ensure the integrity of data in reports by process of internal controls & audits in all

functions Established Learning path, evaluation, certification, re-evaluation and re-certification

process Mentoring new trainers along with managing the training team in the absence of

training lead

Insurance associate (3 rd November 2008 till 11 th July 2010)

Core Responsibilities:

Handling billing for group insurance for small business groups in US Communicating with groups via calls, emails, and letters for billing activities and

delinquent premium amount Bills reconciliations Working on the escalations received from the on-shore clients, ensuring that the issue

gets resolved Taking inventory calls along with the US counter parts Worked as an acting team leader and handled a team of 15 members in absence of TL

Convergys – Gurgaon, India. 11 th June 2007 - 5 th September 2008

Sr. Customer Care Officer (Citi Bank, US)

Core Responsibilities:

Taking inbound calls for credit card queries along with up selling products to the customers

Maintaining C-SAT targets for the process Maintaining Sales Target for the process Assisted the Training Team by mentoring New Hires with Process Knowledge and Call

Quality. This included giving them mock calls and live assisted calls, thus, helping them to come up the learning curve

SPECIAL ACCOMPLISHMENTS:

MetLife (GOSC):

STAR Performer, Quarterly RnR, GEM (Accolade) – For Excellent Performance Received Director’s appreciation for impeccable performance and maintaining 100%

throughput of the new hire batches along with the continuous improvement in verbal and written correspondence skills for both seasoned as well as the new associates.

Successful in-house transitioning of Client training through Webex.

Convergys:

Certificate of Appreciation for the exceptional Performance in C-SAT for consecutive three months

Promoted as Sr. Customer Care Officer within 10 months

Homeshop18:

Certificate of Appreciation for the exceptional Performance as a Trainer twice within the first 6 months

Domain Certification

LOMA 280 and 290 certified with 100% and 97% marks in the final certification. Certified in Instructional designing

ACADEMIC QUALIFICATIONS:

M.B.A. (Marketing and H.R.) from Sikkim Manipal University B.A. from Shyam Lal College, Delhi Intermediate from CBSE, Delhi Matriculation from CBSE, Delhi

PERSONAL DETAILS:

Medium of Education : English Date of Birth : 15th March, 1985 Marital Status : Married Hobbies : Listening to Music and Riding Bikes Languages known : English, Hindi, Punjabi Father’s name : Mr. Rakesh Mahajan

Address : 114-A-Old Anarkali (Near Balaji Mandir, Krishna Nagar) Delhi-110051