Anindya Kumar Chatterjee

Experience

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  Convergys

  Mar 2003 - Dec 2003

  Customer Care Officer

  Handled inbound calls from US customers On floor training to assist agents on call.Assisted juniors in floor supportInteracted with managers and team leaders regarding training of juniorsMaintaining high professionalism and quality.

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  247 customer

  Jan 2004 - Jun 2005

  Soft Skills Trainer

  Soft Skills Training: (Customer Service)New Hire Training for new Team Leaders, Agents, Quality, and Supervisors.Conducted Refresher Courses for people with low performance level.Revamped Sales and Customer Service Modules.Trained on Soft Skills, American Culture, Sales, and Customer Service, e-mail Etiquette, Effective Communication on CallsHelped in Accent improvisation for agents and team leadersMonitored agents on the floor and giving feedback. Conducted refresher Training.Conducted Behavioral Training for agents and supervisors on the floor. Process Training Single Point of Contact with the ClientTrained Process on Online Shopping.How to reply to e-mails of customer.Revamped modules as per Process requirementsMaintaining Quality Parameters as per Client requirement.Conducted Refresher Training for agents with low performance Show less

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  Hewlett Packard

  Jul 2005 - Apr 2008

  Training Delivery Specialist II

  Conducted customized training & development programmes based on the training needs to enhance the manpower skills & efficiency.Training the candidates in terms of Sales Techniques, Customer service and telephone etiquette. Provided on floor Refresher training for both technical and Non- Technical projectsDelivered specialized customer service training for Technical Support representatives.Ensured maintenance of amicable employee-management relations in the organization, by encouraging workers to voice their opinions on a common platform. ResponsibilitiesConducted Need analysis for Training and Development Purposes on soft skills so as to enhance customer experience.Developed Training Modules for Customer Service as well as Behavioral. Training Content Design & Development, Preparation of Training Calendar Marketing the Training Programs internallyConducted Train the Trainer workshops and calibrating trainers and VCs. Conducted facilitations skills training within the team and for technical trainersVendor Trainers’ calibration as per hp standards Show less

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  Satyambpo

  Jan 2008 - Jan 2008

  Assisstant Manger Recruitment and Training

  At Satyam BPO, I was responsible for the proper hiring of candidates after the voice assessment rounds. After preparing the assessment sheet keeping in mind the training content and methodology, I ensured smooth functioning of the team. Prepared and streamlined the process and outlined process flow charts within the team and the stakeholders. Calibration process for hiring and training. Vendor calibration was also a part of my function. Managing Vendor Contracts as per company norms.Accountability for team performance on meeting delivery targets as per service level agreements. Assisted the core voice team in developing modules and training planClosing gaps between training and hiringConstant interaction with Human Resource and Hiring and Training team for smooth functionalityConducted campus recruitments and job fairs.One on ones, Daily Meetings, and working towards productivity and revenue growth in trainingInterviewed candidates for Lead Trainers and Assessors within the Team.Individual Development plan for the teamAppraisals and career path progression plan for the team.Trained the trainers and calibration on modules Show less

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  MD India Healthcare Services

  Apr 2009 - Aug 2011

  Project Manager East and North East India

  As a PM, I implement Government Projects in the 7 states of North east and 4 states of east. I do planning, implementation, strategical modules, scheduling, budgeting, manpower projection, back end data mechanism et all. It is exciting but extremely challenging. Liaising with the State and the Central Government officials, vendor selection and management.

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  OnProcess Technology

  May 2012 - Oct 2014

  Manager- Training and Development

  As a part of the HR, I head the Training and Development function. OD TNA, Planning, Developing and Delivery. Track post training performance through HR appraisals and feedback from process owners. All TNA and evaluations based on skills are given shape. Strategic training needs and implementations. Employee engagement activities and all PR and communications.

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  Behavioral Therapist, Counselling and Peace Provider

  Oct 2014 - Feb 2018

  Behavioral Therapist, Soft Skills, Leadership, Assessments and Counselling

  An International Training Professional with 16 years of diversified Corporate Training experience across levels. Completed my NLP foundations course and also a Hewlett Packard Certified Instructor. Visited the Hp office at Houston, Texas and Boise, Idaho to work on TNA for customer service and technical helpdesk representatives at partner locations in India. At Kolkata, I am a visiting guest faculty at IISWBM. Worked on a Government of India e-governance project as the Regional Project Manager for East and North Eastern States. Earlier corporate exposure with Convergys B’lore, Hp B’lore, 247 Customer B’lore, Satyam Hyd, Training CAT aspirants with Erudite, and as Manager Training and Development at OnProcess Technology Kolkata. Currently conducting OJT in behavioral skills for CESC LTD in association with Centum Learning. Last association with Ernst and Young as a Training Consultant for imparting Soft Skills and Leadership Training for various Universities and Colleges at Dhaka, Bangladesh. The project as a part of the 2020 Vision of the Government of Bangladesh for enhancing skill development for making all deserving candidates job ready in the emerging international market.Conducted Training Workshops and sessions with Cummins India, Shapoorji Pallonjee, Electro Casting Steel India, Wipro Infotech, Tata Teleservices, Nicco Park, Samsung, Maruti, West Bengal Power Development Corporation, Vipul Solar, Senco Gold, ITC, Flipcart.My target audience varies from New entrant executives to AVP. Sales, Admin, HR, Training Professionals, Area Managers, Regional Heads as well as conducting Train the Trainer at various domains on soft skills and facilitation.I am a post graduate in English Literature from Punjab University and Post Graduate Diploma in Personnel Management and Industrial Relations from Symbiosis Pune. Show less

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  Personality Development, Behavioral Therapist, Counselling and Peace Provider

  Mar 2018 - now

  PD Trainer cum Customer Aquisition Mananger