Mohit Kapoor

Experience

• 

  Travelport

  Jun 2009 - Jan 2012

  Product Trainer

  Promoted as a Line Trainer managing the training needs with accordance to the expectations setby the client organization• Managed and delivered training needs for a team of 59 agents. • Trained, Supervised and supported the team with product challenges• Maintained and managed an environment of respect towards each other ensuring the productivity standards• Engaged in the quality aspect and ensured the quality targets for the team• Calibrated the team and self on the quality standards and the product up gradations• Managed, performed, supervised and directed all kind of product escalations• Created and Developed certain loss saving strategies for the client organisation with a record loss saving of over AUD 8000 in four months• Created statement of work documents to describe function, data flow and requirements for several• Created process flow and system documentation through personal expertise and subject matter expert interviews.• Trained and managed a team of consultant and client personnel to provide support to all departments including development, product test and QA test• Ensured on-time delivery and Implementation of the content by coordinating issue resolution through communication with other teams and client organizations.• Championed the team’s knowledge building and test data coordination• Provided innovative ideas and product design and improvement consultation to Senior Management Team that successfully reengineered several major customer relationship processes resulting in improved customer satisfaction and product development cycle• Managed and led a 2 month project on training grounds involving the merger of HotelClub online private limited and the Global Hotel Team from Orbitz fulfillment.• Co-led a business requirement project of preparation to create process templates Show less

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  InterGlobe Technologies

  Jan 2012 - Apr 2014

  Conducted and supervised training and development programs for the employees.• Developed and Managed ways of developing skills, enhancing productivity and quality of work • Planned, organized and directed a wide range of training activities for the experienced employees• Conducted orientation sessions and arranged on the job training for new employees• Facilitated supervisors to improve their interpersonal skills in order to deal effectively with employees and their product issues• Co-Led individualized training plans to strengthen an employee's existing skills or teach new ones• Directed and coordinated leadership or executive development programs among employees in lower level positions to replace the operation’s attrition• Assessed the training needs by conferring with managers and supervisors and conducting surveys• Created special knowledge checks to periodically evaluate training effectiveness Show less Conducted and supervised training and development programs for the employees.• Developed and Managed ways of developing skills, enhancing productivity and quality of work • Planned, organized and directed a wide range of training activities for the experienced employees• Conducted orientation sessions and arranged on the job training for new employees• Facilitated supervisors to improve their interpersonal skills in order to deal effectively with employees and their product issues• Co-Led individualized training plans to strengthen an employee's existing skills or teach new ones• Directed and coordinated leadership or executive development programs among employees in lower level positions to replace the operation’s attrition• Assessed the training needs by conferring with managers and supervisors and conducting surveys• Created special knowledge checks to periodically evaluate training effectiveness Show less

  • Process Trainer

    Jan 2012 - Apr 2014

  • Process Trainer

    Jan 2012 - Mar 2014
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  Southall Travel Ltd

  May 2014 - Mar 2015

  Senior Product Trainer

  • Designed the new training development plans with improvement planners starting from the new hire training curriculum to floor performance in the 0-30 days training - quality phase.• Lone shouldered the launch of Pilot Emails Process Sales. Managed the launch from the training perspective with dedicated responsibilities for all levels.• Conducted orientation sessions and arranged on the job training for new employees• Facilitated supervisors to improve their interpersonal skills in order to deal effectively with employees and their product issues• Managed the business class flights and appropriate routings for the corporate and elite class passengers.• Conducted and supervised training and development programs for the employees.• Planned, organized and directed a wide range of training activities for the experienced employees• Developed and managed the detailed performance evaluation and improvement strategies for the experienced Sales Experts with a significant increase in the results, measured in terms of profit per call, profit per passenger and number of passengers.• Developed and Managed ways of developing skills, enhancing productivity and quality of work Show less

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  FaresHUB Private Limited

  May 2015 - now

  Training and Quality Manager

  Implemented an umbrella management function that brands, centralizes, and standardizes training, job support, and quality management across all organization centers, providing the direction needed for long-term stability and consistency Managed a hands-on and visible role in each of the Customer Service, Sales and Technical Support Centers related to training and quality Collaborated with the Director of Customer Service and the management team of each Center to assure standardization, communication, calibration, and consistency. Spearhead analysis, design, and development initiatives related to the new-hire, refresher, and staff development training needs of Call Center representatives; recommend appropriate learning and job support solutions. Lead the administration and enhancement of the Quality Monitoring Program to meet the needs of the organization, its customers, and its employees Collaborate with, manager, support, and mentor organization’s trainers across locations. Enhanced the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process. Assign resources; set timelines and deadlines; track projects and schedules Lead the development of a Quality Monitoring Definitions document. Assured regular and consistent calibrations across locations. Set and maintained training standards across locations. Managed the creation and maintenance of all training templates. Assured communication among all parties and set forth a document review cycle and methodology Approved learning and support materials as appropriate and work with others to schedule/coordinate training classes Provided expertise and support related to instructional/informational design and development, appropriate content treatment and media, and effective delivery strategies. Leas the streamlining of current reference material and documentation; identify the need for new job aids, etc. Show less