Alen Cherian Eapen

Experience

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  Novel Infocom

  Jun 2010 - Jul 2013

  Customer Sales Ex
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  Sutherland

  Aug 2013 - Jul 2018

  As a specialist in training for mobility, I got nominated to join trainers from all over the world for a Master Coach Workshop at Philippines in September 2017. At the end of the two week workshop I was certified as a Strategic Partner Master Trainer (SPMT) by a team of Lead Training Managers from the AT&T University.As AT&T Mobility’s SPMT my responsibilities include:• Conduct workshop on coaching tactics for trainers, team managers and SMEs. • Facilitate workshops and certify trainers to be eligible to conduct new hire batches.• Improve the overall quality of trainers for Mumbai and Chennai geo.• Manage the overall development of the trainers.After the certification, I worked closely with the Training & Operations team at Chennai for the successful launch of the new AT&T ATS site. And conducted a two-week workshop to certify new and existing trainers for the process. Along with my responsibilities as an SPMT, as a Lead Training Specialist for Sutherland, my responsibilities include:• Co-facilitate with other trainers to up-skill them as per the client’s requirements.• Behavioural training for fellow trainers to improve the quality of feedback and coaching.• Conduct train the trainer programmes.• Prepare questionnaires as per training need analysis and training need input for new hire batches and consultants in operations. • Prepare advanced questionnaires for trainers, team managers and SMEs. • Conduct new hire batches, if and when required. Show less AT&T introduced Advanced Tech Support (ATS) for their wireless customers for the first time in India through Sutherland in Jan, 2017. Being part of the team that helped set up this process from a training standpoint was both challenging and exciting for me.As a part of my role as the Senior Training Specialist, I have been certified in Experiential Learning Model [ELM] – a delivery method that encourages learning through real life experiences – by AT&T. My responsibilities included:• Conduct end to end training for product, process and communication.• Facilitate new hire batches to meet the client’s quality standards.• Train on Apple and Android tech support.• Conduct training need analysis to improve the learning curve.• Demonstrate and model the types of responses or tasks you want to the new hire batches to perform. • Provide guided practice, monitor responses and deliver immediate corrective feedback. • Scrub data and conduct behavioral analysis of the new hire batches and track their performance during the first thirty days in Operation. • Modify the agenda and curriculum depending on the client and process requirements.• Conduct floor training for the top impacting drivers – depending on the requirement and track progress through a series of Process Knowledge Tests.• Calibrate new and upcoming trainers under the Trainer Observation Program.• Manage the team and the support during the nesting phase to ensure that they graduate to operations with a high pass rate. • Conduct remedial training for the bottom quartile. • Manage attrition, shrinkage and overall throughput for the entire batch. My classroom delivery methods include Adult Learning Principles such as Scenario Based Training, Learning Through Failure, Experiential Learning and Instructor Lead Training. I like to make learning fun, keep the team focused, and motivate them both as individuals and as a team by planning engagement activities and with Rewards and Recognition. Show less As the Senior Training Specialist, I got the opportunity to conduct end-to-end training for one of AT&T’s leading customer-facing businesses, AT&T Uverse. My responsibilities included:• Conduct end to end training for product, process and communication.• Facilitate new hire batches to meet the client’s quality standards.• Train on Apple and Android tech support.• Conduct training need analysis to improve the learning curve.• Demonstrate and model the types of responses or tasks you want to the new hire batches to perform. • Provide guided practice, monitor responses and deliver immediate corrective feedback. • Scrub data and conduct behavioral analysis of the new hire batches and track their performance during the first thirty days in Operation. • Modify the agenda and curriculum depending on the client and process requirements.• Conduct floor training for the top impacting drivers – depending on the requirement and track progress through a series of Process Knowledge Tests.• Calibrate new and upcoming trainers under the Trainer Observation Program.• Manage the team and the support during the nesting phase to ensure that they graduate to operations with a high pass rate. • Conduct remedial training for the bottom quartile. • Manage attrition, shrinkage and overall throughput for the entire batch. Show less The time I spent as part of the Virtual Training Force, was my first stint in Training. This not only gave me a faster route to enhance my delivery and facilitating skills but also paved the way for my career in the Learning and Development field. My responsibilities included:• Helping existing trainers with a select few sessions of the training agenda. • Shadowing batches to learn and develop competencies for imparting knowledge and transferring skills.• Coaching and providing constructive feedback for the new hire batches. Show less As a Customer Service Consultant, I was responsible for managing customer service inquires for one of the world’s leading telecom companies. My responsibilities included:• Troubleshooting, identifying and proactively accessing customers’ needs.• Problem solving with crisp instruction delivery for a first-time resolution. • The need to multitask, prioritize and provide alternate solutions within the given time frame effectively. During my tenure, I was awarded the Employee of The Quarter Award. Show less

  • Lead Training Specialist & Strategic Partner Master Trainer (AT&T Mobility Training)

    Sept 2017 - Jul 2018

  • Senior Training Specialist for Advanced Tech Support (AT&T)

    Jan 2017 - Sept 2017

  • Senior Training Specialist for Integrated Care Model (AT&T Uverse)

    Oct 2015 - Dec 2016

  • Virtual Training Force for Integrated Care Model (AT&T Uverse)

    Mar 2014 - Oct 2015

  • Supervisor, Escalation Desk, for Integrated Care Model (AT&T Uverse)

    Jan 2014 - Mar 2014

  • Consultant for Integrated Care Model (AT&T Uverse)

    Aug 2013 - Jan 2014
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  UBS

  Jul 2018 - now

  Associate Director | Learning & Development

  • Establish a strong partnership with business clients/internal stakeholders to continuously remain aligned with current business issues and opportunities, as related to learning and development • Liaise with operations to understand the need of the business and upskill employees to meet the agreed-upon SLAs• Coordinate the execution of agreed-upon onboarding of all new hires and cross-training initiatives• Deliver refresher training on critical processes and compliance topics• Identify coaching and development needs. Implement various strategy and tools to overcome the requirements. • Support the L&D by developing and maintaining new training materials for internal training and reviewing the existing documents• Audit training programs and records• Evaluate the overall team performance and provide individual performance reviews Show less