Vikas Yadav

Experience

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  Co-oprative bank

  Nov 2003 - Aug 2006

  Cashier

  Technical co-operative bankDesignation : Head Casher. Admin, HR Executive. Duration : Nov - 2003 to Sep - 2006Responsibilities : Cash collection and Admin, and HR Executive.

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  Samradhi bpo

  Oct 2006 - Apr 2008

  Cso

  Samraddhi Association Designation : Customer support officer (Specialist)Duration : Sep - 2006 to May-2008Responsibilities : Handle escalated calls.

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  Mphasis BPO

  May 2008 - Aug 2015

  Customer Experience Trainer

  • Conduct Soft Skills and grooming training for the new joined Agents.• Coaching the team (one on one) twice in a calendar month and assigning targets.• Setting goals based on the tenure grid.• Sharing feedback on performance post monitoring the calls (internal and external) • Up skilling the executives on different stages as per process requirement.• Internal & External Calibration- Weekly review on calibration based on Quality bucket • Team activity on MBR (monthly business review)• Tracking the performance of the outlier and conducting refresher training.• Employee engagement.• Conduct Train the Trainer sessions for the process trainers and Quality analyst. Show less

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  HGS - Hinduja Global Solutions

  Sept 2015 - Sept 2016

  UM – Soft skill Training-D

  • Soft skills Training• Excellent communication and presentation skills in Hindi and English with hands on experience in conducting training sessions on Communication• Independently handle assigned batch/es and ensure professional development of participants, observe their professional growth and provide continuous feedback• Excellent coaching and mentoring skills with problem solving approach and ability to develop solutions• Conduct Soft Skills and grooming training for the new joined Agents.• Coaching the team (one on one) twice in a calendar month and assigning targets.• Setting goals based on the tenure grid.• Sharing feedback on performance post monitoring the calls (internal and external) • Up skilling the executives on different stages as per process requirement.• Internal & External Calibration- Weekly review on calibration based on Quality bucket • Team activity on MBR (monthly business review)• Tracking the performance of the outlier and conducting refresher training.• Employee engagement.• Conduct Train the Trainer sessions for the process trainers and Quality analyst. Show less

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  Centum Learning Limited

  Oct 2016 - Mar 2017

  Deputy Manager learning and Development

  Taking care of Process training and soft skill training

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  HDFC Life

  Apr 2017 - Mar 2022

  Deputy Manager learning and development
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  L&T Financial Services

  Apr 2022 - Dec 2023

  Regional Training Manager
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  Tata AIA Life Insurance

  Dec 2023 - now

  Sr Training Manager