Amar Mayekar

Experience

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  GTL Limited

  Jun 2001 - Jun 2003

  Sr. Customer Relations Executive/ In-team Trainer

  Having worked with one of the nation’s top 10 BPOs evolved from a Customer Relations Executive to a Sr. Executive and one of the most vibrant and juvenile In-team Trainer, analyzed team performance, audited quality, trained batches and handled a team of about 12 agents in a span of more than 2 years. Managed business performance for UK telecom sales, service and B2B operations (12 agents) as an in-team Team Leader.  Designed and delivered training for soft skills, UK culture orientation, voice and accent, sales, customer service and process and collaborated with the client as a site SPOC for training requirements. Show less

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  Americom KR Solutions Pvt. Ltd.

  Jun 2003 - Oct 2003

  Corporate Trainer - Business Development Manager

  A front-runner with a proven ability to drive change and deliver targeted results for servicing call centres and the corporate business in Mumbai and Navi Mumbai. Managed complete in-house sales, customer service, Voice and Accent Neutralisation, UK/US Accent & Culture & Behavioural skills Training for servicing call centres and the corporate businesses in Mumbai and Navi Mumbai.  Developed training modules, manuals, journals and instructions and managed external communication and client relations. Generated qualified leads through referrals, networking, cold calling, presentations and seminars as a Business Development Manager. Show less

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  Cellbion Interactive Ltd. - Adventity BPO India Ltd. (Change of Name effective 23rd July 2004

  Oct 2003 - Apr 2005

  Training Leader

  Held a lead training position throughout a dynamic tenure to strengthen the organisation's Voice & Accent, Generic, Sales and Product & Process training for the overseas clients (US/UK). Managed a team of trainers, to manage new hire communication, product / process, sales and behavioural training, OJT performance delivery and proficiency (0-30 days) for multiple US and UK clients. Specialised in designing content for sales, customer service, telequette and behavioural training based on ADDIE, Fenman and Gower methodologies, Bill Bryson theories and Gene Zerna US/UK/Accent Neutralization. Developed training modules, facilitator and participant guides, job aids, CBTs and exercises as per Gagne’s 9 events of learning as an Instructional design and Curriculum Development Specialist. Show less

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  Convergys India Services

  Apr 2005 - Dec 2007

  Trainer, Communication & Culture (Australia)
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  Convergys India Services Private Limited (Parent Company)

  Jan 2008 - Apr 2015

  Senior Trainer, Communication, Culture and Process (Australian Telecom)

  Responsible to plan and manage training delivery for my team, so as to meet the client SLAs and achieve business goals in the Communication and Process space in accordance for the second largest telecom service provider in Australia.  Responsible to plan and manage training performance delivery and operational support with a team of in-team Trainers and Universal trainers for a mega site of 1000 employees for the second largest telecom service provider in Australia. Managed Learning Design initiative in collaboration with the client, provided expert inputs to ID/LS team, facilitated L&D initiatives and managed OD forums like CIS University for capability building. Managed E-learning tools, governance of HRM tools and site compliance for TKS, WMS, LMS, ESTART, Taleo and HRSC for business management and billing actualization.Key Achievement # 1: 33.33% reduction in the Training cycle time for a technical LoB of an Australian telecom programChallenge: The training duration for one of our technical LoBs was 45 long days that put a pressure on training resources as with the increasing number of ramps and delays in adding the requisite headcount on the floor, which in turn had started to show a cascading impact on the floor performance. It required a critical review and redesign of the content, adoption of process-driven training methodology, use of live training tools and more exposure to live production floor.Result: Reduced the Training duration from 45 days to 30 days. Show less

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  Convergys Stream Company Limited (Acquisition by Convergys (CIS) of Streams International Co.)

  Apr 2015 - Mar 2016

  Trainer B2, Communication and Culture (US Tech Support, IT, Cable n Satellite TV)

  Responsible for training deliverable in the Communication space and provide learning solutions for achievement of communication metrics for one of the largest IT, Cable and Satellite TV brands in the USA. Responsible for training delivery and learning solutions design for one of the largest IT and Cable and Satellite TV brands in the USA. Played a key role in the implementation of Convergys work culture and Training framework design for the acquired Streams businesses. Planned and executed Continuous Improvement projects to research, analyze and identify scope of improvement in the CSAT scores, AHT adherence and other critical SLAs.Key Achievement # 1: 87.5% improvement in VOC scores of a US technical program with a headcount of over 300Challenge: The VoC scores for the technical program showed our functional capability to identify and resolve a technical problem and effectively engage the customer in providing a resolution in a customer interaction. It required focus on targeted performance coaching on critical probing, issue identification, process resolution for top call scenarios.Result: Improved the VOC scores from 40% to 75% and reduced the AHT for the program from 740 seconds to 529 seconds. Show less

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  Convergys India Services Private Limited (Acquisition Complete)

  Apr 2016 - Sept 2017

  Universal Trainer B2, Additional Charge – US Tech Support, Chat Operation

  Manage the communication, product/process, and transition training, retraining, and client mandated training and provide solutions for operational metrics for one of the largest American Cable Company. Led a team of Program Ready Trainers, Trainers, Communication Coaches and SMEs to manage Communication, Product/Process, and Transition training, retraining, OD and client mandated training and coaching for one of the largest American Cable Companies. Provided expert consultation about Training content design and development in partnership with the Client as a site SPOC for the program. Show less

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  HGS - Hinduja Global Solutions

  Nov 2017 - Nov 2019

  Training Head for Emerging Mkt Vertical (EMV) spanning 20 clients from Automobile, Retail, Insurance, Healthcare and other emerging clients with multiple LoBs for Bangalore, Mysore & Pune. Additional Charge of Quality Head for EMV. Headed the TnQ functions to drive performance against budget, managed process orientation and business operations through KPI adherence, provide strategic business planning and execution to drive profitable growth and enable solutions for people and capability development for the emerging market vertical operations at HGS. Responsible for revenue optimisation through end-to-end training delivery solution from new hire to 120-day advisor and over 120-day advisor populations to meet contractual KPIs. Lead the Quality Management System, deploy effective BQ management, design Domain specific practices and build business value proposal for the clients’ businesses.Key Achievement # 1: 43.16% Improvement in certification scores >64% improvement in critical client metrics (PRR)Result: Improvement in First Pass from 58% to 82% and Positive Response Rate from 77% to 84%.Key Achievement # 2: 93.85% Reduction in client escalations for an Indian healthcare service provider and improvement in client CSATResult: Reduction in client escalations from >65 to <5 per month and improvement in client CSAT from 2 to 4 on a scale of 5.Key Achievement # 3: 40% test drive registration conversion for premier Automobile Chat operations in first month of Go-live and averaged @ 50% from 2nd month with 90% Quality.Result: Stabilised new chat business with consistent 50% test drive registration rate and 90% interaction quality. Show less Managed a robust framework for training, coaching, performance management and capability building for the overall domestic business PAN India comprising of 43 diverse clientele, with training and coaching delivery and performance innovation. Designed the Strategy, Operational Framework, Job-description, KRAs and SOPs for Performance Coaching and Capability Building Solution for HGS Domestic Business. Managed a team of 30 Performance Coaches to plan, delegate and review classroom training, course evaluation, assessment, coaching and performance management to ensure execution of the Coaching calendar. Collaborated with Operational Training teams across geographies to conduct TNA, design and deliver coaching and product and compliance specific training modules for an enhanced Customer Experience and Business Output. Key Achievement # 1: 42.92% Improvement in first call resolution for a leading telecom programChallenge: The first call resolution for one of our leading telecom program was a matter of concern that usually trended at 58% and needed immediate attention. The root cause was the lack of process adherence and expertise, which required intensive KB adherence drive and focus on resolution for top 5 call drivers that accounted for more than 80% of our call volumes.Result: Improvement in first call resolution from 58% to 74% and upwards. Show less

  • Sr Manager, Training / Qlty – Emerging Mkt Vertical, Knowledge Transition & Learning Solns. Design

    Feb 2019 - Nov 2019

  • Senior Manager, Training – PAN India, Performance Innovation n Business Transformation

    Nov 2017 - Jan 2019
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  Altruist Technologies Pvt. Ltd. (Acquisition of Hinduja Domestic Business effective February 2020)

  Nov 2019 - now

  Sr. Training Manager - Knowledge Transition, Learning Solutions Design and Capability Building

   Managed the knowledge transition, new hire content development, learning operations management as a single point of contact for critical new business transitions Plan and Organise capability building model for Altruist PAN India and design relevant learning solutions to calibrate, develop and upgrade skills of operational and supervisory workforce and meet the developmental and business goals of the organisation. Key Achievement # 1: Knowledge Transition Framework development for streamlining business Ops and 53.36% improvement in First Pass Yield from 58% to 92%Results: More than 90% first time certification rate and achievement of client goals in 45 days period.Key Achievement #2: 43.66% Improvement in CSAT and from 4% to 12% in Up-Sales @ Financial Services OpsResult: Equity Building and Returns Optimisation approach to manage customer emotion, build connect and secure cross sales uplifted CSAT from 52% to 74% and boosted Up-sales from 4% to 12%.Key Achievement #3: Fusion of behavioural competencies with functional expertise to make OD strategy more relevant and credible to support business goalsResult: Partnership with specific business teams to identify critical functional processes and requisite skills and case studies and mapping them to behavioural competencies made the OD learning credible and transformational. Show less