Joy D'Silva

Experience

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  PAGEPOINT SERVICES INDIA PVT LTD

  Apr 1998 - Sept 1999

  Senior Customer Representative

  Handling local paging operations including queries related to billing, pager repairs & other customer queries.

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  JEWEL PALACE

  Sept 1999 - Apr 2003

  Store in-charge

  Responsible for meeting sales targets, store promotions, checking and ordering inventory & training new staff. Resolving customer complaints, claims & disputes; keeping a regular tab on inventory, market strategies etc. Update regular customers with new designs at attractive offers to boost sales. Selected achievements:Increased store sales by 45% over 3.5 years.Implemented new sales training program for all sales representatives.Won the best managed store for the year 2002-2003 on overall performance. Show less

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  INTELENET GLOBAL SERVICES PVT LTD

  Jun 2003 - Mar 2006

  Team Leader-Household Collections

  Achieve qualitative & quantitative targets & work in accordance with client requirements. Provide daily work direction & performance reviews to team members. Actively drive & motivate team & provide inputs to enhance overall performance. Expertly handle queries/ concerns & take escalations when required. Mentor & counsel team members in an attempt to create new leaders. Work in accordance with the organizations quality standards and ensure staff's performance meets performance results of the unit. Selected achievements:Promoted to Team Leader from Senior CSE within 1 year of hitting the floor. Involved in Training Restructuring Program for NRE in order to reduce gaps identified in training & actual performance.Appointed active duty manager during client visits ensuring optimum seat utilization & break management across the floor. Show less

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  IBM Daksh BTO Pvt Ltd.

  Mar 2006 - Oct 2006

  Assistant Manager

  Focus on team performance through planning, organizing, monitoring, supervising, giving feedback, coaching & documenting. Achieve departmental & organizational goals by setting expectations & formulating action plans to meet standards. Establish responsibilities, objectives, accountabilities & measures by agreement & delegation. Create action plans to achieve tasks - deliverables, measures, timescales, strategy & tactics. Identify aims & visions for the group, purpose & direction. Review, re-assess, adjust plan, methods & target as necessary. Monitor & maintain overall performance against plan. Selected achievements:Involved in six-sigma yellow belt project with 6 other colleagues to reduce process level attrition.Appointed back-up facilitator for leadership development programs for Team Leaders & above. Won the 'Quality Cup' for the quarter July to September 2007. Show less

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  Vodafone India

  Oct 2006 - Nov 2010

  Assistant Manager - Training

  Primarily involved in vendor coordination & management (Intelenet Global Services); ensuring efficient & effective quality training for 300+ executives each month. Also conducting behavioral training for in-house employees on personal effectiveness (IGNITE) & Selling skills for employees of Vodafone stores & Vodafone Mini Stores (Sharpen Your Axe).Formulate TNI’s based on Quality/C-SAT reports & customer complaints & plan refreshers. Prepare monthly training calendars to address both behavioral & process related requirements of employees. Prepare training modules complete with trainer notes for new launches & new processes. Conduct Train the Trainer certification program for new trainers & continually audit to check compliance & trainee understanding & effectiveness. Check efficacy of training for 3 consecutive months after trainees hit the production floor through Quality, C-SAT & Mystery Shopping Audits. Prepare training reports like Circle MIS; Training scheduled v delivered, Health of Training, Monthly Reviews etc. Selected Achievements:• Was assigned the responsibility to conduct a personal effectiveness training program called IGNITE for all Band 6 in-house employees. • Instrumental in transition of customer service process from old vendors (Andromeda Marketing) to new vendors (Intelenet Global Services).• Involved in service improvement projects for Mumbai circle – Calls per sub, AHT & C-SAT.• Involved in employee engagement programs.• Won the Best AM-Prepaid for the quarter Jan to Apr ’07. Show less

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  Etisalat DB Telecom Pvt. Ltd.

  Nov 2010 - Apr 2012

  Training Manager - Customer Service Delivery

  Pan India training, employee learning & development & knowledge management catering to 3 contact centers that provide voice support to subscribers from 15 telecom circles. One point contact for all process & product updates ensuring timely download & compliance. Instrumental in creating New Hire Training Agenda, Training Content, Training Needs Analysis, Monthly Knowledge Quiz for Supervisors & Frontline. Also involved in process certification for New Hire Induction batches. Selected Achievements:• Created a user friendly excel version of Knowledge Management with multiple ready reckoners for both product & process updates promoting timely resolution. • Centralized information download to eliminate process gaps & bring uniformity in resolving customer queries & complaints.• Involved in end-to-end UAT for VAS launch. • Liasioning with Marketing, Acquisition, Documentation, Verification & Retention Departments for better understanding & downloading of processes to the contact centers thereby getting more exposure to the internal workings of these departments. • Involved in Communication Skills Improvement project with the sole objective of moving away from script based robotic conversations to more human conversations. Show less

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  Tata Sky Ltd

  Apr 2012 - Apr 2014

  Manager - Service Training

  • Ensure compliance on mandated training programs to ensure they are delivered in coordination with established standards and procedures ensuring appropriate measurement, tracking and reporting • Assess, evaluate and monitor all training programs in coordination with circle training representatives ensuring the effectiveness of each program• Drive process thinking and use of metrics throughout training function to ensure training initiatives are linked to business outcomes• Plan, direct and coordinate learning objectives including developing the best methodologies for training delivery • Develop and maintain strong partnership with internal customers and service partners. Ensure training department provides superior training to facilitate customer service through understanding customer needs, measuring customer satisfaction and facilitating appropriate change• Conduct Bootcamps and training workshops to upskill both in-house and service partner trainers in Training, Facilitation and Presentation Skills. Incorporate best practices into overall learning strategies as appropriate Show less

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  Samsung Electronics

  Apr 2014 - Dec 2019

  Chief Manager

  I'm the Regional Training Manager with a goal to delight customers through an unmatched smartphone shopping experience. My team and I together train the Samsung Experience Consultants across Mumbai and Goa to exceed customer expectations through needs assessment and benefit selling. I'm a tech savvy person dedicated to providing the best solutions to every customers technological problems.

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  The Alchemists

  Jan 2020 - now

  Training and Development Specialist

  I'm the co-founder of 'The Alchemists', a Corporate Training Solutions firm with a goal to transform and improve individuals by helping them discover their true potential. I love narrating stories and I've often found that the lessons learned through stories resonate for life. I'm dedicated to creating a better society and a better world by helping people learn and evolve.