Uday Debnath

Experience

• 

  First Source Solution Ltd..

  Aug 2012 - May 2016

  Learning Specialist

  Train agents on product and process, as and when there are NHT batches.Work closely with Ops and Quality team design action plans to plug areas of opportunityResponsible for defined training conversion Managing retention during training Consistent alignment with operations by auditing calls,understanding needs, conducting refreshers Demonstrating innovation in training by carrying floor requirement into classroom training.Maintaining Data as per training Processes Drive C-Sat & E-sat initiatives to add value to the Process and customer Excellent presentation and communication skills.Drive key performance metrics related to trainingWork under pressure & in an unstructured environment.Flexible to work in 24X7 environment (night shifts and weekends basis scope)Excellent communications skills Proficient with MS Office Show less

• 

  BPO Convergence

  May 2016 - Mar 2017

  Trainer

  Train agents on product and process, as and when there are NHT batches.Work closely with Ops and Quality team design action plans to plug areas of opportunityResponsible for defined training conversion Managing retention during training Consistent alignment with operations by auditing calls,understanding needs, conducting refreshers Demonstrating innovation in training by carrying floor requirement into classroom training.Maintaining Data as per training Processes Drive C-Sat & E-sat initiatives to add value to the Process and customer Have excellent presentation and communication skills.Drive key performance metrics related to trainingAbility to work under pressure & in an unstructured environment.Flexible to work in 24X7 environment (night shifts and weekends basis scope)Excellent communications skills Proficient with MS Office Show less

• 

  Teleperformance

  Dec 2017 - May 2018

  Trainer
• 

  Flipkart

  Jun 2018 - now

  • Assistant Manager

    Oct 2022 - now

  • Lead - CXSX

    Apr 2022 - Oct 2022

  • Lead - Central

    Aug 2021 - Apr 2022

  • Lead - CUSTOMER EXPERIENCE

    Jun 2021 - Jul 2021

  • Customer Experiance Coach

    Jun 2018 - Jun 2021