Vinod.Resume
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This document is a resume for Vinod Kumar Chopra seeking a senior or top-level position in training and development. It summarizes his professional experience in training and process development roles for various business process outsourcing companies since 2004. His experience includes evaluating training programs, developing processes, monitoring functions, and people management. He has worked for companies such as Agilyst, Dell International Services, Genpact, and Aegis BPO Services in roles ranging from an outbound caller to a senior analyst process trainer.
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Vinod.Resume
- 1. Vinod Kumar Chopra Email: vinodchopra_14@yahoo.co.in Mobile: +91-9855559077, 9855071410 ------------------------------------------------------------------------------------------------------------------------------------------ Seeking Senior to Top level position in Training and Development with a reputed organization. Professional Profile Excels in devising and implementing strategies to ensure smooth trainings, attainment of top line and bottom line services and achievement of business goals. Proficient in managing training operations, encompassing customer relationship management at top echelon level. Resourceful at managing excellent relations with clients to achieve quality product and service norms by resolving service related critical issues. Well organized with a successful track record that demonstrates self-motivation, creativity and initiative to achieve corporate goals. Considerable exposure to handling business growth, change management, strategy planning and corporate communication. Leadership Attributes -Driven to succeed and excel -Innovative in thought and solutions -Team management & mentoring -Organization building -Effective Business negotiations -Individual contributor Core Strengths Strategy Planning Business Analysis Business Development & Growth Profit Centre Operations People Management Time management Cost Reduction
- 2. Experience Chronology Since December’11 with Agilyst (EClerx), India Agilyst (EClerx) is a leading global third party BPO Company that delivers Business Process Outsourcing (BPO & KPO) services to Fortune 500 companies in USA, UK, Australia, Poland and India. Joined as Analyst Outbound Caller and rose to the current position of Senior Analyst Process Trainer Conduct Process Trainings for NHT and Cross Training and Handel SOPs, Process Flows and Competencies. Key Highlights Evaluating effectiveness of training & development programs, formulating and reviewing training strategy and determining appropriate instructional methodologies and formats. Providing guidance and leadership to staff in accordance with specified program objectives. Mapping business requirements and coordinating in developing and implementing processes in line with the preset guidelines. Monitoring the overall functioning of processes and implementing adequate measures to maximize customer satisfaction levels. Maintaining SOP (Standard Operating Procedures), Process Flows and Training Competency. Framing work directions and plan for associates after assessment of their capabilities, preparing and presenting various weekly, monthly MIS reports pertaining to process. Identifying and doing away with unnecessary procedures in processes ensuring uniformity in the process with focus on achieving client and the organizational requirements. April'11 to December'11 with Dell International Services Joined as CE (Handling Customer Care enquires for USA customers) Key Highlights Providing Order status for the order placed by customer. Generating return request. Raising refund request. Raising exception request for the team. Sharing AHT information to the team.
- 3. Sep'09 to April'11 with Genpact India Pvt. Ltd. Joined as Process Developer (Handling B2B collections for USA) Key Highlights Providing Invoices to Customer. Take care of end to end collection process February'06 to March'09 with Aegis BPO SERVICES (GLOBAL VANTEDGE INDIA Pvt. Ltd. Joined as Specialist-Subject Matter Expert (1st party soft collections and last stage 3rd party collection Processes) Key Highlights To handle customer queries and complaints to assist them with their account status to keep them in buying cycle and achieve individual targets. Deliver presentations for implementing changes within team to achieve set targets. Participation in training sessions as team representative. Taking SMS batches (Subject Matter Specialist) of new joiners. Mentoring new team members and coaching them to enhance their skills to achieve set targets. July’04 to December’05 with COMPETENT SYNERGIES Pvt. Ltd. Joined as Floor in charge (Customer Care Team handling) Key Highlights Handling customer queries over the phone to provide suitable resolution. Responsibilities for call backs to customers and submitting report to client. Making weekly monthly and taking care of daily attendance of portfolio. Taking care quality sessions and updates Taking one on one and feedback sessions to enhance individual’s skills to achieve set targets. Prepare weekly and monthly reviews of the process for higher management and client.
- 4. Education Bachelor of Arts (B.A, Correspondence studies) from Punjab University. Vocational Diploma in Office Management and Stenography from Haryana Vocational Education Board Secondary School Examination from H.B.S.E Computer Proficiency Basic Knowledge. Personal Details Date of Birth : 14/October/1981 Contact Address : House No. 1270, Sector – 15, Panchkula, Haryana. (Dated) Vinod Kumar Chopra