Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/1134867

Work experience

Customer service

from 02.2017 to now (7 years 2 months)
convergys, gurugram (BPO)

Trainer

from 08.2007 to 04.2016 (8 years 8 months)
EXL SEZ BPO soloutions pvt. ltd., Delhi (BPO)

Customer Service, Sales, Training Coordination, Recruitment, People Management, Client Relationship Management
Training Delivery, Training Need Identification  Training Effectiveness Evaluation, NPS Management,
 Claims Handling

Education

Indian Institute of Mass Communication

Journalism, Delhi
Higher, from 2004 to 2005 (11 months)

Delhi University

English, Delhi
Higher, from 2000 to 2004 (3 years 11 months)

Knowledge and skills

Language proficiencies

English — advanced

Additional information

Kamal Kishor
Address: Kharkiv, Ukraine
Tel: [open contact info](look above in the "contact info" section)
Email:[open contact info](look above in the "contact info" section)
Skype: kamalverma82

CORE COMPETENCIES

Customer Service & Sales Business Development Training Coordination, Recruitment People Management Training Delivery Training Need Identification Training Effectiveness Evaluation NPS Management Team Management Claims Handling

Current Profile: AT&T USA (Convergys India Pvt. Ltd.) Customer Service & Sales (Voice/Chat)

•Resolving customer’s queries over inbound chat for AT&T USA Premium cell phone users
•Selling AT&T products to existing and new customers
•Responsible for account adjustments
•Managing NPS
•Complaint Resolution
•Supporting Training Team for Delivery


AT&T USA (Convergys India Pvt. Ltd.) Customer Service & Sales (Voice).

•Manage inbound & outbound calls for AT&T USA Uverse & DTV customers
•Responsible for handling customer’s queries
•Selling AT&T products to existing and new customers
•Responsible for account adjustments
•Managing NPS
•Complaint Resolution
•Supporting Training Team for Delivery
Maintaining Data and preparing reports
Supporting Training Team for Delivery

Delivery Manager @ eHelium Advisory Services Pvt Ltd( Moved to Scaleupp Domain)

•Responsible for end to end recruitment and training delivery of Sourcing to On-boarding for Major Banking and Insurance clients (SBI Card, Kotak Mahindra Bank etc.)
•Responsible for Achieving revenue targets for assigned territory
•Relationship Management with all new and existing clients
•Handling Recruitment team
•Business Development
•Acquiring New Client
•Maintaining MIS related to Training and Recruitment
•Delivering training to shortlisted candidates as per Hire Train Deploy methodology for banking and insurance sector clients.
•Coordination with vendors

EXL Service SEZ BPO Solutions Pvt. Ltd.
01stJuly 2011 to 4th April 2016
Job Type: Senior Executive Training (Training Coordination & Training Delivery)

Direct Line Group (UK)
Responsible for training delivery, managing and coordinating the process training team, using knowledge, principles and methods of curriculum and training, instruction of individuals and groups, and measurement of training effectiveness


•More than 8 years of experience in General Insurance, Training Delivery(5 Years), Claims Handling, Customer service, People management and Training & Development, Client Management for large Insurance and banking institutions of UK & USA ( Direct Line Group, Aviva Global Services , Prudential Insurance
•Responsible for delivering Fundamental of UK General Insurance to all new hires
•Training Module Outline
a)Risk
b)Insurance Market
c)Contract & Agency
d)Utmost Good Faith
e)Classes of Insurance
f)Claims
g)Regulatory Agencies & Legal


•New Hire Management
•Induction of New Hires
•Attritions Management (180 days)
•Proficient in managing an end to end training intervention in terms of analyzing the training need, designing and delivering the training curriculum as well as mapping and tracking the impact and effectiveness of training.