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Vijay Thirumur
BASIC
SR Training Specialist Vijay Thirumur, Data Entry & Admin
Objective: My aim is to be at a position that will allow me to use all the experience and knowledge I’ve already acquired and contribute all of it for what I am going to learn in the future. I want to work in an environment of professionalism, reliability, creativity and team work whilst working towards the common goals. Core Competencies: Excellent verbal and written communication skills, Strong facilitation skills, Strong interpersonal skills, Computer skills, Team and people management, Training and Development. EXPERIENCE: Year Designation Job Role Amazon 2019 Sr. Training Specialist (Communication and Process) – International Process (UK and NA) [L4] Mentored newly hired interim trainers, ensuring their conversion to a permanent role Onboarding and training SMEs to support New Hire batches SFA – Support For All Oversaw the performance of L3 trainers’ batches (3-4 batches at a time) during partial production. SFA’s role included: Conducted TNA/TNI with respect to the learning curve of each batch Daily side-by-side audits with the BQ of each batch Daily feedback provided to the BQ associates of each batch Closely monitored the performance of the BQ associates and motivated them to achieve their goals 2017-2018 Training Specialist (Communication and Process) – International Process (UK and NA) [L3] Trained New Hire CSAs and Managers for all mediums (phones, chats, and emails) Conducted New Hire Training on various aspects, such as: Process Soft Skills and Voice & Accent Skills and techniques for handling irate customers Managed teams of 20-25 associates from the DOJ, ensuring a smooth transition to full time production Drove team and individual performance to bring them on par with the on-floor associates Audited and provided daily feedback to the associates who received poor responses 1:1 interactions with the New Hires on a bi-weekly basis to clarify their doubts, provide them with feedback, and help with employee retention. Created training plans, IJP tests, and monthly process assessments for multiple OUs, mediums, and specialties. Conducted TTT for DSTs (Department Specific Trainers) – For all OUs Created a repository of excellent chat and email contacts, which were used for training New Hires Piloted the Universal Trainer Program, unifying the Process and Communication into a single job role. Went on the ATA as a Training Specialist for the launch of the UK Voice process in newly launched Delhi site in 2018 Responsible for representing the HYD UK Training Team at weekly connects with the sites across the network 2016 UK DART [L3] Handled manager-level escalations of the customers Assisted L2 associates with resolutions to provide to the customers, processed refunds above their limit, and took over escalations Provided process updates to the on-floor L2 associates through mailers and team huddles 2016 UK Subject Matter Expert (International Voice and Chat) [L2] Handled operations of a team of 5-10 associates Built and implemented mock situations for New Hires to help them learn the process easily Took daily team huddles and refresher trainings to clarify their doubts and provide them with updates Provided live side-by-side assistance to the associates as they went live on contacts to ensure smooth resolutions to the customer along with instant coaching Maintained a quality and productivity performance tracker to monitor performance of the batch. Auditing the negative contacts and providing the associates with immediate feedback 2015-2016 International Voice Representative [L2] Joined Amazon in September 2015 as an International Voice Representative Contributed towards various process and quality improvements (via Gemba) Was a part of the first launch team to detect and control abuses called Concession Abuse Prevention team. Was a Mentor to underperforming peers by providing side-by-side assistance and tracking and reporting their daily performance. Social Work 2010 – 2020: Social Work: Worked part-time as a Volunteer for Family Services, a NGO based in Hyderabad. Helped to conduct various events for the deaf and dumb, handicapped, the elderly, and the underprivileged – focusing on education, restoration, rehabilitation, emotional healing therapy, etc. Was also involved in promotional shows to create awareness of the plight of the underprivileged. Awards: Business Enabler Award, 2018 Best UK Trainer, awarded by Lidia Long (Head of UK Customer Service), 2018 Grammy Award (highest ranking award) for Q4 (2018) Customer Obsession Award, 2017 Customer Obsession Award, 2016 Education: High School: National Institute of Open Schooling, Hyderabad College: Graduated Sikkim Manipal University with a Bachelor of Arts in Journalism and Mass Communication in 2016. Currently: Pursuing TEFL/TESOL certification from Asian College of Teachers (2020) Personal Details: Nationality: French Languages known: English, basic French
Data Entry & Admin
Data Entry
Time Management
Transcription
30 $
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