Contact: 6360721276 WhatsApp: 8095322648 Sr. Trainer (2 Years and 7 Months of Experience on Paper) Email ID: bagadekarthik4@gmail.com Objective: Highly experienced in Apple Tech Support, GDS, Aviation, Travel and Medical services process in BPO with overall 5 years plus of experience in customer service, as Senior Process Trainer, having track record of enhancing customer satisfaction and operational efficiency I have been in business for more than 5 Years, demonstrated success in driving highly successful Throughput, first pass for NHT, OJT, and delivering growth, revenue and profitability to organization. Work History: Sr. Trainer (2 Years and 7 Months of Experience) Company IGT Solutions Concentrix Services Concentrix Services Concentrix Services E-cosmos pvt ltd From To Process Role 01-Nov-24 Currently working Etihad Airways Sr.Trainer 27 Oct 2024 Apple Tech support Sr.Trainer 08-Jul-22 14-Sep-23 Apple Tech support Apple International Process- Sr.Trainer 06-Jul-21 07-Jul-22 05-Sep-19 26-Feb-21 iPhone, MacBook International - Medical services Account 15-Sep-23 Certifications: Six Sigma Techniques for Improvement Coaching and Developing Employees Establishing team goals and responsibilities and using feedback effectively T & Q Training Ensuring successful presentation delivery and How to manage difficult conversation. Leading by motivating Spark2.0 Certified Line Trainer Health care executive
both chat and call- Technical support ) Trained batches on below mentioned device functions and Scenarios: 1) Apple id: iPhone and iOS, iPad and iPad OS, Apple watch& Watch OS Scenarios: Device not powering on, Data lost, Device locked, unable to pair, iPhone Receiver issue, Display lines issue, Physical Damage, Speaker issue, e-sim issue, Erase device, Liquid Damage, Rise RTA 2 ) App store services -Third party app issue, unable to download app, app function issues. 3) MacBook and Mac OS : MacBook locked, Touch pad issue, Reinstall MacOS, Unable to update Apps, Camera issue, Physical Damage, Keyboard button and click issue 4) Air pods: Crackling issue, NC mode , Pairing and Find my device issue. 5) Air tag, Home Pod and Apple TV support 6) Apple accessories and Apple Vision pro support Key Responsibility Areas: • Training, Implement, and continuously improve training programs for new hires and existing team members • Performance Tracking & Improvement: Evaluating the effectiveness of training programs through feedback, assessments, and key performance indicators (KPIs). Use data-driven insights to refine and enhance training processes (PKT, Quality score, OJT, FPA, Throughput, Refresher Efficacy) • Customer Success Alignment: Collaborate with the Customer Success leadership team to understand evolving business needs, customer pain points, and call center metrics to tailor training efforts to improve customer satisfaction and retention. • New Hire Onboarding: Oversee the onboarding training process for new Customer Success team members, ensuring a seamless transition into their • Ongoing Development: Create continuous learning opportunities for tenured agents to enhance their performance, including refresher courses, skill workshops, and advanced customer service techniques. • Cross-Functional Collaboration: Work closely with other departments (e.g., Product, Sales, Marketing) to ensure alignment between training programs and company-wide objectives. • Coaching & Feedback: Provide coaching and feedback to customer success
interactions. • Maintain Industry Knowledge: Stay up to date with trends and best practices in customer service, call center operations, and training methodologies. Business as usual: • • • • • • • TNI & TNA KC Identify BQ and conduct refresher. Track efficacy. Train New batch Audit Calls and Share Feedback. Dip check • Floor support for aligned batch • Measuring program training effectiveness • Responsible for on-going observations of direct reports, providing guidance, mentoring and support that focus on performance improvement of the candidate. • Send reports to the Operations team on the progress/pending status of activities • Review content at regular intervals to ensure all updates are incorporated • Participate in Internal & External Calibrations • Conduct refresher trainings based on TNI • Manage Knowledge Check for New Hires & Production Staff • recommendations. • Conducting weekly assessments for • Team briefing on regular updates New Hires. Proficient in CRM systems and Microsoft Office Suite Creating Team belonging and positive work environment for advisor Process Insights to be shared with client and attending client calibration Client, Customer & People Management • Ensuring the internal/external targets are met and the team shows continuous improvement month on month. • Process Insights to be shared with client and attending client calibration • Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom and Virtual environment. • Conducting product and process update sessions for the floor advocates • Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet the business standards • • • •
product knowledge and continuously upgrade oneself regarding the product and process updates Core Skills: • • • • • • • • • • • • • • • • • • Global Distribution system Etihad & Emirates process Team Leadership Team Management Problem solving Attrition Key Performance Indicators Service-Level Agreements (SLA) ADDIE (Analyse, Design, Develop, Implement, Evaluate) Coaching Communication Training Timelines Call Audits Bottom Quartile support Cascade Update to Floor or Team Conflict Management Team work Quality Control Training methodologies: Instructor-Led Training (ILT) 1. Classroom Training: Traditional classroom-based training. 2. Workshop Training: Hands-on, interactive training sessions. 3. Seminar Training: Lecture-style training with expert speakers. Self-Paced Learning 1. E-Learning: Online training modules, often with interactive content. 2. Video-Based Training: Training videos, often with quizzes and assessments. 3. Microlearning: Bite-sized, self-paced learning modules. Experiential Learning 1. On-the-Job Training (OJT): Training while performing actual job tasks. 2. Job Shadowing: Observing experienced employees to learn new skills.
Education: Degree University College Bachelor of Engineering (ME) Visvesvaraya Technological University, Belagavi Dr Ambedkar Institute of Technology, Bangalore Year of passing Aggregate 2021 7.4CGPA
Hobbies: Cricket, Gym and Swimming Personal Details: Date of Birth : 20 February 1998 Gender : Male Nationality : Indian Permanent Address: Near Manyata Tech park Nagavara, Bengaluru560045 Declaration: I hereby declare that the above given particulars is best of my knowledge and beliefs. KARTHIK BAGADE 6360721276
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