Richard Robert

Years of Experience in Call Center Training Classes

12

Teaching Experience in detail in Call Center Training Classes

I started this training when I worked in Call Centre / BPO in 2002 and thereafter I started my career in Training & Development since 2003. In my training experience, I have trained all people between 18 - 45 years of age. I am specialized in Call Centre/BPO, Personality Development, Soft Skills & Culture Training. My Trained Personnel have become Quality Analysts, Team Leaders, Trainers, Assistant Manager / Manager - Operations & Training. I used classroom, OJT, Refreshers Training, Visual Aids like PowerPoint presentations, video, team building activities etc. I have the passion for training and would like to train them using the latest / upgraded training methods. Training Certification: • Attended CERTIFIED TRAINER & FACILITATOR workshop in Hyderabad for Trainers & Training Managers and received certification by Carlton Advanced Management Institute (CAMI), Canada. • Participated in INDIAN HUMAN RESOURCE CONVENTION organized by Tackyon IT Consulting – The Human Excellence Network for all HR Managers, Function Heads & Training Managers. • Attended Practical HR TRAINING ON CORE HR FUNCTIONS & STATUTORY COMPLIANCE Workshop in Mumbai for HR & Training Managers, Line Managers & Function Heads and received certification by Tackyon IT Consulting Pvt. Ltd. • Received International Certification of Training for the Trainer sponsored by the Foundation of International Board of Certified Trainers (IBCT), Rotterdam, The Netherlands.

Years of Experience in Personality Development Training Classes

12

Teaching Experience in detail in Personality Development Training Classes

• Assigned & Monitored Trainer’s Role & Responsibilities • Identified Skill Gaps and Designed & Implemented modules • Performed Training Need Analysis for Retail & Corporate Soft Skills Training • Prepared Quarterly & Yearly Training Calendar for various programs • Designed & Conducted Train the Trainer Program for Soft Skills Trainers • Designed & Developed Contents for Soft Skills & Voice and Accent • Designed & Developed Contents for Soft Skills & English Language • Designed & Developed Evaluation Parameters for Trainers & Trainees • Developed Trainee’s Feedback for the Scheduled Training / Trainers • Prepared Selection Criteria + Evaluation Sheet to Hire Trainers

Years of Experience in Spoken English classes

12

Teaching Experience in detail in Spoken English classes

• Conducted Interviews & Group Discussions • Conducted Training for Corporate & APSCHE Batches • Trained Candidates for Neutral & American Accent and Intonation • Conducted Drilling Exercises to practice Global Accent • Developed Modules for Tele-Sales and Personality Development • Trained Agents in Tele-Sales & Customer Service • Prepared Final Evaluation Reports to the Clients

Years of Experience in Soft Skills Training Classes

12

Teaching Experience in detail in Soft Skills Training Classes

? Developed & Designed Soft Skills Modules which are not in store. ? Performed Periodic Training Needs Analysis for various departments. ? Organized, Coordinated Hard Skills, Soft Skills & Process Training at 3 different locations. (Head Office, Daman, Himachal Pradesh) ? Prepared Training Calendar and ensure Training Delivery at 3 Locations. ? Plan of Action to meet Customer’s expectations and periodic visits to Customers / Clients to discuss the same with them. ? Created parameters / measurements to evaluate individual’s performance. ? Conducted Induction Training Program for new employees. ? Documented all Training Records including the training feedbacks, plans and other related documents. ? Consulted External Trainers for other training programs like Hard Skills, Process Training etc.