Arvind S.
Mid-Level E-Commerce BFSI Training and Development Manager
Open to offersNew to PlatformAbout
Arvind S. is a Learning and Development Assistant Manager with substantial experience in the E-Commerce and BFSI domains. At Teleperformance in Bangalore, Arvind leads comprehensive training initiatives, including program design, delivery, and performance evaluation for both new hires and current employees. He manages and mentors trainers, oversees training operations, and partners with Operations, Quality, and Compliance teams to identify skill gaps and implement targeted interventions. Arvind's expertise encompasses training management, content development, and process training, driving measurable improvements in business performance and compliance. His background also includes roles at Cogent and Ola, handling customer relations and backend support, with responsibilities in escalation management, onboarding, and process improvement.
Experience
Asst. Manager - Training & Development
Teleperformance · 2024 — PresentOversee comprehensive training and development initiatives, including the design and delivery of programs for both new hires and existing staff. Mentor trainers and manage training schedules while ensuring alignment with business objectives. Facilitate onboarding and induction sessions that cover various skill sets and assess learning efficacy through multiple evaluation methods. Collaborate with Operations, Quality, and Compliance teams to identify technical training needs and execute targeted learning interventions. Maintain compliance through the design and revision of training content, tracking training results, and preparing necessary reports.Process Trainer
Teleperformance · 2020 — 2023Directed the end-to-end process for training new hires and current employees, including their evaluation and performance tracking. Conducted both refresher training and individual coaching sessions to improve employee engagement and efficiency. Assessed trainers and training programs through direct observation in classroom settings. Ensured continuity in training operations by managing business-as-usual activities related to training transitions and knowledge-sharing.Customer Relations Officer (CRO)
Cogent · 2017 — 2020Managed the resolution of critical cases, including escalations from social media and high-level executives, ensuring prompt handling to protect brand integrity. Functioned as the primary point of contact for intricate customer complaints, coordinating cross-functionally to drive issue resolution. Analyzed feedback from social media to pinpoint persistent problems, thus contributing to enhancements in customer experience and operational processes.Customer Relationship Associate (CRA)
Ola · 2017 — 2017Oversaw driver-partner accounts, ensuring seamless onboarding and adherence to compliance standards while engaging with the Ola platform. Engaged in sales functions focusing on driver acquisition, retention strategies, and performance enhancements. Developed strong relationships with driver partners, addressing their inquiries and improving their overall experience with the service.Backend Team Support
HGS · 2015 — 2015Part of the escalation support team for a major E-commerce client, focusing on the timely resolution of customer and system-related issues. Coordinated with various teams to diagnose root problems and implement effective solutions. Played a role in refining backend processes, which led to reduced resolution times and better customer satisfaction.
Skills & Expertise
Education
- B.Com. (Accounts)ISMTS, Bangalore University · — — 2014
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