CURRICULAM VITAE

ASHWANI KUMAR GROVER

ADDRESS: House NO. 819, 1st Floor,
2nd A Cross, HRBR Layout,
Kalyan Nagar, Banaswadi,
Banglore,560033

8095501752
MAIL: ashwani.grover@live.com
DOB: Jan. 13th 1986

BACKGROUND SUMMARY
Voice & Accent Trainer with 7 years of experience in corporate. Multi-tasked
with good skills. Excellent team player with excellent communication and
organization skills.

PROFESSIONAL EXPERIENCE
Milestone E-Services Pvt. Ltd., 2005 2010
Voice & Accent Trainer (13th May. 05 20th August 10)

VOICE & ACCENT TRAINER (Job Responsibility)

Plan, implement and conduct training programs related to Voice and

Accent
Trainee performance evaluation, accurately identifying weaknesess

Demonstrate platform skills including professional demeanor, classroom

facilitation techniques, and encouragement of open dialogue

Monitor and oberve various training-related work functions

Determine post-training requirements

Support the production team during A-Bay and conduct calibration

sessions, reviews, and coaching for agents

Assist the recruitment department for Voice and Accent capability

KEY ACCOUNTABILITY
Delivery of soft skills and communication skills training for agents on
the floor

 Accredit calls taken by associates on a regular basis to identify and

rectify gaps.
Coach agents to perform better on calls/write emails through one on one
feedback sessions and call monitoring/correcting emails.
Identification of training needs through workshops run across projects
and across levels (TNI 2 calls / associate / week) or evaluate 4 mails
per person per week.
Tracking progress of the agent based on call monitoring
To give one on one feedback to the CSA's / TL's based on the research
done through call accreditation.
Preparing and circulating reports made, based on research done through
call accreditation/mail evaluation, along with steps taken to close the
gaps identified
To run voice and accent neutralization refresher training (on a monthly,
quarterly, half yearly basis, as the need may be) based on gaps identified
through TNI
To conduct soft skills training as and when the need arises
Co ordinate all logistics related to training delivery
Maintain records of training activities, monitor the effectiveness of
training programmes and follow up on pre and post training evaluations
Track and measure the effectiveness of training
Source new programmes to close gaps in voice and accent and Customer
services on a periodic basis
Prepare Trainees for Client Accreditations by conducting mock sessions
Conduct Pre Process assessments
Provide feedback to the agents

REPORTING

To report daily attendance of all training courses to the Training

Coordinator
To log results of all assessments conducted whilst training

To report performance data to Team Leaders and Project Managers when

monitoring calls

To provide a weekly report on all activities and send to the Training

coordinator

To provide a summary Report following each Training Group conducted

ACHIEVEMENT

T1, T2, T3, T4 CERTIFIED

IELTS (8 Bands Holder)

WORKED AS A FREELANCER TRAINER WITH VARIOUS INSTITUTES AND

TRAINING GROUPS.

Handled project as a Voice and Accent Trainer with HCL (MACYS and
Pilican Process.)
SWISS SCHOOL OF LANGUGE
INLINGUA
LMHRP ACADEMY
LANGMA INSTITUTE.

SPECIALIZATIONS
V & A (UK, US and Australia)
COUNSELING
IELTS, TOFEL, GMAT
TRAIN THE TRAINER PROGRAM

Delhi Call Center, 2003 2005

Executive (13th April. 2003 23rd April. 2005)
PRIMARY RESPONSIBILITIES

Answer phones and respond to customer requests.

Sell product and place customer orders in computer system.

Provide customers with product and service information.

Upsell products and services.

Transfer customer calls to appropriate staff.

Identify, research, and resolve customer issues using the computer

system.

Follow-up on customer inquires not immediately resolved.

Complete call logs and reports.

Research billing issues.

Research misapplied payments.

Recognize, document and alert the supervisor of trends in customer

calls.

Recommend process improvements.

Other duties as assigned.

ADDITIONAL RESPONSIBILITIES

Provide on-the-job training for new employees.

Generate customer thank you letters.

KNOWLEDGE AND SKILL REQUIREMENTS

Basic reading, writing, and arithmetic skills required. This is normally

acquired through a high school diploma or equivalent.
Computer literate with the ability to learn customer service software
applications. Duties require professional verbal and written
communication skills and the ability to type 30 wpm. This is normally
acquired through one to three years of office experience.

WORKING CONDITIONS

Working conditions are normal for an office environment.

EDUCATIONAL QUALIFICATION

EDUCATION

YEAR

COLLEGE/SCHOOL

UNIVERSITY/BOARD

MBA

PERSUING(AWAITING RESULT)

A.I.M.T

A.I.M.T.

BBA(Management) 2008

A.I.M.T

A.I.M.T

S.S.C(Commerce) 2003

K.V

C.B.S.E

H.S.C

C.R.P.F. PUBLIC SCHOOL

C.B.S.E

2000

Declaration
I hereby declare that the above information is true and best to my
knowledge.

Date:

Signature
(ASHWANI KUMAR

GROVER)