Amit Khaire

AMIT KHAIRE Mobile:-, Email:--SKILL SET: Communication Coaching, Training and development Team management. Mentoring, skill development for team Virtual management Organize team bonding and team building activities Client communication Support recruitment – technical and non-technical Wildlife rescue, adventure sports and camping Digital marketing. Web Evaluator Performance Management WORK HISTORY: FREELANCE: Jan 2016 to May 2016 || Jan 2017 till date Content writing, Proof reading, Editing Social media / web evaluator Advertising and marketing Wildlife consultant KNOXED INFOTECH PVT LTD: 23rd May 2016 to 6th Sept 2016 Global Performance Manager – Pune, UK, Germany & China Devise and implement policies and strategies for the development of departmental performance matters Manage, influence and motivate staff associated with performance issues  Develop strategies for the development, implementation and monitoring of company service delivery performance standards  Devise, implement and manage monitoring systems for departmental key performance indicators and standards  Coordinate and facilitate the communication across all sites  Represent the Management and attend meetings at all levels Prepare and submit reports to the CEO  Provide training and guidance to departmental staff, senior managers, members on performance and service improvement  Develop and coordinate departmental consultation activity and liaise with managers to ensure the outcomes of consultation are used to inform delivery improvement  Advise Management and Senior Managers on issues regarding and arising from performance improvement  Coordinate regional performance indicator information, providing regular updates to Management and coordinate regional meetings To work with information technology and associated systems and, where appropriate, existing technology agreements and consultative procedures will be applied in accordance with laws of the countries across the globe Achievements: Implemented time and motion study along with staff planning Devised trackers and reports for performance mapping Documented and implemented standard operating procedures, policies Documented and implemented employee rewards and recognition program Supported hiring staff in Pune, UK and Germany CONVERGYS: 21st Oct 2010 to 6th Oct 2015 Supervisor, Communication Coaching - India Day-to-day functional supervision of the communication coaching team. Support all programs for three sites Monitor and coach the communication coaches in sampling and evaluating language quality Ensure adherence by communication coaches to departmental productivity requirements Participate in calibration sessions with Quality / Training / Operations and clients and suggest continuing education for agents with opportunities for language improvement Prepare monthly reports showing trends in communication skills of agents and track progress in relation to Operations Metrics Collaborate with Operations to understand changing needs and design coaching content accordingly. Ensure client targets are met Communicate with the clients to check for any content changes and implement those on the production floor Coordinate with Training, align support to train new hire batches and provide feedback based on agent performance in production Collaborate with the recruitment team for hiring Provide data and analysis for training content development Plan and coordinate reinforcement and action plan sessions for all programs Conduct skill development sessions for coaches and trainers Achievements: Worked on integration and standardizing the coaching process in India, Philippines, Columbia and Stream (India) Completed and implemented the Convergys leaders as coaches program Virtually managed multiple sites Piloted the Global English program for Convergys India Designed, organized and conducted skill development sessions for the team Managed healthcare, telecom, back office and technical verticals across three sites Recognized as the best team across India Multiple awards for performance CONVERGYS: 22nd OCT ‘07 TO 20th OCT 2010 Communication Coach Evaluate calls for language and communication skills [Team Size – 55 to 150 Agents / Support Professionals]. Regular feedback and mentoring / training for agents Formulating & maintaining trackers for the team Data Analysis for Quality and Agent improvement tracking Designing and implementing Action Plans Floor Support SPOC for the Communication Coaches Team Reinforcement sessions for the agents. (New hires and production) Achievements: Star Performer of the year Award for 2008 Successfully Completed the TTT certification Successfully completed the Six Sigma Yellow belt training Promoted as a Supervisor for the communication coaching team MPHASIS – AN EDS COMPANY: 2nd May 2007 to 20th Oct 2007 Sr Associate (Finance domain) Solutioneyes shut down and most of the employees were transferred to Mphasis. Since they were not hiring TL’s at that time, I had to join as a Sr. Associate. UK insurance process that involved inbound customer service calls regarding home & motor insurance policies Maintain quality accuracy & meet C-SAT targets Achievements: Designed & maintained sales trackers for the team Floor support for new agents and for the Quality department as required Managing the team in the absence of our Unit Manager SOLUTIONEYES ITES: 29th March 2006 to 30th April 2007 Quality Evaluator. Promoted to Acting Quality Team Lead Worked as an Acting quality team lead for US outbound sales processes that involved monitoring & evaluating the sales calls as per client standards Internal quality audits with regular feedback Supervise agent transition & training, Operations and Quality. Client communication for reports & process updates. Appraisal reviews for the quality team Mentored agents and quality analysts Research & feedback for process improvement Formulate and maintain all quality trackers Identifying training needs. Mapping improvement trends, data analysis Process training and parts of V & A, reinforcement training Ramp plans, support alignment Support the recruitment and operations team in new agent hiring Achievements: Best New Employee Award Best Employee award for excellence in team building, achieving targets, training and initiatives SYNECHRON TECHNOLOGIES: 8th August 2005 TO 25th Feb 2006 Associate. Worked as Process Supervisor based on client recommendation US based mortgage banking process. Pilot process involving all aspects of a mortgage Maintain 100% accuracy Knowledge support to other members of the team Internal quality audits with regular feedback Achievements: Prepared the Standard Operating Procedures for the process Increased work efficiency by monitoring and mentoring agents Identified training needs & coordinated with the client to bridge knowledge gaps EXL SERVICE: 26th April 2004 to 1st August 2005 Associate US based banking process that involved processing of new applications for mortgage loans Maintain 100% accuracy Knowledge support to other members of the team. Mentor new agents System setup for trainees Achievements: Research & implementation of new online tools for process improvement Was responsible for schedule adherence & allocation of work. Actively organized team outings & events. Active member of the Fun @ work committee. Member of the Cultural committee. Actively involved in sports activities. Certificate of Excellence & Trophy for consistent performance & personal effectiveness. Winners certificate for EXL Cricket tournament WILDFRONTIERS NGO: Jan 2001 to April 2004 Founder / Director / Wildlife instructor Planning, coordinating & managing camps /outings (open and corporate) Educate people on the importance of conservation Organized Anti-Plastic drives at heritage sites in Pune Expertise in reptiles & mammals. Member of the rescue team which works towards rescue & rehabilitation of wild animals EDUCATION: Bachelor of Commerce. [2002, University of Pune] Advanced Diploma in Information Technology from Sunbeam InfoTech [CDAC – ACTS] .MS Office applications and online tools Advanced digital marketing training program certification from DSIM [MAY 2016] HOBBIES: Trekking, rock climbing, swimming Wild animal rescue & rehabilitation