HARIKRISHNANContact : +919791006109Email: harikrishnan.m@aol.com

PROFILE SUMMARY

Executive MBA with 11 years of experience in Training and Client Management Resourceful in ensuring high quality training Delivery, elevating customer satisfaction, while adhering

to the timelines and managing cost-effective Training Develops efficient workforce and motivated employees who can achieve maximum productivity for

fast growing organization Proficient in managing Call Center Training with focus on top-line & bottom-line performance and

skills in determining company’s mission as conveyed through policies & objectives

CORE COMPETENCIES as Training Manager

Initiator – Effective leadership abilities to organize training sessions Analyzing business potential, implementing plan of actions to achieve desired targets Prepare & Maintain all MIS reports pertaining to training Coordinate with all other functions to ensure a smooth transition on day to day activities Identifying training needs to execute the TNI organize and conduct leadership trainings for the improvement of employees and enhance their skills

and enable them to fulfill their potential within the organization Prepare and implement training budget & Training Calendar Responsible for the performance of Training team & share updates related to training internally & to

the Clients on a regular basis Actively participate and present all the internal and client reviews (WBR, MBR, QBR & YBR) Mapping client’s need, identifying improvement areas and implementing measures to maximize

customer satisfaction levels Leading, training & monitoring the performance of team members to ensure efficiency in sales

operations and meeting of individual & group targets

Organizational Experience

(Sep’16) – Training Manager _ (Manage 4 clients as Branch Training Head & Major Clients are – Airtel DTH, Airtel-Nodal, Dish TV, Reliance General Insurance, Reliance Mutual Funds & BSNL) - Aegis limited

Training Manager- Aegis Limited

Handled multiple processes (BFSI, Telecom & DTH – Inbound & Outbound) with a capacity of 800+ associates

Handled Team of 8 Trainers & an AM in Training

(Jul’13 to Sep’16) – Training Manager _ (Manage 6 clients as Branch Training Head & Major Clients are – Airtel, Vodafone, !dea, Reliance, MTS, Abhibus, Aviva Retention insurance – Capacity 1500+ 1 st

level employees) _Vertex Customer Management India Private limited

Training Manager - Vertex Customer Management

Handled multiple processes (BFSI, Telecom & Travel – Inbound & Outbound) with a capacity of 1200+ associate’s

Handled Team of 14 Trainers and 2 Assistant Managers in training

Accomplishments – As a Manager at Vertex Customer Management

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Successfully completed multiple process ramp ups (!dea, Airtel, Reliance IB, MTS, Abhibus) within

the stipulated duration simultaneously Have achieved all my KPI targets during my tenure as a Training Manager that has led to get Excellent

in all 3 PMS I had appeared during my tenure Implemented and executed multiple projects and “!Guide” project for !dea process has been

acknowledged as Yellow Belt Project and have been rewarded by !dea Clients on the same Have been internally certified as “MASTER TRAINER” for Conducting Leadership Training

(Oct’11 to Mar’13) –Manager Training _ South (Coimbatore, Mysore & Hyderabad) (Aircel Value Centre process) _SPANCO BPO Services Ltd

Training Manager – SPANCO BPO

Handled Team of 12 Trainers, 2 Sr Trainers & 1 AM, Manage training

Accomplishments – As a Deputy Manager at Spanco BPO

Have achieved all my KPI targets during my tenure as DM Training Have initiated with more engagement activities on Training to control attrition during Training period

and 0 to 30 days Have been promoted as Manager Training by achieving all the KRA metric Targets

(Dec’10 to Aug’11) Deputy Manager ABS CS _Sales_ Centum Learning Limited (Bharti associate)

JOB PROFILE (CENTUM Learning Limited): CSD- Customer Service Delivery & Sales

Trained Pilot Phase Support/Operational staffs of South Circle on MNP Retention Outbound Prepaid process at the partner location

Conducted FAC training program to the Vendor team on Product & Process Have been certified in 3G and have conducted sessions for ARC (Showroom) executives/Managers at

CHN/ROTN

JOB PROFILE (CENTUM Learning Limited): Sales & Collections

Have been certified to conduct Induction for Sales and Collection executives Conducted periodical Sales training to the sales executives across the Tamil Nadu Region to increase

their sales count there by increasing the revenue Have conducted Training on SALES & COLLECTIONS and have been to field along with the

executives to measure the efficacy Have Trained the Collection executives from various locations in and around Chennai/ROTN on

Collection/3G & Bill Clarification, and on basic soft-skills & how to handle various customers on field and convert a prospect to a customer

Have designed a Module for ARC NHIP and have conducted NHIP Training for ARC new Recruits (Executives/Supervisors/Collection Managers)

Accomplishments – As a Deputy Manager at Centum Learning

Have achieved Star of the Quarter (2nd Quarter’11) award for south zone Have been certified as Best Trainer in PS3 (Platform Skills) level certification

(2006 Nov to 2010 Dec)- Process Trainer Inbound Voice process/Non Voice/RHL

2006 Nov – 2010 Dec HGS & Allsec Technologies:

Hinduja Global Solutions Limited_Process Trainer (Voice/Non Voice Process- Inbound Airtel Postpaid) CHN/RoTN, KL/AP (4 Circles)

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Allsec Technologies_(Voice Process-TATA DOCOMO_TN_CHN Prepaid CC (Customer Care)/ RHL (Retailer Help Line)

JOB PROFILE as a Process Trainer (Allsec Technologies Limited & Hinduja Global Solutions)

Have been certified by TATA & Airtel as a process trainer during my tenure with HGS & Allsec Technologies

Conduct NHT for new Recruits & Refresher training for the bottom performers on TNI and to show a measured progress on their performance

Accomplishments – As a Process Trainer

Have been a SPOC for Training MIS to maintain Training Tracker, Prepare MBR & QBR Presentation, maintain Trainers Attendance data, Attrition analysis

Have been certified by Airtel clients as a Best trainer in PS1 Level TTT Program which is conducted for HGS by Airtel

Have been a part of recruiting executives

JOB PROFILE CRO (Customer Relationship Officer) _HGSL from Jan’06 to Oct’06

Handled calls from January’06 to October’06 for inbound customer service for Bharti Airtel Ltd, the leading private telecom operator in India

Academic and Other Certification Details

2013 – 2015 : Executive MBA in Corporate Training & Call center Management (ISBM)2013’ Jun : Have got trained to conduct internal ISO 9001:2008 (QMS) audit2011 – 2012 : DBM (Diploma in Business Management) ISBM2006’ Oct : Certified in Call Centre Training (ACDA)2002 – 2005 : BSc Mathematics Madras University2001 – 2002 : XII New Prince Matriculation Higher Secondary School

Professional Skills & Strengths

Working well under pressure Excellent communication, presentation, public speaking and persuasive skills Analytical thinking, Strategic planning

Personal Information

Father Name C MuthukaruppiahDate of Birth 22 June 1985Marital Status MarriedLanguages Known Tamil, English (Hindi- Can Understand)Address 9, Subramaniya Bharathi Street, Krishna nagar, Ullagaram,

Chennai- 600091

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