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Hi, Till I come up with some Idea for this site, View my resume :-)

 

 

Suresh Prakash Joshi

Mobile No: +91–982-856-2007; +91-141-653-7872

Email: suresh.joshi@joshis.co.in; sureshprakashjoshi@gmail.com;

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To continue my career advancement in relation to my professional experience. Utilizing my learning from 14 years of experience in training, technical support, customer service, education & banking industry with exposure to Training, Operations & Quality into minimizing day to day challenges and fixing long term issues.

Experience

 

June’ 05 – till present             GENPACT, Jaipur

 

Training Leader

 

§        I am Leading the training Operations for one of the Largest Banks in Australia

Ø       Handling more than 18 (Voice & Non-Voiced) Processes successfully

Ø       Did Knowledge Transfer for 12 processes successfully across different banking streams like Retail, Corporate, Agri, Business & Private Banking across different continents. Did KTs for various type of Technical, Voice and Non-Voice businesses

Ø       Successfully mapped all the 900+ people in the business to various learning paths through rigorous TNA & TNI

Ø       DIBF certified and merit holder from IIBF

Ø       Created Banking learning paths for associates and Managers (currently being followed across all banking businesses)

Ø       I am one of the few people associated with the E2E & SEPSM project

Ø       Started a learning group for the business which was replicated across different banking businesses as well as the customer end

Ø       Developed innovative training plans ensuring a 100% pass rate across businesses

Ø       Drove many learning initiatives that developed domain knowledge of associates on the floor

Ø       Designed different training plans basis classroom, buddy, De-coupled, etc. training strategies

Ø       Expert in utilizing Up-skill, De-skill, Cross-Skill strategies on both voice & non-voiced businesses

Ø       Active Involvement in Process transition from TG1 to TG4 (TGs ranges from 0 to 4)

 

§        ACHEIVEMENTS:

Ø       Best NPS among all functions

Ø       Winner of best support function award from head of the off-shoring in customer’s organization

Ø       Won Customer centricity awards for continuous 3yrs

Ø       Attrition: Been a people’s person has helped beat all targets for attrition. Won several awards on account of this such as “ Zero Attrition Champ” “ People champion”

Ø       5 Promotions in a spam of ~ 5 years

Ø       Trained people across Genpact sites

Ø       Dell certified (DIS, Site Implementation & Sustaining)trainer

Ø       Trained people from non-voice process and brought them up the learning curve to handle tech calls

Ø       Winner of many Genpact Prestigious awards

 

Aug’04 - June’ 05             IBM Daksh Business Process Services Pvt. Ltd., Gurgaon

 

Specialist Technical Support

 

§        Supported Hewlett Packard (HP) for their All-in-ones

Ø       Assess customers support needs and handle accordingly

Ø       Up-skilling and training new hires

Ø       Taking escalated calls that require special technical support and customer care

Ø       Waiving off charge for the service, which is under our scope

Ø       Identifying sales opportunities and selling HP products

Ø      Identifying service needs on the product and creating service orders

§           ACHEIVEMENTS

Ø       Maintained good quality scores & constant throughput

Ø      Highest number of customer satisfaction surveys in the batch

 

 

Aug 2003-Aug 2004           Supportscape India Pvt. Ltd., Jaipur

 

Group Leader

§        Supporting one of fortune 50 company(Sony) for their Notebooks (Laptops) & Desktops

Ø       Answer Escalated supervisory calls, Assess customers support needs and handle accordingly

Ø       Training the new agents on various process changes, effective call taking and handling call issues

Ø       Mentor and assist new hires

Ø       Escalate problems, if needed, through the devised channels

Ø       Give floor support, assisting other agents

Ø       Mentor the agents and motivating them to achieve good quality scores

Ø       Lead a Group of 6 to 7 agents as a Group Leader

Ø       Giving performance feedback to the group and other agents

Ø       Maintain SLA

Ø       Maintaining reports of the Group

 

§        ACHEIVEMENTS

Ø       Handling both training and operations

Ø      Constant good performer with best quality scores

 

 

 

July 1999-Aug 2003           Vidhya Sagar Senior Secondary School, Jaipur

 

Vice Principal

 

§        Managing School Staff

Ø       Dealing with students and their concerned Parents

Ø       Making growth plans and achieving them

Ø       Dealing with Government departments for recognition and other official purposes

Ø       Organizing cultural activities and advertising for school growth

Ø       Designing yearly planners and motivating school family to achieve that

 

§        ACHEIVEMENTS

Ø       Around 200% growth, Increase school strength from 150 to 600 in one year

Ø       Growth to Senior Secondary level from middle level,

Ø       Got affiliation from Rajasthan Board and CBSE Board (2 different Wings)

Ø       Grown from one wing to 5 different wings

Ø       In 4 years raised the school strength to 1500 students and a staff of 31 employees

 

 

July 1996-July 1999           Genius Software Pvt Ltd (HQ Mumbai), Jaipur

 

Business Development Officer

§        Job involved selling and marketing the hardware, networking and software services. This includes selling software developed/ marketed by the company

Ø       I had my own geographical sales area where I was responsible for generating new business, helping existing customers and identifying fly-tippers. My customers varied from large business houses, colleges, hotels and schools to small local shops

Ø       I was also involved in other parts of the business such as identifying the customer's business need, help the programmers to develop that in software as well as generating new functionalities and facilities in those software

Ø      I was also involved in business planning on the branch level, setting targets for team and achieving them

§        ACHEIVEMENTS

Ø       Maximum PC seller in the Jaipur branch

Ø      Actively involved in R&D section of the company

 

Free Lancing

 

§                     Handling AMCs (Annual Maintenance Contracts for Computers)

§                     System assembling and selling

§                     Hardware and software Troubleshooting

§                     Maintaining small networks

 

 

Summer Jobs

 

§                     ICICI

§                     IBA

§                     Skill Services

§                     Eureka Forbes

§                     Rajasthan School

 

Education

 

Graduation

          Level                      :  Bachelor Of Commerce

          University                : Rajasthan University

          Year of Passing        : 1999

 

School Education

          Board                     : Central Board of Secondary education

          Subject Opted                    : Commerce

          Class                      : XII

          Year of Passing        : 1996

 

Professional

§                     PGDCA from Barkatulla university of Bhopal

§                     Diploma in Banking and Finance from IIBF:

Ø       Merit holder from IIBF

Ø       One of the top 5 best performers out of 200 enrolled from Genpact

                                         

Linguistic Ability

§                     English

§                     Hindi

 

Computer Skills

§                     Language       :        Logo, Basic, Pascal, Dbase, FoxPro, HTML, and C

§                   OS Platforms   :        Windows XP, Windows 2000, NT Work Station, Windows ME, Windows SE, Windows 98, Windows 97(95ie) Ms Dos (till 622) working installing and trouble shooting

§                   Hardware        :        BBC Micros to Pentium IV platforms assembling and troubleshooting, Knowledge of setting networks in small setups

§                     Front end        :       Windows, Well versed with Internet

 

REWARD AND RECOGNITION

 

§                     Customer Centricity Award: Was awarded The Customer Centricity Award at the BFSI level

§                     Best Manager Award: Was awarded Best manager award for continuous successful Knowledge transfers

§                     Zero Attrition Champion: Was awarded for Zero Attrition for having no attrition in my process

§                     Special Recognition:

Ø       Winner of three lean Unnati awards

Ø       Won 2 Gold, 4 silver, 7 Bronze & 3 spot awards in span of ~ 5 years

Ø       Got many direct Customer’s feedback, still placed on the wall of fame

Ø       Won several Employee/ Manager/ Performer of the Month awards

Ø       People’s Champion award

Ø       Winner of Abhivyakti contest, where people choose their best & favorite leader

TRAINING

§                     Quality:  Green Belt Trained, Tested & LEAN certified

§                     Leadership:  Building Essential Leadership Skills, 7 Habits of highly Effective Leaders, Effective Coaching Skills, People’s Champion, Foundation of Leadership, Harvard Advanced Management training, Enhancing team fitness, Train The Trainer certified and few more

§                     Personal Development: Presentation Skills, , Interviewing Skills Training, and People Skills Training, Hiring the right people, Effective time management, Managing change, Interact, Facilitations Skills and few more

Interests

 

Work, Driving, Dramatics, Debates & Speeches, Cricket & Table Tennis, watching movies, Technical Trouble-shootings and if time lefts post this then Sleeping

 

PERSONAL dEtails

 

§         Date of Birth       : 11th Oct 1978

§         Father ‘s Name    : Mr. Chandra Prakash Joshi

§         Gender               : Male

§         Marital Status      : Married

§      Current Address   : “Tathastu”, 71/126-127, Pratap Nagar, Sanganer, Jaipur, Rajasthan-302030 (India)

§         Contact #            : +91-982-856-2007 ; +91-141-653-7872

§         E-mail : suresh.joshi@joshis.co.in; sureshprakashjoshi@gmail.com;

 

 

(Suresh Prakash Joshi)

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