Gagan Sandhu

About Gagan Sandhu

A competent professional with 17 years of diverse experience in Customer Service, Quality Management, Training & Organizational Development.My aim is to continually undergo personal and professional development by enhancing learning, experiencing diversity and contribute to a growth driven professional environment.

Experience

1. Learning & Development at Innovation Technology by Design

   Innovation Technology By Design

   Oct 2019 — Present · Chandigarh, IN

   Design, Develop, Deliver and Manage Communication Training Programs as per organization\'s needs & accordingly groom Talent Pool. • Responsible for Content management and delivery of New Hire training on Communication, Voice & Accent, soft skills, Professional Skills, Customer handling Skills, American Culture, Telephone etiquette, email etiquette etc.• Designing Training Programs, development of training materials, Job-Aids, Audio and Visual Aids. • Establish, nurture and maintain collaborative partnership with operations and talent acquisition. Prepare corrective action plans for specific areas of concern to improve quality and efficiency. • Monitoring calls and sharing verbal and documented feedback, coaching and 1x1 during floor and NHT training• Preparation and implementation of action plans to improve performance.• To ensure regular development of curriculum as per the business requirements.• Develop and deliver individual training/group coaching and instructional programs, encompassing a wide range of areas i.e. soft skills, CHS in terms of skills and attitude. • Identify and evaluate applicability of new learning tools or programs in the industry and recommend appropriate solutions to the management• Measuring training effectiveness through Quality Audits and business output metrics.• Delivering Skills and Knowledge training in-line with the requirements, using & applying Adult learning principles & methodology to create an optimal learning environment.• Understand and implement key deliverables to align with critical business goals of reduced handle times, improved margins and customer experience• Fulfillment of training plan requirements to achieve desired learning outcomes.• Involved with content development and management of courseware to be used during new hire training, floor training and ensuring implementation of appropriate call handling techniques • Effective Bottom Quartile Management through focused training.

Education

• Punjab University

  Bachelor’s Degree

Skills

• Customer Relationship Management (Crm)
• Management
• Bpo
• Training Delivery
• Communication
• Contact Centers
• Training
• Call Centers
• Stakeholder Management
• Soft Skills
• Employee Engagement
• Coaching
• Team Management
• Crm
• Customer Service