Gawrav Menon
Trainer | Learning and Development | Process & Quality Improvement
- Role
- Executive Coach at Cognizant
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Gawrav Menon
Versatile training professional with cross functional skills to strategize and implement…
Experience
Executive Coach
Jun 2021 — Present · Bengaluru, IN
New hire training, refresher training, call audits and bottom quartile performance management and enhancement. Monitor C-sat scores to analyze trends and create the individual training plans to implement corrective measures. Collate, create and manage database of individual scores and SLA matrices, create dashboards for senior management to track progress and implement action plans and meet client SLA. Conducted cross functions call calibrations to improve the overall quality of the interactions with the client. Implemented monthly assessments to ascertain knowledge gaps and process improvement plans.Amongst top 25 internal recruiters across all Cognizant projects (soft skills evaluation).Automated client communication for each interaction which was a major detractor based on C-sat comment analysis. This initiative directly improved the C-sat by 8% which was followed by further analysis and improvement there by meeting the client SLA for Service Desk.Identified workflow inefficiencies and designed and OJT program for seamless integration of New Hires into the work environment reducing the learning curve by 2 weeks.Actively conducted team building and employee engagement events to improve the morale of the team.
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