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Rajendra Kumar
Head Training Services, India @EBSCO Information Services
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WORK HISTORY
Head Training Services, India @EBSCO Information Services
New Delhi, IN
EBSCO Information Services, headquartered in Ipswich, Massachusetts, is a division of EBSCO Industries, Inc, one of the largest privately held companies in the U.S, based in Birmingham, Alabama. EBSCO provides research databases, e-journals, e-books, and discovery services to libraries, schools, and organizations worldwide, supporting millions of users with innovative research and learning solutionsRESPONSIBILITIES:Responsible for developing and implementing customer-focused strategies to enhance satisfaction, retention, and loyalty across the region. Oversees the regional training and customer success operations for all clients in India, supervising a team of 7 Training Managers and Sr. Training Managers. Ensures the seamless delivery of technical training (online and onsite) and support for customers, aligning with product goals and organizational priorities.Provides coaching, feedback, and development opportunities to ensure the training team excels in delivering exceptional customer experiences. Collaborates closely with the Sales Department and other stakeholders to align training and support initiatives with broader business objectives. Monitors customer satisfaction metrics and training performance, ensuring all goals, assignments, and contractual obligations are met or exceeded.Additionally, takes an active role in fostering a customer-centric culture by analyzing customer needs and behaviors, advocating for customers within the organization, and driving continuous improvement in service delivery. Leads cross-functional collaboration to enhance customer engagement, build long-term partnerships, and identify opportunities to maximize value for both the company and its clients.
EDUCATION
Cisco(Vendor Certification)
CCNA, Networking
ICDL (Vendor Certification)
ICDL, ECDL Foundation
Sikkim Manipal Institute of Technology - SMU
MCA, Computer Science
Chhatrapati Shahu Ji Maharaj University
BSc, Physics and Mathematics
Certification on IT Service Management(Vendor Certification)
ITIL® V3 (IT Infrastructure Library), IT Infrastructure Library
SUN Microsystems (Vendor Certification)
SCJP, Sun Certified Java Programmer
SKILLS
ABOUT RAJENDRA KUMAR
I have around 20+ years of experience in Training Management, Technical, Product Based & …
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