Sachin Dsouza

Instructor Senior Analyst @埃森哲

Ottawa, ON, CA

Conduct well planned New Hire training to agents according to specifications dictated by the Client to ensure agents are accurately prepared to provide superior customer service. Motivate the participants to succeed and provide them with all the necessary tools and knowledge in order to be successful in every customer interaction. Work with the class during nesting to help them successfully meet operational targets and transition to becoming full-time production agents. Continuously work on improving facilitation skills and training methodology based on feedback and results from previous training classes. Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities. Regularly take production calls and provide floor support to keep abreast with customer issues and agent’s Areas for Opportunity. Submit a daily Training Report to communicate the participants’ attendance and to identify underperformers. Maintain a high level of proficiency with regards to the client’s services and policies. Demonstrate a high level of professionalism in the classroom and on the Operations floor To proactively maintain & enhance positive relationships with Accenture and Client groups regarding customer and business issues at the same time promoting positive interdepartmental relationships

Visvesvaraya Technological University

Bachelor of Engineering - BE, Mechanical Engineering

Otago Polytechnic

Post Graduate Diploma , Sales and Marketing