Krishna

Results-oriented Call Center Trainer with 2+ years of experience in boosting agent productivity through targeted training, mentoring, Coaching and quality improvement initiatives Performance Focused: "To leverage expertise and classroom facilitation to deliver high-impact training that improves first-call resolution (FCR) rates & Sales achievement objectives"

Process Trainer - Teleperformance - Gurgaon, Haryana

(2023-07)

• Delivered process, product, and soft skills training to over 50+ agents monthly, improving graduation rates to 95%.
• Reduced agent onboarding time by 15% by redesigning the new hire curriculum and integrating interactive simulation exercises.
• Conducted daily call monitoring and provided one-on-one coaching to new hires, improving average QA scores.
• Collaborated with operations and quality teams to identify training gaps and design refresher modules for veteran agents.
• Handled OJT employees and delivered the final handover with less then 15% attrition

Customer Support Executive - Teleperformance

(2023-07 - 2024-12)

• Conflict resolution and negotiation
• Multitasking and time management
• Customer relationship management
• Assisted customers via phone & chat, resolving 95% of queries on first contact.
• Managed customer feedback, reducing complaints by 20%
• Trained new hires on customer handling and CRM tools.

Higher Secondary - Durgapur Public School (2021)

Senior Secondary - Durgapur Public School (2023)

B.Com - Commerce - Delhi University (2026)