Praneeth Kannarapu

Highly skilled Voice & Accent Trainer and Communication Skills Coach with 15+ years of specialized experience transforming agent communication in high-volume BPO, IT service desk, and customer experience environments. Expert in American/Neutral English accent neutralization, phonetics, intonation, fluency development, and customer-centricity coaching — with a strong track record of measurably improving CSAT, quality scores, and agent confidence across global campaigns. Delivered impactful training for clients including EarthLink, Bell Canada, Verizon, and Qantas, consistently producing agents who communicate with clarity, empathy, and cultural sensitivity.

A passionate facilitator and coach who brings energy, structure, and methodology to every session — blending ILT, role plays, peer coaching, and digital tools (Articulate 360, Epiplex, LMS) to accelerate learning and sustain behavioral change on the production floor.

Trainer – Voice, Accent & Learning Development at Intouch CX (2022-10 – 2026-05)

• Delivered Voice & Accent Training and Communication Skills coaching for telecom and tech-enabled service desk agents, targeting neutral/American English, intonation, pace, and clarity.
• Designed and executed NHT communication modules covering phonetics, grammar in speech, listening comprehension, customer empathy, and cultural nuance for global campaigns.
• Conducted live call monitoring, side-by-side coaching, and call calibration sessions with agents and team leads — providing structured, feedback-driven improvement plans.
• Performed TNI-driven skills gap assessments across technical troubleshooting and customer handling interactions; designed targeted refresher interventions that improved quality audit scores by 18%.
• Developed standardized communication verbiage guides, phonetic reference cards, and response templates — improving consistency and reducing agent deviation scores.
• Produced Training Effectiveness Reports (TER) and agent communication scorecards for leadership and client governance reviews, demonstrating measurable learning impact.
• Collaborated with QA and Operations to embed a continuous communication improvement culture through floor coaching, peer review sessions, and feedback loops.

Training Lead – Communication & Process at Cognizant (2021-01 – 2021-07)

• Managed end-to-end communication and process training for multi-market BPO support programs, with focus on English language proficiency, articulation, and professional communication etiquette.
• Designed role-based communication learning paths for technical support, operations, and customer experience teams; ensured agents met client language benchmarks before go-live.
• Administered post-training communication assessments and readiness evaluations; maintained a 95%+ go-live clearance rate across batches.

Learning Specialist / Senior Lead Trainer – V&A & Communication at Tech Mahindra (2018-01 – 2021-01)

• Led Voice & Accent and Communication Excellence programs for global telecom/broadband campaigns (Verizon, MasterCard, Qantas) — coaching agents to deliver consistent, customer-friendly English across L1/L2 support interactions.
• Designed and facilitated phonetics workshops, accent reduction sessions, and grammar-in-speech clinics for new hire and tenured agent populations across a 4,000–5,000 employee base.
• Managed and mentored a 15-member training team, standardizing V&A coaching methodologies and embedding calibrated feedback practices across the training function.
• Conducted structured TNI cycles and performance audits; translated communication skill gaps into targeted training interventions that improved CSAT, FCR, and AHT metrics.
• Spearheaded digital learning transformation — converted V&A and behavioral content to e-modules using Articulate 360 and Epiplex, reaching 60%+ digital content adoption.
• Participated in Six Sigma Green Belt projects, applying data-driven analysis to identify communication-related drivers of repeat calls, escalations, and CSAT dips.

Learning Specialist – Voice, Accent & Communication Training at Sitel (2006-02 – 2018-01)

• Delivered 12 years of specialized Voice & Accent, Communication, and Behavioral Training across 10+ global BPO campaigns including EarthLink and Bell Canada — shaping the communication capability of thousands of agents.
• Designed and facilitated end-to-end communication training programs covering American/neutral English accent, intonation patterns, syllable stress, connected speech, and listening skills.
• Led Behavioral Training and Customer Handling workshops — coaching agents on empathy, objection handling, de-escalation, and professional communication etiquette.
• Delivered leadership communication workshops and client calibration sessions; acted as a trusted V&A subject matter expert for internal stakeholders and client visits.
• Drove performance improvement using Lean, Kaizen, and TQM frameworks — identifying communication-related RCA and designing targeted refresher interventions to reduce repeat contacts and escalations.
• Recognized as a go-to resource for accent coaching, floor support, and on-the-spot agent communication remediation during high-stakes client and quality reviews.

M.Sc. in Psychology – Dr. B.R. Ambedkar Open University, Hyderabad

B.A. in Psychology – Dr. B.R. Ambedkar Open University, Hyderabad