Rahul Sah

Experienced process trainer with expertise in customer service, insurance sales, and banking. Skilled in training teams across diverse domains to achieve excellence. Eager to contribute to individual, team, and organizational growth in a dynamic and innovative environment.

Process Trainer, Urban Company at iEnergizer Ltd. (2024-08 – Present)

Process Trainer at Urban Company under iEnergizer Ltd.

• Facilitation of New Hired Training batches along with the effective On Job Training
• Nesting performance management 0-30
• Managing and driving Process Knowledge Test for gauging the product knowledge
• Ensured timely dissemination of new SOPs, product updates, and policy changes to multiple LoBs
• Conducting soft skill and CSAT refresher sessions
• Supported cross-functional training for agents transitioning between LoBs
• Maintained training MIS, attendance, feedback logs, and post-training performance trackers

Process Trainer, SBI CARDS at ISON XPERIENCES (SBI Cards) (2024-02 – 2024-08)

Process Trainer at SBI Cards for 7 months

• Facilitation of New Hired Training batches along with the effective On Job Training
• Ensuring maximum passing rate of Debt Recovery Agent Exams conducted by IIBF
• Publishing Eye catching Teasers for the Top performers, on the basis of the KPI's

Process Trainer, TATA AIA at Silaris Informations Pvt. Ltd. (2022-11 – 2024-02)

Process Trainer at TATA AIA for 15 months

• Facilitated New Hired Training batches and executed effective client end mock call certification
• Focussed on Sales oriented upskilling sessions
• Managing and Driving sales targets for 0 - 30
• Conducting floor activities such as - Pop Quiz, RNR, Role play sessions
• Took initiatives that resulted in tremendous rise in Average ticket size of the annualized premium for each insurance plan

CSE and Process Trainer, Flipkart at I-energizer IT Services Pvt. Ltd. (2021-11 – 2022-11)

CSE and Process Trainer at Flipkart for 12 months

• Resolving queries and targetting for good CSAT Scores
• Maximizing the Resolution Rate throughout the month
• Ensuring less call disconnects and long holds
• Working on 4 major core values - Compassion, Composure, Communication and Customer Centricity
• Conducting Refreshers, Product Knowledge, Soft Skill Sessions, Call Listening and Call Calibration
• Managing and Driving CSAT score and RR% for 0 - 30

B.Com in Commerce – Shaheed Bhagat Singh Evening College, University of Delhi (2019 – 2022)

Intermediate – Sarvodaya Bal Vidyalaya, Delhi (2019)

High School – Hans Raj Smarak Sr. Sec. School, Delhi (2017)