Vishaka Kumar
Ringwood
Summary
Results-driven Trainer and Team Leader with a strong background in the energy sector. Proven ability to design and implement comprehensive training programs that enhance employee skills and knowledge. Skilled in creating a positive learning environment and utilizing various instructional methodologies to ensure effective knowledge transfer. Experienced in leading cross-functional teams, setting performance goals, and driving operational excellence. Exceptional communication and problem-solving skills with a keen focus on safety and regulatory compliance. Ready to leverage expertise in training and leadership to drive success.
Overview
11
11
years of professional experience
Work History
Training Co-Ordinator
Compare And Connect
01.2022 - Current
- Working with 17 different energy and telecommunications providers; Handling and creating training programs (products, compliance) tailored to individual providers; Sending monthly progress report of each agent to all providers.
- Designed, developed, and delivered comprehensive training programs for 50+ employees across multiple departments, focusing on technical skills and regulatory compliance.
- Conducted thorough needs assessments to identify training gaps and collaborated with subject matter experts to create tailored training curricula.
- Utilized a variety of instructional methods, including classroom training, e-learning modules, and hands-on workshops, to ensure effective knowledge transfer and skill acquisition.
- Partner with internal stakeholders and clients to liaise with experts regarding instructional design
- Developed and implemented streamlined onboarding processes for new employees, ensuring a positive experience from offer acceptance to the first day of work.
- Conducted new employee orientations, providing essential information on company policies, benefits, and expectations.
- Collaborated with hiring managers and departmental stakeholders to coordinate onboarding activities, such as setting up equipment, access permissions, and training schedules.
- Conducted pre-employment screenings, including background checks and reference verifications, to ensure candidate suitability.
- Identified and solved internal problems related to employee turnover by revamping training approaches.
- Monitored and evaluated call center interactions to assess adherence to quality standards and customer service guidelines; helped in establishing evaluation criteria, scoring methodologies, and performance metrics.
- Conducted root cause analysis of quality issues and implemented corrective actions to prevent recurrence.
- Provided timely and constructive feedback to call center agents, highlighting areas of improvement and offering coaching and training opportunities.
- Taking care of various leadership programs for employees from launch till catering and ensuring the workshops are run smoothly with necessary equipment.
Team Leader
Compare And Connect
10.2020 - 01.2022
- Led a team of 15+ call center agents, ensuring they delivered exceptional customer service and achieved performance targets.
- Developed and implemented strategies to optimize call center operations, including workforce management, call routing, and performance tracking.
- Monitored and analyzed call center metrics, identifying areas for improvement and implementing solutions to enhance efficiency and customer satisfaction.
- Conducted regular team meetings to communicate goals, expectations, and updates, fostering a collaborative work environment.
- Implemented quality assurance measures, monitoring calls, and providing feedback to ensure adherence to company standards and compliance requirements.
- Acted as a point of escalation for complex customer inquiries or complaints, resolving issues promptly and ensuring customer satisfaction.
- Ensuring establishment of friendly and engaging team atmosphere.
- Update agents on industry developments, products, compliance and implement changes.
- Agent Payroll Management.
Customer Service Representative
Compare And Connect
09.2017 - 09.2020
- Upsold and cross-sold energy and telco products to customers, meeting or exceeding sales targets.
- Assisted customers with setting up new energy accounts and transferring services.
- Provided accurate and timely information on energy plans, rates, and promotions to assist customers in making informed decisions.
- Resolved customer complaints and issues in a professional and efficient manner, ensuring customer satisfaction.
- Maintained detailed and accurate records of customer interactions and transactions in the CRM system.
- Assisted with outbound customer service campaigns, conducting follow-up calls and surveys to gather feedback and promote customer loyalty.
- Stayed updated on industry trends, regulations, and company policies to provide accurate and up-to-date information to customers.
- Documented and detailed calls and complaints using call centre's CRM database.
Barista and Manager
Muffin Break
01.2013 - 08.2017
- Monitoring daily activities such as work schedules, approving payroll submissions, Monthly Inventories.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Efficient service.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Set and achieved goals for professional development and advancement.
- Developed and demonstrated skillful and creative latte art to engage customers.
Education
Certificate IV in Training And Assessment
Box Hill Tafe
01.2025
Bachelor of Commerce - Accounting
Swinburne University of Technology
Melbourne, VIC12.2015
High School Diploma -
Koonung Secondary College
Mont Albert, VIC12.2012
Skills
- Proficient in LMS, Articulate, Rise 360 and Microsoft Office including Word, Excel, Outlook and OneNote
- Vyond, Synthesia and Yaktrak Experience
- Knowledge about Genesys Dialler and CRM System
- Performance Management and KPI's
- Attention to Detail and Conflict Resolution
- Coaching/Mentoring of new hires and exiting agents,
- Call Centre Operations
- Detailed Analysis and Development of Products
- Project and Document management
Personal Attributes
- Ability to conceptualize and think creatively
- Sound Administrative, analytical and reporting abilities.
- Effective Time Management and Personal Organisation
- Application of logical approach to problem solving with an investigative and inquisitive mind
- Effective Negotiation and customer management.
Reference
Available on request
Timeline
Training Co-Ordinator
Compare And Connect
01.2022 - Current
Team Leader
Compare And Connect
10.2020 - 01.2022
Customer Service Representative
Compare And Connect
09.2017 - 09.2020
Barista and Manager
Muffin Break
01.2013 - 08.2017
Certificate IV in Training And Assessment
Box Hill Tafe
Bachelor of Commerce - Accounting
Swinburne University of Technology
High School Diploma -
Koonung Secondary College
Similar Profiles
Eajaz RahiEajaz Rahi
Product Coordinator at Compare and Connect Pty LtdProduct Coordinator at Compare and Connect Pty Ltd
Mangal BhasinMangal Bhasin
Campaign Manager at Residential Connections Pty Ltd/ Compare & ConnectCampaign Manager at Residential Connections Pty Ltd/ Compare & Connect
Siddhesh LadSiddhesh Lad
Salesforce Solutions Architect at Compare ClubSalesforce Solutions Architect at Compare Club