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PROFILE Name: Keith Alister Fletcher Date of Birth: 09/09/1982

Mobile number: 97402-18803 Email ID: [email protected] OR: [email protected]

Fathers Name: Lionel Fletcher Education: 10th grade in St. Patrick’s Boys High School Bangalore Diploma in Air Conditioning 2001- 2003 Degree through correspondence (ARTS)

Objective: To pursue a successful career, seeking a challenging environment that encourages continuous learning and creativity, which exposes and stimulates ones personal and professional growth?

Work Experience: As a trainer Microland Private Limited: Bangalore From June 2009 – Till date (Voice Coach) Job Description: 1. Monitor calls and provide feedback. Conduct refresher training on accent, British culture and customer service. 2. Monitor emails and chats of associates and provide feedback 3. Conduct regular tests, to check quality and performance of associates 4. Conduct new hire training on communication and etiquettes 5. Prepare modules for training on chat etiquette 6. Prepare templates for the email team 7. Conducted new hire training as part of process. 8. Actively participate in recruitment. 9. Conduct job fares Achievements:

• • • •

Increased the quality on the floor Increase in customer satisfaction score from 30% to 100% on a constant basis Decreased the number of terminations from the process Trained the new hires on the work environment and on customer service and got 100% results from the client monitoring and C- SAT scores.

Skill Enhancers (Punjab) Freelancers from October 2008 to March 2009 Client: Baba Fared College of Foreign Studies Job description: Complete training for students. • • • • •

Students were coached on there language skills Students were coached on etiquettes All students were asked to participate in job fares conducted by Skill Enhancers and the college 80% of students were successful in being placed in various companies; such as 24/7 customer, Infosys, Dell, IBM, Wipro. Remaining 20% of students, who were not successful in getting campus placements, were groomed and up skilled in language, interview skill, presentation skills, conversational skill, etc…

Mind Speed (Freelancer) September 2008 Client: Infosys Job description: Complete pre process training. Client: British Telecom. Training duration was for 28 days each. Training included accent, British culture, telephone etiquette, business communication, email etiquette and customer service. • • • •

Actively involved in the recruitment process Separate shortlisted associates in to buckets, based on there communication skills. Preparing associates for the task ahead Trained the new hires in accordance with the client requirement.

Shradha HRD (Freelancer) April 2008 Client: Wipro Job description: Conducted class room trainings as a part of there induction program. It involved welcoming the new hires to the cooperate world, presentation skills and team building. Hawk Eye: Freelancer (Soft skills) Freelancer. From January 2008 to March 2008 Client: Canara Bank (Punjab) Job description: Had to train Canara Bank Employees (Managers) on customer service and teamwork. Main part of their training was to make them aware of the new Canara bank logo. Each workshop was for 2 days.

Shiksha Planet: Voice and Accent trainer. Client: Infosys (British Telecom) Job description: Complete pre process training. Client: British Telecom. Training duration was for 28 days each. Training included accent, British culture, telephone etiquette, business communication, email etiquette and customer service.

Achievements: • •

Had a complete 100% pass percentage on all the batches trained Helped the trainees get rid of their MTI..

Carrier Cruise: Voice and Accent Trainer Client: Hewlett Packard Job description: Monitor and provide feedback on chats. Conduct 2 day workshops on Business communication, which included customer service, telephone etiquette and email etiquette. Achievements: • • •

Helped the agents increase their quality scores. Helped them construct better email. Gave the trainees a better insight on what customer service is.

24/7 Customer Client: FedEx Job Description: Monitor calls and provide feedback. Conduct refresher training on accent, British culture and customer service. Conducted interviews for new hires and trainers! Achievements: • • • •

Increased the quality on the floor Increase in customer satisfaction score from 30% to 100% on a constant basis Decreased the number of terminations from the process Trained the new hires on the work environment and on customer service and got 100% results from the client monitoring and C- SAT scores

Experience in the BPO as a CSR M-Source: 13 months Took calls for capitol one (UK and US) Worked on Credit Cards CLi3L- e – Services Limited 1 year Worked as a TSR for British Telecom Worked as a CSR for United On Line

Total years of experience as a Trainer 3years and 1 month Total years in the BPO industry 5years All the information provided above is true to the best of my knowledge. References will be provided on request.