Gourish Bakhshi

Design & deliver experiential learnings based on specific TNI’s to various LOB’s such as Technology, Product, Marketing, Contact Center, Finance Operations & Support. Increased Contact center conversion ratio from 14% to 19% with a net revenue increase in tune of ~$5 million. LEAN coaching’s and process efficiency improvement interventions. Implementing OKR across the organization; improved efficiency of online conversion by 400%. Leadership Development Programs for mid management. Built inhouse LMS for employee ease of use and increasing the reach of learning opportunities for 4000 India based employees. Managing L&D Budget and allocating training resources in line with Finance Standards. Led ISO 9001:28000 certification for the organization and in charge of yearly audits. Currently heading IJP revamp drive with focus on High Potential employees to fill vacant Designations inhouse using L&D certification; goal is to reduce CPH by 40% YoY.

Imparting product training to new hires on Canadian telecom products, like Home Phone, Internet & Television. Training agents on sales with an element of customer experience built in. To up skill tenured agents on product/ process changes as and when introduced. Assisting Operations and Quality team on product, process and skills required to improve efficiency and efficacy of existing model(s). Assisting client in updating training modules and workbooks. Advising and initiating new training methodologies aimed at improving existing structure. Analysing data and assisting HR & Operations team in improving retention rate. Compiling the Call Monitoring Standard and Call Calibration sheets, to be used in the process. Monitoring random calls on floor and make sure all critical client parameters are met. Continuously monitor and strive towards meeting the Role Tasks. Working in coordination with the Process Managers and the Sales Manager towards effective Revenue Generation based on Weekly Targets. Certified TELUS FFH facilitator. Participated and was certified during TELUS Facilitator week held in Sept – Oct’2014 in Toronto, ON.