Kidiyoor - Process Trainer - Bhayandar East, Mira Bhayandar, Maharashtra, India

Nompika Kidiyoor

Bhayandar East, Mira Bhayandar, Maharashtra, India


Process Trainer


Tecnical process trainer for 2 years, training involved laptop and desktop software troubleshooting for US,UK and EMEA clients.
Process trainer for Banking and Capital market for 1 year, training involved domain training regarding capital markets for US client.

Work History

Process Trainer/Assistant Unit manager


August 2010 - August 2013


Core Trainer for a project of 100+ resource

Incident Management

August 2010 - August 2013

• TNA.
• Training Content Development.
• Delivering Training & tracking performance.(Training effectiveness)
• Initiating weekly and monthly calls with Clients and support group to track changes in process, implementing and training the Incident team about the new process.
• Identifying Progress GAP and taking initiatives to improve overall process.
• Monitoring calls & Coaching. Data audits for focus group agents and agents who have been released from training within 30-60-90 days.
• A panellist on developing questionnaire to pre-empt attrition.
• Ensuring meeting client CSI (Customer Satisfaction Index) benchmark-90%.
• Each month sharing with operations factors, that could hamper CSI (Customer Satisfaction Index) & rolling out activities to control it.
• Special coaching & training for agents under Quality Improvement Plan.
• Effective objection handling & ensuring implementation of improvement plans.
• Conducting Crew Briefs.
• Training New Hires.
• Conducting refresher trainings for agents (focus group) who get a CSI below the client benchmark for the month.
• Analysing data to understand floor CSI performance trend.
• Conducting Calibration Calls with clients.
• Being a key panel member in User Acceptance Test for New hires & Up-Skilled agents.
• Preparing & conducting monthly reviews with Operations.
• Handling client escalations regarding monthly D-sats.
• Running performance improvement plans like 90 days & CSI (Customer satisfaction Index) Improvement Plans
• Creating standard e-mail templates for customer interaction.
• Being a part of the interview panel.
• Ensuring compliance in reports for ISO audits.
• Innovative motivational activities for the floor.

Customer Relations Advisor / Team Coach

3 Global services

December 2009 - August 2010

Role & Responsibilities:
• Diagnose and troubleshoot internet connectivity problem or problems related to accessing internet on mobile devices.
• Diagnose and troubleshoot Software and Hardware related problem on the mobile devices.
• Was part of the pilot batch for technical support for launch of Apple Iphone 4 for 3G customers.


October 2007 - December 2009

Role & Responsibilities:

Second Level Technical support


October 2007 - December 2009

employees based in East, Middle East and Asia under process COE- EMEA
• Diagnosing and troubleshooting Network connectivity, Application, Hardware & Printer issues.
• Troubleshooting RAS/VPN connectivity issues with the Cisco VPN Client and the Checkpoint SSL Network Extender across the Globe.
• Troubleshooting E-mail connectivity on Mobile Messaging Devices such as the RIM Blackberry, Palm Treo and Goodlink G100.
• Complete Support for Microsoft Outlook (MS Exchange based) over TCP & HTTPS and RPC OVER HTTPS.
• Provision of Support and troubleshooting for the Microsoft based O/Ss that include Windows XP.
• Functionality support and troubleshooting of Microsoft Office Family 2003/XP products.
• Handling Mainframe logon and connectivity issues using IBM Personal Communications.
• Processing requests on User and Service Account on the Corporate Active Directory.
• Diagnosing and troubleshooting Hardware - Laptops, Desktops & Printers.
• Troubleshooting virus issue on computer using McAfee anti-virus Application
• Trouble shooting Cisco Meeting Place Issue through Outlook
• Handling wireless connectivity Issue to EDS WLAN using Odyssey
• Creating IMACS for move, add, install and change request by clients.
• Monitoring / Managing the level 2 inbox and assigning the incident to Fellow Level 2 tech's in the team.
• Assigning the incident to the appropriate group dispatched by the Level1 tech to the Level 2 Inbox and assigning / managing their severity.

Assignment Type PCI Token Level 2 support Migration to Mumbai (Add-on Business)
Role Project Coordinator
• Set up access for existing Level 1 team to handle new business
• Training the team
• Setup schedules for Go-Live and After-care
• Review performance and ensure the team meets expectations

Assignment Type Setting up the Blue Coat PCI support at Mumbai (New business)
Role Project Coordinator
• Interacting with client and...

Qualifications & Certifications

Bachelor in Psychology

Swami Vivekananda College of distance education

Diploma in computer Engineering

B.V Polytechnic

computer engineering

Vartak Polytechnic

St. Francis high School

Skillpages has been acquired by! is pioneering the way people find local services. Skillpages is the world’s premier directory of service providers.

Find out more

Supported Countries
Choose your country