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

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