Feroz Samnani

Mumbai, MH 400703
916 700 2830 neville.daiz@gmail.com, DOB 7th Jan 1986

PROFESSIONAL SUMMARY
Dedicated Process Trainer highly effective at helping new hires fully understand
products to support operation objectives. Pursuing a permanent position with room for
advancement.

SKILLS
● Training program development ● Staff education and training
● Subject matter expertise ● Customer service expert
● Customer Service ● Multitasking abilities
● Auditing ● Relationship-Building
● Instructional strategies ● Operation/ OJT Manager

WORK HISTORY
ASSISTANT MANAGER - TRAINING | 01/2024 to Current
Teleperformance - Malad, Maharashtra
● Created unique materials and worked with the transition team to develop and set up
a new site in Delhi - Gurgaon.
● Performed opening and closing procedures to keep operations and nesting running
smoothly.
● Used coordination and planning skills with the clients directly to achieve results
according to schedule.
● Used critical thinking to break down problems, evaluate solutions and make decisions.
● Created spreadsheets and Google sheets for daily, weekly, monthly reporting and
worked on google dashboard.
● Worked on JIRA, Asana and Absorb tools.
● Delivered robust training courses via a variety of methods, including classroom and
e-learning programs.
● Developed new and improved training programs to fit underserved areas.
● Trained employees on proper procedures for handling calls and generating revenue
PROCESS TRAINER | 01/2022 to 01/2023
Teleperformance - Malad, Maharashtra
● Created unique materials and worked with client LMS tools to support training
programs.
● Performed opening and closing procedures to keep operations and nesting running
smoothly.
● Used coordination and planning skills to achieve results according to schedule.
● Used critical thinking to break down problems, evaluate solutions and make decisions.
● Created spreadsheets and Google sheets for daily, weekly and monthly reporting.
● Delivered robust training courses via a variety of methods, including classroom and
e-learning programs.
● Developed new and improved training programs to fit underserved areas.
● Trained employees on proper procedures for handling calls and generating revenue

PROCESS TRAINER | 07/2019 to 12/2021

Radius Global Solutions - Powai, Maharashtra
● Created unique materials to support training programs.
● Performed opening and closing procedures to keep operations running smoothly.
● Used coordination and planning skills to achieve results according to schedule.
● Used critical thinking to break down problems, evaluate solutions and make decisions.
● Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
● Delivered robust training courses via a variety of methods, including classroom and
e-learning programs.
● Developed new and improved training programs to fit underserved areas.
● Trained employees on proper procedures for handling calls and generating revenue

SENIOR ASSOCIATE | 10/2017 to 06/2019

Radius Global Solutions - Powai, Mumbai, Maharashtra
● Delivered exceptional customer service on all calls while maintaining calm and
professional demeanour in challenging circumstances.
● Achieved performance goals on a consistent basis.
● Set up drafts and processed immediate payments after conducting thorough
research and analysis of the account.
● Used skip tracing and other techniques to locate debtors.
● Used scripted conversation prompts to convey current account information and
obtain payments.
● Worked in a call centre environment handling manual and automatically dialled
outbound calls.
● Trained new team members on scripts, company services and performance strategies
and provided mentoring.
● Contacted clients with past due accounts to formulate payment plans and discuss
restructuring options.
● Prevented impending loss and increased profitability by enforcing scheduled
collection campaigns, consistently achieving targeted recovery rate.
● Identified, researched and resolved billing variances to maintain system accuracy
and currency.
● Handled high volume of in-bound calls pertaining to reconciliation of delinquent
accounts.
● Conducted research, gathered information from multiple sources and presented
results.

RECOVERY SPECIALIST | 10/2015 to 09/2017

Altisource - VASHI, Maharashtra
● Upheld strict safety standards and achieved challenging schedule targets with
smooth oversight of daily account inventory.
● Worked in a call centre environment handling manual and automatically dialled
outbound calls.
● Used skip tracing and other techniques to locate debtors.
● Maintained a high volume of calls to meet demands of a busy group.
● Trained new team members on scripts, company services and performance strategies
and provided mentoring.
● Used scripted conversation prompts to convey current account information and
obtain payments.
● Delivered exceptional customer service on all calls while maintaining calm and
professional demeanour in challenging circumstances.
● Set up drafts and processed immediate payments after conducting thorough
research and analysis of the account.
● Handled high volume of in-bound calls pertaining to reconciliation of delinquent
accounts.

CHAT SUPPORT REPRESENTATIVE | 11/2014 to 07/2015

Sutherland Global Services - Airoli, Maharashtra
● Asked open-ended questions to determine which products or services would be best
fit for customer's needs.
● Remedied issues quickly and within parameters of company-mandated policies and
procedures.
● Handled inbound customer chat conversations from various websites.
● Documented all customer information accurately in the computer system, providing
dated notes for future reference.
● Provided online demonstrations to educate customers on product features and online
help resources.
● Cultivated relationships with new customers and maintained good partnerships with
existing clients.
● Reached out to customers after completed sales to suggest additional service or
product purchases and inquire about needs or concerns.
● Promoted available products and services to customers during service, account
management and order calls.
● Promoted superior experience by addressing customer concerns, demonstrating
empathy and resolving problems swiftly.
● Collaborated with staff members to enhance customer service experience and
exceed team goals through effective client satisfaction rates.

TECHNICAL SUPPORT REPRESENTATIVE | 05/2013 to 11/2014

Lester info services Pvt. Ltd - Turbhe, Maharashtra
● Developed and tested new product offerings prior to release to assist the
development team in bug identification.
● Provided Tier 1 IT support to non-technical internal users through desk side support
services.
● Evaluated and responded to incoming sales leads and requests for technical support
assistance.
● Trained and supported end-users with software, hardware and network standards and
use processes.
● Managed customers' expectations of support and technology functionality in order to
provide positive user experience.

CUSTOMER SERVICE REPRESENTATIVE | 01/2007 to 10/2009

Convergys India Pvt. Ltd - Thane, Maharashtra
● Cultivated customer loyalty, promoted repeat customers and improved sales.
● Provided primary customer support to internal and external customers in a fast-paced
environment.
● Maintained customer satisfaction with forward-thinking strategies focused on
addressing customer needs and resolving concerns.
● Responded to customer requests for products, services and company information.
● Educated customers on promotions to enhance sales.
● Used company troubleshooting resolution tree to evaluate technical problems while
leveraging personal expertise to find appropriate solutions.
EDUCATION
St Marys Convent High School - Mumbra | Secondary School Certificate
03/2002

Kiddies Paradise School and College - Mumbra | Higher Secondary Certificate

Commerce, 02/2014
● Majored in Commerce

ADDITIONAL INFORMATION
Married for 8 years and lives in Vashi with my spouse Zoya, mother of one Mikhail, eager
to learn new skills.
I Love to play Online games such as DoTa2, Call of Duty and GoW in my free time.
Listening to Skrillex, Electronic Music, Old Hindi songs and instrumental tracks.
Loves to read about new technology, Game Consoles, PcMag and other tech news