Rajat Pathania
Lead - Training & Quality
ON
Summary
Dynamic professional with over 6 years of experience in training, quality assurance, technical sales, and customer service. Adept at designing and delivering impactful training programs, streamlining processes, and driving continuous improvement. Proven expertise in coaching teams, optimizing performance metrics, and aligning training strategies with organizational goals. Seeking a sales trainer role to leverage the background in enhancing sales performance and fostering team development.
Overview
6
6
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Lead - Training & Quality
Concentrix
Gurgaon, IND
06.2018 - 12.2022
- Successfully led a team of 20+ associates in conducting comprehensive audits, identifying training gaps, and developing targeted training programs, reducing customer complaints by 15% and decreasing call resolution times by 20%.
- Designed and facilitated interactive training sessions, incorporating engaging methods to enhance participant learning, knowledge retention, and team performance.
- Regularly assessed training program effectiveness, applied participant feedback, and addressed deficient areas, ensuring continuous improvement in outcomes.
- Acted as a liaison between the Operations and Training departments, aligning strategies with client-specific needs and ensuring smooth communication across teams.
- Collaborated with cross-functional teams to streamline workflows, reducing redundancies by 30% and improving overall operational efficiency.
- Gained hands-on experience applying industry-specific concepts directly into training and quality operations, ensuring relevance and practicality.
- Presented audit findings and actionable strategies to senior management, driving significant enhancements in quality metrics and customer satisfaction.
Technical Sales Executive
Geeks Technical Solutions Pvt. Ltd.
Chandigarh, IND
12.2017 - 04.2018
- Conducted competitive assessments to identify client needs and developed targeted sales strategies, exceeding sales targets by 12%.
- Provided technical support for IT solutions, resolving complex customer issues efficiently.
- Trained new hires on product knowledge and sales techniques, fostering a collaborative learning environment.
- Organized regular training sessions for sales staff, ensuring up-to-date product knowledge across the team.
Customer Service Executive
Competent Synergetic Pvt. Ltd.
Chandigarh, IND
06.2017 - 11.2017
- Consistently achieved 95% customer satisfaction ratings by resolving inquiries efficiently and maintaining detailed documentation
- Built and maintained positive client relationships through proactive communication and follow-ups
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Education
Postgraduate Diploma - Logistics And Supply Chain Management
Canadore College of Applied Arts And Technology
Mississauga 09.2023 - 04.2024
Postgraduate Diploma - Project Management
Sault College of Applied Arts And Technology
Brampton, ON 01.2023 - 08.2023
Bachelor of Technology - Mechanical Engineering
Himachal Pradesh Technical University
Himachal Pradesh, IND 05.2001 -
Skills
Proficient in Learning Management Systems (LMS) and training tools
Salesforce and CRM familiarity
Data visualization and reporting tools (Excel, PowerPoint)
Google Suite and Google Ads product knowledge
Training Design & Delivery
Sales & Technical Product Knowledge
Quality Assurance & Performance Metrics
Stakeholder Engagement & Communication
Project Management & Coordination
Process Improvement & Compliance
Public Speaking & Presentation Skills
Data Analysis & Reporting
Accomplishments
- Spearheaded quality assurance initiatives that increased customer satisfaction ratings by 25%.
- Trained over 150 employees across various roles, enhancing organizational knowledge retention.
- Successfully managed a Waste Management System Development project, achieving a 95% client satisfaction rate and $10,000 in cost savings.
- Streamlined training content and delivery methods, reducing onboarding time by 20% and improving team readiness.
Certification
Lean Six Sigma Green Belt
Awards
(Concentrix): Awarded by the president and CEO for exceptional contributions to quality assurance and team
development.
Timeline
Postgraduate Diploma - Logistics And Supply Chain Management
Canadore College of Applied Arts And Technology
09.2023 - 04.2024
Postgraduate Diploma - Project Management
Sault College of Applied Arts And Technology
01.2023 - 08.2023
Lead - Training & Quality
Concentrix
06.2018 - 12.2022
Technical Sales Executive
Geeks Technical Solutions Pvt. Ltd.
12.2017 - 04.2018
Customer Service Executive
Competent Synergetic Pvt. Ltd.
06.2017 - 11.2017
Bachelor of Technology - Mechanical Engineering
Himachal Pradesh Technical University
05.2001 -