Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Wadiah Darosham Zaidi

Mississauga,ON

Summary

Seasoned Technical Trainer with 7 years of experience managing technology training requirements and curriculum to meet skills-development initiatives. Detail-oriented when working with team to outline, process and provide resources to meet technical goals. Organized approach to streamlining and compiling complex documentation and instruction programs. Knowledgeable oversight and tracking of technology sector.

Overview

8
8
years of professional experience

Work History

Lead Technical Trainer

Sutherland Global Services
06.2021 - 08.2023
  • Developed and implemented comprehensive technical training courses for both internal and external personnel
  • Collaborated with other departments to create effective lesson plans that incorporated customer service techniques
  • Reviewing weekly goals with the training team to ensure client's expectations are met / exceeded
  • Running refreshers and recursive training for advisors on the production floor to improve their KPI
  • Selected and assigned instructors to conduct training
  • Coordinated recruitment and placement of training program participants.

Soft Skills Trainer

Knoah Solutions
05.2019 - 03.2021
  • Developed and conducted training programs for soft skills such as communication, collaboration, problem solving, decision making and leadership
  • Assessed employee strengths and weaknesses in areas of soft skills through one-on-one interviews
  • Coordinated recruitment and placement of training program participants
  • Monitored, evaluated and recorded training activities or program effectiveness
  • Conducted site visits and follow up to verify progression and development of personnel
  • Notified stakeholders regarding behavioral concerns, attendance tracking and additional pertinent information relating to achievement of effective training.

Senior Customer Support Associate

Accenture India
12.2017 - 01.2019
  • Provided technical support to customers via phone, email, and chat
  • Investigated and troubleshot customer issues to determine the best course of action
  • Identified opportunities to improve customer service processes
  • Collaborated with other departments to resolve complex issues quickly
  • Mentored new employees on procedures and policies to maximize team performance.

Customer Service Representative

Amazon India
05.2015 - 01.2017
  • Assisting New Hire Batches during training and pre-production, providing communication training for new hire batches
  • Handled 5-6 batches with over 25 associates per batch
  • Developed and implemented effective communication training programs for new employees
  • Drafted reports on the progress made by trainees after completion of each module.

Education

Master of Business Administration - Human Resources Management

Osmania University
Hyderabad, India
06.2017

Bachelor of Commerce - Advertising

ST. MARY'S COLLEGE
Hyderabad, India
05.2015

Skills

  • People Management
  • Time Management
  • Leadership Skills
  • Interpersonal Communication
  • Course Development
  • Program Management

Languages

English
Full Professional
Hindi
Full Professional
Urdu
Full Professional

Timeline

Lead Technical Trainer

Sutherland Global Services
06.2021 - 08.2023

Soft Skills Trainer

Knoah Solutions
05.2019 - 03.2021

Senior Customer Support Associate

Accenture India
12.2017 - 01.2019

Customer Service Representative

Amazon India
05.2015 - 01.2017

Master of Business Administration - Human Resources Management

Osmania University

Bachelor of Commerce - Advertising

ST. MARY'S COLLEGE

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Wadiah Darosham Zaidi