Navin Barboza

Navin Marshall Barboza Gupta Nivas 3/9, Mohilli Village, Sakinaka Pipe Line, Andheri (E) Mumbai – 400072 Phone - Email –- Objective An able, enthusiastic, skilled, and reliable person seeking a position that reflects my experience, skills, and personal attributes including dedication, meeting goals, creativity, and the ability to follow through. Key skills 3.5 years’ experience in Customer Service. Experienced in training advisor as a Line Trainer. Efficient with MS Office. Efficient with people management skills. Experienced in international client interactions. Proactive and self motivated. Total Experience First source Pvt. Ltd (11th Sep 2014 till 28th Nov ‘16) Was working as an Advisor for a UK based chat and email process and then got promoted as a Business Trainer since Dec ’15 till date. Responsibilities as a Trainer & Advisor: ß ß ß ß ß ß ß ß Train new hire batches for Process and help them to understand it. Create decks to showcase performance and discuss action plans. Analyze floor performance and develop action plans with the team. Prepare Weekly / Monthly reviews and presentations on team performance, challenges, achievements and way forward Closely work with Springboard (OJT) to improve performance and track it with reviews and develop action plans if required. Calibrate and work closely with clients to update content and conduct refreshers when required. Brainstorming with plans such as development on Quality and NPS through effective coaching & feedback to show improvement on performance. Dealing with UK customers on Chat and Emails to discuss technical and account related queries and taking escalation chats as well. Navin Marshall Barboza Previous Experience Worked with Intelenet Global Service for a year from Jan ’12 to Jan ‘13 ß ß Handling UK based customer on calls for Barclays Banking. Engaging customers to use the app and do banking via the app. Gap of work Was working in Mangalore handing family business due to unfortunate death of my uncle from Jan ’13 till Sep ’14 but did not work out and so had to join BPO since the business had to shut down because of financial issues. Educational Qualification • Passed S.S.C in the year 2009 with 59.07% from Maharashtra Board. • Passed H.S.C in the year 2011 with 58.17% from Maharashtra Board. Highlights ß ß Helping in conducting refreshers or TTT’s for co-trainers. Actively Participating in Singing and Dancing for Rewards & Recognition. Mumbai Navin Marshall Barboza 2