KOREEL BASU

Contact: +91-9167194570; Email: koreel_basu@hotmail.com; Date of Birth: 4th February 1984

TRAINING & DEVELOPMENT PROFESSIONAL

Sincere and detail-oriented professional offering an overall experience of over 9.5 years across
the areas of Process Training, Behavioral training, Soft Skills training, Voice & Email
Customer Service, Quality Auditing & Customer Service Training; currently spearheading as
Senior Trainer HR with WNS Global Services, Vikhroli (W), India.
Competent to work within large teams while managing, leading and training them to ensure a
customer-oriented service approach and effective target achievement. Proficient in designing
and implementing training & development policies and procedures within agreed cost /
timelines using strong organizational skills.
Demonstrated abilities to motivate & mentor the team, resolve queries, handle escalations
with solid contributions across the career path. Highly analytical & creative abilities with
excellent skills in development & talent building.
Capable of fetching productivity, improvement and organizational effectiveness that aligns with
the organizations strategy and objectives in todays global business environment through training.
Effective team leader, trainer and a motivator having ability to integrate team efforts to maximize
team productivity. Customer centric and quality focused attitude with strong traits in promoting
customer relations.

Core Competencies
Training & Development Profit Center Management Strategic Planning Customer Relationship
Management Team Management Recruitment Business Excellence Corporate Social Responsibility
Talent Development Performance Management System Sales & Marketing Transition Management
Key Accomplishments
Played a key role in creating an Inventory Procedure which got ISO certified for an Aluminium Extrusion
Company.
Significantly contributed and appreciated for creating a Customer service quality monitoring and
auditing form for ICICI Bank Customer Service Phone Banking, which is now being used across both
Customer service centres in India.
Recognized and motivated with an award for outstanding sales for a quarter from Kirby - Sep.

PROFESSIONAL EXPERIENCE
WNS
GLOBAL
Oct11-Till Date
Senior Trainer HR

SERVICES,

VIKHROLI

(W),

INDIA

Responsible for hiring and training new joinees in voice and accent for WNS clients such as Avon UK,
Amex Travelocity.
Developing and editing training modules and conducting Behavioral Training for Managerial level staff.
Designing and conducting customized training programs and ensuring that training & development
initiatives are aligned with the organizational goals and culture by utilizing contemporary pedagogy,
learning tools and methodology
Collecting and collating program feedback and carrying out value added analysis to enhancing program
effectiveness. Setting up a structured feedback mechanism to assess effectiveness of the training
programs. Analyzing the feedback inputs to improvise the system of training delivery.
Conceptualizing and implementing need based process modifications like developing material, modules
and processes of training after thorough analysis to enhance operational efficiency and optimize
resource utilization.

Assessing training needs in the command and arranged training sessions to keep skill-level of the men
up-to-date with global standards. Liaising with other functional/departmental managers so as to
understand all necessary aspects and needs of staff training and development.
Managing and supervising the Voice and Accent team for operation processes to help better identify
VnA concerns and provide the necessary training and coaching.
Identifying, selecting and managing external training and accreditation bodies, agencies and providers
necessary to deliver required training to appropriate standards. Monitoring, measuring and reporting
the staff training and development plans and achievements within agreed formats and timescales

ICICI
Mar10 Jul11
Officer

BANK,

THANE

TECHNOLOGY

LLC,

DUBAI

Responsible for sales, marketing and promotion of Printer Toner Cartridges to Corporate Clients.
Handled telemarketing tasks, making appointments and managing client accounts after sales.
Implemented companys marketing strategies promotional activities, inputs, schemes and campaigns.
Improved the secondary sale and primary sale and successfully accomplished the allocated sales
targets within the strict timeframe.
Conducted detailed market research and feasibility study to analyze the latest market trends, tracked
the competitors activities thereby providing valuable inputs to streamline the marketing and brand
visibility strategies.
Identified business opportunities and building marketing thrust to exploit available market potential.

AL
HAMAD
May07-Jul08
Material Controller

INDIA

Developed content for training different skills related to international processes such as Canada &
Australia. Prepared content to train phone banking officers to develop a neutral accent.
Provided quality training to staff in English Communication. Worked with the Quality Team to evaluate,
train and improve customer service of other officers of voice and e-service processes in Soft Skills and
Sales.
Created and implemented the new soft skill quality report formats (both voice and e-service) to gauge
the level of the officer and improve them accordingly. Prepared Evaluation Procedure for Soft Skills
quality report formats
Designed & conducted customized training programs based on process requirements, aligned training
& development initiatives with the organizational goals and providing training on various products as
well as voice & accent.
Performed Training Needs Analysis; analyzed training requirements while evaluating their errors.
Ensured highest standard of customer satisfaction and quality service; developed new policies and
procedures to improve based on customer feedback. Actively involved in enhancing the overall
productivity with regards to quality, resolving customer queries and complaint handling.

GERMAN
IMAGING
Sep08-Nov08
Senior Workspace Printing Consultant

(W),

INDUSTRIAL

CO.

(EXTRUSION

DIVISION),

SHARJAH

Responsible for handling the Stores & Warehousing Department of an Aluminum extrusion and
manufacturing plant.
Supervised and controlled material flow in and out of the plant while planning & maintaining stock
levels of high-value items. Partially taken care of procurement and logistics as well.
Prepared and implemented store and inventory procedures for ISO certification.
Coordinated with companies for scrap delivery and also budgeting of stock items and management of
warehousing.

KIRBY
HOME
Dec04-May07
Field Sales Manager

CLEANING

SYSTEMS,

SHARJAH

Responsible for selling Kirby vacuum cleaners via demonstration through direct marketing,
telemarketing and promotion activities. Managed the sales team and ensured completion of the
assigned targets within the specified territory.
Developed an analysis report and written suggested procedures of Management and Marketing
Strategies.
Established healthy business relations with clients & external associates for securing repeat business &
long term loyalty and work towards solving their queries and complaints efficiently.

DUNNES
STORES
IN
Oct03-May04
Night pack Sales floor Staff

CO.

DUBLIN,

REP.

OF

IRELAND

Entrusted with responsibilities like packing shelves and arranging various stock.
Assisted the Night Pack Manager in the Lockup procedures and ensured smooth functioning of
operations.

GO4LESS
Oct02-Jan03
Promoter

CLONDALKIN,

CLUB

TRAVEL

AGENCY,

IRELAND

Accountable for promotion and distribution of Go4less information to students in the College.
Responsible for distribution of flyers and also explained what Go4less has to offer in terms of flights to
students.

EDUCATIONAL CREDENTIALS
Honours Diploma in Banking & Financial Services (HDBFS), 2010 Institute of Finance, Banking &
Insurance
Certified International Supply Chain Professional (CISCP), 2008 Int. Purchasing & Supply Chain
Management Institute
National Certificate in Business Studies (Graduate Diploma), 2002 Dublin Business School,
Dublin, Ireland
O levels in GCE Board, 2000 IBN Seena English High School, Sharjah, U.A.E.
Trainings Attended
Report and Procedure writing on Soft Skills
Certified to handle UK inbound process for ICICI Bank
Trained in FOREX (Foreign exchange) trading from Royal Index LLC, Dubai
Extra Curricular Accolades
Distinguished member of the student union in College.
Played a key role as Field Hockey Team Captain and played Soccer and Cricket for College team.
Played cricket for North Kildare Cricket Club - Received Leinster Union Junior C Gold Medal in Cricket in
2000 and Minor Cup Silver Medal in Cricket in 2002.
References: Available on request