About Ralph Almeida
Ralph Almeida works as Assistant Manager, Training at Altisource Business Solutions Pvt. Ltd and is based in Mumbai, India. Ralph studied Bachelor of Commerce (Accounts) at St Andrews College (1997-1998). On Youth4work, Ralph has taken skill tests in Aptitude (rank 132,489 of 3,606,048, top 4%). Ralph also lists talents in Training Skills, Coaching, Quality Assurance and Customer Service.
Talents
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Quality Assurance... among ... users in Mumbai…among … users worldwide -
Training Skills... among ... users in Mumbai…among … users worldwide -
Coaching... among ... users in Mumbai…among … users worldwide -
Customer Service... among ... users in Mumbai…among … users worldwide
Professional Path
Assistant Manager, Training
Altisource Business Solutions Pvt. Ltd
Full Time
Apr-2014 To
present
12 years 5 months
- • Periodic review & revamp of Training content
• Managing the Training & OJT responsibilities for NCI 3rd party collections, including AmEx credit card, GE Store card & Satellite TV.
• Conducting Refresher trainings for the Process as per TNA
• Scheduling monthly meetings with Operations & HR teams to discuss hiring plans, trainer allocation, focus plan etc.
• Creating Web based tutorials & E-learning programs using the Articulate Studio software
• Conducting customized Behavioral Training programs like Get the money by getting past the excuses, Collection techniques for tough calls & Winning negotiations for Team Member, Team Lead/AM levels
• Liaising with Dale Carnegie & other external vendors for yearly skill enhancement training workshops
• Auditing all training documentation, trackers & reports
• Creating & presenting the monthly Training dashboard to the Leadership team
Assistant Manager Training & Instructional Design
Jul-2006 To
Apr-2014
7 years 9 months
- • Periodic review & revamp of Training content
• Product Training new hires on 1st party and 3rd party Banking & Telecom collections, US Health Savings Account and Accounts Receivable.
• Partnering with the Operations team to create robust OJT plans to reduce the learning curve & managing other OJT responsibilities
• Conducting Refresher trainings for the Process as per TNA
• Initiating & conducting monthly meetings with the Operations team to identify pain areas & the scope of taking up small improvement projects
• Creating Web based tutorials & E-learning programs using Articulate Studio & Storyline software’s
• Conducting Behavioral Training programs like Team Building, Coaching the FIS way, Personality Development, Personal Success model, Professional Communication etc. for Team Member, Team Coach & Team Leader/AM levels
• Conducting Train the Trainer workshops & Trainer certifications
• Liaising with Dale Carnegie, Metamorph & other external vendors for skill enha - • Successfully completed 3 highly complex Process Migrations with the Training team for Primus UK Telecom Customer Service, Collections and FIS Accounts Receivable
• Successfully completed a Small Improvement Project on Meeting the 1st Time Training throughput in Feb'10 with an Overall improvement of 76% after comparing Peak batches in 2008/09 & 2009/10.
• Were part of the ‘Dale Carnegie’ Train the Trainer workshop & awarded a certificate for the same at FIS Global Business Solutions India Pvt. Ltd
• Awarded with a certificate twice for significant contribution towards COPC certification at FIS Global Business Solutions India Pvt. Ltd
Senior Process Training Officer
Intelenet Global Services Pvt. Ltd
Full Time
Mar-2003 To
Jun-2006
3 years 3 months
- • Product Training the new hires in the HSBC credit cards process
• Conducting Refresher trainings for the Process as per TNI
• COPC category 3 Data compilation for the Training team.
• Putting together the Hits, Misses & Focus plan for the Training team
• Also, worked briefly with the HSBC Operations desk & RTA team - • Was part of the HSBC Inbound Customer care team unconditionally certified to the COPC-2000 3.3 Base Standard at Intelenet Global Services Pvt. Ltd
Qualifications
St Andrews College
Bachelor of Commerce Accounts
1997-1998
-%
Extra-Curricular Interests
Organizing Team outings & offsites
Organizing Rewards & Recognition programs
My Story
15 years of qualitative & enriching experience ranging from Customer service, Credit card & Banking collections, Quality assurance, Content writing, Instructional Design, Product & Behavioral skills training to Process migrations.
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- Ralph Dsouza, Mumbai
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- Ralph Anthony Furtado, Goa
- Ralph Jim Renia, Quezon City
- Ralph Sales De Andrade, Bangalore
- Ralph Lauren, Mumbai
