Peter John Corneille

(27th April 1993)

P 238 Sanjay Gandhi Memorial Nagar,
NIT Faridabad, Near Sector 48, Haryana, 121001
882-658-8833
Petercorneille23@gmail.com

Objective: Interested in a position as an Assistant Manager Training with a

leading Call center where I can put to practice my skills at training and
enhance my career.

Experience: Concentrix IBM Daksh Gurgaon

Assistant Manager Operations (Amazon)

Sep 2017 – Present
 Provide daily direction and communication to employees so that
customer service calls are answered in a timely, efficient and
knowledgeable manner.
 Provide continual evaluation of processes and procedures.
Responsible for suggesting methods to improve area operations,
efficiency and service to both internal and external customers.
 Provide statistical and performance feedback and coaching on a
regular basis to each team member.
 Write and administer performance reviews for skill improvement.
 Available for employees who experience work and/or personal
problems providing appropriate coaching, counseling, direction and
resolution.
 Ensure employees have appropriate training and other resources to
perform their jobs.
 Respond to and resolve employee relations issues expressed by
team members.
 Create and maintains a high-quality work environment so team
members are motivated to perform at their highest level.
 Address disciplinary and/or performance problems according to
company policy.
 Collaborated with Quality team members to identify trainings needs
for employees.
 Prepare warnings and communicates effectively with employees on
 warnings and makes effective/appropriate decisions relative to
corrective action as required.
 Assist the manager with daily operation of the call center to include
the development, analyses and implementation of staffing, training,
telemarketing, scheduling and reward/recognition programs.
 Work as a member/leader of special or ongoing projects that are
important to area/process improvement.
 Share continual responsibility for deciding how to manage the
employees, ensuring calls are handled efficiently and effectively.
 Establish work procedures and processes that support the
company and departmental standards, procedures and strategic
directives.
 Use appropriate judgment in upward communication regarding
department or employee concerns.
 Developing both leads and associates to grow for the next role.

Lead Voice and Accent Trainer / Universal Trainer (Amazon)

Oct 2015 - Sep 2017
 Trained new hire employees the skills and techniques of speaking
English clearly.
 Trained employees on how to speak to customer over the phone.
 Prepared communications and grammar module for employees.
 Conducted continuous education sessions for employees based on
feedback and training needs analysis.
 Recognized Training requirements and prepared resourceful
training programs based on client requirements.
 Conducted refresher workshops and training sessions for
employees who were slow to come up the learning curve.
 Assisted team in customer service training.
 carried out regular call monitoring sessions for agents to identify
gaps and incorporate them in the trainings.
 Took part in hiring process and hired suitable candidates.
 Collaborated with Quality team members to identify trainings needs
for employees.
 L&D sessions conducted.
 Process batches taken for Amazon.

American Express Gurgaon

Senior Customer Care Professional (Digital Assist-Tier III)

 Sep.2014 - Sep.2015
 Maintaining the Brand Image by handling online escalations
through emails and calls when Clients have grievances about
American Express and following up with them to check if the
escalations have been resolved.
 Lead a team of people with their performance and progress which
includes product refresher sessions, monitoring calls, giving
feedbacks and follow- up with the team member to ensure that they
are achieving the preset targets.
 Coach new hires to achieve set targets by the clients.

Teleperformance Jaipur

Customer Experience Coach

Nov.2013 – Nov.2014
 Conducted refresher workshops and training sessions for
employees who were slow to come up the learning curve.
 Assisted team in customer service training.
 Carried out regular call monitoring sessions for agents to identify
gaps and incorporate them in the trainings.
 Took part in hiring process and sorted suitable candidates.
 Collaborated with Quality team members to identify trainings needs
for employees.

Genpact Jaipur
Customer Service (Santander Cards)
Aug.2011 - Nov.2013

 Listen to customers’ questions and concerns, and provide answers

or responses
 Provide information about products and services
 Take orders, calculate charges, and process billing or payments
 Review or make changes to customer accounts
 Handle returns or complaints
 Record details of customer contacts and actions taken
 Review and select standard responses for answers or solutions
 Refer customers to supervisors or more experienced employees

Education: Graduation - St. Xavier’s College, B.A. English Honors – Literature

Senior High School - Ryan International School, Faridabad
(Commerce, CBSC Board
High school - St. Joseph Convent School, Faridabad (CBSC Board)
Strengths and accomplishments:
 Created & developed client tool for hiring.
 Lead a team of trainers.
 Lead a team of 25 associates in operations.
 Certified TTT Trainer
 Lean Certified
 Well versed with MS Office, Excel, PowerPoint,
 Ability to work under minimal supervision in a diverse environment
 Goal oriented and self-motivated

Certifications: Certified Language and Communications Trainer.

Certified Voice and Accent Trainer.
Certified Process trainer for Amazon (Universal Trainer)
ACE certified by Concentrix
Lean Certification
Yellow belt certification