Experience

Anudip Foundation

• India
• Non-profit Organizations
• 700 & Above Employee

• Senior Faculty

  • Sep 2020 - Present

  I joined Anudip Foundation in Sep, 2020 to work in accordance with the CSR project requirements of companies like Capgemini, IMerit Technologies, Amazon India etc. I am responsible for delivering training to the beneficiaries, bringing about Total Personality Development and helping them develop industry aligned skills in order to become a part of the mainstream workforce. - Conduct in-class and online training with engaging lessons and activities - Meet students to discuss career objectives and provide appropriate guidance in their chosen fields - Apply innovative training methods to encourage learning and participation - Provide career aligned training and guidance to ensure the beneficiaries find appropriate employment opportunities at the end of the training period - Work closely with Academic Excellence team to plan appropriate and engaging lessons - Emceeing Student Convocation ceremonies for Capgemini, US Embassy, HSBC etc. Achievements: Accredited trainer for ANZ’s MoneyMinded program and conduct workshops for the focus groups. Part of APEX - Achieving Professional Excellence Program as a High Potential Employee. Master Trainer for Academy for Communicative English Show less



EnglishonPhone.com

• India
• Education Management
• 1 - 100 Employee

• Communication Trainer

  • Jul 2019 - Aug 2020



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Assistant Manager - Operations

  • Jul 2007 - Aug 2014

  I joined IBM Global Process Services (currently Concentrix India) as an Assistant Manager in July 2007. I was responsible for managing Back Office operations for International Voice & Non-voice Customer Service (Du Telecom Home Services, Bell Canada, Dell). I worked here till August 2014. Key Responsibilities: Provide leadership to Operations teams to achieve high level results in customer experience (CE) and client management. Interact with client and conduct regular performance reviews to ensure compliance to key deliverables and process indices. Conduct Service Quality (SQ) Audits and initiate projects to improve SQ and CE. Collaborate with all related departments to ensure smooth functioning of Operations. Focus on revenue targets and control revenue leakage by monitoring service quality and Net Promoter Score Prepare business reports and presentations to share the Operations outcomes. Areas of Expertise: Training and Development -Educated operations team on best practices, company policies and service excellence standards. -Conducted behavioral training for professional development of team members -Mentored team members and promoted continuous learning and enhancement of knowledge -Identified training needs of resources and conducted batch/ one-on-one training -Enhanced resource skills in using MS Office, basic IT applications and software. People Management -Focused on performance management by monitoring employee productivity and utilization -Skill enhancement of team members through behavioral & process training -Liaison with Recruitment teams in the interviewing process to ensure the fresh recruits met the operational requirements -As a Diversity Ambassador, organized activities to promote diversity and motivate female work force engagement Complaint Management -Single Point of Contact for handling client and customer complaints and escalations -Proactively identify areas of opportunity and implement measures to check impact on CE Show less



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Practitioner

  • Nov 2004 - Jul 2007

  Responsible for managing customer service and support of International Voice & Non-voice processes (Dell and Hewlett-Packard, Canada) Conducted on-job training for new recruits Performed analyses to gather data for operational and forecast team needs Responsible for performance management and mentoring resources Responsible for driving compliance and adherence to standard operating procedures Responsible for managing customer service and support of International Voice & Non-voice processes (Dell and Hewlett-Packard, Canada) Conducted on-job training for new recruits Performed analyses to gather data for operational and forecast team needs Responsible for performance management and mentoring resources Responsible for driving compliance and adherence to standard operating procedures