Experience

• 

  Lenskart Academy

  • Delhi NCR

  • Manager of Training

    • Jan 2023 - Present
    • Delhi NCR

    ✧ Identifying & establishing systematic training plan for new joiners, developing the content & conducting training for in-house trainers, new hires.✧ Ensure systematic transfer of knowledge about the new products, service, Soft Skills, Behavior, Operational & Sales oriented training for upcoming managers.✧Collaborating with department/business heads & other relevant stakeholders to develop improvement plans, measuring success for developmental plans.✧Rolling out training calendars, dashboard & MIS for training related activities. Assisting team in content development, employee engagement & initiatives.✧Monitoring & evaluating training program effectiveness, success & ROI periodically. Managing training budget & execution.✧Pioneering growth of team & team members to grow up to the next level.

• 

  Freelance

  • Greater Delhi Area

  • Training And Development Consultant

    • Jun 2020 - Feb 2024
    • Greater Delhi Area

    Collaborating with NGO’s & individuals to develop the content based on the customisation by the client. Extending support in moulding careers of people from different classes & provide coaching on Public Speaking, Interviewing skills & boosting morale for overall personality development.

• 

  CityMall

  • Learning Manager

    • May 2022 - Oct 2022

    Key responsibilities included development of individuals & leaders associated with CityMall.Developing training content & videos for ease of learning.

• 

  Kaizen Training Solutions Pvt. Ltd.

  • India

  • Master Trainer - Airtel

    • Oct 2021 - Apr 2022
    • India

• 

  Swiggy

  • New Delhi Area, India

  • City Lead Tainer

    • Apr 2019 - May 2020
    • New Delhi Area, India

    ✧ Mentoring & monitoring the Kitchen staff & Coaches on the training being embarked to ground staff, ensuring accurate knowledge transfer & handholding of new hire staff.✧Ensuring necessary training is being provided to the staff across kitchens, keeping track via regular visit, on job training, certification conducted by mentors, managers & trainers.✧Stellar in improving qualitative aspect of service provided to customers by analyzing the customer complaints, assisting in RCA & implementing the changes required.

• 

  Flipkart

  • New Delhi Area, India

  • Senior Learning Associate

    • Jan 2016 - Apr 2019
    • New Delhi Area, India

    ✧Managing & Embarking process training via team coaches & CEC's for Flipkart FC & MHTC, North region.✧Enhancing employee capability by developing customized content & conducting workshops on behavior, email etiquettes & internal process updates✧Conducting training for Subject Matter Experts & SPOCs across locations & ensuring correct dissemination of information to the ground staff.✧Conducting TTT, Implementation & Deployment of process implementation for internal team, CEC’s & top management. Establishing a continuous quality improvement plan to enhance the performance of ground staff & CEC’s.✧Mentoring & monitoring the CEC’s & Coaches on the training being embarked to ground staff, ensuring accurate knowledge transfer & handholding of new hire staff.✧Designing & implementing psychometric test for internal on roll employees focusing on understanding their knowledge base to formulate a customized learning path for all participants. ✧Ensure to hire quality manpower by streamlining the hiring & induction process. Establishing a stringent training & interview process.

• 

  Freelance Trainer

  • New Delhi Area, India

  • Freelance Trainer

    • Jul 2015 - Jan 2016
    • New Delhi Area, India

    Conducting behavioral, sales & communication training for organizations. ensuring the right information goes across to the participants & the same is implemented in their work. Notable projects included Nokia, Microsoft, & Airtel

• 

  Vodafone

  • Delhi NCR

  • Process Trainer

    • Jul 2013 - Jun 2015
    • Delhi NCR

    Key Deliverables:• Efficiently handled the Service Partner Training (Serco, Tech Mahindra, Teleperformance) to get the good results in term of certification%, yield and less attrition on the floor.• Played a key role in streamlining and creating the content for NHT (Data & Televerification).• Instrumental in taking TTT for all Trainers and TL’s on new products and information.• Pivotal in identifying gaps and tracking monthly quality, productivity and C-SAT for 0-30 day’s Agents on floor.• Stellar in improving qualitative aspect of service provided to customers by the executives on calls and stores.• Essayed a significant role in modifying existing and devising new process flows for better customer service management with the team and across different process within the Call Centre and the Vodafone Stores.• Instrumental in:• Creating virtual learning for the frontlines and modules for various trainings and refreshers.• Generating relevant reports for the batches & tracking the performance of new Agents for initial 2 months. • Successfully managed the Content, Process and Learning Management system.• Dexterously conducted:• Refreshers for retail and customer service.• Analysis on the major area of concern and shared feedback with the Agents on regular basis. • Coordinated efforts to achieve the Certification %, Throughput and Learning Curve.• Conducting Corporate Workshop for Internal employees & External Agencies. Extended te same workshop to companies like GAIL, IOCL, Religair etc.

• 

  Hero BPO

  • Gurgaon, India

  • Process Trainer

    • Jul 2012 - May 2013
    • Gurgaon, India

    Key Deliverables:• Training new hired agents.• Conducting the Training for Five different Line of Business within Indiamart.• Understanding the process requirements & formulating a module to cater the same.• Conducting Product Knowledge Tests & refresher trainings for agents.• Analysis of calls based on the quality parameters & catering to individual training requirements.• Driving communication training for other processes in Hero BPO.• Conducting ISO 27001 Awareness sessions for new & existing employees of Hero BPO.

• 

  Convergys

  • gurgaon

  • Trainer

    • Jun 2009 - May 2012
    • gurgaon

    Key Deliverables:• Started my career as an agent with Orange process for Help desk. The major job profile was to handle calls from Contract customers with Orange & helping the customer regarding their billing queries, activation of service packages & change of tariff plans.• Moved to the pilot team for Orange Product Services which included troubleshooting of mobile phones for both Contract & Pay as you go (Prepaid) customers.• Managed the team in the absence of Team Leader for over 4 months. • Conducted hand-holding of new hires during their OJT phase.• Underwent the Training as a Trainer under the CIS University program which included coaching & feedback to be shared.• Managing training for new joiners & existing employees on products & processes.• Developing training content for skill, mandatory & process trainings.• Conducting skill & mandatory programs for the all employees.• Extensive analysis of quality parameters and focus on identifying individual training requirements.• Conducting quality checks for assessing individual’s knowledge.• Working closely with Operations teams for creation & documentation of new and implemented processes.• Preparing, generating & analyzing all reports related to trainings.• Analyzing & providing feedback to the trainees about their performance, coaching them on parameters & making sure they achieve the targets as per the business requirements.• Working closely with trainees to groom their skills.• Keeping in sync with the trainees to make sure of least amount of attrition for the process.

• 

  Citibank India

  • Gurgaon, India

  • CPO

    • Apr 2008 - Jun 2009
    • Gurgaon, India

    Key Deliverables:• Handling Citibank Credit Card holders in North & East India & offering them the Loan on Phone.• Convincing the customers to go for the desired amount with the right interest percentage & the tenure of Loan.• Contacting customers who lapse on the payment for credit cards & loans offering them a regular payment plan to close the outstanding at the earliest tenure & ensuring no major loss shall come to the organization.• Providing assistance to inbound callers for their queries regarding their bank accounts & credit cards.