Experience

Orange Business Services

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

• Customer Service Team Lead

  • Jun 2014 - Present

• SCC Team Lead & L&D coach

  • Jun 2014 - Present

   Conduct training need analysis to identify training requirements of individual employees Generate awareness on organizational culture & ethics across the company through inductions Define & implement strategies aimed at enhancing client satisfaction through qualitative service delivery Set up cross functional trainings to ensure smooth transition of processes Involved in designing of Learning & Development programs (content, activities, ice-breakers), evaluation of training effectiveness Coordinate with stakeholders with regards to planning & implementation of training deliverables Maintain updated knowledge on latest learning and development (L&D) practices Prepare IBSC score card for individuals. Process attendance & payroll data for HR Develop training tracker to evaluate progress of individual members with respect to training sessions Part of the recruitment team for the internal job hiring Groom & mentor potential leaders in taking up future leadership roles in the organization Handle customer escalations as level 2 point of contact which includes 47 countries in the APAC Region Leading a team of 15 members, including preparing the monthly roster, planning their leaves and handling their aspirations  Monthly calls with global stake holders with regards to ongoing business development/ KPIs/Project reviews Review yearly appraisals for the team and set SMART goals for individuals