L&D Assistant Manager

• Nov 2021 - Present

• Regularly benchmarks the L&D function with Corporate Learning & Development KPI • Ensure the efficient running of the Training department, ensuring that all the policies and procedures outlined are strictly adhered to. • Attend and contribute to all training sessions, meetings, and activities as required. • Develop and deliver training programs as and when required and assist all Area coaches and OM in training requirements for their departments. • Establish goals, training, and development of the Training Manager and Training team in an assistant the carrying out their daily assignment. • Update L&D strategic plan annually Show less

Customer Service Central Trainer (Contract)

• Sep 2020 - Oct 2021

* Improving the training effectiveness by developing new approaches and techniques * Creating Training Modules, Content, and Standard Operating Procedures for the project * Participating in all the UAT’s/new process launches and executing the dissemination across the organization * Delivering new product launches or process changes to the in-house team and partners/vendors. * Assisting customer service advisors by creating FAQs to handle customer queries. * Driving Knowledge Retention Test based on new updates/changes to ensure all employees are up to date. * Conducting the Refreshers training on the area of improvements related to process & soft skills. * Floor support provided to the team during process requirements and handling customer escalations * Conducting Live dip check on new updates * Monitoring the live, recorded calls & emails. Also provided real-time feedback. * Created and managed a Knowledge management portal to share updates in real-time and get acknowledgment from the advisors on reading the same. * Prepared daily reports for the manager, operations, and management. * Preparing email templates, SMS templates & Calling Guidelines. * Managed 26 internal lines of businesses in the Flipkart Jeeves project. Show less

Process Trainer

• Dec 2018 - Sep 2020

* Responsible for creating and administering ongoing training programs for new and current employees. * Adapt the training programs to the business circumstances of the client. * Developing individual coaching plans; providing resources and assistance. * Scheduling orientation and ongoing training. * Improving the training effectiveness by developing new approaches and techniques. * Conducting Tests monthly to check and keep the agents updated on the products and process. * Conducting mock call & Call listening sessions * End to end managing the OJT batches - Monitoring calls, Side badging, Mock calls, role play Etc. * Managed 12 internal line of business`s in the Udaan Project. Show less

Training Specialist

• Oct 2016 - Jul 2018

* Responsible for creating and administering ongoing training programs for new and current employees.* Adapt the training programs to the business circumstances of the client.* Developing individual coaching plans; providing resources and assistance.* Scheduling orientation and ongoing training.* Improving the training effectiveness by developing new approaches and techniques.* Conducting Tests monthly to check and keep the agents updated on the products and process.* Conducting mock call & Call listening sessions* End to end managing the OJT batches - Monitoring calls, Side badging, Mock calls, role play Etc. Show less

Email & Social Media Executive

• Apr 2015 - Oct 2016

* Communicating with customers via email to address their concerns about product issues.* Resolving customer issues through email and social media platforms.* Analyzed, identified issues and patterns in customer requests and complaints via social media platforms such as Facebook, Twitter, Mouth shut, Etc.* Handled all escalations from various channels, ensuring regular follow-ups to ensure proper and timely resolution.* Managed social media pages (Facebook and Twitter) as well as online consumer forum pages for respective products.* Recognizing VIP escalation from the Social Media Platform and resolving the issue within the SLA.* Actively promoting the brand's reputation on social media.* Maintaining daily reports of resolved and unresolved escalated orders/complaints and keeping the management team informed.* Targeting the Escalations reduction on month-month.* Resolved email and social media escalations within the SLA* Reviewed & compared escalations with competitive brands. Show less

Escalation supervisor

• Jun 2014 - Apr 2015

Data Analyst

• Jan 2013 - May 2014