Learning & Development

N a m r a t a R a t ho re

**** ** **** ****** ***. #West, Fort Lauderdale FL 33305 Cell: 954-***-**** *********@*********.***

L e a r n i n g & D e v e l o p m e n t P r o f ess io n a l

Offering proven expertise in creating and implementing training initiatives that develop talent,

i ncrease productivity, strengthen customer service and achieve other objectives

An accomplished, forward-thinking learning and development professional with a

demonstrated record of success in workforce t raining, operations/administrative management,

client relations and customer service. Well regarded for ability to assess organizational needs

and to t ranslate these into t raining programs that support employee growth and ensure

a ttainment of performance standards. Credited with exceptional analytical skills; able to

develop learning tools and identify other solutions that overcome complex organizational

challenges. Recognized for outstanding communication skills; able to lead or collaborate with

i ndividuals from diverse backgrounds at all levels.

Core Competencies: S trategic Planning P rogram Design P roject Management

T raining & Staff Development Workforce Diversity P rocess Improvement Change

M anagement C ulture Building P resentations Team Leadership

E x p e r i e n c e & Accom p l is h m e n ts

L ead T raining Consultant, West Fort Lauderdale, FL 2000 Present

Provide instructor-led t raining and consultative services in working as an independent

contractor with Arise, a business process outsourcing and contact center staffing fi rm.

Contract with Arise clients to design, develop and implement t raining for proprietary

software, SAP, KANA, AS400 and GUI In terface, as well as for sales and customer service

skills for call center representatives. Conduct work-based t raining courses and assist in the

development of curr icula for e-learning platforms. Lead projects consisting of 8-12 team

members that include custom developers.

Select clientele with Arise include: Carnival Cruise Lines, Virgin Atlantic Airways, Apple,

Barnes & Noble, AT&T, Sears Holdings, ComEd (an Exelon Company), VisionCare,

1800flowers.com, Office Depot, TracFone and SquareTrade.

H ighlights:

• Consistently achieve client t raining objectives through strong leadership and by

communicating clear and high expectations.

• Maintain a superior level of instructional quality through focused efforts in t raining and

leading a team of t rainers.

• Leverage creativity and experience as well as knowledge of client goals in developing new

cur ricula and making these clear, easy to understand, and tailored to the needs of specific

g roups.

• Continue to maintain excellent worker evaluation scores (above 90%) by proving refresher

t raining as necessary to meet client performance standards and otherwise by continually

monitoring and enhancing t raining efforts to ensure their effectiveness.

Q uality Assurance Team Lead, West Fort Lauderdale, FL 2002 2004

Assisted clients that included 1800Flowers.com, Office Depot and Barnes & Noble as an

i ndependent contractor for Arise (this was a second contract with Arise in addition to contract

noted above as a Lead Training Consultant). Offered enhancement seminars and one-on-one

sessions to help meet and exceed quality goals. Led a team of 25 Quality Assurance Leads and

p rovided 1 QA session per agent each week for a team of 900 agents. Trained and onboarded

new QA specialists.

H ighlights:

• Developed and implemented specific t raining seminars to meet the needs of agents and

particular markets.

• Conducted needs assessments and made recommendations for appropriate follow-up

t raining.

N a m r a t a R a t h o r e Cell: 954-***-**** r ********@*********.***

Page 2

Quality Assurance Team Lead (Continued)

Highlights:

• Played an instrumental role in providing t raining that resulted in team members

achieving a 4.8 (on a 5.0 scale) average or better on Customer Satisfaction Index

evaluations.

• Built ongoing and profitable client relationships by working in a purposeful, well-

coordinated way with team members.

Lecturer of English Literature, Saboo College of Commerce, India 1998 1999

H ighlights:

• Taught master’s and bachelor’s level English literature classes.

• Organized and implemented educational programs and tours for the English Department.

E d uca t ion & T r a i n i ng

J.D.B Girls College Kota, Rajasthan M.D.S University India

Bachelor of Arts

• Major in English Li terature, Sociology and Political Science.

• First position in English li terature course all three years.

Government College Bundi, Rajasthan M.D.S. University India

Master of Arts

• Major in English Li terature.

• First position in the university both years.

T raining: Diploma in Software Technology and System Management, Uptron-Acl (Kota-

Rajasthan).

T ec h n i c a l S k i l ls

P roficient in Microsoft Office, SAP, KANA, AS400 and GUI In terface as well as various

p roprietary software programs for customer service, call center operations and e-learning

p latforms.

Contact this candidate