ANWESHA ROYCHOWDHURY

ac6m1k@r.postjobfree.com

909-***-****

E4-202, IVY Appartements

Near Lexicon International School

Wagholi,

Pune-412207

SYNOPSIS

Presently working with VIVL IT operations Vertical as Training & Communication Lead

12 years of work experience with 10.3 years of experience in training & Knowledge Management

Lean certified by Vodafone for project on reduction of learning path

TTT certified by SBI CPSL (JV of GE money & SBI), DTDC

Instructional design certified by DTDC

Contributing for consistent business development, ensuring quality and proficient Sales Team, through training need analysis

An effective communicator with excellent relationship building, Stakeholder Management Skills & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude

Company: Vodafone Shared Services Ltd Transitioned to VIVL

Since -August’13 till date

Designation: (DM) Specialist-Training & Communications

Job Profile:

(Training & Communications)-TSSC

Handling Change communications for VIL

End to end SAP trainings on NSS-Warehouse Management/SCM for 23 circles

Partner with business SPOC to identify training needs

Working closely with business to identify needs & process gaps and prepare preparedness documents & communicate

Mobile App Training on Network & Warehouse Management.

Content developed and disseminated trainings to VIL across levels

Designed NSS on boarding booklet

Driving E-learning courses across team

Scheduling & Calendarization of Training programs

FSCC:

Set up knowledge transition process for key Vodafone verticals and established standard training practices to be followed at the BAU stage

Vertical Assigned :-

oFraud Monitoring - 48 FTE for FRS India

oCredit Monitoring – FTE in scope 40 for VIL

oCredit and Collections – 200 + FTE for VIL

oSCM – Knowledge management and tracking for SCM domestic and International project

oCustom Service Back office – lead the key assignment in coordination other work stream to ensure smooth delivery from Transition phase to BAU for 340+ FTE ( OpCo – VIL)

Managing KTI for all new transition projects

Ensure Induction for all new joiners as per the defined learning path, publish test result & feedback

Collaborate with Transitions and Ops team leads to understand business requirement and propose training solutions aligned to business and customer needs

Driving e-learning courses across process in conjunction with L&D

Design and conduct regular process / functional knowledge assessments, perform gap analysis and build improvement plans for service delivery team members (PKT)

Conduct 30-60-90 days dipstick to ensure knowledge sustenance

Publish Pre & Post analysis dashboard on employee’s progress & mitigation Plans

Conduct customer orientation training sessions for processes under Transition and for BAU

Conduct employee scorecard training for bottom quartile performers for improving scores on customer related parameters resulting in enhanced customer experience

Create Learning Path for new agents & managers to get them up the learning curve effectively to ensure smooth handover from transition to BAU

Lead quarterly TNI/TNA exercises for Credit and Collections to capture learning needs across levels and deliver on desired outcomes

L5 document management (SOP)

Identify competency requirements

Planned & executed cross functional training

Organized and executed & anchored Knowledge- O-Mania for SSC along with Process training team covering 800+ employees

Achievement:

100% positive VOC from all Credit and Collection processes

Maintained avg. feedback score of 4.8

Appreciation from functional head on improving bottom quartile performers to reach top quartile

Successfully Handled 9 releases

VOC from all the vertical heads & center head for successful execution of Knowledge-O-Mania.

Since -March’13 to August’13

Company: DTDC Courier & Cargo Ltd

Designation: L & D Specialist

Job Profile:

(L&D specialist for Gujarat & Indore region)

Conduct new hire induction training

Conduct workshop different modules like Email Etiquette, Business etiquette, Process Training

Maintaining Training logistics and MIS etc.

Create various training modules on logistics processes

Since -June’12 to March13

Company: Monarch Project Fin Markets Ltd

Designation: Training & ER Manager

Job Profile:

(Training and Employee Relationship Manager)

Conduct new hire induction training

Design & execute Road Maps

Conduct Competency mapping for all employees across bands

Conduct work shop on Leadership for branch managers and department heads

Create and Design Soft Skill modules like Time management, Business etiquette, Negotiation skills, Telephone etiquette, Stress Management

Maintaining Training logistics and MIS etc.

Maintaining Employee Relationship

Organizing different events and camps for employee welfare

Since –July ’11 to June’ 12

Company: Just dial Ltd

Designation: Training Manager

Job Profile:

(Sales Trainer-Telecalling & FOS)

Conduct new hire induction training. Trained 400+ agents

Taking care of the process define and proper adherence to it

Conducting Training needs analysis by analyzing the performance review data in consultation with managers and department heads

Coaching for performance enhancement during OJT phase

Evaluating training effectiveness

On field visits with low performing SE

Maintaining Training logistics and MIS etc.

Handling a training team.

Achievement:

Appreciation mails for Induction training from Regional Manager.

Recognized for increasing the Productivity and Quality Benchmark.

Company: SERCO BPO- DELHI

Designation: Sales & Insurance Trainer Since -June’09 to November’10

Corporate Clients:

oHSBC

oLIC

Job Profile:

Handled Calls monitoring and coaching associates on process and customer facing (sales) essentials

Conducting Induction Training provided to new hired, Provide support in designing the training module including the content as well as the mode of delivery.

Generating process reports and dashboards

Conduct weekly calibration sessions with the clients

Driving initiatives for achieving operational improvement

Conducting behavioural training on stress management, Soft skills.

Conducting final certification.

Conducting Training needs analysis by analyzing the performance review data in consultation with managers and department heads.

Independently conducting class room Product training sessions for junior, middle management levels

Coaching for performance enhancement during OJT phase.

Evaluating training effectiveness.

Maintaining Training logistics and MIS etc.

Achievement:

IRDA certified with 86% score sponsored by the company.

Successful transitioning and ramp up for 6 processes within one-year span.

Successful Content development for 10 modules (including FAQs,Scenarios, Assessment)

Maintained top 3 positions in stack ranking for the trainers.

Maintained 100% through put in almost 95% of the batches conducted.

0% attrition during the training phase.

100% productivity maintained during the OJT phase.

Maintaining 98% feedback throughout the tenure.

Company: MA FOI MANAGEMENT CONSULTANT LTD

Designation: Sales & Insurance Trainer Since - March’07 to April’09 Project: SBI Cards (JV of GE Money and SBI )

Corporate Clients:

oGE Money

oBajaj Allianz

oINFO VISION GROUP-premiere CRM CO.

oState Bank of India and Associate Banks (Branch Training)

Job Profile:

Provide inputs and facilitate the Induction Training provided to the new hired, provide support in designing the training module including the content as well as the mode of delivery.

Conducting Training needs analysis by analyzing the performance review data in consultation with managers and department heads

Independently conduct class room Product training sessions for junior, middle management levels & Senior management levels

Coaching for performance enhancement

Evaluating training effectiveness

Conduct trainings across India (Jaipurs, Chandigarh,Kolkata, Delhi )

Maintaining Training logistics and MIS

Assisting in managing and delivery of training sessions for the business as and when required. Conducting periodical assessments to ascertain the retention levels and plan for Refreshers accordingly.

Achievement:

Got three appraisals/increment for achievements within 18months of employment in the company.

Pan India recognition for training initiatives (Trainer’s Corner, suggestion box, Library)

Appreciation mails for branch training from SBI & Associate branches (BM).

Appreciated as the best trainer (North) in the month of April 08 in Trainers Journal.

Conducted Successful Training for Branch Trainers for corporate partner Bajaj Allainz

Recognized for increasing the Productivity and Quality Benchmark .

Completed training on Product and training skills organized by SBI Cards.

Played vital role in training candidates for INFOVISION Group, by increasing daily pick.

Company: S.C.F.L (Subsidiary of Standard Chartered Bank)

Designation: Probationary Officer Since - March’05 to June’06

Project: SCB CARDS.- DELHI

Handling a team of 10 field executive .

Sales Volumes: Consistently meeting Sales Targets.

Training of executives and responsible for their growth.

Providing MIS to higher authorities.

Ensuring maximum customer satisfaction level.

Directing Quality Sourcing to ensure approval rate and lower delinquencies.

Achievement:

Appreciated and acknowledged as best caller and good leader by ASM, TM

Appreciated always for having highest productivity.

COMPUTER SKILLS

Package Known : MS-Office,

Language : C, C++, Visual Basic

RDBMS : SQL

OS : Win 98, XP

PROFESSIONAL QUALIFICATION

Master of Business Administration with specialization IT from Sikkim Manipal University.

ACADEMICS

B.Sc(Electronic) from Fergusson College Pune University in the year.

12th from Airforce Public school (CBSE), Pune in the year.

10th from Senior Secondary Model School(CBSE), Portblair (Andaman Nicobar)

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