Training Manager
Resume:
ANWESHA ROYCHOWDHURY
*******.************@*****.***
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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