Customer Service Training
Resume:
Instructional Designer –Garima Banerjee
Garima Banerjee
********@*****.***
PROFESSIONAL SUMMARY
Instructional Designer & Training Manager, Training Designer, Developer and Facilitator– Over 10 years
of successful experience in multi-national organizations; Manager, developer and individual contributor of
in the fields of instructional design, development, Training design, delivery and management of multi-
media training (Instructor led, computer based) conducting and supporting trainer-the-trainer workshops,
orientation workshops related to training programs and logistics planning for training deployments, vendor
management, client interaction and management (training related areas), quality analysis, implementing
ISO processes for standardization, key contributor of post deployment and stabilization activities.
SKILLS
Adept courseware/instructional designer developer and Trainer
Training/Instructional Design activities which include: Classroom and reference material created using
Microsoft Word, Excel & PowerPoint templates and Online Help tools.
Experienced in using Adobe Present, Microsoft FrontPage, PowerPoint and other MS Office tools for
developing modules Working knowledge of Captivate, Storyline, Adobe Bridge (Creative Suite 5 Camera
Raw, Photoshop – beginner level) Authoring Tool Skill Soft 24X 7
EXPERIENCE
Mphasis a Hewlett-Packard Company, Bangalore, Manager- Talent Transformation (Training) July
2005 – July 2009
The role required that the Manager possess Instructional Design Skills along with Training
Delivery, Design and Development.
• Managed a team of 17 trainers (Senior Trainers and Unit Manager Level) across four locations
(Bangalore, Noida, Mangalore and Baroda).
• Designed and developed Communication Training for Pre Process Training, Process Training,
Nesting/Hand holding and on the Job Training stages for all domains – Banking, Insurance,
Healthcare and IT
• Managed Training Vendors for Mphasis for all Pre Process and Behavioral Training needs
• Streamlined training, coaching, calibration and ISO processes at Mphasis
• Instrumental in bringing Pre Process training in-house for some processes and designing an
Integrated Training Model to reduce Training time and cost and increase training efficiency
• Managed end to end training for all processes – specific to Pre Process training and Training on
the job for frontline agents, Unit Managers and Team Leaders – program related to Effective
Team Management, Coaching Skills, Effective Body Language, Team Bonding, Time
Management, Motivation, Conflict Management, Stress Management and Telephone Etiquette
and email Writing Skills.
• Designed, developed and delivered TTTs for all Trainers in Mphasis.
• Tools mostly used for design and development were – MS office (Word, Excel, PowerPoint, Visio)
and screen capture.
• Used the Authoring tool by Skill Soft 24X7 to create training modules which learners could access
on the Intranet. It was SCORM and AICC compliant.
• Designed, developed and delivered Instructional Design TTTs for Process and Communication
Trainers
• Designed, developed and delivered workshops on Facilitation skills, Presentation Skills,
Conference and Conducting Effective Meetings Skills for ITO and CRMT groups at Mphasis
• Designed, developed and delivered Mphasis Winning Culture Program (Mphasis vision, mission
and goals) across the organization at Senior Management Level
Resume
Hewlett-Packard – Bangalore- February 2004 – July 2005 - Senior Trainer
Instructional Design (using ADDIE mostly)
• Designed and developed content for HP’s in house pre process training on Voice and accent,
language, culture, customer service and critical thinking.
• Designed, Developed and standardized Voice and Accent, language, culture training, customer
service, soft skills (telephone etiquette, negotiation skills, assertiveness, sales, presentation skills,
communication, and conference call skills) modules for Mphasis.
• Designed, Developed and Delivered modules on Conversational Skills, Personality Development,
Time Management, Coaching at Work, TTT for Trainers (24 hours) and Instructional design
Methods for Trainers (16 hour workshop).
• Tools mostly used for design and development were – MS office (Word, Excel, PowerPoint, Visio)
and screen capture
Training Delivery
• Conducted Train the Trainer programs for all Skills Trainers
• Conducted TNI and TNA and worked on customized lesson plans
• Conducted process training for various tools (Kana, ICare, Cares, Skippy, and DiMon etc.)
• Conducted Training for IT professionals on communication and Soft skills
• Conducted Voice and Accent and Soft Skills training.
• Conducted Pre Process and refresher training
• Conducted Workshops on Communication Skills, presentation Skills, Facilitation Skills, Time
Management, TTTs, Instructional Design methods (TTT), Coaching Skills and How to Conduct
Effective Conference Calls and Meetings etc.
Motif India InfoTech - Ahmadabad - Trainer (Training Delivery and Training Module Design and
Development) October 2001 – February 2004
• Tools mostly used for design and development were – MS office (Word, Excel, PowerPoint, Visio)
and screen capture
• Designed, developed and delivered modules for processes as varied as travel and tourism,
banking back office, auction sites, sales and sports using ADDIE and other ID models.
• Designed and developed content for process tools like Kana, ICare, Cares, Skippy, and DiMon
etc. using screen capture and PowerPoint.
• Designed, developed and delivered training modules for Motif’s in house preprocess training on
Voice and accent, language, culture, customer service and critical thinking.
• Created and standardized Voice and Accent, language, culture, customer service, soft skills
(telephone etiquette, negotiation skills and email etiquette).
• Created Quality Analysis forms for QA’s and trained QAs for quality checking calls and emails.
• Trained new trainers (New Hire Training) on product and process.
• Worked with clients in the US for all training and ID related issues.
Training Design and Delivery (using ADDIE and other ID models) Experience
• Designed and developed modules for processes as varied as travel and tourism, banking back
office, auction sites, sales and sports.
• Designed and developed content for process tools like Kana, ICare, Cares, Skippy, and DiMon
etc.
• Designed and developed content for HP’s in house pre process training on Voice and accent,
language, culture, customer service and critical thinking.
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• Created and standardized Voice and Accent, language, culture, customer service, soft skills
(telephone etiquette, negotiation skills, assertiveness, sales, presentation skills, communication,
and conference call skills) modules for Mphasis.
• Designed, Developed and Delivered modules on Conversational Skills, Personality Development,
Time Management, Coaching at Work, TTT for Trainers (24 hours) and Instructional design
Methods for Trainers (16 hour workshop).
EDUCATION
Symbiosis Center for Distance Learning (SCDL), Pune, Maharashtra, India
PGDID – Post Graduate Diploma in Instructional Design - 2010
Maharaja Sayajirao University, Baroda, Gujarat, India
M Phil in English 1998 - 2002
Lucknow University, Lucknow, Uttar Pradesh, India
Masters in English (1995 - 1997)
Lucknow University, Lucknow, Uttar Pradesh, India
Bachelor of Arts (BA) 1992 – 1995
Visa Status
I am currently on an H4 visa (dependent visa for the spouse of H1B visa holders) and will need a
sponsorship for an H1B.
Resume 3
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