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Customer Service Training

Location:
Pasadena, California, United States
Posted:
October 31, 2016

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Maitreye Reddy

*** * ****** ****, *** ***, Pasadena, CA, 91101.

Mobile: 818*******

E-mail: acxbpo@r.postjobfree.com

Learning and Development Specialist

Maitreye is a Learning and Development professional with 11 years of experience in designing and delivering training and training solutions to accommodate learning for diverse audiences and changing business environments. She has built and maintained robust training frameworks for multiple talent groups across industries by aligning business goals to learning needs and performance metrics to stakeholder demands. Maitreye has supported businesses across the globe stabilize operations through structured learning intervention involving facilitation, coaching and mentoring techniques. As a part of Talent Management activities, she has supported Human Recourses teams and Operations in getting the best on board and retaining talent.

She is a certified DISC certified Trainer from Extended DISC and holds a certificate in Coaching and Feedback from Inside Out Coaching.

Can immediately contribute by:

Managing end to end training requirements ( Pre induction to post induction)

Designing and aligning training solutions with changing business requirements

Facilitating training programs on Customer Service, Skills, Soft Skills and Coaching and Feedback

Enhancing employee performance and customer satisfaction through consultative communication & coaching techniques

Designing learning paths to create opportunities for employees

Grooming and upskilling exiting and new Trainers for their next role

Key Accomplishments

Implemented Pre transition knowledge transfer program for Poland transition (NIIT Uniqua)

Created a robust curriculum for the pre transition associates to ensure team members were equipped with essential knowledge before travelling to the client location. This included modules on Polish culture, SOP writing skills and email writing techniques. It equipped team members with the right skills and behaviors to interact with the new business counterparts and has helped them complete the transition successfully and seamlessly.

Instrumental in increasing the Net Promoter Score of Genworth Financial (GENPACT)

Devised a 90 days coaching and mentoring strategy by partnering with the onsite team to improve the team’s performance. It involved monitoring technical competencies, driving improvements on business specific parameters and maintaining the sustained progress in performance. This lead to a gradual and a positive shift in the team members’ performance and a radical increase in the stakeholder’s rating.

Reduced training time from 6 weeks to 4 weeks (GENPACT)

Assisted the Central Hiring team in up-skilling candidates for the IT COE on Communication skills in a span of 4 weeks as against the allotted timeframe of 6 weeks. The process involved identifying immediate learning needs of the trainees. The Training approach emphasized more on helping the learners improve upon their opportunities and not just focus evenly on the entire curriculum. This helped the learners spend more time on their areas of opportunities and just touch upon what they were already comfortable with in the rest of the curriculum. It reduced learning time and brought out the best in the trainees.

Streamlined the New Hire training process for Remote Infrastructure Management (ADP)

Designed a training framework that integrated technical competence with customer service skills. This increased classroom performance, built logical thought process and reduced troubleshooting ambiguity while attending to customers on the phone. It resulted in positive customer satisfaction scores thereby strengthening the business’s support to its clients.

Professional Accolades:

Featured in the Chief Learning Officer Magazine - January 2016 edition.

http://www.clomedia-digital.com/read-clo/january_2016/?pm=1&u1=friend&pg=39#pg39

Career Overview

Green Dot Corporation – Training and Content Specialist – February 2015 – Present

Involved in designing and revamping curriculum and implementing training strategies for the onshore and offshore teams to improve customer experience. Streamlined product release training mechanism and designed a reporting strategy showcasing training efforts and learning progress. Initiated a career mapping process to create opportunities and build capabilities for the Corporate Resolutions team.

NIIT Uniqua – Training Consultant – October 2013 – September 2014

Have been instrumental in managing New Hire and Employee training on Customer Service, Telephone Etiquette and Business Writing skills. Spearheaded three new businesses and helped stabilize operations in a span of 7 months. Defined and implemented training, mentoring and coaching techniques to support associates in their functional areas to ensure performance within SLA and timely support to the customers. Initiated weekly process knowledge tests to help the associates re-evaluate their product knowledge to help provide seamless and efficient customer service.

ADP – Senior Analyst Training - April 2012 – August 2013

With a focus on process improvement to further business goals, Maitreye has defined structured training methods and proposed re-alignment of recording and reporting out training results/progress to cascade performance results more objectively. Spearheaded TNA sessions for various training requirement within the organization and designed training frameworks based on the findings to cater to and accommodate various learning requirements of different teams.

Deloitte Consulting – Business Analyst – Jan 2011 – August 2011

Catered to the learning requirements of Deloitte Consulting clients and assisted them in developing learning materials ((CBT, WBT and ILT).Liaised with external vendors to work on graphic design and project timelines to ensure smooth transitioning of the project. As part of the talent development activities contributed towards streamlining the training calendar and available trainings for Organization and Talent (service line with Consulting).

TechTotal Soft Systems - Instructional Designer and Trainer – Sep 2011 – April 2012 and March 2010 – Dec 2011

Maitreye has been extensively involved in conducting Instructional Designing training for Corporates and Individual aspirants looking for a career change/advancement. Has mentored and counseled individuals looking for careers in ID. She has guided and advised professionals working on E learning projects, curriculum design and realignment of training methodologies and procedures. Authored e-learning modules using Captivate and Camtasia to facilitate online learning. Delivered in-house awareness programs on content development procedures and Plagiarism

Genpact - (2003 – 2009)

Maitreye’s career at GENPACT (Erstwhile GECIS) began as a Technical support analyst in 2003. She rose through positions and her role as a learning and development professional commenced from 2005 till 2009. In this capacity she has played the role of a Call 1uality Coach, Communication Skills trainer and a Learning and Development Specialist. She has catered to the learning needs of IT, Insurance and Banking businesses within the organization and has facilitated sessions for more than 300 individuals.

Maitreye has handled a team of 60 employees across teams and has coached, mentored and monitored the performance of the team members on Telephone Etiquette, Customer Service Skills and Technical abilities. She has designed individual learning paths on the LMS and mapped competencies for sustained learning for the new hires and career advancement for the senior employees. Mentored process/junior trainers on various CST/Soft skill parameters and coaching techniques to gear them up for the next role. Introduced the concept of Mentor-Mentee which involved identifying a dedicated mentor for a new hire for a period of 6 months which would help the mentee come up the curve and also ensure that the performance is monitored regularly and rigorously. Standardized the documentation procedure in the CRM. This reduced documentation defects from 14% to 5%. Assisted the Central Hiring Team in up-skilling candidates for the IT COE on Communication skills in 4 weeks as against a TAT of 6 weeks.

Education

Graduation (2000-2003): A graduate in Commerce (B.COM) from Osmania University.

ISC (1998-2000): From St. Georges’ Grammar School, Hyderabad

Diploma : Obtained a diploma in Computers from NIIT

Certifications

Certificate in Coaching and Feedback: A course from Inside Out Development

Certificate in DISC: A course from Extended DISC

Certified Business communication and Business Etiquette Instructor: IBTA Florida

Certificate in Instructional Designing: A course from TechTotal Soft Systems Pvt Ltd

Certificate of Training: A communications Skills Training Certificate from Genpact



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