Customer Service Training

Summary

*+ years of IT industry experience primarily in Education & Training, Learning and Development, Operations, Data Analysis, Quality Assurance, Customer Service, Team Management and Vendor Management. My key skills involved closely working with business leaders and stakeholders to analyze, identify, customize and execute the training and operational requirements of the organization. I have been a team player with proven analysis, communication and leadership skills developed through experience in technical training and coordinator roles.

Education

Bachelor of Science (Major – Physics)

GNIIT (Systems) from NIIT Mumbai

Business Analysis Series from Austin Community College – November 2016

Current Technical Skills

-MS Office (Word, Excel, PowerPoint),MS SQL

-MS Visio, Lucid chart, HTML

-QuickBooks Pro.

Awards and Recognition

Single handedly managed a smooth company transition and earned a reputation for dedication, flexibility and positive work ethic from Sulekha.

Received “The Project Star” award from Capgemini.

Professional Experience

1. Company : Sulekha US LLC.

Title : Operations/Analyst- Corp Advertising

From : April 2016

To : Current

Sulekha is the largest digital media platform and a leader in the local services market in India and for Non Resident Indians in USA and Canada.

Job Description

-To analyze and conduct cost-benefit analyses for the operational and transition requirement.

-To present results of analyses to senior management with recommendations for action.

-Manage accounts receivable and accounts payable and to ensure that all components have been delivered and clients are accurately invoiced.

-Analyzed the results of each campaign and presented to client partners in the form of a report.

2. Company : Capgemini Consulting India Pvt.Ltd.

Title : Senior Consultant - Learning and Development

From : June 14th 2006

To : July 23rd 2008

A pioneer in the IT industry, Capgemini has a global expertise collaborating with leading

Corporations. With more than 180000 people in over 40 countries, Capgemini is one of the

World’s foremost providers of consulting, technology and outsourcing services.

Job Description

-To analyze business and functional training requirements, develop the technical training calendar and execute training courses as scheduled.

-Was leading the Project specific training module and closely worked with managers to get complex and challenging trainings scheduled and conducted on short notices.

-To work with service line leaders and subject matter experts to develop new courses.

-To analyze the existing courses and make recommendations and changes as required.

-To assist the training director in preparing and implementing the training budget.

-To manage the external and internal Vendors.

-Participated and represented the learning and development team in customer proposal

meetings.

-To analyze client training feedback and ensure optimal quality is delivered.

- Collaborate with global training units, worked with global audience.

- Managed and executed large global training and certification courses.

- Worked on LMS tool like Mylearning.

- Worked with the software team to automate the training process module.

- Spearheaded the PMP and Internal Manager certification drive.

3. Company : Intrack Inc.

Title : Operations Manager

From : June 8th 2005

To : June 3rd 2006

Intrack Inc. is an offshore software development company focusing on specialized solutions for

the Environmental, Health and Safety (EH&S) industry in the US.

Job Description

-To recruit QA testers and developers, facilitate training and supervise the company’s human resources.

-To manage day to day operations of the organization.

4. Company : NIIT Ltd.

Title : Group Leader – Education Delivery

From : February 8th 1999

To : April 2nd 2005

NIIT Ltd. is a leading Global Talent Development Corporation, building skilled manpower pool

for global industry requirements.

Job Description

-Leading the technical team of the education center.

-Business planning, process management and recruiting and training the human resources at the education center.

-Implementing quality control. Conducting internal audits.

-Leading the placement division of the center.

-Imparting training on C++,.NET, Java, VB 6.0,MS SQL Server 7.0, Linux, Windows NT,HTML .

-Network administration and mentoring the center network administrator.

-Managing the internal system software.

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