Call Center Scrum Master

REKHA GARG

Email: **********@*****.*** Phone: 917-***-****

SUMMARY

A seasoned professional with over 10 years of work experience in recruitment, training and development of the workforce in various sectors like BPO, LPO, retail, KPO, etc. Now an aspiring Business Analyst/ Product Owner/Scrum Master- open to any roles where I can leverage my knowledge and skills for organizational growth.

Managerial expertise in leading large teams of editors and content writers, and call center executives.

Extensive experience in conducting requirement-specific workshops on topics such as personality development, leadership skills, team building, career enhancement, and communication skills.

Certified Voice and Accent Trainer.

Trained over 6000 resources across various levels for different business needs.

Thorough knowledge of different editorial stylebooks.

Good documentation and presentation skills.

Excellent communication, coordination, analytical, problem-solving, inter-personal, and team management skills.

Additional skills:

I have good knowledge of SDLC methodologies like waterfall and agile scrum.

I also know how to:

Gather requirements using elicitation techniques like discovery sessions, surveys, interviews, document analysis, questionnaire, workshops, and JAD sessions.

Create UML Diagrams, BPM, Activity Diagrams, Swim Lane Diagrams, Class Diagrams and ER diagrams.

Design artifacts such as mockup screens, wireframes, and prototypes.

Coordinate with Product owner in sprint planning process to create and prioritize epic stories and user stories along with defined acceptance criteria for each user story.

Document business process flows in “AS-IS” and “TO-BE” categories for various critical business processes.

Create BRD, FSD, use cases, user stories and maintain RTM.

Design templates, reporting solutions, and dashboards using MS Excel.

Coordinate with the testing team in preparing test procedures, defining test cases, reviewing, and maintaining test scripts, and interacting with team members in fixing defects.

Organize and manage UAT prerequisites, test plans, cases, scenarios, strategy documents, and document defects found during testing, resolving issues/ bugs, and signing off.

Create change request documents and defect documents in coordination with the project team and track, prioritize, and assign defects to reach its resolutions by using specific tools such as Jira.

I also have knowledge of:

SQL queries

Core Java

TECHNICAL SKILLS

Operating System

MS Windows

Databases

MySQL, MS SQL Server, Oracle

Project Management Tools

Jira

Requirement Management Tools

Jira

Modeling and Prototyping Tools

MS Visio, Lucid Charts, Justinmind, Draw.io

Reporting Tools

MS Excel

Defect/ Change Management Tools

Jira

Other Applications/ Tools

MS Office Suite, MS Project, MS Teams, Slack

PROFESSIONAL EXPERIENCE

Aptara Corp, New Delhi Aug 2009- Dec 2013

Role: Copyediting Manager/ DM Training (Business Center of Excellence)

Responsibilities:

Train writers and editors on work processes, roles and responsibilities, compliance requirements, technical writing, grammar [The Chicago Manual of Style], and stylebook guidelines; and prepare training schedule and design instructional training material (LPO - Deposition Summarization, Digest Creation and Transcription)

Manage in-house editorial team, oversee content-editing process, and manage production of deposition summarization, digest creation, and transcription for court reporting firms

Review writers’ and editors’ work, provide continual feedback through in-person training, prepare editorial score, and evaluate their performances

Liaised with clients providing leading court reporting services and technology as well as clients of Professional Publishing Groups – Books and Journals

Conduct inter-department and intra-department workshops for project managers, supervisory staff, administrative, and HR department on behavioral and communication skills

Recruitment, induction, and training of employees

Train departmental heads on various business skills and professional etiquettes

Conduct training-need analysis, and create skill metrics and skill-maps

Conduct activities for stress management of employees

Send out Wednesday Bloopers for communication enhancement and vocabulary enrichment

Conduct fun activities for reducing stress at workplace and maintaining work-life balance

Conduct customized need-based workshops for different business strategic groups

Accomplishments:

Set up and led pilot team of copyeditors for summarization of U.S. legal deposition transcripts for leading U.S. lawfirms- now Aptara has its own KPO department.

Single-handedly created LPO copyediting stylebook

Managed team of content writers for various professional strategic groups

Organization-wide two-hour training of all resources for professional growth and personal development.

Trained over 3000 people on process-specific skillsets.

Conducted managerial workshops on team building, communication skills, email etiquettes, soft skills, etc.

Helped cut-down costs and controlled attrition through training and development of internal resources.

Clients: ICA Sep 2008-Aug 2009

Hero Mindmine

Academy of Fashion and Fine Arts

MeraPath Academy

i360

Role: Freelance Trainer

Responsibilities:

Personality development workshops for aspiring candidates for premier universities/ colleges/institutes of India

Verbal and written English classes for cracking various competitive entrance examinations at undergraduate level

Preparation for group discussions for CAT

Conduct mock interviews for job aspirants

Verbal skill enhancement modules for all age groups

Accomplishments:

Record breaking success rate: Over 200 candidates cracked entrance examinations and interviews at first go for prestigious institutes, universities (89 percent success rate).

Class attendance went up from 17 to 102

Intellicom Contact Centers Jan 2005 – Aug 2008

Role: Training Manager

Responsibilities:

Conduct necessary Train-the-Trainer Sessions

Conduct best practice sharing sessions with team

Develop tests for hiring of new candidates

Conduct telephonic interviews to ascertain and shortlist candidates

Conduct in-person interviews in job fairs

Train new recruits on Voice & Accent, Soft Skills, and Behavioral Skills

Develop modules on American, British, and Australian speech cultures

Recruitment of new hires – send hiring requests to HR team, devise necessary tests, conduct telephonic rounds

Develop process-specific training modules

Quality Control and Call Audit Floor Support: Monitoring and live-barging the calls of representatives and delivery of appropriate feedback

Analysis of Training Needs through regular tests and audits

Adapt training content to changing needs of organization

Voice and Accent Training

Speech Sounds

Accent Neutralization

American and British Speech Cultures

Elimination/ Reduction of MTI

Stress and Syllable Stress

Voice Modulation

Soft Skills

Paraphrasing

Active Listening Skills

Empathy

Customer Satisfaction vs Customer Delight

Customer Relation Management

Handling of Rebuttals

Commonly used business phraseology

Call opening-call closing

Group Activities

Ice-breakers

Team-building

Leadership Training

Group Discussions and Role-plays

Agree-to-Disagree Policy

Accomplishments:

Set up pilot team of collection agents.

Three consecutive promotions in the first three months; got promoted from Associate Trainer to Training Associate on the 11th day

Became a certified Voice and Accent Trainer in February 2005

Received many letters of appreciation and awards for organizing cultural events, fun-meets etc.

Least attrition rate for all my batches

Numerous ‘Employee of the Month’ awards

EDUCATION

Bachelor of Computer Applications, Guru Gobind Singh Indraprastha University, India

Masters of Business Administration (Human Resources), IGNOU, India

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