CURRICULAM VITAE

Manjula Tyagi

House # **, *st Floor,

Rajpur Extension,

Chattarpur, New Delhi.

Pincode:110068 E-mail & Skype ID: ade25t@r.postjobfree.com INDIA Phone: +91-886*******, 999-***-****

Objective:

Certified results oriented professional excelling in training delivery, facilitation, administration, and people management. Experienced for the last 17 years, my experience lies in developing and delivering workshops/behavioral and soft skills. Extremely passionate about content development and designing, creative problem solver with great communication, public relations, and people management skills. Aspire to be a part of esteemed organization where my knowledge and experience will add value to my work, achieving individual and organizational goals.

Working Experience

Company Name: Fareportal India Limited, Gurgaon

Position: Senior Trainer

Department: Learning & Development - Human Resource

Duration: August 2015 till March 2020

Job Profile:

a)Identify training and development needs through job analysis, appraisal schemes and regular consultation with Ops managers and HR.

b)Conceptualize, Design and produce training and development programs basis stakeholder inputs.

c)Conducted/Facilitated compliance, functional & developmental training for different Line of Businesses.

d)Delivered customized sessions:

experiential sessions like team building activities.

using Blended learning methods.

e)Executed projects within pre-budgeted costs against ROI: Showcased saved hiring costs for an entire year through successful internal placements.

f)Helped develop organizational metrices for L&D training

g)Designed & Developed content on internal online LMS (Learning Management Services) tool for different verticals/LOBs. Responsible for

Maintaining user database

Maintaining & driving user/employee coverage across verticals

Tracking & troubleshooting user queries

h)Helped drive critical Covid-19 awareness sessions within the organization as part of a massive awareness campaign

Company Name: InterGlobe Technologies, Gurgaon

Position: Trainer

Duration: August 2013 till October 2014

Process: Expedia EMEA - Sales.

Job Profile:

a)Complete responsibility of the NHT (New Hire Training) batches till they are handed over to the operations team: From hiring till go-live on the Ops floor.

b)Giving 85% throughput of every NHT batch.

c)Making sure that the New Hired Trainees are happy to be with the organization.

d)Delivering process training, ensuring successful completion of Knowledge Checks before hand-over to operations team.

e)Maintaining & publishing daily performance reports, attendance trackers etc of all NHT batches

f)Delivering refresher trainings as and when required.

Position: Quality Evaluator

Duration: April 2012 till July2013

Process: Expedia APAC - Consumer Sales.

Job Profile:

a)Performing Quality monitoring for Sales execs of the Expedia APAC region to improve the Conversion and Process Quality against set client targets.

b)Achieving quality benchmarks; if not achieved finding the problem area and working to achieve the target.

c)Direct interaction with the clients, client meetings, and calibration sessions both internal and external.

d)Handling Nesting batches to check and clear the base of the new hired agents for taking Sales calls for the program.

Achievements: Got promoted as a Process Trainer for Expedia in 15 months.

Company Name: CONVERGYS, Gurgaon

Position: Senior Quality Evaluator

Duration: January 2009 till April 2012

Process: AT&T - CSSC.

Job Profile:

a)Performing Quality monitoring for agents of consumer sales & service call centers of the AT&T in US to decrease the number of callbacks.

b)Setting up quality monitoring system and ensuring adherence to quality standards and specifications in order to meet client targets.

c)Achieving the benchmark of quality, if not achieved finding the problem area and working to achieve the target.

d)Direct interaction with the clients, client meetings, and calibration sessions both internal and external.

Achievements: Have been an EE Performer on a regular basis, doing the work with the 100% accuracy and achieving the goals on and before time.

Company Name: HCL BPO Services, Noida

Position: Senior Customer Care Executive (virtual team coach)

Duration: August 2007 to January 2009

Process: British Telecom Billing (Consumer Division).

Job Profile:

a)Resolving the Billing and service problems faced by the advisors while on calls.

b)As a Team Coach I handled a Team of 17 advisors under the supervision of a Team Leader. I maintained the complete database of the team scores and the team performance including the attendance of the team.

Achievements: Reached the Position of Team Coach in a small period of working in the process for 5.5 months due to the excellent First Call Resolution data, AHT control and the Stack Ranking in the process.

Position: Senior Technical Support Officer / Repeat Call Handlers

Duration: August 2006 to August 2007

Process: British Telecom Broadband (Consumer Division).

Job Profile: Providing Broadband technical support related to non - functioning Broadband, connecting broadband wirelessly on computers, problem with Routers and Modems, configuring Outlook/Outlook Express, checking problems with the Web mails for the customers having BT broadband, etc.

Achievements: Reached the Position of an Account Manager Desk advisor (Escalation specialist) in a small period of working in the process for 2 months due to the excellent First Call Resolution data and the Stack Ranking in the process.

Company Name: WIPRO BPO Solutions, New Delhi

Position: Senior Executive / Escalation Specialist

Duration: September 2003 to August 2006

Process: Dell Inc., the largest Computer and peripherals selling company in the world based in US.

Job Profile:

a)As an escalation specialist it was my job to handle the customers who did not want to speak with the frontline advisors and deal with the customers so that their issues are resolved in an efficient manner and the company's name is maintained.

b)Handling the queries of the American customers related to the Process with great efficiency, so that they trust the company and the process and the process and stay with the product.

Company Name: CAREER POINT, Saharanpur

Position: Counselor

Duration: April 2003 to September 2003

About the Institution: Career Point trains students appearing for IIT JEE, AIEEE/SLEEE and Medical entrance Examinations.

Job Profile:

a)Handling all kinds of queries of students regarding IIT JEE, AIEEE/SLEEE and Medical etc. entrance Examinations.

b)Handling the back office of the Institution.

c)Making more and more students join the institutions.

d)Visiting schools/colleges to get more and more students to join the institution.

Education

Bachelor of Arts Passed in First division, in 2015.

10+2 Passed in First division, 68% in 2002.

10th Passed in Second division, in 2000.

Hobbies: Binging, shopping, interacting with people, reading, swimming, netsurfing, listening to music.

Strengths: Analytical & Reasoning Strengths, patience, adjustable to any environment, tolerant and can work under pressure.

Personal Profile

Date of Birth: 15-12-1982

Sex: Female

Marital Status: Married

Husband’s name: Mr. Manoj Pratap Singh

Languages Known: English, Hindi.

Permanent Address: 54/10, Kamal Nath Vihar, Saharanpur - 247001, U.P.

Passport Number: M2334918

Date: (Manjula Tyagi)

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