Manager Customer Service
Resume:
JOTHILAKSHMI
SENIOR MANAGER - LEARNING AND DEVELOPMENT
SULEKHA NEW MEDIA PVT.LTD
Profile
I am a Learning & Development expert,
driven by a strong passion to create a
positive impact on individuals and
organizations.
Have rich experience in crafting and
implementing business wide learning
strategy and have worked extensively on
designing and launching learning forums.
As a Learning development expert have
designed and deployed wide-ranging new
hire and continuous learning development
frameworks.
I am also a Quality assurance professional
with Green belt Six Sigma certification.
Have a deep business /bottom line focus
and an ability to drive change identifying
process improvement opportunities.
Coaching and Mentoring young training
and quality professionals is my way of
Paying Forward, which motivates me to
read regularly on topics pertaining to
Organizational development, Growth
mindset, Positive Living, Learning &
Leadership Development.
CONTACT
PHONE:
LinkedIn:
https://www.linkedin.com/in/jothi-
nagarajan-524b415b/
EMAIL:
*********.*****@*****.**
CERTIFICATION
Six Sigma Green Belt Certified from
RABQSA – Benchmark Six sigma (August
2014)
EDUCATION
B.A English Literature
2004 - 2007
WORK EXPERIENCE
SUTHERLAND GLOBAL SERVICES ASSOCIATE MANAGER - TRAINING MAY 2007 – DECEMBER 2015
Joined as a Process consultant (2007) and promoted as new hire Product and Process trainer (2010) – Bell Canada, a Canadian telecommunication customer service and sales voice process
Lead – Quality (2012)and was handling transactional audits and FMEA implementation across processes for US clients like –
DirecPath - a high- speed broadband Internet and digital voice service provider (Customer Service, Technical Support and Sales group)
FTD.com - Florists Tran world Delivery, an online floral wire service, retailer and wholesaler (Customer support & Upselling)
1800 Flowers.com - an online floral wire service, retailer and wholesaler
(Customer service, Upselling & Cross-selling)
AT&T Home Solutions - a telecommunication provider
(Technical support & Sales)
Associate Manager - Training (2015) for AT&T Click to Chat process (Customer service and Technical support). Managed a team of trainers for US client - AT&T Telecommunications (Customer support, sales and technical support) VODAFONE MOBILE SERVICES DEPUTY MANAGER - TRAINING DECEMBER 2015 – MAY 2017
Joined as Assistant Manager - Training for outbound upselling process and after 3months started handling Inbound prepaid customer service and upselling process. Elevated as Deputy Manager – Training after months Handled service partner’s training managers from various outsourced contact centers – First source, Vertex, Rural shores, Tech Mahindra and Intelenet Global services.
SULEKHA.COM NEW MEDIA PVT LTD SENIOR MANAGER – LEARNING AND DEVELOPMENT
NOVEMBER 2017 – TILL DATE
Joined as Branch Training manager and was handling branch training activities for Chennai and South East emerging markets till August 2018. Elevated as corporate L&D focal and managing PAN INDIA Training and Quality team. Training team of 15Trainers across 8 Branches and 10 Quality auditors. In addition to L&D, currently part of Talent and Performance team, heading Acquisition - Online prospect lead project, a cross-functional project comprises of Marketing, Value delivery, L&D, Sales operations and Technology to increase sales conversion.
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