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Training Manager

Location:
Delhi, India
Posted:
November 30, 2020

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Resume:

SHRUTI SHARMA

+91-882*******

adh8j4@r.postjobfree.com

Objective

To work for a challenging role in Training & Development Professional Experience

More than 12 Years of work experience in Team Management, Customer Service and Training. Worked as Manager- Training Excellence with Tech Mahindra from Aug 2019 till Oct 2020

JioMart Process

o Managing a Team of 1 AM and 13 Trainers

o Managing full Training Cycle [NHT, OJT, o-30 Days and Floor Training] o Played a key role in Process Transition

Training Excellence

o Drive Training Excellence across e-commerce businesses in India BPS o Ensure Standardization of Training Processes and Practices o Best practice sharing across all Processes/ LOBs o Drive Training Efficacy through Automation

o Collaborate with Training Managers, develop and implement strategies to improve overall Training effectiveness

o Create and maintain SOPs

o Ramp Planning & Execution

Compliance

o Ensure Adherence of Training Compliance through monthly Internal Audits o Identify deviation from SOPs and strategize to fix them with the respective Training Managers

o Work closely with focus Process/ Managers

Soft Skills

o Managing a Team of 1 AM and 3 Trainers

o Drive Call Quality and Soft Skills for New and existing agents o Develop and implement strategies to maintain and improve Customer Experience

o TNI/ TNA and BQ Management

o Develop and roll out Refresher/-Learning/ Self Learning Capsule Training Sessions for Target Audience

o Efficacy Mapping

Leadership/ Behavioral Training

o Conducting Leadership Training for Supervisor band across India BPS [Noida] o Tracking and monitoring the effectiveness of Leadership Programs Worked as Senior Manager- Training with Fareportal Gurgaon from Jan 2019 till Aug 2019 Managed a Team of 1 Manager, 2 AMs, 20+ Trainers, LMS Admin/Content Developer and MIS Executive.

Communication Training

o Maintain and Improve Language and Soft Skills Quality of New and existing Agents

o NHT Throughput improvement and Attrition Control o Responsible for tracking and reducing Losses, Errors, Blogs and Complaints

Floor Training

o Monitor 0-90 Days learning curve and track ROI

o Improve Agent performance and productivity through KCs, TNI, Repeat Defaulters analysis, Training, Process and Tech Enhancements o Responsible for tracking and reducing Losses, Errors, Blogs and Complaints o Compliance Control and validation

o Cross skilling and Upskilling of existing Agents o Running Revenue Improvement Programs

o Maintain and update Process SOPs

LMS

o Build Training Capacity through introducing Interactive Training Modules, e- Learning Programs

o Knowledge Management of new and existing employees internal LMS o Develop, review and upgrade Training Material on Training Orientation, V&A and Soft Skills, Process, Updates and TTT

o Change Management and Roll Outs

o Hosting IJP Assessments, Monthly KCs and simulation based content on LMS

Team Management

o Review and Measure Training Effectiveness and linking key metrics to trainers’ performance

o Identify Professional Development opportunities for Organizational growth o Maintain Trainer Score card and tracking Trainers Productivity o Screening and Selection of New Team Members

o Performance Management Strategies - Action Plans, BQ Management o Drive Team Performance to meet Targets

o Represent the Team in Internal and External Reviews/ Audits o Lead Train the Trainer Program, Trainer Certification and Re-Certification o Responsible for allocating Training Budgets

o Publish Training Calendar and Dashboards

o Capacity Planning & managing Training Logistics

Worked as Manager- Training with Fareportal Gurgaon from Jan 2017 till December 2018 o Rostering, Resource Planning, Training Calendars and Training Dashboards o TTT Certification [Trainer Certification and Re-Certification] o Revising and updating Training Material

o Managing NHT Throughput and Retention

o Conducting internal and external Job Selection Interviews o Responsible to measuring training effectiveness and linking key metrics to trainers’ performance

o Maintain and update Process SOPs

o Performance Management Strategies - Action Plans, BQ Management o Representing the Team in Internal and External Reviews/ Audits o Responsible for managing IJP Knowledge Checks

o Monthly Skill Re-Verification for Agents

o TNA and Recursive Training

Worked as Assistant Manager- Language Training with Fareportal Gurgaon from Dec 2015 till Dec 2016

o Leading a team of Communication Trainers

o Conduct TTT (Facilitation)/ TTT Certification for entire Training Team o Mentoring and Grooming Trainers

o Batch Observation and sharing Trainer Feedback

o Leading Internal Calibrations

o Lead Customer Experience Projects

o Conducting TNI and TNA

o Revising and updating Training Material

o Managing NHT Throughput, Retention & Escalations o Conduct internal and external Job Selection Interview Worked as Senior Trainer (V&A) with Fareportal Gurgaon from Aug 2014 till Nov’2015 o Administratively manage a team of 4 V&A Trainers o Maintain V&A Dashboards

o First level NHT Escalations

o Team Management/ releasing Training Calendars

o Attrition and Absenteeism control in NHT Batches o Conducting TTT (Facilitation)/ TTT Certification o Batch Observation and sharing Trainer Feedback

o Leading Internal Calibrations

o Auditing NHT Reports

o Check and update Communication Training Module as per the requirements and updates

o Upskill and Mentor new Trainers

Worked as a Freelance Trainer from May 2014 till Jul 2014. Worked as a Freelance Trainer for a project in BBD Lucknow. Worked as a Freelance Trainer (Campus Hiring and Training) for a project in KIIT Bhubaneswar.

Worked as a Communication Trainer for Fareportal Gurgaon from May 2013 till April 2014 o V&A and Soft Skills training

o Pre-Process training

o Culture Training for US, UK and Canadian campaigns o Developed Content for Communication and Culture Trainings o Hiring and Recruitment

o Conducting TNA and Refreshers for agents on the floor o Maintaining all Training Reports

Worked as an Assistant Manager Training (Communication) for Teleperformance Gurgaon from July 2012 till

May 2013

o Handled Communication training for AT&T and Adobe o Trained batches for Berlitz Certification

o Took Soft Skills trainings for various campaigns o Culture Trainings for US campaigns

o Developed Content for AT&T Pre-Process Trainings o Handled Customer Experience team

o Mentored New communication Trainers

o Cross trained on AT&T process

o Was actively involved in selection and mentoring of Voice Coaches Worked as learning specialist for SITEL India from Nov 2010 to Apr 2012 Process Training

o Imparting travel & tourism training to new hires for Trainline ( UK based rail retailer)

o Conducting Train the Trainer programs

o Conducting organizational developmental trainings o Creating modules for Trainline

o Calibration with clients and closely working on those inputs Communication

o Conducting Communication, Culture and Soft Skills Training for New Hires o Conducting Interviews (Voice & Accent round)

o Communication Coaching to agents on the floor and creating improvement plans.

o Conducting Developmental training

Worked with Sitel India as customer care executive for Holiday Autos from May 2009 to Oct 2010

Assist customers with their Car Hire requirements [Queries, New Bookings, Billings, Changes, Cancellation, Refunds and escalations]

Worked with 24/7 Customer, Gurgaon as a customer care executive from Nov 2007 to Jul 2008 o Interacted with customers and resolving their product related problems and queries

o Serving customers by delivering excellent service with most attractive packages

Achievements

o Track Record of running successful Projects and Teams o Achieved Top Rating each year throughout the Tenure in Fareportal o Awarded as Best Manager in 2019

o Nominated for multiple Leadership Trainings at Fareportal o Awarded as Best Trainer

o Appreciated by client for training sessions in Client o Awarded with the Star Trainer award for Quater-3 (2011) and Quarter-2

(2012)

o Received the best Quality award for Orange Broadband Department (24/7 Customer)

o Received award for 100% attendance for Orange Broadband Department

(24/7 Customer)

o Berlitz and Global English Certified

Qualification & Certifications

Graduation from IEC University [BA General] – 2018

Advanced Diploma in TEFL/TESL [Specialization –TTT and Young Learners] from Asian College of Teachers – 2020

Six Sigma Green Belt from Benchmark Six Sigma [Exemplar Global] – 2020



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