Niti Gulati

WORK EXPERIENCE

May’** till date: Working as Freelance – Content Developer

As a freelancer, my current responsibilities are:

Creating bulk questionnaire for various Govt. based projects for short term courses.

Creating course curriculum, course PowerPoint presentations for trainers and course plan for learners.

Creating monthly newsletters as per requirement.

Handling client queries and incorporating feedbacks as and when required.

May’14 till Apr’18 - Worked with GENPACT as Content Lead- LMS.

As Content Lead – LMS, my key responsibilities are:

Managing a Team of 5 Instructional Designers and 2 Graphic Designers for the current project.

Handling internal team trainings as per requirement.

Managing reports for team utilization and project plan.

Handling Client interaction and Client reports.

Doing internal content review at storyboarding level and final course delivery level.

Listed in the TOP 20 Internal Reviewers for all projects for Genpact.

Got awarded as Best content reviewer in Genpact in 2015.

Nov’11 to Apr’14 – Worked with IProf Learning Solutions Ltd. as Project Manager – Content.

As a Project Manager – Content, my key responsibilities are:

Timely delivery of content.

Maintaining Table of Content

Vendor and Faculty Management

Quality assurance of overall product rendered

Optimize production lifecycle

Ensuring accurate billing and timely releasing of vendor payments

Apr’07 till Nov’11 – Worked with Centum Learning Ltd. as Group Manager – Content Solution Group and Deputy Manager – Training.

As a Group Manager - Content Development from May 08 till Nov 11, my key responsibilities are:

Contribute to Airtel & Airtel Services growth and profitably to be a dominant integrated telecom player.

oUnderstanding the requirement for training from process owners and suggesting the content for training

oGetting the business sign-off for the work and the work man-days

oPreparing the content and validate the same with business and release for training as per timelines

oPost the content release, processing of final billing with business teams

oCollating training feedbacks on content and taking necessary corrective actions basis the participants feedback

oConducting content booting sessions for trainers on the content designed and sharing delivery expectations with trainers.

Working as Deputy Manager – Training from Apr’07 to Apr’08, my key responsibilities were as follows –

Contribute to Airtel's growth and profitably to be a dominant integrated telecom player through the following training deliver measures -

oImprovement in the business outcome measures, as defined in the SLA

oImprovement in training related measures, as defined in the training program.

oTraining delivery as per norms

oContent Creation as per norms

Achieving External Customer Satisfaction through training delivery as per quality norms.

Ensure accountability & adherence to processes.

Capture and analyze feedback on content received from participants through

oQuality Check documentation.

oTimelines adherence to content delivery

* Note – Awarded as Best CSD Training Coach (Pan India)

Oct’01 till Apr’07 – Worked with Bharti Airtel Ltd at various designations as mentioned below:

May’06 – Apr’07 Sr. Executive – Service Assurance

As Sr. Executive – Service Assurance, my key responsibilities were as follows:

Preparing, analyzing and action planning of daily, weekly and monthly performance reports for Customer Service department.

Audit of key performance areas of Customer Interaction Group, analysis and implementation of corrective action plan to ensure the desired level of customer satisfaction.

Conducting inductions sessions for new agents on quality performance.

Designing content for training and organizing trainings and briefings of agents relating to new product, improvement areas, and product features etc.

Coordinating for data supply, sharing of Audit results and action planning for the improvement of Customer Satisfaction measurement audits Vis a Vis competition and TRAI audits.

Accomplishments:

Successful completion of Yellow Belt Project on “Increasing E-Bill Penetration” - Winner of National Runners up award in ECF.

Daily Innergy SMS on sharing good practices.

Organizing monthly R & R for Employees for giving CSD excellence awards to best performing employees for each vertical.

Successfully launched Monthly CSD – MO Delhi Newsletter – “CSD X-Pressions”

Nov’04 – Apr’06 Executive -Showroom Manager

As a Showroom manager, my key responsibilities included:

To ensure delightful Customer Experience & Enhance Customer's Intention to stay.

Ensuring store contribution on gross sales of Postpaid, Prepaid, Handset, DTH, ABTS & Alliances (As per individual target)

Increasing Store productivity and reducing customer churn

Handling escalations at store, documentation and process compliance

Increasing Employee engagement

oReducing team attrition

oCoaching and Training of CROs

Sept’03 – Oct’04 Executive - Lobby

As Customer Care Executive - Lobby, my responsibilities included:

Handling of Customer concerns at Customer care lobby.

Updation of Daily MIS for team and Manpower planning.

Handling of Escalated and irate customers.

Headed the Prepaid Card section in the Lobby individually.

Taken up projects like reduction in wait time for customers at Lobby.

Oct 02 - Aug 03 Sr. Customer Care Officer Care touch, Airtel

As a Care Touch Officer with Airtel, I was responsible for handling the Corporate, Elite, Select and V.I.P. customers. Based on my performance as a Customer Care Officer – Hotline, I was given the above responsibility to handle the Corporate Clients.

Oct 01 – Sept 02 Officer – Customer Care Hotline, Airtel

Rewards:

Received an award for being the Star performer for an excellent performance as the Floor Manager and for making a Customer Care handbook on Magic Cards.

Rewarded with Gift certificate as appreciation for Quality calls and securing 97% call audit and 100% results in customer audits.

Rewarded with Cash Voucher worth Rs.5000 for Best Team Performance in Case Checking.

EDUCATIONAL QUALIFICATIONS

Year

Degree

Institute

1999-01

B.Com(H)

Gargi College

1997-98

Class XII

Lady Irwin

1995-96

Class X

Lady Irwin

PROFESSIONAL QUALIFICATIONS

Completed MBA from IMT Ghaziabad. (PGDBM)

Web designing course from XANSA Websity.

"O" Level Course - From DOEACC.

Advance Diploma Certificate in Computer Software Technology (A.D.C.S.T.) From ET&T Corporation Ltd.

PERSONAL DETAILS

DOB: 28-02-1981

Marital Status: Married

Blood Group: A +

(Niti Gulati)

Address: H. No. – A12/403, Tulip Violet, Sector – 69, Gurugram, Haryana, 122101

India No.: +919**********

Email: adkgoy@r.postjobfree.com

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