Customer Service Training
Resume:
AARTI MALHOTRA
Jacksonville, Fl - 32256
******.******@*****.***
SUMMARY: A professional with 8 years of experience in diverse areas of training and development, client relations and human resources in small and large organizations. Areas of expertise include hands on experience in planning, developing and implementing all training programs, developing long term and positive relationships with people, excellent written and verbal skills, translating strategies into actionable steps and manage multiple complex issues and projects simultaneously.
PROFESSIONAL EXPERIENCE:
RISE HEALTH INC. 2010 – December 2011
Instructional Designer/Trainer
* Responsible for the development and ongoing enhancements to the various training modules.
* Designed and developed training programs using the ADDIE model.
* Created the complete user manual from the ground up for Patient Relationship Manager System developed in-house.
* Developed and delivered training for a 12 member Data Entry team.
* Analyzed the customer processes and documented them for use by Rise Health employees.
* Trained new employees on various systems and processes.
* Developed and delivered the training on HIPAA compliance.
* Developed various learning materials, including workbooks, presentations, and group activities for corporate as well as call center employees.
* Coordinated with various business areas to develop and maintain training programs.
* Tracked and analyzed instructional programs by examining the satisfaction level of learners.
* Developed measures to identify performance, such as achievement tests and questionnaires.
* Designed learning techniques for the Customer Service Skills training for the organization.
* Initiated web enabling the training courses.
* Managed and maintained SharePoint team site for training department.
LEE HECHT HARRISON, Jacksonville, FL 2008 – May 2010
Client Services Coordinator
Responsible for coordinating career search activities, off-site presentations, resume development and production, and provided administrative support to clients and colleagues in marketing and sales.
* Part of the team that delivered quality scores which exceeded corporate standards.
* Demonstrated Career Resource Network (Lee Hecht Harrison’s proprietary website) enabling clients to navigate the website effectively.
* Assisted clients with Career Resource Network issues.
* Edited client resumes to maximize probability of penetrating electronic screens.
* Developed and maintained an active client list to communicate important job related information.
* Provided high level of support to clients and internal departments answering queries and troubleshooting concerns.
Aarti Malhotra PAGE TWO
* Coordinated diverse tasks for successful setup and completion of multiple career transition workshops.
COMPETITIVE EDGE CONSULTANTS, New Delhi, India 2001 - 2006
Senior Associate
Directed the development of Training programs and procedures.
Designed and conducted several training workshops for large corporations across industries. Majority of the workshops done for technology and service industry majors like HCL Technologies, eServe(Part of the Citi Group).
* Developed initiatives to increase overall internal & external customer satisfaction.
* Directed and implemented a new Performance Development Process that resulted in increased employee empowerment and a team oriented culture.
* Designed and implemented new employee orientation procedures that resulted in smoother integration of new hires into the organization.
* Designed a training effectiveness measurement tool.
* Reengineered processes to reduce cycle time and improve product and services.
* Implemented and managed human resource management system to track and report employee information for management decision making.
* Developed & implemented HR policies and procedures.
Cerebrus Consultants Pvt. Ltd., New Delhi April 2001 – October 2001
Associate / Trainee
* Identified and established core value proposition between client and Cerebrus Consultants.
* Developed & implemented HR policies and procedures which helped in decreasing the employee turnover rate and increasing the employee morale.
* Built individualized client service plans based on a formalized organizational assessment of client's operation, environment, and business goals.
* Planned and implemented compensation surveys.
* Designed a benefits & performance evaluation program for client organizations.
* Provided support in the HR outsourcing assignments being handled by Cerebrus Consultants.
EDUCATION/CERTIFICATION
MBA, Human Resource, FORE SCHOOL OF MANAGEMENT, New Delhi, India
BA, History, UNIVERSITY OF DELHI, New Delhi, India
Basic Employment Law, Florida Community College
TECHNICAL SKILLS
Microsoft PowerPoint, MS Word, MS Excel, MS Outlook, Visio.
Adobe Captivate
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