WIPRO LTD – April 2016 to July 2019
Subject Matter Expert
- Additional task as Subject Matter Expert allocated.
- Handled team and helped the team member to improve their performance.
- Had been the fun/engagement SPOC for the team for improving engagement among team members.
- Gained numerous commendations from senior managers for professionalism and commitments.
First Line Manager or Team Leader:
- Have handled a team of 20 people for 2months in the absence of Team Leader.
- Cleared the certification of First Line Manager (FLM).
- ACCENTURE SOLUTION PVT LTD – August 2019 to Till Date:
- Experience in Seller Service
Mentor
- Helped others to improve their performance. Shared feedback on a daily and weekly basis.
- Taken initiatives in managing teams by various ways viz., completing the training module, brainstorming, etc.
Quality Analyst
- Monitored and maintained quality and compliance targets.
- Reviewed and updated the program quality plans.
- Identified training needs and provided recommendation to improve customer service.
- Conducted coaching session with associates and provide feedback addressing client service performance and product knowledge.
Trainer
i. Amazon SPS (2021-2022):
- Handling the training and development of over 40 new hire learners.
- Contribute to training course development and material.
- Act as coach/ mentor to ensure tasks are understood and appropriate standards are met.
❖ Working closely with clients and internal teams to develop new or update existing training content. ❖ Provide instant feedback for correction and keep an eye on potential quality issue.
❖ Gather insights and offer policy suggestions based on the direct application of the policies.
Honors and Awards
Encore Award, Accenture: 2020 to 2023
Accenture Achievements – 2021
Act as a True Partner, Accenture – 2021 & 2022
Languages
- English, Hindi, Bengali
- Conduct effective delivery of course content through a combination of methods, including classroom facilitation, video and e-learning programs to meet each course’s objective.
- Coach new and existing employees on call handling procedures, identify strengths and opportunities for existing employees and develop solutions to improve performance.
- Maintain and update operating procedures and training manuals for process operations. Ensure that all process operators are trained on the most updated version of the operating procedures.
ii.
Amazon
Ring (2022 – 2023):
- Handling the training and development of over 60 new hire learners.
- Design the training curriculum, schedule training classes and facilitate training sessions to ensure all learning objectives are aligned with current objectives.
- Provide insights and innovative ideas to improve quality and collaborate with TLs/QAs to help develop agent quality improvement plans.
- Performs or assist in process related Root Cause or failure analysis.
- Works with employees to develop and maintain employee specific process training schedules/plans.
- Responsible for scheduling all training session throughout the year.
- Organize and edit training materials and other education materials.
- Identify gaps in current support processes and training, design and document workaround solutions for gaps identified.
