Training Specialist at Amazon Development Centre Private Limited (2018-01 – Present)
Delivered training for global Amazon marketplaces, including the UK, North America, Brazil, Italy, France, Spain, Germany, and Japan
- Audited customer chats and calls, then provided targeted 1:1 coaching using structured feedback techniques
- Trained new hires to support international customers and strengthen service quality
- Designed and facilitated soft-skills and personality development sessions focused on empathy, rapport building, and customer engagement
- Led multiple New Hire Training and cross-skill batches, ensuring consistent readiness and performance
- Facilitated calibration sessions with Team Managers to align coaching standards and performance expectations
- Conducted and evaluated 700+ interviews to assess role readiness
- Developed and delivered multi-channel customer service training programs tailored to operational needs
- Created training materials, process documentation, and engagement flyers to support learning adoption
- Coached experienced associates on communication effectiveness and service delivery improvement
- Partnered with operations teams to analyze performance data and improve bottom-quartile results
- Collaborated with stakeholders on training requirements and served as a process subject matter expert
Quality Analyst at Mediland Transtech (2005-01 – 2018-12)
- Reviewed and refined medical transcription files to ensure accuracy, formatting consistency, and adherence to client standards before final delivery
- Mentored and coached transcriptionists to strengthen their accuracy, efficiency, and overall performance
- Provided structured feedback and ongoing support to help team members achieve quality and productivity targets
- Trained transcriptionists to transition into proofreaders and junior Quality Analysts through hands-on guidance and development plans
- Developed and implemented best practices to improve transcription quality, workflow consistency, and team performance
- Partnered with team members to identify quality gaps and drive continuous improvement initiatives
- Maintained high standards of professionalism and operational excellence, contributing to stronger client satisfaction
Medical Transcriptionist at Elico Limited (2001-01 – 2005-12)
- Completed comprehensive training in medical transcription, terminology, AAMT style guidelines, English language fundamentals, and American accent recognition
- Produced accurate and timely medical reports, achieving direct-upload status early in tenure through consistent quality and productivity
- Consistently met performance targets from the first month of production, demonstrating strong reliability and attention to detail
- Advanced to Quality Analyst within one year based on performance, quality, and proficiency in transcription standards
- Reviewed and edited transcription files to ensure accuracy, compliance, and alignment with client-specific standards
