Academic Coordinator at Royale Concorde International School (2013-10 – 2025-04)
Last role held. Also served in other roles: Lead Trainer, Subject Head, Class In-Charge, CCA In-Charge, Chief Editor – The Communique, NIE Coordinator, WGSE Coordinator, Prodigy Brains Coordinator, Career Counseling Coordinator.
- Lead and manage academic activities in strict alignment with curriculum requirements, ensuring compliance with educational standards.
- Design and oversee comprehensive academic support programs, implementing robust processes to maintain high standards.
- Continuously monitor and evaluate the academic performance of different class levels, applying data-driven insights to enhance educational outcomes.
- Offer ongoing guidance and support to learners, fostering a positive and productive learning environment.
- Plan and conduct train the trainer programs for teachers based on identified needs.
- Conduct workshops for learners of various age groups as per periodic need analysis.
- Participate in the recruitment and selection of staff, ensuring adherence to institutional hiring protocols and quality benchmarks.
- Maintain effective communication with external organizations and stakeholders, ensuring alignment with institutional goals and compliance requirements.
- Work closely with parents, teachers, and counselors to address students' behavioural, academic, and other issues, ensuring a holistic approach to student development.
Primary Teacher & Class In-charge at Jaigopal Garodia Rashtrotthana Vidya Kendra (2012-01 – 2013-04)
- English teacher for classes II, III, IV and V
- Class In-charge of Class II
- Editorial member of bimonthly magazine Indradhanush
- Create and design worksheets based on student requirements to enhance teaching learning process
Business Process Executive at Eversmile Learning Pvt. Ltd. (2010-08 – 2011-05)
- Research, design, customize, create, and develop eLearning content
- Edit, review, validate, and proofread content
- Enter data, create images, formats, etc. based on organizational requirement
- Prepare story boards, educational games for Science and Math concepts
- Coordinate and interact with customers/clients/business associates
- Train staff and content development team on language and pedagogy aspects
- Create promotional materials like banners, brochures, booklets, etc.
Executive - Language & Quality at Brigade Corporation India Pvt. Ltd. (2000-01 – 2005-04)
Held multiple roles: Executive - Language & Quality, Sr. Officer - Language Quality, Quality Analyst, Customer Support Representative
- Monitor Language/Soft Skills Assessments conducted by Team Leads, Style & Customer Service Officers, ensuring consistency and high standards.
- Ensure account targets align with client specifications on Customer Satisfaction, Productivity, Service Level, etc.
- Lead process improvements to enhance Customer Satisfaction and Internal Quality, driving continuous improvement initiatives.
- Organize Calibration sessions with Team Leads and Lead Cyber Reps to ensure uniform understanding of language requirements across programs.
- Implement and maintain the Assessment Monitoring Process to oversee call quality and performance.
- Compile and analyze fortnightly performance data of Agents concerning Language/Soft Skills, recommending corrective actions for improvement.
- Ensure initiatives towards Soft Skills & Language improvement meet account targets, driving excellence in service delivery.
- Implement Continual Quality Improvement Processes to manage and exceed Customer Expectations.
- Create training materials on Language/Soft Skills (American English) tailored to the needs of New Hires and Process Executives.
- Conduct Process Awareness Trainings to ensure adherence to established procedures and standards.
- Generate content based on client specifications from raw data, including Kbase articles and process guidelines, ensuring clarity and compliance.
- Review and proofread Email Responses sent by Process Executives to various Clients such as Palm, Compaq Consumer, Compaq Commercial, M2Card, and Dial pad, ensuring high quality and consistency.
- Develop language/soft skills improvement training materials tailored to different clients' needs.
- Facilitate Workshops and Trainings to enhance Customer Service skills and language proficiency.
