Learning Experience Leader-L&D - TaskUs
(2024-11)
- Brand-Aligned Communication – Ensure messaging, tone, and language training are adapted to suit the unique identity of each brand while maintaining corporate consistency.
- Training & Skill Development – Design and deliver training modules for Customer Care & Management (CCM), focusing on communication etiquette, service excellence, and advanced language skills across all brands.
- Coaching & Mentorship – Conduct coach-the-coach sessions, feedback workshops, and roleplays to strengthen frontline managers, supervisors, and trainers in handling diverse customer scenarios.
- Interviews & Talent Readiness – Lead interview drives for multiple campaigns during ramp-ups, assessing communication readiness and ensuring the right talent fit.
- Personality & Professional Growth – Drive programs that build confidence, soft skills, cultural awareness, and overall personality development to create resourceful, brand-ready communicators.
Language Expert & Training Client POC - Teleperformance, Mohali - Mohali
(2023-12 - 2024-11)
- Interviewing & shortlisting opportune candidate with Operations Manager
- Managing PST and Nesting KPIs
- Developing and delivering training programs focused on improving verbal and written communication skills.
- Curating interactive and engaging training materials
- Pragmatically assessing Communication Proficiency through Audits/SBS with offering feedback
- Facilitating One-on-One Coaching especially to sluggish learners post conducting TNI
- Supporting new Hires and Onboarding: assisting new employees adapt to the communication style and standards of the organization.
- Enhancing Customer Interaction Skills: Emphasising on improving employees' abilities to interact effectively with customers.
- Educating and functionally training on handling difficult conversations, active listening, and empathy.
- Motivating and Inspiring: Staunchly encouraging and motivating employees to perpetually improve their communication skills
- Preparing data & monumental reports for records as instructed and required
- Deliberation with client pertaining to weekly SLA benchmarks
Training Head - Skill Orchid Education Professionals
(2020-12 - 2023-11)
- Efficiently conducting sessions on various modules such as Speaking, Writing, and -Reading in IELTS/PTE training to meticulously scrutinize shortcomings.
- Coordinating rosters and weekly content delivery plans for trainers to prevent any disruptions.
- Facilitating interviews with management for recruiting new trainers.
- Participating in IDP programs to understand innovations in pedagogical techniques.
- Assisting management in strategic decision-making regarding business expansion.
- Overseeing and conducting weekly audits of other franchises located at various sites.
Customer Care Executive - Teleperformance, Mohali - Mohali
(2020-05 - 2020-12)
- Handling Inquiries and Complaints
- Responding to customer inquiries via phone, email, or chat
- Addressing and resolving customer complaints and issues promptly.
- Providing basic technical support and troubleshooting assistance.
- Escalating complex technical issues to the appropriate department.
- Training and Development
- Problem Solving
- Promoting Company's Image
- Upselling and Cross-selling
Lead Communication Coach - Skill Orchid Education Professionals
(2018-04 - 2020-04)
- Creating comprehensive communication training programs that align with organizational goals.
- Developing training materials, such as manuals, presentations, and handouts.
- Conducting training sessions, workshops, and seminars on various aspects of communication, including verbal, non-verbal, written, and interpersonal communication.
- Utilizing various training methods and techniques to engage participants and enhance learning.
- Assessment and Evaluation
- Designing customized training curricula to meet the specific needs of different departments or teams.
- Keeping the training content updated with the latest communication trends and best practices.
- Continuous Improvement
- Reporting and Documentation
