Knowledge Manager Training (Product/Process & Quality)-(Start-Up – Ramp down) - Sterling Outsourcing - Mumbai
(2025-06 - 2025-09)
- Define SOPs, FAQs, and scripts; enforce ownership and review cycles
- Guided and prepared the training & quality analysts team during the content making process; based on overall training requisite by clients, especially pertaining to soft skills, product & process and leadership enhancement skills
- Identify knowledge gaps, recurring query trends, and feed them back into training or SOP update
- Develop and roll out a knowledge management framework aligned with call centre KPIs
- Work with SMEs, QA, and training teams to write, edit, and retire knowledge-base articles.
- Keep the KM portal (SharePoint/Confluence/CRM) up-to-date with the latest process changes, product updates, and regulatory note
- Partner with the Training & Quality Assurance teams to streamline the department with leads to embed KM into on boarding and ongoing coaching
- Structure and support build reports, define roles for Training & Quality Assurance team
- Identify product and process gap/opportunities and take a weekly closure from Product Ops (clients)
- Govern the above mentioned activities in liaison with Training & Quality Assurance leads
- Conduct daily/weekly meeting with the leads to review trainers progress and adherence to SOP's
Training Manager Sales (IC + AM reportees - Projectbase) - IspravaVesta Pvt. Ltd - Mumbai (HO)
(2024-07 - 2024-09)
- Conduct skills gap analyses to identify areas of improvement
- Content was developed keeping sales as focal point and delivery was monitored on regular intervals
- Preparing procedures and policies (SOP's) regarding sales techniques and appropriate agent conduct
- Design training curriculum & create training material within time and budget limitations
- Induct new salespeople into the process
- Coordinate with team for performance review
- Monitor sales objectives and results by driving conversion
- Coach team members to handle sales calls effectively
- Observe sales encounters and collect feedback, results, and performance data of trainees after sessions
- Report on impact of training programs (e.g. sales target vs sales achieved)
Joined as Soft Skills Trainer, Promoted to Assistance Manager Training in Soft Skills & (Product/Process - E-commerce - Flipkart) - Concentrix Daksh - Mumbai, Pune, Vadodara & Bangalore
(2019-08 - 2023-10)
AssistantManager Training – Process & Soft skills – Feb'22 till Oct'23
- Managed a team of trainers that worked with new trainees/advisors for email/chat &voice processes
- Scheduled & aligned trainers to new hire classes to manage NHT
- Represented the account on client calls and attended calibrations
- Managed/created process SOP's & training refreshers
- Assess employees on EWS and prepare an action plan
- Worked closely with Operations & Quality teams to design action plans in order to plug areas of opportunities
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Assess employees on written and verbal skills (SWOT analysis)
- Trained on email/chat & telephone etiquette and evaluated them time to time
- Bridged gaps in language, comprehension and cultural aspects of all LOB's (email/chat/voice)
- Soft skills content was developed regularly in capsule form (SAW module – See You At Your Workstation)
- NHT content was modified as and when the training sessions were upgraded and modified based on clients' requisite
- Drove NPS initiatives to add value to the process & customer experience
- Supported PAN India by travelling to locations & virtually, for soft skills training – 22 accounts (Aditya Birla, TATA Motors, Axis Bank, Standard Chartered, Zomato, Flipkart etc.)
V&A & Behavioral Trainer - NeoSoft Technologies - Mumbai
(2019-04 - 2019-08)
(IT firm)
- Basic behavioral training was provided to the IT personnel on self-conduct &confidence
- Nominated groups and organizations were assisted to make measurable differences for program recipients
- Trainings were based on planning, developing, designing & presentation skills with daily transactions
- Helped with office tasks, emails & etiquette, proofread documents and maintain telephone etiquette on client calls
- Coordinated with individual groups to obtain surveys to resolve roadblocks during client communication via email/chat &voice
- Planned and delivered numerous activities and special events for programs and services
- Maintained sessions for two locations whilst preparing and delivering contents on soft skills across all line of businesses
- Brainstorming sessions, preparation of content, regular reviews with the stake holders to keep the efficacy in an upward trend
Soft Skills Trainer and V&A Trainer - Epicenter Technologies Pvt. Ltd - Mumbai
(2016-06 - 2018-10)
- Conducted end to end pre-process trainings pertaining to extempore assessments
- Drove soft skills, customer service & cultural training for international demographics (USA, UK & Canada) along with final assessments
- Conducted regular voice checks for different British and American processes
- Conducted trainings for Leaders (Team Coach and above), prepared contents on soft skills and culture training
- Lead trainings were focused on self-development by learning on effective feedback mechanism, telephone etiquette, basic excel skills, presentation skills
- Conducted V&A interview rounds as per company standards tool
Voice Coach - Intelenet Global Services - Mumbai
(2015-06 - 2016-02)
- Conducted behavioral trainings for NHT batches from a soft skills standpoint
- Conducted trainings on communication and soft skills
- Conducted pre/post assessments when in NHT training
- Evaluated calls and shared feedback on daily basis
- Engaged in corrective and disciplinary feedback
Specialist - Sterling Infosystems - Mumbai
(2013-01 - 2015-05)
- Responsible to verify new job applications of the employees
- Worked on verification documents in back office
- Was an acting Team Coach which included to mentor new advisors, floor walk, sent daily adherence report, process related refresher sessions within the team, conducted briefings, monitored calls
Customer Relationship Associate - 3 Global Services - Mumbai
(2011-06 - 2012-09)
- Responsible for selling phone contracts to the customer
- Worked on inbound and outbound calls to convince customers to buy phone contract
Customer Service Representative - Epicenter Technologies Pvt. Ltd - Mumbai
(2007-12 - 2009-07)
- Responsible to collect debt from customer on his credit card and skip trace on charged and sold off accounts
- Worked on outbound calls and collect due amount on the account from the customers who have credit cards
