Rachna Kumari

Learning and client engagement professional with 11+ years of overall professional experience, including 7+ years in training and development and 4+ years in customer-facing service delivery. Experienced in designing and delivering structured training, coordinating learning schedules, supporting 500+ employees, evaluating learning effectiveness, managing stakeholder communication, and using performance insights to improve outcomes. Strong track record of virtual/cross-functional collaboration, issue resolution, documentation, and delivery against timelines and service commitments.

Computer

Science engineering background with a demonstrated ability to learn new tools and processes quickly.

Customer Support Advisor at Planval Limited (2022-01 – Present)

Own ongoing client interactions and build long-term relationships through proactive engagement.

• Own ongoing client interactions and build long-term relationships through proactive engagement, achieving a 98% first-contact resolution rate.
• Translate customer questions and service needs into clear, solution-oriented guidance, delivering 95% accurate and timely responses.
• Prioritize 25+ client concerns daily while maintaining a 98% on-time resolution rate and meeting SLA commitments.
• Maintain 100% accurate CRM documentation to support follow-ups, trend analysis, and informed service decisions.
• Collaborate cross-functionally to communicate customer insights and support service and workflow improvements.
• Identify recurring client challenges and contribute to workflow optimization initiatives that strengthen customer experience and retention.

Training Coordinator & Technical Trainer at NTTF (Nettur Technical Training Foundation) (2011-07 – 2018-05)

• Coordinated and delivered structured training programs for 500+ employees, supporting onboarding and continuous development.
• Designed and facilitated training programs aligned to operational needs, contributing to an 80% improvement in employee performance.
• Managed training schedules and delivery logistics, achieving a 95% on-time completion rate.
• Evaluated training effectiveness and used outcomes to strengthen learning delivery, contributing to a 75% improvement in performance outcomes.
• Delivered training across 8+ locations, working with distributed teams and stakeholders to maintain operational consistency.
• Recognized with the Best Trainer Award for exceptional training delivery and represented NTTF at the International Quality Circle Convention in Bangkok, Thailand.

Bachelor of Engineering in Computer Science – The Institution of Engineers (AMIE)

Diploma in Computer Engineering in Computer Engineering – Edutech India Pvt. Ltd.