Rohini Chavan

Process Trainer | 2.5 Years Experience | Fintech Training | Onboarding & Upskilling | Performance Coaching | Learning & Development | Stakeholder Management

Training and Development Department - Process and Product trainer at 1Point1 Solutions-Razorpay (2024-01 – Present)

• Delivered end-to-end process and product training programs for new hires, ensuring smooth onboarding and faster transition to production.
• Conducted induction, refresher, and upskilling sessions to improve process knowledge, policy adherence, and customer experience.
• Designed and maintained training content, including SOPs, process documents, presentations, assessments, and certification modules.
• Mentored and coached employees during OJT and nesting, resulting in improved quality scores and reduced learning curve.
• Collaborated with Operations, Quality, Product, and HR teams to align training initiatives with business objectives.
• Performed training need analysis and identified knowledge gaps through performance data and quality audits.
• Evaluated trainee performance through assessments, certifications, and feedback mechanisms to ensure readiness for operations.
• Maintained training dashboards, attendance trackers, MIS reports, and performance metrics to measure training effectiveness.
• Supported continuous improvement initiatives by updating training materials in line with process and product enhancements.
• Contributed to building a high-performing workforce by driving knowledge retention, process compliance, and operational excellence.

Operations Analyst at Startek-Flipkart (2022-09 – 2023-12)

• Managed seller interactions across multiple channels, ensuring timely and accurate resolution of queries related to orders, payments, returns, refunds, and account-related concerns.
• Consistently delivered exceptional seller experience by demonstrating strong communication, problem-solving, and ownership skills.
• Handled escalated seller cases and coordinated with internal teams to ensure prompt resolution and seller satisfaction.
• Achieved and maintained key performance metrics, including Quality, Productivity, Seller Satisfaction (CSAT), and Adherence.
• Investigated seller issues thoroughly and provided effective solutions while adhering to company policies and process guidelines.
• Demonstrated strong stakeholder management by collaborating with cross-functional teams to resolve complex seller concerns.
• Contributed to operational excellence by identifying process gaps and sharing improvement recommendations.
• Adapted quickly to process updates, policy changes, and business requirements in a fast-paced seller support environment.
• Recognized for professionalism, accountability, and commitment to delivering a seamless seller experience.

Bachelor in Electronics and communication Engineering – Guru nanak dev engineering college BIDAR (2022)

PUC in Science – Guru nanak independent PU college Bidar (2018)

10th – National School Bidar (2016)