Rohini Chavan

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.

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