Rosa Florina

Experienced communication and soft skills trainer with 14+ years of progressive responsibility in customer service, corporate training, and team leadership. Proven track record of enhancing employee development through innovative learning interventions, coaching, and stakeholder collaboration. Seeking to leverage expertise in a dynamic organization.

Senior Trainer at Tech Mahindra (2021-12 – 2024-08)

• At Tech Mahindra, I led performance-driven training initiatives, managed end-to-end NHTs with 100% throughput.
• Conducted Training Needs Identification (TNI) and implemented training interventions. I also drove coaching interventions, performance improvement plans, and collaborated with stakeholders to align training with service-level goals and tailor programs accordingly.
• Led communication and soft skills training for a US-based process, managed bottom-quartile performance, and drove feedback coaching aligned with audit insights. Provided floor support to existing employees.
• Designed comprehensive and engaging training programs and materials, including presentations and flyers to different audience levels and learning styles. Fostering a culture of continuous learning and improvement.
• Delivered in-person and virtual training sessions for various audiences.
• Proven ability to lead and mentor Voice Coaches from within the training team, especially those supporting multiple operational specialisms.
• Publish dashboards, efficacy reports, and training documentation.
• Participated in Recruitment drives that included interviews specifically designed to evaluate communication abilities.
• Created comprehensive content for TechM's Content Creation team-Commpedia, and stakeholder communication.

Communication Trainer at HCL Technologies (2015-03 – 2016-10)

• At HCL Technologies-Google l led communication training initiatives to technical analysts.
• Providing ongoing support and answering communication-related questions & provided floor coaching on email etiquette, structure, and quality.
• Audited communication and collaborated with client stakeholders.
• Working closely with cross-functional teams to gather feedback and ensure alignment.

Assistant Manager – Customer Care at Associated Road Carriers Ltd (ARC) (2011-12 – 2012-09)

• Supervised a large team of customer service executives and supervisors PAN India.
• Handled escalations, performance management, and training.
• Oversaw relationship and complaint management processes.

Trainer at Hero Mindmine Institute (2008-06 – 2010-06)

• Managed center operations and led a team of 4 trainers.
• Delivered soft skills and call center training programs for over 400 students, corporate professionals including agents to mid-management level.
• Interacted with clients and educational institutions for business development.

Specialist – Customer Service at IVY Comptech Pvt Ltd (2003-08 – 2007-02)

• Handled escalations and led a 13-member team.
• Monitored quality and delivered coaching and feedback.
• Created training content and conducted new hire onboarding.

Customer Service Executive at Haridas Softech Pvt Ltd (2000-06 – 2003-02)

Customer Care Counsellor at Punwire Trunking Services Ltd (1998-04 – 2000-03)

Bachelor of Commerce in Commerce – Osmania University

Intermediate – Stanley Junior Girls College

S.S.C – St. Ann's High School

Certificate in Theology in Theology – India College of Ministry affiliated with Global University, USA

Certificate in Foundational Course in Christian Counselling in Christian Counselling – Person to Person Counselling

Masters of Divinity in Divinity – Global School of Learning, SABC

120 Hour International TESOL/TEFL In-Class Certification Program in TESOL/TEFL – Asian College of Teachers, UK