Shashi Kapoor

Dedicated and result-oriented Senior Process Trainer with experience in customer support training, process improvement, quality management, employee engagement, and performance enhancement. Skilled in onboarding, training delivery, KPI tracking, process audits, and coaching employees to achieve organizational goals.

Customer Support Executive - Cogent E Service Pvt. Ltd. - Bengaluru

(2018-12 - 2019-07)

Client: Tata Sky

• Resolved customer queries efficiently through inbound and outbound calls.
• Handled escalation and retention calls professionally.
• Maintained high QA scores and customer satisfaction.
• Promoted and sold Tata Sky DTH packages.
• Worked closely with the team to achieve sales and service targets.

Process Trainer - Teleperformance Pvt. Ltd. - Bengaluru

(2020-08 - 2022-05)

Clients: Axis Bank & Flipkart BNPL

• Delivered training for credit card, loan collection, and sales processes.
• Conducted refresher training and TNI sessions for experienced employees.
• Created PPTs and MBR presentations.
• Participated in calibration and call playback sessions.
• Guided trainees to improve overall performance and productivity.
• Prepared training materials including seminar modules and educational videos.
• Supported backend operations and agent performance management.

Trainer Cum Quality Analyst - Altruist Technology Pvt. Ltd - Bengaluru

(2022-07 - 2023-06)

Client: Tanishq

• Managed training and quality operations for Tanishq Jewellery processes.
• Coordinated onboarding activities with the HR team.
• Conducted training sessions for newly hired employees.
• Audited calls and provided real-time feedback to employees.
• Conducted TNI activities across the floor.
• Prepared RCA reports for escalation cases.
• Maintained and updated quality dashboards.

Senior Trainer - Digitide Solutions - Bengaluru

(2023-09)

• Conducting workshops focused on employee skill development and engagement.
• Coordinating onboarding sessions for new hires to ensure smooth transition.
• Mentoring junior trainers to improve training quality and effectiveness.
• Assessing training requirements through performance evaluations and feedback.
• Monitoring and improving training programs for better employee performance.
• Creating and managing training modules and voice prompts.
• Checking IVR functionality and supporting process improvements.

Bachelor of Business Administration - BBA - CMR University (2020-07 - 2022-06)

Diploma - Mechatronics - Oxford Polytechnic (2015-07 - 2019-03)

SSLC - DMMHS (2014-03 - 2015-04)