Soffy John

Over 5 years of experience in customer service and Learning & Development, including expertise as a Learning Analyst at Accenture with a focus on service center operations and contractor interviews. Manages agent feedback sessions, conducts knowledge assessments, and facilitates onboarding training for new hires. Skilled in training needs analysis, performance data evaluation, and skills gap identification to drive learning outcomes and operational efficiency.

Proven ability to design and implement process improvements that streamline workflows, enhance productivity, and support organizational goals. Proficient in developing comprehensive training materials, engaging curricula, and facilitating programs for diverse audiences in both virtual and in-person formats. Adept at leveraging analytics and performance metrics to shape training strategies, measure effectiveness, and ensure continuous improvement.

Experienced in conducting workshops, seminars, and coaching sessions that promote high engagement and knowledge retention. Strong track record of collaborating with business leaders, managers, and SMEs to align training initiatives with strategic priorities. Utilizes robust evaluation methods to gather feedback, assess effectiveness, and optimize learning programs.

Strong communicator, capable of simplifying complex concepts, delivering impactful presentations, and fostering an engaging learning environment. Committed to ongoing professional growth by staying current with industry trends, emerging technologies, and L&D best practices.

Learning Analyst at Accenture (2020-06 – Present)

• Lead interviews for service center teams, providing stakeholders with progress updates and interactive dashboards
• Analyze Customer Satisfaction (DSAT) metrics and addressed controllable issues in collaboration with cross-functional teams
• Organize agent feedback sessions, conduct Product Knowledge Tests (PKT) and Language Knowledge Tests (LKT), and deliver constructive evaluations
• Coordinate onboarding and refresher training programs, including soft skills training
• Perform agent audits, shared analysis reports, and delivered educational materials to improve performance
• Update and optimized Standard Operating Procedures (SOPs) to enhance operational efficiency
• Facilitate governance meetings with stakeholders to align training and performance goals
• Provide recognition for outstanding performance through targeted communications and newsletters
• Assisting with production during peak periods, managing high call volumes, transactions, and database accuracy
• Conduct quality audits, maintain records, and ensure prompt resolution of customer issues while meeting performance targets

Recruitment Executive at Jaro Education (2019-08 – 2020-02)

• Assessed candidates' skills, experience, and cultural fit through confidential interviews
• Managed the hiring process from initial contact to offer acceptance, ensuring a positive candidate experience
• Acted as the primary point of contact, addressing inquiries and providing timely updates
• Maintained accurate recruitment records in the database

HR Recruiter at Singhas Technologies and Services Private Limited (2018-12 – 2019-08)

• Developed and updated job descriptions in collaboration with hiring managers
• Sourced and engaged potential candidates through online platforms, social media, and targeted recruiting emails
• Screened resumes and applications, conducting phone, video, and in-person interviews
• Presented shortlists of qualified candidates to hiring managers and supported selection decisions
• Planned and executed job postings across the company career page, social media, and job boards

P.G.D.M. in Human Resources – Welingkar Institute of Management Development and Research (2019)