Surbhi Minj

Process Trainer with over 6 years of experience across BPO training delivery, agent development, and performance reporting. Skilled in designing training interventions, tracking trainer and agent performance, and building Excel-based reports — including Training Dashboards, Trainer Utilization trackers, and MSV Data— that give leadership clear visibility into training effectiveness. Regularly represents training in Weekly Business Reviews and Town Halls, and handles client interactions directly.

Known for calm, structured facilitation, strong stakeholder collaboration, and a track record of Best Trainer recognitions.

Process Trainer at Teleperformance (2022-11 – Present)

• Facilitate training for agents on the general reservation process for hotel reservation, aligning delivery to quality and efficiency benchmarks.
• Design and maintain Excel-based Training Dashboards to track batch progress, certification outcomes, and post-training performance for leadership review.
• Run Training Interventions for agents flagged through performance monitoring, using trend data to target refresher content.
• Prepare Trainer's Performance Reports covering both qualitative feedback and quantitative delivery metrics.
• Track and report MSV files to assess agent readiness ahead of production.
• Monitor Trainer Utilization and TOF to support planning of trainer deployment and floor coverage.
• Design and review training content for new and existing processes; keep process documentation current.
• Conduct TNA & TNI refreshers and feedback sessions; prepare PKTs on a monthly basis.
• Attend weekly WBRs and Town Halls, and handle client interactions related to training performance.
• Collaborate with cross-functional stakeholders on training plans and reporting cadence.
• Recognized as Best Trainer (March 2024, September 2024, June 2025) and for Q4 performance.

Process Trainer at JindalX (2020-08 – 2022-11)

• Trained and onboarded new hires for Operations, running mock practices and soft-skills sessions.
• Managed SKT/PKT preparation, including teasers, and led refresher and feedback sessions.
• Compiled and shared training reports and coverage data with stakeholders.
• Conducted audits, managed TNI and TNA, and cascaded process updates to the training floor.
• Best Performer, Q4 2021; Certificate of Achievement for Customer-Centric Excellence.

Associate at Teleperformance (2018-10 – 2019-11)

• Supported the Etisalat voice process, handling telecom collections and customer retention.

Intern at AAROHAN (2015-09 – 2016-04)

• Supported underprivileged children through basic education and art-based community engagement programs.

Bachelor of Education in Education – Maharshi Dayanand University

Diploma in Pre-Primary 2 in Pre-Primary Education – L.R. College of Advance Studies

Bachelor of Arts in Arts – Jesus and Mary College, Chanakyapuri

12th – St. Anthony's Sr. Sec. School, Hauz Khas

10th – St. Anthony's Sr. Sec. School, Hauz Khas