Inbound chat process - ecommerceSL Management - RTQMPeople Management - 20-30 FTEAttrition and Absenteeism ManagementCoaching and FeedbackPerformance Management - AHT, FCR, QA, CSAT

Engaged in E-Commerce Service, Telecommunications, and Healthcare projects.Managed Training Needs Analysis (TNA) and Training Needs Identification (TNI) projects.Spearheaded the launch of a pilot batch independently, involving various tasks such as training content creation, delivery, coaching, planning, analysis, and coordination with internal and external stakeholders for execution.Conducted New Hire Training (NHT) sessions.Demonstrated multitasking and pressure-handling skills by managing two processes simultaneously.Oversaw and led multiple On-the-Job Training (OJT) batches to support, identify, and guide learners to achieve optimal metrics.Collaborated with process clients and the learning and development team to improve training modules.Coordinated with operations and quality teams to conduct refresher sessions and floor huddles.Provided T3 training sessions and leadership training based on specific requirements.Led data extraction and report creation for the pilot process.

• Worked at various sites of GlowTouch Technologies for Training and Quality aspects. • Conducted Soft Skills Training for NHT and T2H batches. • Experienced to be a part of beta IT batch to improve process tools. Collaborated with client teams to test the ditches and enhance process tools. • Conducted technical trainings for NHT batches. • Conducted bulk interface trainings and facilitations. • Collaborated with QA and Operations teams to identify training needs and conduct refresher sessions. • Introduced new training analysis methodologies and classroom training techniques. • TNA and TNI• Conducted sales trainings and monitored the market flow and sales flow. • Curated training materials and job aids. • Conducted training and operational interviews for recruitment. • Curated process materials as per client requirements.