Althea Michael Email & Phone Number

India

India

Nagpur, Maharashtra, India

Mumbai

Key Job Responsibilities:• Identified and assessed training needs for staff in consultation with team managers and site head.• Reviewed Training Performance with Senior Management/clients through Quarterly Business Reviews• Conducted certification and recertification of trainers through assessments, calibrations, skips, classroom observation.• Developed creative ways to streamline communications training by standardizing content and design thus ensured consistency in delivery of training across diverse verticals.• Focused on continuous improvement of training materials & methods basis feedback from operations, trainers and trainees.• Managed new hire induction programs: Planning & scheduling new hire induction programs.• Reviewed post induction feedback to improve consecutive programs conducted and to enhance the new hire experience with the organisation.• Ensured training programs are conducted correctly& effectively and in alignment with training objective• Published monthly training calendar and dashboards• Conducted behavioral & soft skill training sessions for executives and middle management.• Complete follow-up’s post training programmes.• Maintain records for training conducted (Training attendance data and feedback forms)Additional Activities:• Completed a ‘Management Development Programme’• Six-Sigma Yellow Belt trainer• Organised monthly ‘fun with training’ activities to draw out learning from training programs conducted at the site. The activities were received with a lot of enthusiasm and appreciated by all.• Co-founded a drama club, “Halla Bol”; to allow staff a forum to showcase their talents within the organisation and as a part of our CSR initiative spread awareness on social issues prevalent. • Successfully completed a ‘Lean’ project, with focus on improving operational efforts from employees and benefit the environment.

, Training and Development25 Nov 07 Analysing training needs Planning and developing training programs for new hiresCoordinating with operations for training programs and certificationMonitoring training effectivenessEnsure all training activities and materials meet with the client's SLA's Arrange for and maintain all required equipment and material relating to the effective delivery and measurement of training

Trained new hires on the productPrepared training modules (Computer based and Classroom) for Collections. Maintained product updatesEvaluated Training Systems and Procedures Provided floor support.Team Leader: Led a Team of 15 Agents for a Collections Process."Awarded the Best Team of the Quarter for Quality & Performance"Monitored Calls and providing Timely Feedback, ensuring Agent quality performance, productivity and consistently delivering collection targets every month.Reviewed daily/weekly/monthly performance of associates during the OJT period and assessed their performance to incorporate changes in future training batches.

Trained new hires in neutralizing their accent, improving their grammar and communication skillsProvided direction and support to language coaches and associates.Handled 2 Language Coaches with a span of 5 agents reporting to them. Proactively attended to training and developmental needs of the language coachesImproved client relations, ensured client expectations were delivered. Identified training needs, conducting periodic quality monitoring, coaching & counselling.Identified and implemented ways to increase effectiveness of training.People management:Supported the HR team with recruitments at an associate and team leader level.

Trained new hires on product and processConducted tele-sales training programsManaged inter-personal conflicts Maintained updates in training modules Conducted Soft Skills training for new agents.Conducted quarterly surveys to ensure that training is in sync with Operations.Handled mock calls to certify agents on the floorEnsured overall compliance with quality levels during training.Floor support: Monitoring, coaching and counselling associates.Achievements Represented the company in Ireland for migration of a new process.Was promoted to the post of a product trainer within six months of dialing.

Masters In Psychology

Master Of Arts (M.A.), Philosophy

Post Graduate Diploma, Public Relations

Bachelor'S Degree, Philosophy

H.S.S.C

S.S.C

Master Of Arts - Ma