Andrea D'Souza Email & Phone Number

North Goa, Goa, India

*** COMING SOON ***co-working and co-living space in Arpora, North Goa. 1 co-work - kool working tables around the pool2 co-live in a renovated 100 yrs old Portuguese villa3 co-create, popup gigs for ur mind, body & soul

All India

• Developed and deployed role based programs and interventions across industries in large IT and ITeS Organizations to develop personal, managerial and leadership skills• Developing and successfully rolled out customized behavioural training programs across Management Levels pan India using strong Instructional Design Frameworks and facilitation principle• Developing training and certification process to ensure consistency in the delivery of quality learning and learning systems across organisations.• Worked with some of the leading institutions in India to design competency frameworks for the organisation and assess and align HR practices and training to these frameworks in order to develop the competencies of employees within the organisation Delivery Expertise:• Developing and successfully rolling out customized behavioral training programs across Management Levels pan India using strong Instructional Design Frameworks and facilitation principles• Developing training and certification process to ensure consistency in the delivery of quality training programs • Rewriting training curriculum to ensure operational alignment of training framework and ensure quality of content and delivery of blended solutions integrating e-learning, ILT and virtual classroom techniquesDomain expertise:• Design and Deployment of end to end strategic learning interventions – Implementation of new hire selection, evaluation and training approaches and deployment for major e-commerce startups.Implementation of LMS, ECM and HRIS systems • Designing and Delivering Role Based Behavioural training Programs • Designing communication training curriculum (Content development) - Voice and Accent, soft skills and customer service training: • Managing Business Training: Managed process level training ensuring development, certification and monitoring of process trainers per client’s product and compliance metrics.l

All India

Heading the HR, Training & Quality and Admin - All India

Mumbai

Developed and Rolled out Strategic Interventions targeting Functional and Behavioral Competencies at various levels of management, through robust TNA. Core Member of the Developmental Training Function at WBPO: Designing and developing Role Based Behavioural Training Workshops across locations and across levels (1B- 4A) Created and Rolled out Trainer Development and Certification processes across the organisation Point of Contact for any customised need based programs to be developed across the organisation

Single point of contact for all training needs at the location in terms of infrastructure, knowledge centre, refresher training (ops), developmental training(support functions)Managing a team of trainers in terms of administration needs, point of escalation, providing direction, working with management on decisions that impact promotions or disciplinary actions. Managing the training performance at a location level as per defined SLA's by ensuring adequate availability of trained human resources to meet projected call volumes by effective planning and scheduling of training batches Reviewing Training Performance with Senior Management/clients through Quarterly Business ReviewsRepresenting training methodology and practice in sales pitches with the business development team to potential customers Select, develop, certify and mentor trainers through T3's, performance feedback, 1 on 1's, expectation mapping, personal development of trainers and annual performance appraisals.Ensured that all training processes and procedures met internal and external quality audit requirements - by creating awareness, streamlining procedures and conducting internal random audits

Voice & Accent, Soft skills and Customer Service)Developed creative ways to streamline communications training by standardizing content and design thus ensured consistency in delivery of training across diverse verticals (Customer Service, Sales and Tech support) and multiple clients from the US, UK, Canadian, and Australian markets Focused on continuous improvement of training materials & methods basis feedback from operations, trainers and trainees Ensured training programs are conducted correctly& effectively and monitor alignment with training objectiveConducted certification and recertification of trainers through assessments, calibrations, skips, classroom observation and call monitors.Designed customized training modules at agent level and process level basis customer Verbatim Analysis hence helped operations achieve CSAT results Conducted calibrations with the HR team to ensure the desired profile of new hires in terms of communication skills.Served as the first level of escalation for all disciplinary and administrative issues faced by trainees/ trainers.Developed curriculum for non voice processes on email writing and business communication

Ensured accuracy and availability of critical data to internal and external customers as required for MIS purposes.Achieved master certification by the client to certify and recertify trainers at process level on platform skills, content, call taking, call calibrations and call monitorsImproved the effectiveness of training by tracking the movement and progress of trainees through the various stages of training, Served as the first level of escalation for all disciplinary and administrative issues faced by trainees/ trainers.Plugged back learning from OJT performance back into training delivery to ensure consistent alignment with Ops Represented training at process level in the monthly / quarterly performance reviews with clients along with Ops teams

Process and Communications training (Credit Cards) Ensured effective delivery of the training curriculum by focusing on the trainees' development needs thru periodic assessments Tracking the progress and performance of trainees for all the batches throughout their life cycle in training.

Assisted Customers with Account servicing queries for a Blue Chip BFSI Company

Ms, Microbiology

MSc. Microbiology

Master Of Science; Bachelor Of Science, Microbiology; Microbiology

BSc Microbiology

High School

High School, Biology/Biological Sciences, General