Ashwini Naik Email and Phone Number

• Part of the core policy planning and strategy team working to achieve short term & long term goals.• Overall management of the operating processes for BFSI Sector Skill of India.• Oversee budgeting and auditing.• Identifying and aligning with new Training Vendors, On Boarding and Management and Trainer Management.• Managing Training Calendars and MIS team.• Providing regular update to National Skill Development Corporation.• Coordination with Accounting and Compliance teams.• Initiated and engaged with internal IT team on Process Automation - Vendor Portal and Training Reconciliation system.

• Responsible for analyzing and publishing training statistics to local and global business partners also achieving training targets across various LOBs and management teams.• Achieving the yearly training target by engage effectively at all levels to promote the training culture and contribute to individual training. Accountable for planning and preparation of the monthly training calendar and creating sessions accordingly in our online training system.• Creating awareness campaigns and monitoring nominations also coordinating for trainer availability internal as well as external.• Coordinating for internal and external training room reservations. Providing pre-session administrative support such as logistics, training material, stationary and managing external trainers.• Ensuring collection, coalition and maintenance of training feedback and assessments and populating scorecards also providing credits to classroom training participants and highlighting non participation to respective managers.• Handling invoice and payment processing for external vendors also sourcing and contracting of external vendors.• Skillfully handling all support queries and follow-ups on training compliances. Conducting introductions and preliminary induction for fresh joiners. Instrumental in dashboarding and report generation for key HR processes as MIS coordinator in HR.• Responsible for taking exit interview for junior level executives.

Complaint Management Executive - MIS• Involved in monthly root cause drill down analysis with clear findings to help teams on how to improve on the functional key parameters. Ensured daily report flash on SLA adherence and motivated teams to achieve targets.• Efficiently generated reports for Call Center and Back end which helps to monitor operations on a day-to-day basis.• Monitored various Business Process thru MIS reporting also monitored various Parameters of Customer Care with Help of MIS Reports. Managed call center dashboard with key parameters like Service levels and Abandonment.• Analyzed and generated reports as per department requirements also ensured repeat complaint analysis.• Developed reports for weekly / monthly functional reviews and presentations.• Created & Maintained Call Center Invoice in ERP system – SAP

Quality In Charge:• Responsible for barging calls and analyzed the quality of call according to the given parameters.• Audited calls, emails and documentation raised by the agents.• Provide feedback to respective team with appropriate action plan. Published monthly trends to respective team.

Requirements gatheringRecruitmentInduction TrainingClient Management

Customer Service