Audrey Sequeira Email & Phone Number

India

Design and optimize learning experiences to enhance learner engagement.Collaborate with teams to develop and curate learning content.Manage and maintain learning platforms (LMS) for efficient delivery.Provide support and resources to learners, ensuring access to tools and materials.Analyze program effectiveness through data-driven insights and reports.Align learning initiatives with organizational goals to support continuous learning.

Bengaluru, Karnataka, India

I am currently a Business Interlock Specialist for Accenture Collaboration Services (ACS), a team in Accenture Operations which drives purposeful collaboration and knowledge sharing across Accenture. I presently support the Supply Chain and Operations industry.

Bengaluru Area, India

. Delivery of various certification program for Accenture employees build on assessment complexity and rigor. Drive all activities associated with curricula and assessment design and development, including job task analysis and/or item writing workshops. . Work with solution management and functional architecture teams to develop, deploy and support a cost effective, sustainable solution for the clients. . Oversee the administrative functions including help desk/e-mail support, reporting, and other functions as defined and agreed upon with the client.. Conduct peer review discussions on the assessments.. Support the Delivery and Development team in their daily tasks.. Conducting timely annual and additional reviews to evaluate and reach certification decisions for clients.

Bangalore

• Handling a group of trainers and ensuring smooth delivery of training.• Engage and influence units in driving Training and Development initiatives • Engage units to co-create Training and development programs/plans • Design, Plan and execute specific unit requirements including Domain and Skill certification and ensuring the same is completed by the trainers• Roll out and Drive Training need analysis• Facilitate schedule adhoc training delivery, maintain cascade percentage tracker.• Support customization of modules as per units requirements• Identify and coordinate with vendors/institutes to provide external training programs as per unit requirement• Provide inputs for development/enhancement of modules• Ensure Client satisfaction, leading to attaining high scores in CSAT • Work with different SPOCs at different levels to drive initiatives end-to-end• Preparing MIS and driving key metrics for the units assigned

Bengaluru Area, India

• Handling the Knowledge portal of SCB for India, Branches, West Africa, Dubai, Bahrain, Global Service centre Operations, Phone banking unit.• Ensuring all product, process, promo related information is uploaded for the frontline to view and acknowledge.• As a knowledge management specialist ensure assessments are rolled out on skill verification to all staff, quizzes, surveys are uploaded on time, reports generated on all skill verification quizzes rolled out and shared with TNA analysis on failures.• Providing training support to new hires during their OJT (On job training) within the process to build process knowledge, reduce TAT and also achieve team as well as individual goals. Training staff on service and products and changes in products, procedures and policies.• Developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.• Mentoring the new team members to come up the learning curve. • Coordinating with Sales team for training inputs & also to provide refresher training for reducing the discrepancy percentage.• Conducting refresher training sessions as and when required.Participate in quality assurance activities to identify training needs, ensure appropriateness and proactively identify opportunities to improve the customer experience.• Soft skills training on Call techniques, improvisation of customer enrichment

Bangalore

• Careerpro Acad – April 2012 – June 2013• Conducted training classes on soft skills, personality development, attitude, behavioural aspects, stress management, conflict management, time management, how to convince customer, making result oriented effort and on-the-job training • Ensure delegates complete the training within the stipulated time and ready for placements with top MNC’s and Corporate’s.• Conducted Training sessions/ workshops on Competency development & Communication for delegates with developmental disabilities.• Talento Experto (Feb 2012 – March 2012) Contract• Assessing new joiners on their writing and chat skills for non voice processes on (Clarity, grammar, spelling)

Bangalore

• Conducted process training for new delegates joining the process.• Handled 20 new delegates in each batch and delivered efficient training within timescales.• Ensured training is completed within the stimulated time and handed over to Operations.• Conducted training needs assessments and identified specific training requirements. Acquire broad understanding of voice based processes thereby handled process related query resolution and escalated referral calls• Maximize calling efforts and ensure appropriate judgments and activities have been applied, while maintaining the company's customer service focus• Evaluate agent performance and provide coaching and direction to agents on quality as well as sales through quality reviews to ensure the department achieves the CSAT targets for both the sectors Banking and Money• Facilitated training sessions on Customer service and Sales for L1 and L2 levels.• Developed and delivered efficient training to the process.• Manage work for quality and ensure compliance with audit requirements.• Accredited and functionally responsible for handling language (English) related queries for the department.

Hyderabad Area, India

Training - Communication Development and Behavorial training (Learning and development)Evaluate agent performance and provide coaching and direction to agents through quality reviewsHandled 3 departments of 10 coaches each, providing extensive support and ensuring quality standards are met as per the standards required. Provided call coaching training to new delegates who have the ability to become call coaches for the department.Conducted training classes on soft skills, personality development, attitude, behavioural aspects, stress management, conflict management, time management, how to convince customer, making result oriented effort and on-the-job training Created workshops on Call coaching, Team Building and Learning Styles delegates.Created and taught academic curriculum for Business Communication, communication skills and professional skillsConducted Training sessions/ workshops for Competency development & Communication

executive – (Card holder management)Joined HDPI as a processing executive for Card Holder Management (CHM) process. I dealt with credit card accounts that have defaulted and required further actions into collections. This process required high analytical skillsActed as a BAU Trainer for the process. Trained new recruits into the process and ensured they completed the learning cycle within the specific time lines given. Quality checks done every day to ensure standards are kept.I was involved in making and receiving collection calls to customers with credit card accounts that have defaulted. I was accredited as a Call coach for the process, providing feedback to CSE's on collections as well as customer experience

Bachelor Of Arts (B.A.), Labor And Industrial Relations

Intermediate, Economics