Dalreen Patrao Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, India

Mumbai Area, India

As a Practice Leader of the Consulting Business at Great Place to Work Institute, I hold complete responsibility for profitable business growth, ensuring best in class client delivery and continuous development of the product portfolio of the Consulting Business in India.I work with leaders in organizations across industries in the space of workplace culture assessment - both in employee experience and people practices, people leader capability building and large scale culture transformation in their journeys of becoming great places to work for all.

IResponsibilities:Conducting TNA to identify skill gaps through performance analysis and discussions with the line managers.Analyzing business needs for management and professional skills development.To design, develop and deliver learning interventions for retail operations and support functions for the regionTo drive the training need analysis through formulation of national training calendarsLiasing with regional colleagues to ensure standardization of training processes/content and sharing the of best practicesMonitor and maintain post training assessments.Managing relationships with external training providers

I started with customer care training and in April 2005, and then moved to managing training for operations and customer care in the PCO and rural business unit in June2006. I supervised a team of 11 trainers nationally overseeing 5000 sales and customer care teams. The team was built from ground-up and the challenge of creating everything from scratch attracted me.

Managed Training for customer care operations- call center, retail and backeend service delivery teams. Responsibilities:Design, develop and deliver training for the Call center, Retail sales and customer care team and Support functionEnsuring consistent Quality Service delivery by front-end teams through regular monitoring and feedback.Responsible for ensuring compliance to the set standards with respect to knowledge and soft skill parameters in the Customer Satisfaction Surveys.