 Managing multiple accounts spread across different verticals Accounts managed – American Express, Cars24, Snap deal, CPP, Pinelabs, Satin, Revv. Maintaining & presenting monthly training scorecard, training & business reviews to the training lead, internal stakeholders & clients Reviewing TNA/TNI refreshers planned by trainers for different accounts, before roll-out for coverage Review / Update / Create content & SOP for all business Responsible for selection, grooming & endorsement of trainers Planning new hire & production training sessions (New rollouts, Bridge Training, Refresher training) in sync with operations, CE & workforce management team Coordinating with stakeholders & clients to organize TTT sessions, conference calls & training sessions for Core Delivery Group Data Analysis to Quantify Training ROI  Responsible for sustained new hire graduation rates, leading to reduction in training cost & enhanced early life performance for new hires during the first 30 days on production Driving continual improvement through knowledge retention & management techniques: Knowledge Retention Tests (KRT), Update Dissemination (Briefing Process) & Dip-Checks Reviewing & managing trainer knowledge quotient through Trainer Skill Enhancement Summary (Live Login, KRT, Calibration & Self-performance on live calls) Monthly / bi-annual & annual performance reviews of trainers, initiating need based developmental training & performance improvement plans to bring the outliers up to speed

 Assistant Manager Training for the Highest Revenue generating Onshore Account at IGS Responsible for selection, grooming & endorsement of trainers Planning new hire & production training sessions (New rollouts, Bridge Training, Refresher training) in sync with operations, CE & workforce management team Coordinating with stakeholders & clients to organize TTT sessions, conference calls & training sessions for Core Delivery Group Data Analysis to Quantify Training ROI  Generating TNA & designing customized training content / session plan for leading Refresher / Care Bay sessions, to build & sustain operational efficiencies in the project Creating E-Learning Modules through Epiplex and certify trainers in blended training/ learning programs Content Creation/ SOP creation for NHT Delivery and Refresher Training Delivery  Responsible for sustained new hire graduation rates, leading to reduction in training cost & enhanced early life performance for new hires during the first 30 days on production Driving continual improvement through knowledge retention & management techniques: Knowledge Retention Tests (KRT), Update Dissemination (Briefing Process) & Dip-Checks Maintaining & presenting monthly training scorecard, training & business reviews to the training lead, internal stakeholders & clients Reviewing & managing trainer knowledge quotient through Trainer Skill Enhancement Summary (Live Login, KRT, Calibration & Self-performance on live calls) Weekly / monthly / bi-annual & annual performance reviews of trainers, initiating need based developmental training & performance improvement plans to bring the outliers up to speed

 Planning production training sessions (New product rollout, refresher training & BQ management sessions) in sync with operations, quality & workforce management team Generating TNI, TNA & designing customized training content / session plan for leading Refresher / BQ management sessions, to build & sustain operational efficiencies in the project Training new hire batches on Ticketing, Exchanges, Schedule Change, refund and cancellation using various GDS like Sabre and Amadeus. Subject matter expertise on both hotels & flights Direct customer dealing with onshore and off shore elite clients. Attending client calls, call calibrations, and updating quality heads Generating training reports such as training dashboard, training quality & 0-30 days scorecards Responsible for grooming & endorsement of line trainers Regular intervention with new hires during the first 30 days on production, from leading one-o-one feedback & coaching sessions to conducting refresher / new rollout training sessions Presenting pre/ post refresher effectiveness reports & review to internal stakeholders & clients

• Taking care of Hotel, Flights and Lifestyle bookings• Making changes as per Customer request• Processing refunds for cancellations requested by customer• Send confirmation E-mails or confirm the requested changes by calling• Work on Amadeus and Sabre• Forwarding Fraudulent booking to relevant department