Skills: Analytical Skills · Service Delivery Management · Service Delivery · Problem Solving · Performance Improvement · Leadership · Communication · Business Planning · Customer Satisfaction · People Management · Process Improvement · Recruiting

-Evaluate employees and identify weaknesses-Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them-Identify training needs according to needs-Based on research, plan and implement training programs that will prepare employees for the next step of their career paths-Recruit trainers-Lead, teach, onboard and evaluate new trainers-Build quarterly and annual training program-Track employee success and progress-Communicate all the training programs on a timely basis-Implement training KPIs-Prepare and present reports on training program KIPs

Managing and transitioning training and policy function globally for one of our social media clients. Managing a team of Trainers and Policy POC's. Further understand and improve content policies for the client. This includes, but is not limited to, research that helps us develop better content policies, assess interventions, including experimental and observational studies.Assess the training needs via RCA and TNI and further plan required trainings for 1000+ employees. To align with the client needs and manage trainings for noobs effectively. Design and implement remediation plan for associates as per the performance

Promoted as a Trainer in 2016 (H2) and was certified by the client to train on all the content moderation abuses. As a trainer, I have designed the pre-process training model and developed content for the same which was approved by the client. Travelled to Japan to train the pilot batches and designed the pre-process training material for the same according to their culture. Also handled the policy POC role during my tenure as a trainer where I was responsible for driving the new policies to the entire program. Plan and disseminate the new policies across the program. Drive new policy insights which will help in eliminating any flaws in the existing policies and suggest the same to the client and get them implemented globally.

Joined Genpact India Pvt limited as an associate in 2015 and worked as a p2p analyst for Google wallet, where my core responsibility is to identify fraudulent transactions.Moved to Facebook account in 2016 as a part of the pilot batch where I was working as a content moderator and my responsibility was to identify fake accounts on Facebook.

worked with the Fraud Investigations Team (FIT) where we handle cases of fraud on customers credit/debit card in the UK region, investigate and act accordingly. Prior to this worked with Internet Technical Support department and also have experience and exposure in the domain of general processing which involves providing technical assistance to credit card customers of HSBC, Metris and affiliated Retail merchants.Have been trained on multiple applications and handled customer relations for a diverse portfolio of HSBC in the US region