Deepali Shetty Email & Phone Number

Mumbai, Mh, In

Mumbai, Mh, In

In less than a Year with the Training Team as a Virtual Trainer I received a promotion in the role of a Fulltime - Senior Communication and Process Trainer.In addition to my responsibilities as a Virtual Trainer my new KRA also includes:• Delivering end-to-end Training through all phases of Training i.e. Language Enhancement and Softskill Training, Product and Process Specific Training for 3 LOBs within the Program and providing support to Service Delivery in transitioning the New Hires from Training to production during Nesting and 0-30 Phases.• Upskill existing employee to transition from Customer Service Associate to Escalation Specialists - Voice and Chat.• Design and Create Training Content and Material with Articulate 360 and Microsoft PowerPoint. • Create and Publish Flyers for Refreshers and Updates.• Facilitate UMP Meets (Update Management Process) to share updates to SOPs with Leads, Team Managers and Stakeholders.• Participate in Weekly Quality and Training Client Calibration Meets.• Create and Upload Monthly Process Knowledge Test (PKT) on LMS for Associates in 3 LOBs and Support Staff.• Track progress of PKT completion and update closure report with Pass Rate.• Publish and Track Progress of Client Course for Process Updates and Refresher via LMS.• Facilitate transition of existing employees from one LOB to another as per business requirement. • Incorporate Process Improvement methodologies including RCA, TNA, TNI, Refresher Training and post training Coaching and Feedback.• Run and track CIP/CIF Intervention for BQ Management for Q3 and Q4 Associates.• Create Weekly & Monthly Doc enlisting Training and Site Performance for Business Review by L&D Leaders.• Publish Hold & Term Report basis Leaves and Attrition at Site.• Support the Site as Client Tools and ID Admin, by Enabling/Disabling IDs basis Hold and Term Report and Troubleshooting Tools & ID concerns. • Groom Virtual Trainers with Training SOPs, LMS Operation, Reports and so on.

Ever since I remember I have always been facinated by Public Speakers, Facilitators, Teachers and Professors from School & College. At work too I always admired the folks from the Training Team and hence it was a no brainer that this was the next venture I would like to take up.And then in little over an year with Sutherland I received a beautiful opportunity to Facilitate Product/Process Training for New Hire Batches during our Ramp of more than 250 NHs in the role of a Virtual Trainer with the Training Team.My KRA included:• Delivering impactful Product/Process Specific Training to Batch of 20-25 Individuals onsite and virtually on platforms such as Cisco Webex and Amazon Chime Meet.• Maintaining Daily Training Journal and NH Tracker for the Batches to keep track of the Attendance, Demographics, EWS, Attrition, Training Completion, Graduation Report, and so on.• Assigning Self Learning courses to the New Hires on LMS.• Tracking course completion for the Self Learning Courses on LMS.• Staying aligned to the New Hire Calendar by scheduling Batch Meets with HR, L&D and Program Leaders, QA & FMEA Team and creating Trainee Engagement.• Publishing Batch Handover to the L&D Leaders and Stakeholders prior to commencement of the next phase of Training.• Supporting the New hires through the Nesting/OJT and 0-30 Phase.• Providing real-time feedback via Auditing and Coaching to improve NH Performance.• Publish Nesting Handover with Throughput, Batch Attainment and Individual Attainment post successfull completion of the Nesting Phase to L&D Leaders and Stakeholders.

I started my career with Sutherland as a Customer Service Associate for a US based Retail E-Commerce Giant and it has been a beautiful journey since then.My KRA included:• Manging Customer concerns for the North America Region - Voice.• Researching the Knowledge Centre to stay updated about new Policies to provide appropriate resolution to the Customers.• Handling the TCDs about Delivery of the Order, Damages and Defects to the Shipment, Return and Refunds, Payments and so on.• Creating Tickets for the Backend Team and scheduling Follow-Ups for the Customer.• Staying on top of Performance Metrics such as CSAT, CCX, AHT & QA and FMEA parameters.

Being a Freelance Content Writer was an unexpected role I had to take up during the Pandemic due to the scarcity in the job market, but this was a blessing in disguise as I experienced a new found love for writing. I thoroughly enjoyed my time as a Content Writer as it helped me find the creative bone in my body.My KRA included:• Creating Print & Digital content for Brands via Fiverr.• Proof read and edit blog posts before publication.• Produce plagarism free content types including email, social posts, blogs and white papers.• Researching the Brands Tone, the Audience, the Industry Type to match my writing to the Brand's. The goal was to make it look like the piece of content came organically through the Brand and not a Third Party.

Teleperformance gave me my debut in the Customer Service Industry. I was part of the Pilot Batch for a Food Delivery Service based in US.Although my time with TP was short due to ramping down of Food Sector during the pandemic, I learnt a fair share of Traits here.My KRA included:• Provide seemless Customer Support via Chat and Voice.• Interact and resolve issues faced by Delivery Personnel at the time of Delivery.• Resolving concerns such as Restaurant Closure, Change of Location and so on to ensure seemless Delivery.• Guiding Delivery Personnel with protocols to be followed incase of failed or misdeliveries.• Handling payment and refund concerns for Delivery Personnel and Customers.

I started my career trajectory with Suprada Investment as an Administrative Officer whilst juggling through final years of my college. Ours was a small Investment Firm which dealt with Insurances, Fixed Deposits, SIPs, Mutual Funds and other such Financial Instruments.My KRA included:• Greeting Visitors.• Managing Client Relation via Telephone Calls, Emails and in-person visits.• Managing internal Client Database.• Schedule Appointments and Meet with Clients.• Making Travel arrangements and co-ordinating schedules for both Domestic & International itineraries.• Managing Office Resources• Handling Petty Cash and Book Keeping.

Master Of Commerce - Management

Bachelor Of Commerce