Leading the Communications Training Function - India Shared Services.Key Responsibility Areas:Project Management-Spearheading Communications upskilling projects related to Employee Skills Enhancement, Inter-functions cross skills, hiring, content developement, gamification & skill development.Milestones: August 2022: Commenced job role for the online business function (60 FTE's)March 2023 - Heading the communications training function for 280+… Show more Leading the Communications Training Function - India Shared Services.Key Responsibility Areas:Project Management-Spearheading Communications upskilling projects related to Employee Skills Enhancement, Inter-functions cross skills, hiring, content developement, gamification & skill development.Milestones: August 2022: Commenced job role for the online business function (60 FTE's)March 2023 - Heading the communications training function for 280+ FTEsResults Delivered: - Communications related defect rate in customer interaction reduced from 20% - 4% per customer contact.- Needle movement of core English Skills from CEFR - Elementary and Intermediate to Upper Intermediate & Advanced in Written English & Spoken English. -Gamified Content:Developed gamified Content (Training) - Audio Visual Aids, to ensure interactive learning for the millennial population.Training time compression by 40% with these self paced interactive learning nuggetsBetter utilisation of training resources in other projects.- HiringAutomation - Automated the hiring framework by introducing CEFR standards for non - voice process hiring.Removed manual intervention of a certified resource that can be utilised else whereThis initiative is being led with Zero cost (Resource and Technology) Show less

• Have successfully done voice over’s for various clients in:a) Advertisements.b) E-Learning Modules.c) Corporate Product/ Services Launch – NarrationMajor Clients Tapped: • Yash Raaj Films.• Animal Planet.• GMR.• NIIT.• Zoho.com• Nalari Tea (North East), etc.

• Infusing technology in Training:o Leading the project of the Voice and Chat Bot to ensure maximum practical learning with minimum manual intervention.o Creating on the go learning capsules in the form of Audio and AV Podcasts ensuring on the go learning, now targeting the millennials.• Engagements:o Business Consultancy, Business Operations, New Business Transitions, Content Customization & Infusing Technologyo • Project Proposal:o Meet clients & accounts and… Show more • Infusing technology in Training:o Leading the project of the Voice and Chat Bot to ensure maximum practical learning with minimum manual intervention.o Creating on the go learning capsules in the form of Audio and AV Podcasts ensuring on the go learning, now targeting the millennials.• Engagements:o Business Consultancy, Business Operations, New Business Transitions, Content Customization & Infusing Technologyo • Project Proposal:o Meet clients & accounts and educate them about gamification & automation of training.o Show the internal & external clients the need and efficiency of gamification - ROI.• Analyse:o Understand the key problem areas of the client.o Conduct a training capability study by and in-depth analysis of the top issue/ call drivers, training plotter mapping, modes of existing training, etc.o Identify any loopholes based on the problems described by the client.• Design:o Based on the analysis, prior experience for similar issue and scope and length of the project/ solution – propose a Game/ playboard theme to the client & take a signoff post incorporating their feedback/ alteration/ change, etc.o Create a detailed story board & a project charter with timelines till the evaluation phase.• Develop:o Develop the game content in sync with the project charter timelines.o Get the internal & internal UAT’s conducted and seek signoffs and the planned development stages.• Implement:o Touch base with the LMS, IT teams at the deployment locations and test the game for any LMS related errors, results, etc.o Conduct a complete drill with some test ID’s involving the stake holder’s SME’s managers to play the game.o Have the content/ game uploaded in the LMS, workstations.• Evaluate:o Analyse the results of the projects and track the improvement.o Drive result and showcase the ROI’s of all projects. Show less

• Impart sales training to various projects in Convergys at an earlier stage.• Later worked as a transition lead – accountable for mapping and presenting the efficiency of new hire and refresher sales training to the business teams and sales operations to ensure maximum through put of teams trained by the sales trainers.• Presenting the sales reports and target vs. actual to the clients and showcase the needle movement towards improvement in sales.• Conduct RCA (Root Cause Analysis)… Show more • Impart sales training to various projects in Convergys at an earlier stage.• Later worked as a transition lead – accountable for mapping and presenting the efficiency of new hire and refresher sales training to the business teams and sales operations to ensure maximum through put of teams trained by the sales trainers.• Presenting the sales reports and target vs. actual to the clients and showcase the needle movement towards improvement in sales.• Conduct RCA (Root Cause Analysis) of the dip in sales in various projects handled & design or evaluate best training methods to ensure sales figures are accelerated in the minimum time.• Lead client calls based on pre-training and post training data of the trainees.• Conduct time & motion study for the trainers & ensure minimum leakage during training period.• Train new trainers on sales and evaluate their performance and share feedback.• Design and sell ideas to the clients for new sales training programs, take approvals and run the programs in a pilot stage. Showcase the positive results to ensure application in all the sales sites across the globe. Show less

• Handled a team of 20+ members and managed the customer service and client service operations of Amazon.com (US & UK Markets).• Overseeing work done right from pre orders, supply chain, post orders till billing and after sale services for all items sold by Amazon.com including in-house and third party orders.• Handling escalation related to customer grievances and other issues.• Managing communication with carriers when there was an issue with item being lost delayed, damaged, etc… Show more • Handled a team of 20+ members and managed the customer service and client service operations of Amazon.com (US & UK Markets).• Overseeing work done right from pre orders, supply chain, post orders till billing and after sale services for all items sold by Amazon.com including in-house and third party orders.• Handling escalation related to customer grievances and other issues.• Managing communication with carriers when there was an issue with item being lost delayed, damaged, etc in transit.• Handling issue related to billing for all credit cards and in-house cards issued by the company including gift certificates, promotional certificates, etc.• Overseeing all metric to be met (C-Sat, Coaching Requests and Customer complaints) for the team members.• Ensuring timely resolution of follow-ups when required for situation that take longer time to resolve viz, item stuck in warehouse, removal of authorization, other billing issues, items that cannot be tracked in transit – that includes follow-up with the carriers, etc. • Ensuing the best communication with the client and give all the updates of the operational performance through client calibrations • Ensuring proper discipline in the team by ensuring meeting shrinkage and leakages metrics. • Communicating with clients in conference calls and on client visit to India for business improvement needs and new business proposals. • Implementing operational plans viz. best business practice for enhancing the operational efficiency and also to increase the bottom line profitability. • Ensured minimal attrition in team & overseeing all the team’s concerns are met. Show less

Assisted in set up and successful operations of a newly set restaurant in Almora (Family Business).