Mansi Sachdeva Email & Phone Number

Gurgaon, India

Gurgaon, India

• Content analysis followed by curriculum development and development of standard operating procedures for being in pace with changing business needs.• Running Valued added project with IT team to enhance the productivity • Participating in Weekly Review with Training Manager and Ops Leaders• Responsible for Process and Agent developmental training for UK, US,CA and AUS market• On the job coaching for the batch trained for week or more• Developed training manuals and guides for NHT trainings • Developed Facilitator guide for trainers on the content delivered in NHT batches• Documentation of all the reports related to training• To impart training to NHT batches on Process and GDS• To conduct session with TLs and Managers on new functionality introduced at Contact Center• Responsible for delivering continual improvements in Learning Effectiveness including Gaps and need analysis,Structuring content and delivery method and strategies• Exploring new/Alternate training method for faster learning• Working with Quality Team to monitor and identify the trend of the NHT batch and creating action plan for the short comings

QuadLabs is a premier travel technology specialist with a focus on delivering world class products to the travel industry.Role:-Responsible for execution of training activities for travel companies across the globe covering all aspects of Travel & Back -Office -Responsible for Training/Knowledge transfers & proliferation of client programs-Understanding Travel Business Process and how they are mapped to existing application software processes-Developed help manuals, documents on the USP of the product and shared on monthly basis with the clients -Responsible for New Hire Orientation & Product Training-Assisting the sales team in extensive product demonstrations-Responsible for creation & formalizing systems & process mapping, work-flow designs,measurements systems, job descriptions & recruitment of staff-Providing inputs to the product team on the customer/market requirements-Documentation of all reports related to training-Assisting the helpdesk in resolving client issues

Serco Global Services is a leading global Business Process Outsourcing Provider supporting multinational clients with over 60,000 employees in 100 delivery centers across US, UK, Europe, India, the Philippines, Australia, Middle East & Africa.Role:- Framed a training schedule for new hires- Remained updated about the branch products and live fluctuations related to fares- Imparted on-going training to existing agents including refreshers, compliance and regulatory training, transaction processing and frauds & securitySteered a gamut of tasks pertaining to training courses offered like: - Sending out invitations to participants - Scheduling the Instructor for the training - Maintaining sign-in records - Ensuring correct room set-up and equipment - Consulted the client on regular basis regarding the updates on Content, Feedback on training and modification in Training Methodology - Documented knowledge check for specific skills on monthly basis - Monitor the new hires performance and regular checks for process benchmarking - Handled Bomb Scare Handling and created the document for the same - Organised training programs on Dangerous Goods Safety with new hire batches

Gurgaon, India

InterGlobe Technologies (IGT) is a global travel domain expert providing travel technology and BPO services that help maximize business performance for its customers.Role:- Liaised with different departments for TNI/A, communication and follow-up- Participated in hiring new joinees and coached new trainers- Developed training courses for Supervisors through extensive research for the content- Envisaged future trends in training demand and supply to update the content accordingly- Ensured ongoing trainer knowledge enhancement through regular calibration sessions with the client- Carried out periodic assessment for classroom / facilitation skills of direct reports- Chalked out effectual project work plans & timelines and documented Periodic Training Reports- Executed Training Audits and maintained appropriate data of the same- Conducted inbound calling for United Airlines (Baggage Service Desk)- Involved in call monitoring for providing feedback to the team- Organised effective sessions pertaining to customer handling and satisfaction- Prepared and maintained reports on behalf of the Team LeadWorkshops Attended:- Feedback and Leadership Skills- Training MethodologiesAccomplishments:- Got selected for discussion with the third client of United Airlines Please provide details- Certified as Best Baggage Service Representative- Recognised in the monthly and quarterly R&R in UABD basis the contribution in achieving the C-SAT target