Training Manager
Current"Recently led and completed a large-scale ramp-up, overseeing the successful hiring and onboarding of 2,500 customer care executives for an e-commerce client. With a focus on training excellence, programs were designed to equip new hires with essential skills in empathy, active listening, and effective problem-solving, crucial for delivering high-quality customer experiences. By fostering a customer-first mindset and building a culture of proactive support, teams are empowered to create positive and memorable interactions from day one. Committed to continuous improvement, training initiatives leverage data-driven insights and real-time feedback, ensuring alignment with industry trends and evolving customer expectations."In addition to core training, oversee all production floor interventions, including Training Needs Identification (TNI), Training Needs Analysis (TNA), and Bridging Quality (BQ), ensuring training remains agile and responsive to real-time challenges. Through targeted interventions, consistently drive performance improvements, close skill gaps, and align training with evolving customer expectations and industry standards. A proactive approach to learning and development, combined with a commitment to data-driven insights, enables continuous optimization for high-impact results."
