- Facilitated soft skills trainings and team building activities, enhancing team cohesion and performance.- Developed and implemented Learning & Development strategies in alignment with business objectives.- Collaborated with BU Heads to identify and address training requirements.- Prepared and maintained the training calendar, ensuring timely delivery of training sessions.- Maintained and reviewed training documents, ensuring compliance and accuracy.- Presented training dashboards to management, highlighting key metrics and progress.- Designed knowledge reinforcement emailers on grammar concepts, cross-culture, general etiquette, and essential management elements.- Participated as an auditee in internal/external ISO and CMMI Level 5 audits.- Managed the LMS, supported its enhancement, and conducted testing.- Provided training to clients on the LMS module.- Attended Management Review Meetings and contributed to strategic discussions.- Conducted employee induction sessions for Training function, ensuring smooth onboarding.

- Offered customized solutions to Clients in soft skills development and communication skills.- English language coaching for diverse group of students and working professionals.- Evaluated training effectiveness and provided feedback for continuous improvement.

- Performed internal audits to assess risks in healthcare processes, ensuring compliance and identifying areas for improvement.- Prepared and presented comprehensive audit reports to management, providing insights and recommendations.· Conducted knowledge checks for employees to ensure policy and process awareness.- Managed various training reports, maintaining accurate records and documentation.- Conducted process training batches for new joiners, facilitating effective onboarding.- Delivered cross-training sessions for existing advisors, enhancing their skills and versatility.- Monitored the quality of tasks performed by team members, preparing analysis reports for monthly ratings.- Managed quality and training MIS, ensuring up-to-date and accurate data.- Monitored workflow queues and assigned tasks to advisors, optimizing resource utilization.- Shared feedback and mentored advisors, promoting continuous improvement and professional growth.- Sent educative emailers to the team daily, reinforcing key concepts and updates.- Conducted training programs on communication skills, email etiquette, telephone etiquette, and customer satisfaction, improving overall team performance.As a Customer Service Associate:- Delivered exceptional customer service, handling inquiries and resolving issues efficiently.- Conducted process training for new hires, facilitating smooth onboarding and integration into the team.- Performed quality analysis to monitor service delivery and identify areas for improvement.- Implemented feedback from quality analysis to enhance overall customer satisfaction and service quality.