Ruby Dsouza Email & Phone Number

Navi Mumbai, Maharashtra, India

Responsible for 500+ HC in Euro regionTeam managementProject ManagementInvigilation of content creation, standardization and deliveryUpkeep for New hire modules and improvising techniquesBest sharing practices with current leaders

Thane, Maharashtra, India

Heading a cluster and responsible for training deliverable for 28 accounts with a headcount of 3000+ employeesMeeting and planning training requirements for multiple LOBs – e-commerce, retail, governmentManaging a team of 41 members (Direct and indirect, including Managers, AMs, and DMs)Setting a streamline approach and a defined training approach using ADDIE/Kirk Patrick moduleHigh participations in reviews with leadership team and clients (WBR/MBR/QBR)Creating action plans for 0–60-day learning Streamlining and driving training through the COE culture across accounts

Airoli

Managing stakeholder expectations for training of multiple LOBs Lead MRMs and SRMs with stakeholdersTaking a lead for RFPs and transitions for the organizationCreating certification programsLeading TTT for team members Spearheaded projects on virtual learning Project ManagementHighly involved in planning behavioral training for operations

Kurla West

Head for the entire training divisionManaged the on-boarding and induction planAttend sales pitches with client partners Created a knowledge bank Conduct weekly learning sessions for sales, marketing and operations teamDesigned a certification programmesCreated knowledge and concept quizCustomize presentations for clients to comprehend the platform functionality and usabilityMeet clients regularly to explain the optimal use of the data on the dashboard Create Demos an Videos to enable self learningExplaining the nuance of the platform and its capabilities to prospect and current clientele

Mumbai Area, India

Responsible for the entire communication subdivision and process subdivision in MumbaiIn collaboration with management build the Individual Development Plan (IDPs) for trainers Piloted and spearheaded the voice coaching programme for operations Conducted performance appraisal training sessions from Assistant Managers to Director level Created interactive training sessions through ‘accelerated learning’ to enhance performanceMeet and analyze performance barriers with business leaders on a monthly basis Supervise and work alongside with the team to create and customize action plans to improve NPS Co-facilitated training on “Interviewing Skills” for recruiters, AMs and TLsWorked with the LMS team to develop CBTs and ILTs for communication and customer service modulesSkilled to train on ‘Leadership’ modules Created and amended SOPs basis updates for training and training programmesConducted training on “Coaching at Ocwen” for TLs and AMsLiaise with business units to ensure a smooth transition from training to OJT is Developing a monthly training calendar to share it with the business units Planned the workforce of the team to accommodate 2 batches of 25 participants weekly in each locationConversant and experienced in talent management

Mumbai Area, India

Strategically moved from complete vendor dependency to creating in-house teamStrived and worked toward building the communication team across locations Responsible for trainers performance across locationsNetworking with service providers and setting SLAs to maintain the required quality of trainingDeveloped content for different business units based on requirements and specificationsDirected the cross skilling of the communication team on process training Conducted supervisory training for managers and above for Ocwen’s appraisal process Conduct TTT for new recruits as well as tenured trainers to establish a desired level of training Liaise with the quality department to identify bottom quartile and develop training programmes Groomed trainers to build a strong and focused team maintaining qualityOverseen the diverse training conducted by the team to cater to the requirements all business’Point of contact for the process team in absence of respective leads on team management Experienced and efficient in Vendor Management

Mumbai

Single point of contact for issue resolutions Ascertained that the communication team follows a standard and set procedure across locationsMotivated trainees and boosted their morale by organizing a graduation ceremony Responsible for all voice and accent related metrics for the Mumbai site.Conduct training across all levels for new hires (associates & supervisors)Trained front line supervisors and Quality Analyst (Mumbai, Bangalore and Uruguay) Conducted refresher trainings to improve telephone etiquette and soft skills.

Mumbai

New hire training for a UK process for First Source Pvt.Involved in training sessions on improving grammar and conversational skillsWorked with Voice Assessment Cell -the Learning Academy to recruit associates (WNS)

Mumbai

Jointed Accenture in 2006 as a Communication Coach.Worked with3 different processes. Superseded the clients requirement with regard to meeting deliverables and out performing the set targets1)TNA conducted when required and developed action plans to improve site scores2)Calibrated with the clients to improve site scores and maintain consistent performance3)Effective and Rigorous coaching and developmental tips provided to associates which resulted in not only site scores improving but also improved the associates customer service skills4)Received a Summit award for the consistent performance5)Trained on process to ensure quality of service delivered was as good as communicationPromoted to a Voice and Accent trainer for a US process however, also trainer a few UK batches 1) Scored Excellent as a rating by Berlitz when tested for communication skills, phonological control (accent), Grammar and Fluency2) Was an integral part in the transition of multiple processes3) Certified on modules such as Interviewing skills, Presentation skills, Time Management, 4) Took ownership to drive calibration for recruitment/hiring across sites5) Designed module for accent neutralization as required by the client by conducted training for the same which was attended by Senior Managers6) Ensured 70-80% Berlitz results as specified by the Client for each batch7) Maintained less than 5% attrition on an annual basis for new hire batches8) Groomed new hire trainers/TLs to sustain consistency and uniformity in work9) Designed assessment sheets which was approved by the UK onshore team10) Conducted regular calibration with Onshore team and maintained variation of 5% to exceed client expectation

Malad

1) Monitored calls, rate and give feedback to agents on grammar, Indianism, voice modulation, tone, rate of speech2) Conducted refresher training sessions across the floor and conducted communication Test on the floor3) Analyzed past data to determine areas of improvement4) Mentored more than 5 voice coaches and groomed them to perfection with the monitoring form and the training techniques5) Facilitated calibration sessions across Communication coaching function to ensure consistency6) Preparing action plans for the agents for their development and coaching7) Conducted presentation in the new hire training batch on Communication Coaching and Customer Satisfaction8) Certified trainees to move to the next level of training

Malad

Bachelor Of Commerce - Bcom

Education record

Bcom, Commerce