Ruby Dsouza

Ruby Dsouza Email and Phone Number

AGM-Learning and Development | Bachelor of Commerce - BCom @ Maersk Global Service Centre India Private Limited
bombay, maharashtra, india
Ruby Dsouza's Location
Mumbai, Maharashtra, India, India
Ruby Dsouza's Contact Details

Ruby Dsouza personal email

About Ruby Dsouza

Steering Maersk's Learning and Development initiatives, my role is pivotal in shaping the competencies of a 500-strong workforce across the Euro region. Our team's dedication to content standardization and innovative training techniques has bolstered best practice sharing among industry leaders.With a profound responsibility for training effectiveness, my recent endeavors include streamlining new hire modules and enhancing the learning journey. We've fostered a culture of excellence and continuous improvement, contributing to Maersk's reputation as a beacon of learning innovation in the logistics sector.

Ruby Dsouza's Current Company Details
Maersk Global Service Centre India Private Limited

Maersk Global Service Centre India Private Limited

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AGM-Learning and Development | Bachelor of Commerce - BCom
bombay, maharashtra, india
Employees:
174
Ruby Dsouza Work Experience Details
  • Maersk Global Service Centre India Private Limited
    Learning And Development Manager
    Maersk Global Service Centre India Private Limited Oct 2022 - Present
    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
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  • Conneqt Business Solutions Limited
    Senior Manager Training Development
    Conneqt Business Solutions Limited Jan 2021 - May 2022
    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
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  • Hexaware Technologies
    Training Manager
    Hexaware Technologies Aug 2019 - Jan 2021
    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
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  • Litmusworld
    Training Manager
    Litmusworld Jan 2017 - Feb 2019
    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
  • Ocwen Financial Solutions
    Assistant Manager - Corporate Training
    Ocwen Financial Solutions Oct 2010 - Aug 2016
    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
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  • Ocwen Financial Solutions
    Training Lead-Voice And Accent
    Ocwen Financial Solutions Apr 2012 - Oct 2013
    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
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  • Ocwen Financial Solutions
    Voice And Accent Trainer
    Ocwen Financial Solutions Oct 2010 - Apr 2012
    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.
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  • Mind Space & London Institute Of Training
    Freelance Trainer
    Mind Space & London Institute Of Training May 2010 - Sep 2010
    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)
  • Accenture
    Voice And Accent Trainer
    Accenture 2006 - 2010
    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
  • Convergys India Services
    Voice Coach
    Convergys India Services May 2005 - Jun 2006
    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
  • Epicenter Technologies
    Collections Executive
    Epicenter Technologies Jan 2003 - Jan 2004
    Malad

Ruby Dsouza Skills

Printing Soft Skills Location Cinema Tone Accents Train The Trainer Motivational Speaking Occasions Structure Invention Corporate Training Road Supervisory Skills Culture Sensitization Batch Processing Facilitation Vocal Coaching Developmental Assessment Content Development Voice Of The Customer Management Coaching Calls Business Service Email Etiquette Crm Metrics Hiring Leadership Gap Monitors Source Liaising Human Resources Methodology Business Process Outsourcing Ruby Communication Issues Uruguay Training Sessions People Development Networking Escalation Customer Satisfaction Cell Bangalore Team Management Performance Appraisal Ami Voice Variation Supervision Leading Development Teams Talent Management Testing New Hire Training Training Point Of Contact Ssl Customer Service Modulation Sla Mind Synopsis Mumbai Accent Neutralization Ci Teamwork Analytical Skills Administrating System Monitoring Rigorous Communication Training Service Providers Analysis London Hostile Environments Employee Engagement Onshore Coordination Space Floors Business English Business Analysis Communication Solutions Customer Relationship Management Active Phonetics Sheet Speech Handover New Hires Time Management Qos Training Delivery Business Process Improvement Tni Project Phone Etiquette Facilities Management Etiquette Grammar Voice And Accent Presentations Media English Grammar Yield Responsibility Customer Experience Attrition Bpo Professional Coaching Business Units Interviewing Forms Boost Mon Academic Vendor Management Credentials Classroom Delivery Financial Services Business Planning Phase India Rate Agents Fluency Interviews Instructional Design Commerce Training Needs Analysis Business Transition Appraisals Calibration Summit Mock Recruiting Evaluation Bridge Negative Voice Enhancement Performance Management

Ruby Dsouza Education Details

Frequently Asked Questions about Ruby Dsouza

What company does Ruby Dsouza work for?

Ruby Dsouza works for Maersk Global Service Centre India Private Limited

What is Ruby Dsouza's role at the current company?

Ruby Dsouza's current role is AGM-Learning and Development | Bachelor of Commerce - BCom.

What is Ruby Dsouza's email address?

Ruby Dsouza's email address is ru****@****ail.com

What schools did Ruby Dsouza attend?

Ruby Dsouza attended Mithibai College Of Arts Chauhan Institute Of Science And A.j. College Of Commerce And Economics, St.joesphs High School Juhu, St.joseph High School.

What are some of Ruby Dsouza's interests?

Ruby Dsouza has interest in Social Services, Professional Coaching, Yoga, Education, Dancing, Environment, Training And Development, Animal Welfare, Content Development.

What skills is Ruby Dsouza known for?

Ruby Dsouza has skills like Printing, Soft Skills, Location, Cinema, Tone, Accents, Train The Trainer, Motivational Speaking, Occasions, Structure, Invention, Corporate Training.

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