Shivani Kaul Email & Phone Number

Bengaluru, Karnataka, India

• Partner with the learning and development team and local HR Business Partners, managers, and employees to identify and collaboratively deliver performance and talent development solutions for individuals, teams, business units, or company.• Provide advising, coaching and support to HR Business Partners and APJ Managers and Employees on various training-related projects, programs, performance needs and development plans.• Provide collaborating, coaching and support to HR Business Partners and APJ Managers and Employees on various training-related projects, programs, performance needs and development plans.• Assist in wide range strategic and operational Learning and Development HR activities including organization design, organisational change, leadership, and professional development initiatives.• Deliver and facilitate varied trainings, in various formats (classroom, web-based, blended) as appropriate.• Handle programs, schedules, and program logistics.• Ensure all training materials, reports and support materials generate a positive employee experience.• Evaluate and measure return on investment on all learning activities to resolve impact on business outcomes and revise activity as appropriate.• Fully demonstrate the LMS (Cornerstone) to implement and handle program delivery.• Participate in special projects as needed.

Gurugram, Haryana, India

• Partner with the business to enable it to meet its objectives by developing & implementing high impact learning & development programs in line with business needs and priorities• Gain a clear understanding of current business issues and opportunities, as related to learning and development.• Conduct organizational needs analysis and create custom training plans across business units and functions to ensure that all employees have the required competencies to excel in their roles.• Review and revise course materials to ensure they are in line with operating processes, procedures and systems.• Excellent Storyboarding and ability to prepare effective presentations/content for training• Embrace different and newer styles of training techniques, including e-learning, tutorial sessions or coaching.• Deliver trainings as per training calendar agreed with the business• Work with various stakeholders to coordinate and organize training sessions.• Lead train the trainer initiatives in the organization to enable seamless delivery of the trainings, while enabling scale.• Manage all in – house and/or external traning programs within the stipulated budget• High Internal Customer Satisfaction Index with reference to learning and development initiatives• Lead initiatives on career paths to provide visibility to colleagues on the possible career trajectories within the organization• Hands – on with the use of Learning Management Systems• Ensure training SLAs and quality of content and delivery

Gurugram, Haryana, India

Delivering high quality in-person and virtual instructor-led training programmes to seasoned professionals Partner with internal and external stakeholders in the development and delivery of training.Contribute to Learning Management System (LMS) with courses, assessments and other training toolsCollaborate with colleagues to achieve needed resultsManage social media activities for Emergence

Pune, Maharashtra, India

I help Evosys tell the story of how they've taken Oracle Cloud to new heights and newer skies!

Hyderabad, Telangana, India

Gurgaon, India

Conduit of information between the employees at large and the CEOPrepare briefing documents and guides him on what and how to communicate Help in writing speeches, making power point presentations and preparing background notes and agenda for crucial meetings. Support CEO with meeting agenda creation, preparation, execution, and ongoing follow-upEnsure clear timelines and deliverables are set and coordinated with meeting attendeesFollow up on deliverables and relay information regularly to the CEOProactively identify ways to improve the efficiency and efficacy of the CEO and Management Team

Gurgaon, India

Being a point of confidence for all employees so that they can raise professional and personal issues in a trusted setting.Designing and implementing corporate training solutions across the organizationCreating an integrated employee engagement plan in consultation with the management for massesSetting up an employee satisfaction survey processHandling internal and external communications including but not limited to company wide mailers, intranet content updates, social media posts etc

Gurgaon, India

• Responsible for end to end Training framework formerly known as HyperQuality Cross Training, Change Management Training & Employee Development activities. • Successful implementation of Training Calendar, • 100% adherence to certification and re certification on Process Training.• Drive KM initiatives, Knowledge Management forums and Best Practice forums • Contribute by taking up training delivery in soft skills and/or functional skills topics. • Responsible for Attrition risk mitigation along with Operations manager including Key roles and succession planning Reduction in Cost of Training (bringing in market best practices). • Responsible for adherence to Training SOPs • Create an effective cross training model • Account wise half yearly Training Need Analysis and review. • Review Progress with Operations on monthly basis and publish Monthly Training Dashboards.

Gurgaon, India

• Responsible for end to end Training framework- Such as New hire Training, Process Training, Cross Training, Change Management Training & Employee Development activities. • Successful implementation of Training Calendar, • 100% adherence to certification and re certification on Process Training.• Drive KM initiatives, Knowledge Management forums and Best Practice forums • Contribute by taking up training delivery in soft skills and/or functional skills topics. • Responsible for Attrition risk mitigation along with Operations manager including Key roles and succession planning Reduction in Cost of Training (bringing in market best practices). • Responsible for adherence to Training SOPs • Create an effective cross training model • Account wise half yearly Training Need Analysis and review. • Review Progress with Operations on monthly basis and publish Monthly Training Dashboards.

New Delhi Area, India

Handling Training batches and equipping them with the skills required to go live on the customer service floor

Train new recruits in the areas of CORE Training verticalCarry on voice coaching activities on the operations floor for maximum effectiveness of trainingConduct TNA for in-training and on-floor employeesParticipate in forums for continuously revamping the V&A content to customize it as per business needs

(got promoted as an Asst Mgr post that)Impart Voice & Accent / Culture and soft skills training to new hires and existing agents. Conduct refreshers for Voice and Accent and Soft Skills training. Document Pre, Mid and Post scores in a timely manner. Ensure completion of Batch Report within 24 hours of completion. Up skill on Voice Academy Curriculum to address border line Agents. Conduct TNI and documentation of all activities Conduct On the Job / Transition Trainings Proactive need based Content creation Provide Support to Processes (Monitor calls and provide feedback to assigned teams) Coach and develop teams and peers through leadership and assertiveness Conduct refresher sessions for the floor and capture Pre and Post scores. Conduct Interviews for New Hires after being calibrated through a process.

Handle Communication and Soft skills training for new joiners as required.Identify Training needs of agents and develop creative training programs.Involve in designing Training curriculum, Student handouts, Instructor Manuals, PPTs, Mock calls, Role Plays etc.Handle Refresher trainings (Skill Upgrade)Handle Remedial training for the identified bottom performers & report on their performance progress to the Training ManagerWork closely with Quality team to use recorded calls from floor in training and to customize training according to Project/process.Measure and Quantify performance of the trainees during training – Post training Reports of agent-wise/parameter-wise improvement to be sent to Training manager.Evaluate Agent performance through On-line/written tests and Mock calls during training

Handle Communication and Soft skills training for new joiners as required.Identify Training needs of agents and develop creative training programs.Involve in designing Training curriculum, Student handouts, Instructor Manuals, PPTs, Mock calls, Role Plays etc.Handle Refresher trainings (Skill Upgrade)Handle Remedial training for the identified bottom performers & report on their performance progress to the Training ManagerWork closely with Quality team to use recorded calls from floor in training and to customize training according to Project/process.Measure and Quantify performance of the trainees during training – Post training Reports of agent-wise/parameter-wise improvement to be sent to Training manager.Evaluate Agent performance through On-line/written tests and Mock calls during training

Adherence to the SLA’s – Quality and AHT Interact with client on transactional issuesReview daily key operational variables Develop back up and contingency plansHandle escalations as and when the need arisesProvide subject matter expertise on processes Identify potential people issues amongst the team & resolve the same on a proactive basisConduct scheduled one on one’s and coaching sessionsAssess performance of Team Members and conduct performance appraisalsProvide coaching and feedback to team membersHold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution Assist new hires such that they are productive on the floor in the shortest possible time frameAssess training needs, provide training opportunities and train new hires and existing staffAppropriately use Rewards & Recognition to energize to motivate Team MembersHandle all logistics related issues

Training new hires on process related knowledgeStandardization of SOPs of the processCreating training modules for new hire trainingAnswering Inbound Calls from U.S customers providing technical assistance on GE Financial Assurance websites.BCP/ DRP leader for my team which involves conducting cold and hot tests for various other Genpact sitesWorked with the Non Cards Collections Process at GECIS Jaipur that essentially requires:Making outbound calls, & complaints of the customers & tracking in Siebel 7.0Tracking customer complaints in Siebel 7.0Won many intra team contests such as highest contacts for the month, highest promise kept rate & least wrap up time.Designed and created a format so that SOPs were available not in hardcopy but in online format.Other Achiements:An active volunteer of Elfun: A voluntary association of GE Employees committed towards doing their bit for the society’s upliftment.Newsletter SynerGE and BUZZZ: Editor for the two inhouse magazines SynerGE and BUZZZ that provides a comic relief to the employees after a hard day’s work. SMS: Successfully carried out the role of Subject Matter Specialist in Collections Process that helped new hires come up the learning curve quickly.Asst Event Manager of ‘Parikrama’ the annual festival marking the anniversary of GECIS, Jaipur

Bachelor Of Arts (Ba), Economics

B.A, Economics

Diploma; Diploma, Computer Proficiency