Shraddha Acharya Email & Phone Number

Bengaluru, Karnataka, India

• Responsible for on-boarding and up-skilling RMs for Personal Loan department
• Setting up the training and quality team in line with market standard
• Designing training modules, content aides and creatives for employee workshops (RMs through SVPs)
• Introduce quality audit parameters to the team and update it at appropriate time intervals
• Designing the new hire training schedule and delivering classroom and virtual training sessions
• Collaborating with the Learning and Development team to conduct trainings on behavior and communication topics

Bengaluru, Karnataka, India

• Handling a team of trainers managing Axis Credit Card and Customer Value Management department
• Delivering leadership, skill building and product training for digital officers and leadership
• Conducting training for Axis Bank branch employees
• Conducting TTTs for trainers across locations
• Performing TNAs and TNIs for all the LOBs
• Engaging with the stakeholders (regional managers and quality team) to identify defaulters and chalk out an improvement plan

Mumbai, Maharashtra, India

• Conducting communication, product and process sessions for the new hired employees (Mumbai and Secunderabad)
• Creating and editing training content
• Introducing industry standard monitoring parameters
• Performing monthly TNA to create training calendars for the shopfloor
• Working closely with the Quality Team to discuss the TNA and develop methods to fill gaps
• Monitoring calls and emails for audit purpose, as and when needed/ required

Mumbai, Maharashtra, India

• Conducting soft skills sessions for Mortgage Services (all businesses)
• Editing soft skill content for Technology Services
• Conducting soft skills sessions for Technology Services
• Writing new hire content for American Culture and Customer Service skills
• Writing content for an e-module for behavioral training
• Preparing a handover sheet for pre-process to process training transition phase

Mumbai, Maharashtra, India

• Processes trained from a Voice and Accent stand point:
• Virtual Contact Centre (VCC) - Credit card process for Barclaycard
• Ideal Shopping Direct (ISD) -Television and online shopping process for UK based customers
• Easy Jet - Airline ticketing process for EU and UK customer base
• Mortgage Services - Process related to mortgage services provided by Barclays
• Have conducted sessions particularly for soft skills to enhance NPS and improve customer experience

Mumbai, Maharashtra, India

• New Hire Training (NHT) for customer services, which includes V&A, Soft Skills and Process Training
• Cross skill employees from different departments like Retention, Customer services, Broadband and Sales
• Trained employees for audit purposes internally
• New Hires Training (NHT) for Complaints team which includes up-skilling and delivery of different skillsets together
• Worked with the Content Transformation team to develop and write delivery content and also designed layouts for web modules
• Worked closely with the Soft Skills Team and OJT in helping them achieve the clearance target

Mumbai, Maharashtra, India

• Customer Relations Advisor in Customer services (Feb 2013 to Oct 2014)
• Billing Analyst (Nov 2014 to Mar 2015)

Mumbai, Maharashtra, India

• Collaborating and coordinating with ATM technicians in the United States by assigning workorders for troubleshooting faulty NCR ATMs