I am responsible for designing and conducting New Hire Training for new joiners on communication, soft skills, US culture, Case handling and customer service-Identify training needs by evaluating CSAT performance andcustomer feedback and create training plans to enhanceperformance.-Develop coaching and learning plans in line with data on staffperformance and consultation with leads or managers for new aswell as tenured employees.-Design, maintain, and… Show more I am responsible for designing and conducting New Hire Training for new joiners on communication, soft skills, US culture, Case handling and customer service-Identify training needs by evaluating CSAT performance andcustomer feedback and create training plans to enhanceperformance.-Develop coaching and learning plans in line with data on staffperformance and consultation with leads or managers for new aswell as tenured employees.-Design, maintain, and update Training Content and curriculum.-Keep accurate, up-to-date records of Training and Coaching-Conduct Quarterly PKTs and coach employees based onperformance and scores.-Prepare coaching sessions in line with best practices forintercultural and language learning for New Hires as well asexisting staff.-Analyze the quality of analysts in terms of language andintercultural competencies for phone calls, emails, and chatmessaging.-Drive additional projects in line with organizational goals. Ex:employee engagement initiatives, corporate CSR events, RNRPrograms, etc. Show less

-Led the Training Team in Atome India (NeuronCredit Technologies) -Conducting Certification for New Hires and preparing them for operations. Providing assistance and closely monitoring the new joiner performance till the completion of Probation.• To coordinate with the Senior Managers and Team Leaders to identify the Training needs on the floor and conducting upskill and refresher trainings periodically.• Conducting post effectiveness evaluation after Refresher/upskill… Show more -Led the Training Team in Atome India (NeuronCredit Technologies) -Conducting Certification for New Hires and preparing them for operations. Providing assistance and closely monitoring the new joiner performance till the completion of Probation.• To coordinate with the Senior Managers and Team Leaders to identify the Training needs on the floor and conducting upskill and refresher trainings periodically.• Conducting post effectiveness evaluation after Refresher/upskill training through Tests and Quizzes.Preparation of Training Material for every product Launch and circulating the same to the advisors on the floor along with Detailed Classroom Training session.• Promote a team-oriented environment through people development, strong leadership, continuous improvement, and cross-functional support.• Liaise with Product and Back end development team and preparing the end to end Training Plan, module material and handouts.• Circulation of updated training material on the floor as per requirements.• Feedback sharing with agents and advisors based on performance and reduce process gaps on floor.•Coordinate with different departments and planning and coordinating different Training and Development activities for Process and Business in a monthly basis.•Systematically auditing agent calls and identifying process gaps, ensuring the feedback is shared with the concerned team.•Preparation of Weekly and monthly Training Schedules and reports and publishing the same to the management as per requirement.•Providing Training and Development related insights to top management on a monthly basis in order to improve the expertise of employees.•Providing Floor support to agents on product and process related queries.•Carry out Communication and Soft Skills training from time to time to improve customer experience and Language.•Leading daily huddles and suggesting training refreshers based on feedback obtained from the Team Leaders and SMEs. Show less

-Was responsible for handling 3rd level and High net worth customer escalations via emails, received through online complaint portals for Axis Bank India operations. -Performing RCA using various internal banking tools and contacting customers with resolution within mentioned SLA. - As the last level of escalations before Banking Ombudsmen, was responsible for providing out of the box customer service.

-1. Handling Amazon Seller queries across the North American region for Amazon.com (US) platform pertaining to their listings on the website,inventory, payments and Offers and much more2. Collaborate and coordinate with the various internal resolution teams andproviding end-to-end resolution to the Sellers within the SLA. 3. Timely communication and Educating Sellers about the products and serviceswithin Amazon. 4. Preparation and Tracking of Reports and sharing the same… Show more -1. Handling Amazon Seller queries across the North American region for Amazon.com (US) platform pertaining to their listings on the website,inventory, payments and Offers and much more2. Collaborate and coordinate with the various internal resolution teams andproviding end-to-end resolution to the Sellers within the SLA. 3. Timely communication and Educating Sellers about the products and serviceswithin Amazon. 4. Preparation and Tracking of Reports and sharing the same with the team forbetter insights and process improvements. Show less