I am currently working with GICE, an English Language training centre in Beijing. GICE has been involved in teaching English to Chinese students for the last 7 years. The company has its own training centres in which English classes are conducted. In addition, GICE provides teachers to kindergartens and schools. (At present, GICE employees are residents of the USA, UK, South Africa, Iran, Morocco, Philippines and India)

I am currently working with SSSSPL, which is a joint venture between State Street USA and Syntel. State Street Corporation is a financial services and bank holding company which provides investment management and financial data analytics for institutional investors. With centres in Pune and Mumbai, I work across locations in coordination with team members and stakeholders at both locations.Work Profile: My primary responsibilities in the role entail the following: Develop and deliver training modules to SSSSPL employees from associate to managerial level Conduct TNI/TNA to identify and assess future and current training needs through job analysis, assessments, VOC and consultation with line managers Draw overall or individualized training and development plans that address needs and expectations Ensure that statutory training requirements are met as per QMS and ISO so to be audit compliant

I worked as an English Communication teacher with GEMS Our Own High School in Dubai. Though I primarily taught the 6th and 8th grades, I also worked with other middle and senior school grades for preparation for competitive exams.Work Profile: My primary responsibilities in the role entailed the following: Help the students to improve their English Communication skills by improving their grammar, pronunciation, presentation skills, body language, etc. Provide training to students to prepare them for the IBT (International Benchmarking Test) held in 2016. Train and guide senior school students for inter school competitions. E.g. United Nations Simulation Conference, Winchester Model United Nations. Contribute to and edit the English Enrichment books (Grades 5 & 6), which are tailor-made to enhance written English skills among the students.

I worked with the IBM VASS Training Team for close to 6 years. I completed a rigorous Train the Trainer Program and am a Certified Trainer for IBM. I was initially with the floor support team for an ISP and was later aligned to the New Hire Training team and the PAN India Command Centre. My primary responsibilities in the role entailed the following: Conduct Training on Accent Neutralisation, English Language, Interpersonal Skills, Customer Service, Product & Process Deliver training programs across varied process and topics while adhering to developed classroom agenda/timelines and content flow Mentor new trainers for their T3 (Train the Trainer) certification. Train and develop trainees as required by operations and in line with client and quality department Conduct regular TNA (Training Need Analysis) based on the Defect Analysis derived by Quality and come up with customized training programs Develop and update training material, manage training delivery, measurement and follow-up as necessary. Conducting voice checks (Language, communication, interpersonal skills) for potential hires for IBM GPS, PAN India Campus hiring for all IBM GPS locations across India Have worked, as part of a team, to create training modules on Culture Sensitization based on research done on customs and behavioural patterns in the UK, the US and the Arab Emirates. Work in accordance with SOPs and BPMS documents Monitor trainees’ progress, provide feedback and motivate the trainees to improve their skills. Create evaluation reports to assess trainees’ performance, complete follow-ups post training & maintain records for training conducted, coaching observations, feedback. Calibrate regularly with operations, quality and clients to understand the changing requirements. Assist trainees through nesting period to make them competent enough to start production Generate training related MIS and other reporting routines as required by process and procedure.

I joined WNS as a senior associate and was promoted as the Subject Matter Expert (back-office operations) of my team within 15 months of joining. I joined the training team in January 2008 as a Voice & Accent/Pre-process trainer. I have received appreciation for my performance as an agent as well as a trainer through monthly and annual awards.Work Profile: My primary responsibilities in the role entailed the following: Conduct Training on the Product & Process (Insurance Claims Settlement & FSA – Financial Services Authority, UK) Perform regular TNA to gauge prevailing requirements related to providing excellent customer support on the floor and to design and deliver training modules accordingly Conduct Training on Soft Skills, Customer Service, Interpersonal Skills Deliver training programs across varied process and topics while adhering to developed classroom agenda/timelines and content flow Train and develop trainees as required by operations and in line with client and quality department Monitor trainees’ progress by regularly auditing calls, provide feedback and motivate the trainees to improve their skills. Assist trainees through nesting period to make them competent enough to start production

I worked for a leading Internet Service Provider in the UK. It was a semi-technical process, wherein we handled calls from Internet account holders who called regarding either technical difficulties while connecting to the internet and installing the software or hardware, or with general enquiries about their Internet account. Mphasis India Pvt LtdDepartment : OperationsDesignation : Senior Customer Service AssociateTenure : June 2003 – December 2005We provided service to American Clients (Citibank, now JP Morgan Chase Group) over the phone. The job included receiving inbound calls and making outbound calls. We handled customer queries regarding their contracts for card swiping machines, general information about the program and problems with their equipment. Through outbound calls, we did technical troubleshooting on the equipment and either resolved the problems or replaced the equipment. My job also included making end of day and end of month client reports and quality checking reports for possible errors and training new team members on the product and process.