Yeeshu . Email & Phone Number

Delhi, India

India

• Management of internal communications for the Technical Expertise Center (TEC)• Facilitation of technical content and content pertaining TEC initiatives• Planning, execution, support, & communications for TEC events • Management of TEC internal channels such as Yammer, Sharepoint, & Mailboxes for specific Tech CoEs• TEC specific campaigns• Liaison with central marketing, industrialization, and digital teams towards common goals.

Noida, Uttar Pradesh, India

Heading training & creative services for the Sopra Steria RPA CoE.Role includes :-End to end RPA training management-Communications, Branding, & Events-R&D focused on business development-Pre-sales Support-Ui/Ux design for in house apps

India

Managing Digital Media, Training, Partner Enablement, and more for the RPA Center of Excellence

Noida Area, India

My responsibilities as a Training and Quality specialist included end to end Soft Skills solutions, detailed below:> Interviewing candidates (Communication/V&A round)> Creating training content for the new hire batches as well as existing employees.> Training new hires as well as existing employees on skills like, Grammar, Sounds, Customer service, Active listening, Listening comprehension, UK Culture, etc> Monitoring calls and sharing feedback on soft skill parameters> Conducting mock call sessions as per requirement.> Up-skilling back end resources on communication skills.etc.

Freelance Voice and Accent training for brands like HCL Technologies.This was core New Hire Training around Sounds, Grammar and Customer service to enable trainees develop the skills required to interact with clients based internationally, and to be able to clear the Versant asssessment in order to do so.

New hire training - Voice and Accent: Evaluating new hires on the basis of communication by conducting mock calls for them. Maintaining reports like voice profiler, Behavioral report card, Employee life cycle, Probable Attrition, etc.Handling all admin related work for the batches (Access enabling, roster management, batch closure, Org restructuring, etc.) Content creation (as per requirement)- Empathy statements reference sheets, Ownership statements reference sheets, reference sheets for pronunciation of process specific words, etc.Module completion, PPT driven and E-learning. (Pronunciation –Sound foundation, Grammar, Culture and Customer service) Performing soft skill reinforcement sessions during process training. (Conducting mock calls with the process trainer and sharing feedback around pronunciation, grammar and customer service- responses, politeness, professionalism, etc.Assessing the trainees in the process phase on the communication parameters- pronunciation, grammar, customer service, etc.Coaching/Floor support: Auditing live and recorded calls.Sharing feedback regarding the calls audited.Conducting soft skill training sessions for agents on the floor and batches in OJT in order to help them communicate effectively on calls. – Commonly observed feedback, grammar, pronunciation, customer handling, listening comprehension, customer service, etcTraining new hires on the Culture module prescribed by the organization. (UK/US culture)Developing content basis the audits to improve the communication skills of the agents. (Commonly made pronunciation errors, commonly made grammatical errors, error trends- Tenses, SVA, Indian-isms, responses, etc.)Creation of reports (Training need analysis, Defect Analysis, Non sat analysis, Review decks etc.)

B.A. English Hons, English

High School, Humanities

Activities and Societies: Participated in inter-school arts and crafts competition. Anchored school programs/events within and outside.