manager in training and transactional quality resume example with 15+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Career Objective
  • A competent professional with extensive experience in Customer service, Quality assurance, Vendor/Client Management and Training Management. Proficient at managing & leading teams for providing high class customer service
  • Pursued continuous development opportunities to IT Service Industry expertise and enhance support for internal and external customers. Driven leader with excellent problem-solving, decision-making and conflict resolution skills. Analytical and results-focused in addressing organizational issues and implementing corrective actions
  • Contributed to development of procedures, service standards for achieving business excellence. Possess proactive attitude, capability to think in & out of the box. Excellent interpersonal, communication and organizational skills Strategic Planning
  • Worked on Process Improvements & Automations Designed & introduced various tools and services to accelerate efficiency and constant re-modelling to cater to the business adaptations
  • Employment Scan:

Since May’10 to May'22 with HCL Technologies Ltd.

  • Global Service Manager- Training/Quality Management- Cross Functional Services- Handled a team strength of over 30 to ensure Quality Audits are performed as per the defined SLA with proper sanity

Deputy Manager in Training/Quality Management- Cross Functional Services

Assistant Manager in Training/Communication Coach- Handling a Team to cater to the Project specific Quality Audits/Training requirements

Since Jan'07 to May'10 with Convergys India Pvt Ltd.

Delivering calls/Email/chat Audits of Technical Support/Customer Service agents in various projects and providing suggestive feedback for their improvement

Escalation/Performance Management programs initiated based on gap analysis

Training New Hires and Mentoring

  • Staff Leadership
  • Work Planning and Prioritization
  • Managing Operations and Efficiency
  • Verbal and Written Communication
  • Recruitment and Hiring
  • Documentation and Reporting
  • Instructor Evaluations
  • Training Manual Creation
  • Administration and Reporting
  • Customer Relationship Management
  • Interpersonal Relations
  • Negotiation and Conflict Resolution
  • Computer Skills
  • Inter-Department Collaboration
  • MS Office
  • Human Resources Management
  • Training Program Development
  • Course Design
Manager in Training and Transactional Quality, 05/2010 - 05/2022
General Investment & Development Companies Carrollton, TX,
  • Attended meetings and educational webinars to attain knowledge and competency to succeed in evolving market landscape.
  • Utilized technology to engage customers. identify needs and present solutions.
  • Assisted with coaching and leading team to meet sales and service goals.
  • Liaised with management to learn and align company's strategies and values.
  • Enhanced leadership abilities through training and hands-on task completion.
  • Audited department processes to identify areas for improvement.
  • Acted on training and mentoring opportunities to set team members up for success.
  • Worked closely with customers to understand needs and resolve diverse issues.
  • Handled a team of 30 to ensure Quality Audits are performed as per the defined SLA with proper sanity for global clients
  • Escalation/Performance Management programs initiated based on gap analysis
  • Automation solutions were derived through pro-active process inefficiency analysis and performance base lining - associated with project teams for creation of BOTs to deliver customer oriented solution
Assistant Manager, 02/2014 - 06/2018
HCL Technologies City, STATE,
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Resolved customer inquiries and complaints requiring management-level escalation.
Assistant Manager - Talent Management, 02/2014 - 04/2017
HCL Technologies City, STATE,
  • Recruited and trained new employees to meet job requirements.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
  • Collaborated with recruitment and HR team to determine organizational needs and position requirements for potential employee candidates.
  • Conducted new hire orientations to provide company information, establish performance requirements and fulfill staffing needs
  • Hiring- Communication screening of the applicants to assess the candidates’ Inter-personal skills on certain parameters. Communication screening for Campus Recruitment comprising of over 300 candidates/hiring drive
  • Automation solutions were derived through pro-active process inefficiency analysis and performance base lining
Senior Customer Care Executive, 01/2007 - 05/2010
Covergys City, STATE,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Answered customers' questions about services and products offered at American Express Card services.
  • Mentored junior team members and managed employee relationships.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Monitored monthly customer service metrics for each customer service associate.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Promoted available products and services to customers during service, account management and order calls.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Maintained high satisfaction score by consistently resolving first-call issues.
Education and Training
M.A: Political Science, Expected in 01/2007
Delhi University - Delhi, India,
Status -
B.A. (Hons: Political Science, Expected in 01/2005
Shivaji College, Delhi University - Delhi, India,
Status -
Senior Secondary: , Expected in 01/2002
Raisina Bengali School - Delhi, India,
Status -
  • Completed PGD in Human Resource Management from IMT, Ghaziabad
  • Completed Six Sigma Yellow belt, Green belt Knowledge achieved, Project on hold
  • Knowledge of Service Now Tools - Part of migration and training
  • LMS(Learning Management System)- Developed, administered and modulation performed
  • SharePoint- Part of migration and training
  • Diploma in Computer Basics (Microsoft Suite) from NIIT, Delhi
  • (Business English Certificate) BEC Certified from British Council
  • Achievements: Received various Certification of accolades for a consistent & Outstanding performance
  • Done a 5 years Course in Classical Music(Vocal) from Gandharva Mahavidyalaya, New Delhi
  • Awarded as Best in Vocal Music in School
  • Won Certificates & Medals in Sports & Music Competition
English :
Full Professional:
Negotiated :
Hindi :
Negotiated :
Bengali :
Native/ Bilingual:
Negotiated :

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Delhi University
  • Shivaji College, Delhi University
  • Raisina Bengali School

Job Titles Held:

  • Manager in Training and Transactional Quality
  • Assistant Manager
  • Assistant Manager - Talent Management
  • Senior Customer Care Executive


  • M.A
  • B.A. (Hons
  • Senior Secondary

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: