A human resource professional with 9 years of experience in behavioral interviewing, training, employee retention and customer service. Creative, organized, action oriented and loves to have fun while working hard. Successfully led long and short term projects, delivered superior customer service while working with stretched targets and tight deadlines and successfully trained and developed an entry level team into exceptional coaches and training professionals.
Behavioral Interviewing -CPBA (DISC) Certified
Talent Assessments & training
Certified Coaching Consultant
Planning & organizing
Creating captivating posters and flyers
Highly customer & people focused
Work Authorization: On L2 visa, authorized to work in USA.
Wipro InfotechSenior Executive - Talent Transformation | Bangalore, India | June 2010 - June 2015Training & Facilitation
Drive behavioral training coverage for the India and Middle East regions through classroom & virtual training.
Manage TNI, planning, delivery and effectiveness measurement. Trained over 3K employees through classroom training and over 5K employees through virtual training per year on various soft skills, effectiveness and management programs.
Primarily focused on new managers/team leads and worked closely with them through the "Budding Manager" series training them on key skills like coaching, collaboration and goal setting etc.
Facilitate classroom and virtual training sessions for on personal effectiveness, communication and customer service skills.
Evaluate and ensure calibration among all training vendors in order to provide a seamless training experience to employees irrespective of geography.
Manage cost optimization, timely closure of requests and accuracy in payments.
Develop training content based on skill gap analysis and identified training needs needs specific to accounts.??
Hiring and Interviews:
Created role based talent assessments for various roles across levels
Conducted comprehensive behavioral interviews and provided critical feedback on candidate competency for respective roles.
Created role-wise frameworks for competency mapping and development over a three month period.
T rained and calibrated panelists and sourcing agencies on a regular basis which contributed to improved sourcing accuracy and faster TAT.
Ensured clear and comprehensive JDs and skill sets for the department\\'s job postings.
Facilitate new employee induction sessions.
Sitel India Ltd, Chennai, IndiaLearning Specialist - L&D | Chennai, India | October 2007 - June 2010Training and Coaching
Owned the "Impact" initiative for the site which involved collaborating with business accounts, management and L&D in order to create a coaching culture in the organization. Trained and certified 16 team mangers on coaching skills and mentored them through the process of coaching their teams over a period of six months.
Communication and customer service trainer for a service representatives in Canadian and American accounts.
Introduced the Peer to Peer mentoring process within the L&D team.
Created a process flow (SOP) for Training incentive for associates.
Hiring and recruitment calibration:
Screen entry level candidates on communication skills for voice, email/chat and back office projects
Interview trainers and coaches on presentation and communication skills.
Ensure calibration in the recruitment panel by conducting weekly calibration session and audits with sourcing agencies, recruiters and other interview panelists.
Facilitate induction for new hires.
Participate in vendor drives, campus drives and job fairs for recruitment.
Identifying possible attrition for associates within training by means of 1:1 sessions, performance audits and weekly feedback. Co-coordinating time to time meetings/sessions between the potential attrition candidates and the corporate HR team and follow up on the same. Ensure timely closure of issues raised by associates during the training phase.??
WIPRO BPOCommunication & Customer Service Trainer | Chennai, India | April 2006 - June 2006
Communication skills, customer service and soft skills trainer for three telecom accounts in USA.
Trained associates on American culture and consumer behavior.
Created a comprehensive gauge sheet to assess, direct and help associates improve customer service levels.
Was awarded "trainer of the quarter" for Q4 2006.
WIPRO BPOCustomer Service Representative | Chennai, India | August 2004 - March 2006
Provide customer support to troubleshoot internet related issues for a telecom account in the US.
Received client CSAT award for maintaining an average Customer Satisfaction score of 89% for the entire year 2004-2005.
Awarded CSAT survey topper in Feb 2006.
Was part of the CSAT "Hall of Fame" for 18 consecutive months.
Bachelor of ArtsEnglish Literature, Political ScienceHimachal University, IndiaIndia, | 2005
DISC - Certified Professional Behavioral Analyst
High Impact Presenter - Dale Carnegie
Coach Blitz Trainer (Leadership Skills for new managers) - Sitel Leadership Team