Training Development and Delivery Work closely with Ops SMEs and Quality Analysts to derive TNI and curate remedial training plans across 70+ workflows Ensure the Trainers’ infuse and deploy Gagne’s learning principles and hierarchy of learning in the curriculums and facilitation (aligned with Adult Learning principles) Employ curriculum designing methods to suit the training needs (ILT, self=paced, New hire, Refreshers, Product updates) Bring into play the ADDIE model to design content develop the facilitators and participants guide Effectively use the Kirkpatrick’s evaluation model to derive ROI from the shared learning (ILT & Self-paced) Build Self-paced modules(asynchronous learning mode) for learners to stay abreast with the required content Skills, Competency and Proficiency Built the skills and competency matrix for the org. to restructure the job families & streamline the IJP assessments Empowered 500+ employees to skill up in their career paths and move across workflows in Q2 & Q3 of 2023 More than 30 competencies identified and defined for Tech, Nontech and Ads processes (Behavioral and Tech skills) Collaborate with TA and HRBPs to understand the org. skills and create diverse paths for enrichment Created a a quick and easy update and governing model to stay relevant Project Management Work with global teams to Initiate, Plan, Execute and Govern, learning projects across sites in GOC (resulting in better CSAT, quicker TRT) CSAT by 13%; TRT by 8% Q2 to Q3 Usage of Kanban and iterative methods to storyboard and build MVPs or prototypes before mass deployment of the training/content Ally with Communication and Engagement team to ensure all training standards are met and compliant Communicate with SLT and key stakeholders to effectively align with the business vision to build, execute and close projects (understand the scope) Ensure the learning is aligned with organization’s policies, is engaging, easy to access and user-friendly Make the content available on internal LMS (Workday and Google’s platform) for close to 5000 employees

Manage a ream of 12 Trainers and Quality Analysts Ensure the quality of the project is above 95% Check the quality variance and business performance Identify challenges and solutions through the use of Pareto chart (RCA purpose) Lead development initiatives in the Written and Verbal communication realm for 3 Business verticals Conduct New Hire drives Train analysts in V&A and Behavioral training for video conferencing Conduct trainings based on the learning styles (Kinesthetic, Auditory and Visual) Trained 90 new hires in 8 months individually(V&A, Grammar, written skills, Behaviour and soft skills) Conduct audits for the analysts monthly (330 email audits and GVC audits) TNIs - Refresher training Coaching and Feedback for SMEs, Quality Analysts and Analysts Validate cases for the analysts in focus group (changes every month based on the individuals performance) Design content (verbiages, training decks, canned responses, Tip of the day etc.) Execute and report out client trainings Train the SMEs and budding Trainers (Facilitation techniques) Calibrate with the SMEs and the Quality Analysts Overall Process Communication score improvement: (Q3) 87.32% - (Q4) 91.92% Projects - Helped launch new processes and workflows Boot camp (Trained the BQs and recorded an improvement of 700 basis points in a month. From 86.56% to 93.20%) Training standardization Program (trained the SMEs and QAs to maintain equilibrium in checking and drafting emails)

- Trained 75 new hires in 22 months (Voice and Accent, Grammar and Soft Skills) - Worked with the Focus groups in times of Code Red to help them come up the curve (78% to 86% in 1 month) - Identified the gaps and trained the group on finessing response - Trained the Focus groups on: exuding empathy, customer centricity and going above & beyond - Helped the Operations team to smoothly launch and run Chats - Created a repository of responses and situations for chat - Revamped the chat process to increase the survey offer rate, resulting in an increase in Csat % (89% to 94%) - Improved the customer experience on chat by training the analysts on personalization and spontaneity - Finessed responses for tech-savvy and new clients differently - Conducted interviews - Trained the Trainers (Upskill the new trainers; Facilitation techniques) - Worked on Pilot Projects (Self Sufficiency, Voice and Customer Categorization) - Planned Trainings & Content Development - Coached Analysts using different techniques (Emotional Intelligence, Johari Window and the GROW Model) - Managed Reports and Dashboards - Worked closely with the Quality team to measure the Analysts’ Case Quality Scores - Validated the Analysts’ responses - Measured the performance based on pre and post-training scores

• Trained new hires on Product (Amazoncom) and Voice and Accent • Conducted refreshers for the representatives on the production floor (product and communication) • Conducted interviews • Trained the Auxiliary/budding trainers • Developed content of email responses for the Customer Care Associates • Conducted trainings based on Training Need Analysis

• Handled corporate cards for Companies based in USA (mostly fortune 500) • Grew as a Content Expert (SME) in a year, trained the new Joiners • Was promoted as a TL Intern in a year and a half • Sent Regular quality updates to the team to avoid any process gaps • Helped CCPs to work on the areas of opportunity, by monitoring their live calls

Played the role of Sr Customer Care Officer, handled Consumer cards for customers in the USA