Training Leader  •  Google Operations Center

May 2020 - Present

Training Development and Delivery

• Revolutionized Learning:Pioneered engaging comic strips to deliver essential skills and boost customer experience, making learning relatable and impactful
• Data-Driven Training: Collaborated with stakeholders to identify needs and develop targeted training for 70+ workflows, ensuring alignment with Adult Learning principles
• Multi-faceted Delivery: Implemented diverse training approaches (ILT, self-paced, etc.) to cater to varied learning needs and preferences for the Learning academies (PGM, Marketing, etc.)
• Impactful Design & Evaluation: Utilized ADDIE and Kirkpatrick models to ensure comprehensive content design, measure ROI, and improve learning outcomes across both ILT and self-paced formats
• Engaging Innovation: Employed innovative techniques and interactive elements to enhance retention, create immersive learning experiences, and foster deeper understanding (Dale's cone)

Talent Development

• Revolutionized Talent Management: Developed and implemented an organization-wide skills matrix, standardizing assessments and facilitating seamless internal job transitions for over 600 employees
• Empowered Career Growth: Identified and defined key competencies across technical, non-technical, and ad processes, enabling diverse career advancement opportunities
• Strategic Collaboration: Partnered with Talent Acquisition and HR to map skill requirements, creating tailored enrichment pathways and career development programs
• Dynamic Skills Management: Innovated a dynamic update and governance model, ensuring skills remain current and aligned with industry standards
• Standardized IJP Process: Streamlined internal job posting assessments through the implementation of the skills matrix, promoting transparency and fair selection

Project Management

• Led Global Transformations: Successfully spearheaded global projects like up-skilling trainers, launching new quality frameworks, implementing customer-centric initiatives, onboarding new processes 
• Championed Customer Centricity: Designed and led an interactive "Customer Journey Exhibition" to enhance employee understanding and foster a customer-centric mindset across the organization
• Delivered Measurable Results: Spearheaded cross-site learning projects, achieving a 13% increase in CSAT and 8% reduction in TRT through innovative project management and execution
• Embraced Agile Practices: Utilized Kanban and iterative methodologies for efficient development, incorporating Generative AI for content creation and optimization
• Streamlined Training Development and Vendor Management: Partnered with stakeholders to ensure compliance, leveraged Prompt Engineering with Gen-AI for efficient content creation, and coordinated with Risk Assessment and Procurement teams for smooth vendor onboarding related to training development

Team Leader  •  Cognizant

February 2018 - May 2020

• Empowered High-Performing Team: Led a team of 12 trainers and analysts,fostering a culture of continuous improvement and achieving consistent project quality exceeding 95%.
• Developed and Delivered Impactful Training: Championed impactful training initiatives (written & verbal communication, new hire onboarding) resulting in measurable improvements in communication skills and process efficiency.

Senior Communications Trainer   •  HCL Technologies

March 2016 - January 2018

• Empowered High-Performing Teams: Led and upskilled diverse teams (75 new hires, new trainers) in critical skills, resulting in a 20% increase in overall team competence and a 10% improvement in communication effectiveness.
• Championed Strategic Initiatives: Spearheaded pilot projects and implemented innovative training solutions (chat services, self-sufficiency) leading to a 5% rise in customer satisfaction and a streamlined chat process with increased survey offer rates.

Lead Voice and Accent trainer  •  Concentrix

March 2015 - August 2015

• Developed and delivered impactful training programs: Trained new hires on product knowledge, voice & accent, and conducted refreshers for existing representatives, ensuring effective communication and product expertise
• Nurtured future talent: Identified and trained budding trainers, equipped them with necessary skills, and developed customer service content, fostering a culture of continuous learning and development

Master Customer Service Professional  •  American Express

July 2012 - April 2014

• Successively transitioned from handling corporate cards to becoming a subject matter expert (SME) within a year, and subsequently trained new joiners, demonstrating exceptional learning agility and leadership potential

• Promoted to Team Lead Intern within 1.5 years, actively monitoring call quality and providing regular updates to maintain high standards and identify opportunities for improvement

Customer Care Executive  •  Convergys

August 2011 - June 2012

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