Ullas M

KEY ROLES AND RESPONSIBILITIES  

• Deliver virtual and in-person instructor-led training to new hires and existing employees on products and support processes and tools, and soft skills
• Responsible for ensuring a product or service training is provided to the employees to enable them to provide accurate service to the customers
• Partner with support managers to transition agents from training to production environments, ensuring competency levels meet business needs
• Provide support and mentoring for new employees while conducting an evaluation and identifying areas where improvements are needed
• Developing and maintaining standardized operational processes and procedures, guidelines, and documentation for new/existing employees
• Create and maintain course outlines, instructional presentations, training aids, assessments, and facilitator guides
• Update and maintain training-related trackers for compliance and coverage
• Collecting and interpreting data, maintaining data hygiene within the event dashboard
• Partner with enablement team members and support management to assess training needs and design training approach accordingly
• Contribute to the effective development, coordination, and presentation of training for support teams
• Work closely with support managers for planning and execution of planned and ad-hoc training for employees
• Solve learning challenges faced by new joiners by coordinating with the internal team and aligning QnA sessions where necessary
• Responsible for assessing knowledge base content and emphasizing the inclusion of new information, removal of outdated information, and modifying an existing resource
• Proactively growing a pool of qualified facilitators by developing effective TTT programs and ensuring that these facilitator's knowledge is up-to-date
• Supporting timely updates, revisions, and improvements of existing courses and materials
• Identify areas for process improvement or gaps existing in documentation and share learnings with the team
• Providing regular reports to the management on product performance and customer issues

KEY ACHIEVEMENTS

• Recognized "For bringing it beyond" for producing benchmark-worthy standards and having the ability to explain complex materials in the most intuitive manner during training
• Rewarded for training more than 500 new hires in several locations
• Recognized for enhanced training delivery methods and better training approaches

WORK EXPERIENCE 

CERTIFICATIONS & TRAININGS

• Introduction to Data Analytics with Tableau 
• Tableau for Data Science and Business Analytics
• IBM certification in Python for Data Science and AI
• Completed “Task-Based Training (TBT)” by e-Yantra, IIT Bombay with Firebird V robot