Feb 2023 – Jul 2025 · 2 yrs 5 mos · Gurugram, Haryana, India · Hybrid

• My primary role is to work with CISCO TAC team for enhancing their oratory and written skills. To maintain the overall communication performance for the APAC & EMEA team of CISCO TAC. My role also includes to identify, create and implement communication performance metrics per the business SLAs. Also responsible for bringing a consistency and relevance to the training inputs provided by the business.
• Delivering New Hire Training
• Hiring
• Monitor oratory and verbal customer communication by the employees
• Content augmentation
• Reports and maintaining training data
• Onboarding activities for new hire
• Successful business transition of new hire post training (Technology and communication)
• Focus on capsule trainings for improvement overall customer delight
• ERG MEMBER - Diversity and Inclusion Team -Working for WiTI core committee which is a group of leaders and women in B & C who have raised their hands to lead and execute WiTI initiatives. I work on 3 programs - REACHout, YOUMatter and OUtFront . My role includes understanding the intent of the programs, designing creative strategies to improve participation and the KPIs, as well implement it on the ground.
• Employee Engagement Lead - As the Employee Engagement Committee Lead for the Gurugram location, I spearhead initiatives to foster a vibrant and inclusive workplace culture. I actively drive programs that enhance employee experience, engagement, and well-being. Passionate about diversity and inclusion, I lead efforts to promote neurodiversity and LGBTQ+ awareness, ensuring an equitable and supportive environment for all employees. Through strategic planning and collaborative events, I champion initiatives that celebrate individuality, drive meaningful conversations, and create a workplace where everyone feels valued and empowered.

Mar 2022 – Feb 2023 · 11 mos · Gurugram, Haryana, India · Hybrid

• Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms.
• Capgemini partnered with Cisco IT to support the definition of strategy and roadmap for this Continuous Delivery program.
• My primary role is to work with CISCO TAC team for enhancing their oratory and written skills. To maintain the overall communication performance for the APAC & EMEA team of CISCO TAC. My role also includes to identify, create and implement communication performance metrics per the business SLAs. Also responsible for bringing a consistency and relevance to the training inputs provided by the business.
• Delivering New Hire Training
• Hiring
• Monitor oratory and verbal customer communication by the employees
• Content augmentation
• Reports and maintaining training data

Sep 2021 – Feb 2022 · 5 mos

• Embracing and implementing various types of training.
• Tracking budgets and negotiating contracts.
• Producing training materials.
• In hand practice on InDesign to create company handbooks and content
• Assessing the success of development plans to keep optimizing.
• Liaise with internal and external stakeholders to identify and/or communicate any new training requirements for the business

Jun 2021 – Sep 2021 · 3 mos

• Building, nurturing, and driving organization culture with focus on company values, collective success, Learning & skill building.
• Driving Org. Initiatives - Annual Days, Townhalls, Employee Wellness, Learning & Development programs with the Senior Leadership Team in India. Leadership communication - Content and design support for Organizational & Leadership Announcements.
• Responsible for all senior leadership communication and messaging support for both internal and external outreach – development, organizational announcements, employee communication, Townhall decks etc.
• Values & Mission Communication Planning & execution - detailed communication plan to introduce and propagate values to internal audience.
• Internal Communications - Provide content review support to divisional teams- Review all content for org wide messages from business units. Ensure accuracy of corporate information, language etc.
• Owner of the Internal communication execution plan and the role involves ensuring that all internal programs as aligned to meet the organization goals. It also demands designing of innovative communication programs to meet the needs to employee engagement; business function delivery and customer (internal and external) connect.
• Created communication playbook for online and offline platforms to accelerate brand penetration.
• Driving Internal Communication & Culture Catalyst.
• To lead corporate-wide initiative to transform corporate employee communication strategy which included SharePoint site, e-newsletter, fact sheets, general communications, manager/supervisor communications/presentations, FAQs, etc.
• Editor and distributor of global emails, e-newsletters, employee spotlight series globally.
• Helping to implement internal communication plans and tools associated with rollout of Yammer and new intranet site bringing employees globally on one platform.

Apr 2019 – Jun 2021 · 2 yrs 2 mos

• United Lex is a law firm that offers digital contracting, litigation, cyber risk, intellectual property and financial advisory solutions for businesses. I take care of overall communication performance for the organization. My primary role is to identify, create and implement communication performance metrics per the business SLAs. Also responsible for bringing a consistency and relevance to the training inputs provided across the Organization.
• Key highlights:
• Monitor customer communication (written and verbal) by the employees of different business lines
• Identify knowledge gaps at a business level and create solutions including but not limited to training, group learning etc. to bridge those gaps
• Provide one to one feedback and coaching for all in-scope colleagues in the business aimed at structured improvement in quality scores.
• Training and Skills Building
• Create and run an agreed Communication and Culture training module for all new hires.
• Liaise with internal and external stakeholders to identify and/or communicate any new training requirements for the business
• Function as a custodian of all knowledge available within the business keeping it accessible in an easy-to-use structure
• Manage the day to day functioning of the Learning
• Management System for the business

Feb 2018 – Dec 2018 · 10 mos · Gurgaon, Haryana, India

• Rejoined with the mandate to take care of the learning and enhancing the overall customer service etiquette for their different line of business, both domestic and international.
• Key highlights:
• Monitor customer communication (written and verbal) by the employees of different business lines
• Conducting TTT program
• Liaise with internal and external stakeholders to identify and/or communicate any new training requirements for the business
• Training and Skills Building
• Delivering New Hire Training
• Managing a team of Line Trainers
• BQ Management
• Training transition
• Hiring
• Managing NHT performance/ Attrition & Throughput
• Identifying the dynamic business requirement and resulting in innovative reporting solutions for critical process measures and in-depth analysis

Dec 2017 – Jan 2018 · 1 mo · Gurgaon, Haryana, India

• Was hired for managing the quality and upskilling of language assessors

May 2017 – Sep 2017 · 4 mos · Delhi, India

• Worked as Communication Coach for one their blended LOB; which included email monitoring and floor support to enhance customer experience

Feb 2017 – May 2017 · 3 mos · Gurgaon, India

• Worked as Training consultant to set up their internal training team; which included end to end training. Helped them in designing the complete training transition .i.e. from hiring to OJT and then to BAU.

Mar 2016 – Dec 2016 · 9 mos · Gurgaon, Haryana, India

• Joined with the mandate to take care of the learning and enhancing the overall customer service etiquette for their different line of business, both domestic and international.
• Key highlights:
• Monitor customer communication (written and verbal) by the employees of different business lines
• Liaise with internal and external stakeholders to identify and/or communicate any new training requirements for the business
• Training and Skills Building
• Delivering New Hire Training
• BQ Management
• Training transition
• Hiring
• Identifying the dynamic business requirement and resulting in innovative reporting solutions for critical process measures and in-depth analysis
• Preparing reports and analysis of training
• Strategically working on TNA

May 2015 – Sep 2015 · 4 mos · New Delhi

• auditing calls and providing feedback on communication & soft skill parameters.
• Gathering information and identifying essential gaps in learning
• Differentiating between will and skills issues and coach or mentor accordingly.
• Structuring or classifying multiple pieces of information gathered through floor performance matrices
• Organizing information to develop a better approach to training
• Preparing reports and analysis of training
• Strategically working on TNA

Jan 2003 – Apr 2015 · 12 yrs 3 mos · Greater Delhi Area

• My baptism to the Corporate World happened here. It was huge learning experience of handling Branch Operation and training within 2years of my joining. I was introduced here to the world of customer service and overall communication training.