Sep 2016 – May 2020 · 3 yrs 8 mos · Gurgaon, India

Nov 2014 – Sep 2016 · 1 yr 10 mos · Hyderabad, Andhra Pradesh, India

• Imparting Training and Communication support to analysts.
• Validating e-mail responses going out to clients from communications perspective.
• Conducting Deep-Dive sessions for analysts.
• Conducting communication calibration with the on-shore clients.

Jan 2014 – Nov 2014 · 10 mos

Aug 2013 – Jan 2014 · 5 mos · gurgaon, haryana

• As a part of my job profile at Arvato Bertelsmann Marketing Services, I take care of the US & UK culture training for the New Hires for British Airways (in collaboration with Call BA). The training module is designed in a way that it helps our customer support team in India to handle all customer queries efficiently and effectively after a passenger makes their reservation with the airline. I have also been actively involved with the hiring of CSRs, as British Airways was a pilot process and required fresh skills.

Jun 2011 – Dec 2012 · 1 yr 6 mos

• I have worked with IndiGo as a Voice and Modulation instructor. Training Flight Attendants, Captains and First Officers on on-board announcements. Our curriculum is devised around basic sounds and English grammar. As a part of my job I had also developed a 30 day training module for the In-flight Cabin attendants that enabled us to teach them English grammar concepts with much ease.

Mar 2009 – Mar 2011 · 2 yrs

• Call Monitoring: Monitoring calls for the process that I was aligned with on a weekly basis. These calls were monitored on the LMF (Language Monitoring Form), which was specific to each process, and bucketizing the agents Designing the Language Monitoring Form: Each process has a specialized LMF, according to the Client requirement and Soft skill requirement.
• Conducting New Hire Training: The basic V & A training, which includes modules like Speaking Clearly, Language Awareness and Basic Soft skills training which includes Telephone Etiquette, Customer Service, and Building Rapport etc.
• Have been involved in designing the Language Support SOP.
• Voice Profiling: Conducting voice rounds during Hiring as per the threshold decided for various processes.
• Conducting Calibration on LMF: After finalizing the LMF for all the processes, we were responsible for calibrating the Team Leaders, SMEs and the Quality team on the LMF.
• Coaching and Feedback: All the calls that we used to monitor for the agents, we were to provide feedback on the same within 24hrs (TAT).
• Content Development: Had designed the entire WOW Call Module for the process. For excellence in Call Handling and creating Customer Delight.
• Designing a Navy Call List for Domestic Business: It has been observed that the Standard Navy Call List is not easily understood by Native Hindi speakers (Domestic). Hence, it became important for us to design a new NCL that could be understood and comprehended by Indian callers.
• Setting the Threshold for various processes as per their respective LMFs.
• Refresher Training for tenured agents: I have conducted refresher sessions for agents on floor for the major defects identified as per the Call monitoring.
• Was given the responsibility to train the New Hire (Pilot) batch for Indigo Airlines at Chennai (Pilot Batch – Customer Services).
• Have taken basic Language Training for IGTS employees.

Jan 2005 – Jan 2007 · 2 yrs

Jan 2005 – Jan 2007 · 2 yrs