Summary
Overview
Work History
Education
Skills
Motto In Life
Summary Of Expertise
Personal Information
Accomplishments
Certification
Timeline
Generic
Aditi Chakravarty

Aditi Chakravarty

Manager Training

Summary

Energetic and motivating leader with proven ability to effectively manage both personnel and projects. Self-starter and strong independent worker. Excel at analysing products and procedures to generate new ideas to improve efficiency and production quality. Highly adaptable to ever changing circumstances. Key member in any team developing and executing strategic business plans.

Overview

16
16
years of professional experience
8
8
Certifications
1
1
Language

Work History

Manager Training

nurture.farm (UPL)
04.2021 - 08.2023
  • Currently in a global role
  • Managing 3 vendor partner across India as a client and handling the inhouse teams based in Australia & United kingdom
  • Responsible for Inbound, outbound voice, Chat, escalations & sales training & 0 to 90 days performance
  • I act as an escalation gateway to all the support functions
  • Maintain and constantly improve call center performance by monitoring system performance, identifying and resolving problems; preparing and completing action plans
  • Stakeholder Management
  • Ensuring that training functions smoothly at the vendor partner sites
  • Reviewing vendor partner performance
  • Work closely with various department inhouse and ensure that the vendor partner receive all the knowledge required to make them successfully help the customer
  • Working closely with the content team to create new hire & behavioral content
  • Setting up new LOBs at the vendor site
  • Training Budget Management
  • External Vendor Management
  • Transitioning business from UPL to the vendor partners
  • Checking the risks and conducting due - diligence.
  • Reached out to managers and team leaders to source requirements for training and identify needs.
  • Worked closely with business unit managers to maintain training modules.
  • Interacted with course developers, curriculum managers and instructors to assist with design and implementation of training.
  • Enhanced training programs to strengthen employee knowledge and promote new managers from within.
  • Assessed training needs through surveys, interviews with employees or consultations with managers or instructors.
  • Collaborated with company leaders and department managers to determine training needs.

Manager Training

Teleperformance Mohali
06.2019 - 03.2021
  • Managed a team of 11 trainers
  • Provide overall training governance & was accountable for managing the training needs for 400 plus agents
  • Responsible for New Hire training, Nesting, Performance for 30-60-90 days period and overall knowledge management during BAU
  • Aligned and manage the Teleperformance training framework
  • Assess the effectiveness of training material to be deployed for the program including the SOPs, Participant and Facilitator Guides, Learning Check Points, etc
  • Responsible for managing all review calls with the GoDaddy Client & the stakeholders
  • Working closely with the clients to review the content and making relevant changes
  • Develop training interventions (BTB) based on TNA for existing employees
  • Solely responsible for trainer certification programs
  • Collaborating with the clients to calibrate on trainer development
  • Review and revise the standard operating procedures periodically or as agreed with the client
  • Successfully launched all the new client products and ensured effective knowledge transfer to the entire floor
  • Interacting with the on-sight clients to understand the trainer needs and for update management
  • Identifying challenges within the process and suggesting improvement plans
  • Align training & development with organisational strategy
  • Managing bottom quartile performance for the production floor and strategizing to bring them up the learning curve
  • Involved in process expansion, identifying gaps within the process and suggesting improvement plans
  • Provided guidance and assisted team member in achieving goals and maintaining consistent performance
  • Monthly calibrations with recruitment, operation & quality team to understand that changes that can be incorporated in the hiring process of a new hire
  • Successfully managing the all responsibilities in a work from home environment
  • Responsible for managing the monthly, quarterly and annual audits.
  • Delivered performance reviews, recommending additional training or advancements.

Deputy Manager Training

WNS Gurgaon
02.2017 - 04.2019
  • Currently managing a team of 2 trainers & 2 aux trainers
  • Provide overall training governance & was accountable for managing the training needs for all the LOBS
  • Accountable for New Hire training, Nesting, Performance during 30-60-90 days period and overall knowledge management during BAU
  • Assess the effectiveness of training material to be deployed for the KS program including the SOPs, Participant and Facilitator Guides, Learning Check Points, etc
  • Participate in periodic transition update calls set-up by Project Managers for internal stakeholders and provide detailed updates on progress of training batches
  • Implement and execute training and interventions based on Training Needs Analysis (TNA) to align business and individual needs for the organisation
  • Develop training interventions (BTB) based on TNA for existing employees
  • Conduct certification programs & other developmental workshops for auxiliary trainers
  • Review and revise the standard operating procedures periodically or as agreed with the client
  • Ensure robust update management process is deployed and followed
  • Ensure adherence to the training governance mechanism as outlined in Training Standard Document (TSD) Coached advisors and team leaders on how to handle product & service-related complaints
  • Plan strategies to reduce job abandonments
  • Simultaneously leading the low attrition rate program of my Line of business
  • Led pilot projects & achieved client goal successfully
  • Interacted directly with the client's account payable team to close refunds related complaint within the assigned deadlines
  • Interacting with the on-sight clients to understand the trainer needs and for update management
  • Forging a dynamic environment in the organization to encourage hard work and team collaboration
  • Identifying challenges within the process and suggesting improvement plans
  • Directly involved in hiring (Domestic & Enterprise)
  • Involved in process expansion, identifying gaps within the process and suggesting improvement plans
  • Provided guidance and assisted team member in achieving goals and maintaining consistent performance
  • Timely closure of client feedback and training escalations
  • Manage stakeholders review, discussions and expectations.

Training manager learning strategy

Convergys-Gurgaon
04.2015 - 08.2016
  • Led a team of 10 universal trainers & 2 Aux trainers
  • Create/Define and present solution/learning/project approaches the client in the design phase
  • Identify/confirm high level customer business objectives, audience requirements, primary needs and drivers
  • Actively recommend types of training and delivery to best achieve client goals
  • Develop productive rapport with customer teams and audience stakeholders by facilitating design sessions, presenting finished work and confirming expectations on a regular basis
  • Manage ROI on each project
  • Conducting facilitation workshop for trainers
  • Evaluate training requirements for operations & new hires and work closely with operations, human resources to achieve the client goal
  • Observe training sessions and help trainers come up the learning curve
  • To up skill and conduct TTT for the new trainers
  • To manage a team of Voice & Process Experts.
  • Conducted orientation sessions and organized on-the-job training for new hires.

Universal Trainer

Convergys-Gurgaon
06.2009 - 03.2015
  • Responsible for training of new hires as well as tenured employees in terms of process and soft skills
  • Aligned to EverythingEverywhere (EE) process (formerly known as Orange UK)
  • Primarily train on culture and communication
  • Attrition handling and control
  • Preparing, publishing and maintaining various training reports and dashboards
  • Raise and follow up on EWS (Early warning system) cases
  • Plan strategies to reduce job abandonments
  • Attrition control and achieve desired NTP of 70%
  • Handling a team of 20 trainees through nesting/early production for 8 weeks after completion of every batch
  • Achieve NPS, FCR, CSAT targets as per client thresholds
  • Sharing 1-2-1 feedback with agents around calls and helping them in attaining the desired scores
  • Conduct Induction for new hires by highlighting the policies and procedures of the organization, global presence of the brand and other key requisites of the company
  • Grooming, up-skilling and managing a team of 7 PRTs (Programme Ready Trainers)
  • Leading pilot projects achieving successfully achieving the client goal
  • Help set up new process in The Philippines (year 2011)
  • Migrated process from The U.K and set up new business in Londonderry (U.K) (Year 2014)
  • Handled ID related issues for the entire training team
  • Get onto client calls as part of process initiatives.

Sr. Technical support officer

Convergys-Gurgaon
06.2007 - 12.2008
  • Handling Inbound Calls for Orange-A French Telecom Service Provide
  • Handling Customer's queries and providing them the best possible solution
  • Taking Process Initiatives & applying the same on a regular basis
  • Handling the Team & dealing with the escalations in the Team Leader's Absence
  • Coach & Mentor, the Outliers in the Team, to pull up the Team Scores
  • Sales and Product Support.

Trainer

Airtel (Galaxy commercial limited)
  • Worked as a Trainer in Airtel post-paid collection process
  • Trained new hires on Airtel product and services
  • Conducted soft skill session for new hires and operations.

Sr. Customer care executive

Finedge India Pvt Ltd. (Hutch)
  • Handled the team in the absence of the team manager
  • Have supported the new hires on calls
  • Worked for G.P.R.S & M.M.S Promotional projects
  • Handled various other Hutch projects.

Education

Bachelor of Arts - English

DPPS
New Delhi
04.2001 -

Skills

Coaching and Mentoring

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Motto In Life

I am a slow walker but I never walk backwards - Abraham Lincoln.

Summary Of Expertise

Over 17+ years of experience in training delivery & learning strategy, Results-oriented, high-energy, hands-on professional, with a successful record of accomplishments in middle training management. Strong credentials in quality service delivery; surpassing customer experience and attaining customer satisfaction & loyalty., Major strengths include strong leadership, excellent communication skills, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environment, as well as supervisory skills. Computer and Internet literate., Critical thinker and creative in varied approaches., Maintaining & enhancing connect with onshore Line of Business by active participation on conference calls & sharing ideas to improve customer service standards., Problem solving skills with analytical & leadership capability to enhance organizational performance., Travelled to The Philippines and The United Kingdom for process set up & migration., Set up process at 3 vendor partners at my current organization. Created SOPS and collaborated with other departments to make the transition successful.

Personal Information

Date of Birth: 12/20/83

Accomplishments

Recognised by maintaining a throughput of greater than 87% for year 19-20

Appreciated by client on several occasion for proactively handling the new product launches and handling the employees engagement activities

Recognized by the leadership for piloting all the key projects smoothly

Appreciated by the client and the WNS leadership for successfully implementing the gamification project

Rewarded for achieving the training net through put target for every quarter.

Rewarded for maintaining the lowest attrition for a year

Recognised for successfully transitioning a new project

Rewarded as the best trainer by the client for transitioning Apple & Blackberry support successfully

Achieved Quality plus Contributor rating consistently throughout my tenure as a Universal Trainer


Certification

Instructional design certification from KPMG

Timeline

Instructional design certification from KPMG

12-2023

7 Habit certified

10-2022

Manager Training

nurture.farm (UPL)
04.2021 - 08.2023

LSS yellow Belt

07-2020

Manager Training

Teleperformance Mohali
06.2019 - 03.2021

Deputy Manager Training

WNS Gurgaon
02.2017 - 04.2019

Training manager learning strategy

Convergys-Gurgaon
04.2015 - 08.2016

Certified on Convergys leader as coaches (CLC)

09-2014

CCT client certification

08-2012

Global English C9 certified.

05-2012

Universal Trainer

Convergys-Gurgaon
06.2009 - 03.2015

TTT certified

04-2009

Sr. Technical support officer

Convergys-Gurgaon
06.2007 - 12.2008

TTT certified by Bharti Airtel

05-2006

Bachelor of Arts - English

DPPS
04.2001 -

Trainer

Airtel (Galaxy commercial limited)

Sr. Customer care executive

Finedge India Pvt Ltd. (Hutch)

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Aditi ChakravartyManager Training