AISHWARYA PEDAGADA
Lead Training
Visakhapatnam,AP
Summary
Dynamic training professional with over 9 years of experience in leadership and team development within international and domestic BPO environments. Proven track record of managing teams of 40+ members, enhancing SLA performance, boosting customer satisfaction, and fostering high levels of employee engagement. Specialized expertise in Uber Document Verification, Voice Customer Support, and Non-Voice Customer Support, complemented by strong skills in performance analysis, stakeholder communication, people management, and process improvement. Committed to driving organizational success through effective training strategies and a focus on continuous improvement.
Overview
3
3
Languages
9
9
years of professional experience
Work History
Lead Training
Concentrix Private Limited
05.2022 - Current
- Created customized training programs for non-voice and backend processes in the AUS and NZ.
- Developing and updating training materials like presentations and manuals. assess individuals' training needs, design programs, and evaluate their effectiveness.
- Maintained accurate records of employee attendance and leave requests.
- Implemented staff development programs to enhance skills and promote career growth.
- Conducted regular performance evaluations, offering constructive feedback and setting goals.
- Created reports on departmental activities for senior management review.
- Provided training sessions for newly hired personnel on relevant skills required for their roles.
- Coordinated recruitment and placement of training program participants.
- Supervised, evaluated or referred instructors to skill development classes.
- Selected and assigned instructors to conduct training.
- Collaborated with other departments to ensure that training needs were met across the organization.
- Managed multiple projects simultaneously while adhering to tight timelines and budgets.
- Maintained accurate records of all employee certifications and qualifications. Explained goals and expectations required of trainees.
Senior Analyst
Concentrix Private Limited
05.2017 - 05.2022
- Provide guidance and support to junior employees in handling chat and email inquiries effectively. Review junior employees’ responses for accuracy, clarity, and professionalism, providing feedback for improvement.
- Handle escalated chat and email inquiries promptly and professionally, addressing customer concerns or complaints.
- Investigate root causes of escalations and collaborate with relevant teams to implement preventive measures.
- Foster a collaborative environment by sharing best practices, knowledge, and resources with junior employees to enhance their performance and effectiveness.
Education
Masters of Business Administration -
Sanketika Vidya Parishad
BBA - Human Resources Management
Aditya Degree College
Visakhapatnam 04.2001 -
Master of Arts - MEC
Narayana Jr College
Visakhapatnam, India 04.2001 -
Skills
Effective leadership
Team mentoring
Effective time management
Standard operating procedure development
Timeline
Lead Training
Concentrix Private Limited
05.2022 - Current
Senior Analyst
Concentrix Private Limited
05.2017 - 05.2022
BBA - Human Resources Management
Aditya Degree College
04.2001 -
Master of Arts - MEC
Narayana Jr College
04.2001 -
Masters of Business Administration -
Sanketika Vidya Parishad
WORK EXPOSURE
- Working as a Lead Trainer in Concentrix Daksh Service India Pvt Ltd. (From May 2022 to Current).
- Worked as a Senior Customer Advisor in Concentrix Daksh Service India Pvt Ltd. (From August 2018 to May 2022).
- Worked as a Customer Advisor in Concentrix Daksh Service India Pvt Ltd. (From May 2017 to July 2018).