Customer Satisfaction
A Janaki Raman
Regional Training Manager
Bangalore
Summary
Experienced with developing and executing regional training programs. Utilizes effective training strategies and methodologies to enhance team capabilities. Track record of fostering collaborative environments and ensuring continuous improvement in training outcomes.
Overview
4
4
Languages
15
15
years of professional experience
Work History
Regional Training Manager
Bharat Financial Inclusion Limited
12.2023 - Current
- Facilitated the onboarding of field business teams and streamlined the hiring process in alignment with business requirements.
- Conducted induction training for new joiners across all departments, ensuring a consistent understanding of company policies and processes.
- Managed training operations across 50 branches, covering 800+ employees, in coordination with a team of 4 field trainers to maintain training quality, policy adherence, and process consistency.
- Delivered monthly virtual training sessions for field teams via Microsoft Teams, focusing on incentive structures, new product launches, and updates to standard operating procedures (SOPs).
- Collaborated with the business team to develop and launch e-learning videos and internal training drives, enhancing learning accessibility and effectiveness. • Provided actionable insights through MIS reports, measuring training impact, and branch performance improvements.
- Oversaw and optimized Customer Satisfaction (CSAT) metrics through detailed analysis and continuous improvement initiatives.
Training Specialist
Dhani Infotech Pvt Ltd.
10.2021 - 06.2023
- Designed and implemented training programs, resulting in a 25% increase in employee productivity.
- Developed a new sales team onboarding program, reducing training time by 50% while maintaining the quality of training.
- Identified and addressed knowledge gaps in customer service representatives, resulting in a 60% increase in customer satisfaction ratings.
- Creating an SOP document for subject matter experts.
Field Trainer
StoreKing
04.2016 - 08.2020
- Managed Amazon and Flipkart retail stores across Karnataka, ensuring smooth day-to-day operations and coordination.
- Traveled across Karnataka to visit retail outlets, monitor operations, and support store teams.
- Conducted process and operational training for retail staff on company procedures, systems, and best practices.
- Provided on-site guidance and troubleshooting support to improve process adherence and operational efficiency.
- Coordinated with store teams and management to ensure consistent implementation of processes across multiple locations.
Logistic Coordinator
Mvikarsha Mobile Solutions Ltd,
04.2014 - 04.2016
- Provide data visualization to management through MIS reports.
- Addressing L1 queries from customers, sales team members, merchants, and agents.
- Handling help desk tasks and fulfilling the order management cycle.
- JIRA ticket creation and resolution within the SLA.
- Key account management for various e-commerce firms, including catalog handling, order management, vendor management, and problem solving.
Process Associate
Axa Insurance
04.2012 - 04.2013
- Created and processed insurance policies using P400 software, ensuring accurate data entry, documentation, and timely policy issuance.
- Handled policy creation and updates in P400, while maintaining accuracy and compliance with established processes.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Bachelor of Commerce (B.Com) - Financial Accounting
PVKN Govt Degree College
Chittoor 04.2001 -
Skills
Training evaluation
Coaching and mentoring
Employee engagement
Training program development
Excel Export
Software
Leadership Qualities
Team Handling
Timeline
Regional Training Manager
Bharat Financial Inclusion Limited
12.2023 - Current
Training Specialist
Dhani Infotech Pvt Ltd.
10.2021 - 06.2023
Field Trainer
StoreKing
04.2016 - 08.2020
Logistic Coordinator
Mvikarsha Mobile Solutions Ltd,
04.2014 - 04.2016
Process Associate
Axa Insurance
04.2012 - 04.2013
Bachelor of Commerce (B.Com) - Financial Accounting
PVKN Govt Degree College
04.2001 -