Alka Kumari

• Conducting training for new joinees for the entire customer experience team.
• Collaborations with team leaders / managers to identify training needs and opportunities.
• Conducting bi-monthly product and process knowledge tests and implementing recognition initiatives, such as 'Premier
• Actively conducted training sessions for any new feature/process updates to handle the queries in a more efficient and faster way.
• Prepared a monthly newsletter to collate all the updates shared in a month in one place.
• Analyzed customer feedback to continuously improve training content.
• Monitoring and evaluating the effectiveness of training programs.

• Conducted comprehensive training for new hires, ensuring they were fully prepared before going live on the floor.
• Facilitated bi-monthly refresher sessions for existing employees, addressing all learner questions and ensuring seamless communication of updates.
• Administered bi-monthly product and process knowledge tests to enhance awareness of the latest features and process updates.
• Led proactive training sessions for new feature and process rollouts, improving query resolution efficiency and speed.
• Compiled and distributed a monthly newsletter summarizing all updates, ensuring easy access to key information.
• Provided on-floor support to employees, assisting with real-time challenges.

• Resolved learner queries through chat, email, and Slack, ensuring timely and effective support.
• Consistently maintained high learner satisfaction by addressing concerns promptly.
• Handled escalation calls and successfully resolved complex issues.
• Managed and resolved an average of 30 queries per day on Slack.
• Engaged directly with learners to address and mitigate negative feedback in larger group settings.

Scaler Academy, Scaler Edge, and Scaler Plus - TA Team Lead (Pilot Project)

• Led the Teaching Assistant (TA) team, managing recruitment, training, and performance across multiple cohorts.
• Identified TA requirements for each cohort and executed targeted hiring strategies.
• Developed and delivered training programs for TAs on conducting effective sessions, ensuring consistent performance.
• Implemented 1:1 TA motivation sessions for students, contributing to a POD rating of 4.5+ and an NPS of 80.5%.
• Supervised TA participation in late-night sessions post-live classes, ensuring coverage and session quality.
• Managed TA attendance and optimized batch schedules to ensure session continuity and timely support.
• Transitioned the TA session structure to a 1:1 help request model, ensuring prompt response to learner queries.
• Provided regular feedback to TAs, driving continuous improvement in session delivery.
• Recognized as a four-time "Needle Mover" within the TA department.

• Building good relationships with existing clients by providing timely recruitment services
• Conducting meetings and cold-calls for new Lead generation
• Collaborated with various departments to develop effective business strategies
• Awarded as the 'Knight Of The Month' for closing 12 new clients in a month.

• To understand the end-to-end process of the recruitment life cycle
• Learning various strategies of sourcing talents through the portal, database, social media, and headhunting
• To recognize the deficiencies and loopholes in the recruitment process.