ALRINDA DSILVA

Leading a cross-functional team of trainers and quality analysts, ensuring consistent delivery of new-hire training content and high-quality monitoring across operations.

Designed and executed comprehensive training programs tailored to role-specific needs, resulting in measurable improvements in employee performance and service quality.
Over see the quality function, Conducted for regular quality audits to assess adherence to SOPs, identify process gaps, and implement corrective actions in line with regulatory and internal compliance standards.
Developed performance dashboards and leveraged key performance indicators (KPIs) to drive targeted training interventions, and monitor effectiveness.
Collaborated with operations and HR to align training frameworks with evolving business needs, onboarding strategies, and workforce development goals.
Utilized quality monitoring tools such as Witness and NICE for effective call audits, trend analysis, and coaching.
Apply root cause analysis and CX metrics to identify training opportunities and enhance the customer experience.
Authored SOPs and process documentation, contributing to standardization and continuous improvement initiatives.

Develop and execute marketing strategies and campaigns.

Research and manage photographer relationships and communities.

Build partnerships with photography guilds, shows, and events.

Attend events for networking and brand awareness.

Develop content, including services, and website updates.

Analyze performance, ROI, and market research.

Identify the target audience, competitors, and industry experts.

Stay up-to-date with photography, post-production, and technology trends.

Collaborate with the offshore marketing team for campaign coordination and platform expansion.

Led a bilingual support operation for post-production services (photo and video), optimizing response times and client retention.

Spearheaded the successful end-to-end implementation of a pilot project for the Expedia Travel vertical at WNS Global Services.
Oversaw the recruitment and hiring process, ensuring alignment with project requirements and client expectations.
Designed and delivered comprehensive new hire training programs, focusing on travel industry protocols, customer service excellence, and process knowledge.
Conducted voice and accent training to ensure language proficiency and communication clarity for global customer interactions.
Provided on-floor support and coaching to new hires, facilitating smooth transition from training to live operations.

Monitored performance metrics during the critical early phase to ensure high service quality and adherence to KPIs.
Collaborated with cross-functional teams to ensure seamless project implementation, from infrastructure setup to workflow integration.
Acted as a liaison between WNS and the client (Expedia), providing regular updates and adapting processes based on feedback.

Led the pilot training and implementation for the Cox & Kings Visa Processing Global Center, managing end-to-end training strategy, execution, and onboarding for new hires.
Delivered comprehensive process and product training covering key services including bookings, amendments, and cancellations, ensuring high service quality from day one.
Designed and facilitated engaging onboarding programs to integrate new employees into company culture while building foundational knowledge of tools and systems.
Collaborated with business leaders and department heads to design and refine training curriculum, aligning content with evolving business needs and compliance standards.
Developed and maintained training resources such as interactive presentations, manuals, e-learning modules, and quick-reference guides to support various learning styles.
Tracked training completion rates and performance metrics, reporting outcomes and recommending enhancements to improve employee retention and effectiveness.
Worked cross-functionally with HR and fellow trainers to evaluate and enhance onboarding programs, driving continuous improvement and alignment with company goals.

Successfully traveled to the UK to lead the end-to-end migration of the easyJet customer support process, ensuring seamless knowledge transfer and operational readiness.
Served as the Senior Trainer for easyJet, one of the UK’s leading airlines, specializing in process training for bookings, amendments, and cancellations.
Delivered dynamic and informative new hire training programs, onboarding employees with a strong focus on company values, customer service excellence, product knowledge, and system tools.
Collaborated closely with business heads and stakeholders to evaluate, design, and enhance training curriculum based on operational feedback and business goals.
Created and delivered engaging training materials, including presentations, manuals, handouts, and digital learning modules tailored for diverse learning preferences.
Monitored and reported on training completion, learner progress, and retention rates, using data to refine training strategies and improve outcomes.
Partnered with HR and cross-functional training teams to continuously improve the onboarding experience and support long-term employee performance and satisfaction.

Communication & Universal Trainer – JP Morgan Chase & American Express
Delivered communication and soft skills training across diverse teams, supporting both JP Morgan Chase and American Express.
Conducted training needs analysis to design and implement targeted learning programs aligned with business goals.
Developed instructional materials, job aids, and performance assessments based on adult learning principles and coaching methodologies.
Facilitated engaging classroom sessions and coaching, promoting learner motivation, skill application, and sustained performance.
Provided detailed training documentation, performance reports, and feedback to learners and supervisors.
Collaborated with cross-functional teams including Quality, Operations, IT, and HR to ensure seamless training implementation and alignment with operational objectives.