Hi, I’m
Angela Jasmine
Senior Training Analyst
Hyderabad
Summary
Experienced training specialist with a background in ITES and 10+ years of experience in Service delivery and Program engagements. Highly organized, self-motivated, and proficient with process development and implementation. Skilled Training Specialist highly effective a conducting personal and group training sessions focused on topics such as [Coaching & Development], [Communication] and [Business Writing]. Enthusiastic personality with a hands-on, creative style. Ready to apply [11] years' experience to a challenging long-term position.
Overview
12
years of professional experience
4
years of post-secondary education
2
Certifications
Work History
ADP PVT LTDHyderabad
SENIOR TRAINING ANALYST (COMMUNICATION)
08.2015 - Current
Job overview
- Facilitate communication training for associates on verbal and non- verbal (emails and chat).
- Design training materials based on language suitability and Business writing.
- Development and implementation of evaluation form based on agreed SLA's and KPI's.
- Manage classroom training for new hires during language training to enhance their soft skills.
- Create evaluation sheets to assess skill levels.
- Increase Participant satisfaction index to 90% as Trainer.
- Monitor calls, emails and chats on weekly, monthly basis and recognize associates for their efforts.
- Provide proactive and reactive feedback and coaching for voice and non-voice associates.
- Engage agents on bi-weekly basis in Service delivery related activities.
- Top contributor in monthly team's PMS scores.
- Gather, research information and provide resolution to clients.
- Work with MPS and other internal teams to ensure consistent and high-quality level of support.
- Work with DVS (Dependent Verification Services) in designing process documentation.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed job-specific competencies and performance standards.
DELL INTERNATIONAL SERVICESHyderabad
Senior Customer Service Representative
06.2014 - 08.2015
Job overview
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company process and policies and provided updates to customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Trained and directed new employees in call script usage, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Resolved concerns with products or services to help with retention and drive sales.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Deliver results CE (Customer experience) and XPR (Quick resolution) lieu with pre-determined metrics.
- Work on escalation metrics following standard escalation procedure.
GE CAPITAL (Synchrony Financial)Hyderabad
Process Developer
09.2011 - 08.2013
Job overview
- Prioritized secure handling of sensitive customer information within process, minimizing potential liability issues by proactively managing risk.
- Analyzed previous business processes for inherent flaws, avoiding similar pitfalls in subsequent process development lifecycles.
- Created customized quality control and assurance methodologies to verify successful completion of self-designed and externally-sourced business process.
- Handling credit cards of all clients associated with GAP and PayPal services.
- Part of core PLCC/ DC process.
- Top performer on AHT, Hold, ACW and T.O.S (Time on system).
- Active participant in step courses.
- Floor walking and assistance to new hires related to process and communication.
- Participated in new hire on-boarding training and process development.
Education
St. Mary’s CollegeHyderabad, TG
Bachelor of Commerce from Computers
01.2009 - 04.2013
Skills
Interpersonal and client communications
Service quality enhancements
Communication management
Team leadership and coaching
Coaching and mentoring
Language Audits and Scoring
Training material development
US Payroll & Health and Welfare
Quality checks and process Implementation
Flexible and Adaptable
Written Communication
Multitasking Abilities
Certification
Introduction to Learning and Development
Timeline
Introduction to Learning and Development
07-2022
Gestlat Psychotherapy
07-2022
SENIOR TRAINING ANALYST (COMMUNICATION)
ADP PVT LTD
08.2015 - Current
Senior Customer Service Representative
DELL INTERNATIONAL SERVICES
06.2014 - 08.2015
Process Developer
GE CAPITAL (Synchrony Financial)
09.2011 - 08.2013
St. Mary’s College
Bachelor of Commerce from Computers
01.2009 - 04.2013