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Anita Thomas
Learning and Development Manager
Zirakpur,PB
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
3
3
Language
12
12
Certificate
Skills
- Coaching and mentoring
- Client communication
- Strong knowledge of learning theories
- Internal auditing
- Quality management systems
- Compliance monitoring
- Training evaluation
- Compliance management
- New hire on-boarding
- Detail-oriented
- Analytical mindset
- Adaptability
- Curriculum planning
- Employee assessment
Work History
Training & Quality Manager
Cogent E Services
08.2023 - 06.2024
- Oversaw training and quality departments, ensuring that operations adhered to compliance requirements.
- Designed and implemented staff training programs to enhance organizational performance
- Conducted internal audits, ensuring process optimization and adherence to guidelines
- Managed the new employee orientation training process for more than 300 employees.
- Strengthened internal communications by creating a shared platform for sharing best practices, resources, and updates among team members.
Quality Assurance Consultant
Extramarks Education India Pvt. Ltd
01.2022 - 05.2023
- Audited processes to identify improvement opportunities and maintained quality benchmarks
- Developed policy manuals, improving team efficiency and regulatory adherence
- Liaised between quality control, other departments, and contractors, providing project updates and consultation.
- Resolved customer complaints about product quality by investigating issues thoroughly and implementing corrective actions.
- Evaluated new testing tools and methodologies, recommending the most effective implementation in improving overall product quality.
- Provided expert guidance on industry best practices, staying current with emerging trends in quality assurance methodologies.
- Conducted investigations into questionable sales and complaints.
- Audited a minimum of 50 calls and 25 chats in a day and scheduled one-on-one sessions with the agents.
Process Manager
Kozmo Services (Select and Switch)
05.2019 - 11.2021
- Increased client partnerships from one to ten, enhancing organizational growth
- Received 'Best Auditor' nomination for implementing customer-focused quality improvements
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
- Conducted thorough root-cause analyses for issues identified within processes, resolving problems quickly to prevent recurrence.
- Contributed significantly towards achieving company goals through strategic planning, implementation of new technologies, and alignment with business objectives.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Managed the new employee orientation training process for more than 500 employees.
- Managed the continuous training process for more than 200 employees regularly.
Quality Analyst
Optimal Transnational
07.2015 - 01.2019
- Awarded 'Quality Analyst for the Month' 10 consecutive times for outstanding performance
- Implemented productivity standards, resulting in improved departmental efficiency
Web Designer
Professional Development Centre
01.2006 - 01.2007
- Developed graphic and image assets for both content and digital marketing efforts.
- Troubleshoot technical issues and optimise websites for search engine optimisation, performance, and accessibility.
- Participated in professional development workshops to stay current on educational trends and best practices in computer education.
- Coordinated classroom lectures with laboratory assignments for around 20 students in a batch.
Senior Technical Support
Wipro BPO
01.2005 - 04.2006
- Implement streamlined troubleshooting processes, resulting in reduced response times and increased issue resolution rates.
- Contributed to a significant reduction in customer complaints by proactively identifying recurring issues and implementing targeted solutions.
- Established best practices for remote assistance tool usage, improving security measures while assisting customers remotely.
- Managed approximately 70 incoming calls, per day from customers.
Team Lead
Softone (P) Ltd
01.2003 - 03.2005
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Managed the continuous training process for more than 20 employees regularly.
Administrator Coordinator
Best Group
03.2002 - 05.2003
- Maintained strict confidentiality while handling sensitive information about company operations or personnel matters.
- Increased efficiency by maintaining an up-to-date inventory of office supplies and equipment.
- Implemented a more efficient filing system that improved document retrieval times significantly.
- Monitored front areas so that questions could be promptly addressed.
- Managed approximately 70 incoming calls, emails, and faxes per day from customers.
Education
Bachelor of Arts - Hindi
Allahabad University
New Delhi, India01-2007
GED -
NIIT
New Delhi, India01-2004
GED -
CREATIONS
New Delhi, India01-2003
Websites
Interests
Listening to music
Coaching or Mentoring
Analytical Games or Puzzles
Attending Workshops/Seminars
Debating
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Malayalam
Intermediate (B1)
Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteCertification
- Advanced Level Psychology - (FULLY ACCREDITED)
- The Complete Course on Leadership, Execution & Resilience
- ChatGPT Masterclass
- Management Skills - Team Leadership Skills Masterclass
- Mastering the Seven Quality Tools (with Microsoft Excel)
- Excel Essentials: The Complete Excel Series - Level 1, 2 & 3
- ICT Channel Program Fundamentals Training
- Compliance Culture (Australia)
- ESCV (Essential Services Commission of Victoria) (VIC)
- NECF (National Energy Customer Framework) (QLD, SA, NSW)
- Marketing Code of Conduct - Victoria
- Marketing Code of Conduct WA
- Sales Approach (Australia)
- Sales Compliance Training (Australia)
- Compliance Culture (Australia)
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Data by introducing COVVE for daily Sales tasks.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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