Quote
Summary
Overview
Skills
Work History
Education
Websites
Interests
Languages
Work Preference
Certification
Accomplishments
Work Availability
BusinessAnalyst

Anita Thomas

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

23
23
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

Learning and Development Manager

Discover Kerala Holidays
10.2024 - 05.2025
  • Collaborated with department heads to identify skill gaps and develop targeted training solutions.
  • Conducted thorough needs assessments for individual departments to tailor training solutions accordingly.
  • Streamlined onboarding processes for new hires, resulting in reduced time to productivity.
  • Led cross-functional teams in the design and execution of large-scale company-wide training initiatives.

Manager - Training and Quality

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.
  • Enhanced employee performance by developing and implementing comprehensive training programs.
  • Mentored junior staff members through one-on-one coaching, goal-setting exercises, and career development planning sessions.

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
  • 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.
  • Ensured compliance with industry standards by establishing guidelines, monitoring progress, and addressing deviations promptly.

Quality Analyst

Optimal Transnational
07.2015 - 01.2019
  • Implemented productivity standards, resulting in improved departmental efficiency
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Developed and maintained quality assurance procedure documentation.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
  • Enhanced client satisfaction by tailoring testing approaches to focus on key functionalities and performance indicators.

Web Designer

Professional Development Centre
07.2006 - 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
04.2005 - 06.2006
  • 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.

Administrator Coordinator

Best Group
05.2003 - 03.2004
  • 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.

Team Lead

Softone (P) Ltd
01.2002 - 04.2003
  • 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.

Education

Bachelor of Arts - Hindi

Allahabad University
New Delhi, India
01-2007

GED -

NIIT
New Delhi, India
01-2004

GED -

CREATIONS
New Delhi, India
01-2003

Interests

Reading

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 Time

Work Location

HybridRemoteOn-Site

Certification

  • 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.
  • Achieved Data by introducing COVVE for daily Sales tasks.
  • Received 'Best Auditor' nomination for implementing customer-focused quality improvements
  • Awarded 'Quality Analyst for the Month' 10 consecutive times for outstanding performance
  • Achieved increase the in the clientele by 30% in Kozmo Services due to accuracy and efficiency.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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