Reading
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
13
13
years of professional experience
3
3
Language
12
12
Certificate
Skills
- Leadership Skills - People Management, Communication Mastery, Strategic Thinking, Performance Management, Change Management, Process Orientation, Emotional Intelligence, Crisis & Escalation Handling, Tech & Data
Literacy, Customer Centricity - Technical Skills - Core Technical Skills, Analytics & Reporting, Process & Quality Tools, Automation & Digital Tools, L&D & Training Tools, Communication & Collaboration, Compliance & Security Awareness
- Consulting Skills - Analytical & Problem-Solving, Client-Facing & Communication, Process & Performance, Training & Development, Technology & Automation, Strategic & Business Advisory, Behavioral & Soft Skills
Work History
Learning and Development Manager
Discover Kerala Holidays
10.2024 - 05.2025
- Implemented data-driven evaluation metrics to monitor training effectiveness, achieving a 35% improvement in post training performance metrics and enhancing overall team productivity by 20%.
- Implemented feedback loops and continuous improvement strategies, reducing onboarding cycle duration from an average of 30 to 18 days, thereby boosting team readiness and operational efficiency.
- Orchestrated the development and deployment of comprehensive training programme across 15 departments, resulting in a 40% increase in employee engagement scores and boosting overall skill proficiency by 30%.
- Conducted comprehensive assessments of departmental processes, uncovering key bottlenecks and skill gaps, which informed targeted interventions that reduced onboarding time by 25% for new hires.
Manager - Training and Quality
Cogent E Services
08.2023 - 06.2024
- Cultivated a high-engagement improving environment through tailored career development workshops, boosting employee satisfaction survey scores related to professional growth opportunities by 30%.
- Developed and launched a centralised communication platform that facilitated real-time sharing of best practices, resources, and updates, resulting in a 40% improvement in inter-team information flow and collaboration efficiency.
- Monitored and evaluated training effectiveness through surveys and performance metrics, leading to a 10% increase in new hire retention rates within the first six months.
- Developed and implemented targeted training programs based on audit findings, increasing staff adherence to quality guidelines by 40% and reducing non-compliance incidents by 25%.
- Implemented ongoing evaluation and feedback mechanisms that tracked skill improvements, leading to a 20% decrease in error rates and enhancing multi-departmental operational efficiency by 10%.
Quality Assurance Consultant
Extramarks Education India Pvt. Ltd
01.2022 - 05.2023
- Collaborated with cross-functional teams to implement targeted training programme based on investigatory findings, resulting in a 12% improvement in sales compliance scores within six months.
- Examined over 15 testing tools and methodologies to identify optimal solutions, resulting in a 40% reduction in
defect escape rate and enhancing product reliability. - Conducted comprehensive investigations into 150+ customer complaints, identifying root causes and reducing recurring product quality issues by 40% within six months.
- Coordinated cross-departmental efforts to streamline process workflows, which decreased project turnaround times by an average of 25 days per phase and improved stakeholder satisfaction scores by 15%.
- Implemented standardized guidelines across departments, resulting in a 30% increase in regulatory compliance scores during quarterly audits.
Process Manager
Kozmo Services (Select and Switch)
05.2019 - 11.2021
- Implemented an evolving system to monitor training progress and compliance, ensuring 100% completion rates within set deadlines while identifying skill gaps that led to targeted development initiatives.
- Monitored and evaluated training effectiveness through surveys and performance metrics, achieving a 20%
improvement in onboarding satisfaction ratings within the first year. - Conducted comprehensive root-cause analyses on over 150 process issues, enabling rapid identification of underlying problems and reducing recurrence rates by 40%, thereby enhancing overall operational stability.
- Led the development of standardized procedures aligned with cross-functional feedback, achieving a consistent
performance increase of 12% and reducing error rates by 8%. - Implemented targeted workflow enhancements based on collaborative insights, increasing overall departmental
efficiency by 25% and boosting project completion rates by 30%.
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, India01-2007
GED -
NIIT
New Delhi, India01-2004
GED -
CREATIONS
New Delhi, India01-2003
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 TimeLocation Preference
HybridRemoteOn-SiteCertification
- Business - Project Management Crash Course, Human Resources Expert Certificate: HR Metrics and Analytics, ISO 9001:2015 Quality management system auditor, Operations Management: Management of Quality, Management Skills - Team Leadership Skills Masterclass, ChatGPT Masterclass: ChatGPT Guide for Beginners to Experts!, Mastering the Seven Quality Tools (with Microsoft Excel), PMP Exam Prep Seminar - Complete Exam Coverage with 35 PDUs, PMP Certification Exam Prep Course 35 PDU Contact Hours/PDU, The Complete Course on Leadership, Execution & Resilience, Critical Thinking: Building Strong Reasoning Skills,
- Office Productivity - The Complete AI Guide: Learn ChatGPT, Generative AI & More, Excel Essentials: The Complete Excel Series - Level 1, 2 & 3, Microsoft Excel: Advanced Excel Formulas & Functions, ChatGPT & Generative AI - The Complete Guide, Training: The Process of Teaching & Learning With The AI, ChatGPT Masterclass - Build Solutions and Apps with ChatGPT, DeepSeek R1 Basics: A Practical Guide to Smarter AI Use, Tableau for Beginners: Learn the Basics Step by Step
- Leadership - Advanced Level Psychology - (FULLY ACCREDITED), Introduction to Psychology
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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