Reading books/webpages
Anjali Mishra
Assistant Manager Training
Gurgaon,HR
Summary
Proven leader in training and development, leveraging extensive customer service industry knowledge and analytical prowess to drive significant improvements in learning strategies and employee performance at WNS Global Services. Excelled in LMS administration and strategic problem-solving, achieving notable enhancements in training efficacy and employee engagement. Demonstrates exceptional communication skills and adaptability, with a track record of developing and implementing effective e-learning solutions.
Overview
9
9
years of professional experience
4
4
Certifications
Work History
Assistant Manager - Training and Development
WNS Global Services
Gurgaon
01.2024 - Current
- Created and implemented plan to harmonize, integrate and optimize skill-based training.
- Collaborated with department heads to identify areas of improvement and develop customized solutions for enhanced team performance.
- Launched learning journeys with supporting processes and systems to measure and link capability improvement with business results.
- Partnered with HR to align training initiatives with overall company goals, allowing for a more cohesive and strategic approach towards employee development.
- Evaluated the success of implemented training programs using key performance indicators, leading to continuous improvement efforts.
- Streamlined training materials for increased efficiency, resulting in higher employee engagement during learning sessions.
- Created a system for ongoing evaluation of training effectiveness, ensuring that resources are allocated efficiently and yielding positive results for both employees and the organization as a whole.
- Implemented an e-learning platform allowing employees to complete courses remotely, increasing participation rates in professional development activities.
- Collaborated with other departments to cater the client need during business review to align training programs with organizational goals and objectives.
Process Training Specialist
Majorel India Pvt Ltd.
Gurgaon, India
03.2022 - 01.2024
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission & vision.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Created and delivered presentations to internal and external stakeholders to showcase work.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in Training.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Process Trainer
Ienergizer IT Services
Noida, India
08.2020 - 03.2022
- Collaborated with cross-functional teams to identify areas of improvement in existing processes and develop tailored training solutions.
- Conducted regular audits of internal processes to ensure compliance with established standards and policies.
- Managed the design and delivery of specialized training programs for specific roles or departments, catering to unique needs and requirements.
- Established metrics for tracking employee progress, ensuring continuous development and growth within the organization.
- Conducted regular assessments of employee skill levels to measure the effectiveness of training programs and make necessary adjustments.
- Delivered engaging presentations and training sessions, adapting content to suit the learning styles of diverse audiences.
- Mentored junior trainers, providing guidance on best practices and effective training methods.
- Partnered with subject matter experts across the organization to develop accurate content for process-specific trainings.
- Reduced errors in daily tasks by establishing clear guidelines through well-structured process documentation.
Process Trainer
Cogent E Services
Noida, India
11.2018 - 08.2020
- Delivered high-quality training sessions, leading to increased productivity among team members.
- Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
- Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
- Collaborated with cross-functional teams for seamless integration of new processes and systems.
- Developed comprehensive training materials, resulting in improved overall performance among trainees.
- Identified skill gaps within the workforce and developed targeted training programs to address these challenges.
- Created unique materials to support training programs.
- Delivered robust training courses via classroom and e-learning programs.
- Provided coaching and mentoring to employees.
- Utilized variety of instructional design methodologies to create effective learning experiences.
Process Trainer
IEnergizer
Noida, India
12.2015 - 09.2018
- Managing Customer Service Training for international Travel Domain
- Ensuring timely delivery of training batches on floor along with OJT support
- Planning and coordinating necessary training on various tools, compliance, policies and procedures to the team members through Refresher Trainings and Mapping their Efficacy for Improvement Maintain daily training dashboards & calendar every month
- Working closely with the Ops and quality team to use data from floor in training sessions for enhancement of productivity
- Capturing, Measuring and Analyzing CSAT and Related Scores to enhance customer experience
- Conducting weekly team performance review and discussion around achieved targets to ensure better customer experience
- Delivered robust training courses via classroom and e-learning programs.
Education
Bachelor of Science - Computer Science
Dr. Bhimrao Ambedkar University
Agra 04.2001 -
High School Diploma -
Mahakoushal Board of Secondary Education
Madhya Pradesh 04.2001 -
Skills
Extensive knowledge of Customer Service industry
Analytical mind and attention to detail
Excellent communication skill
Flexibility & Adaptability
Strategic thinking & problem solving
Advanced Excel skills
Leadership & Adult learning Trainings
LMS Administration
Learning Strategies
Client Management
E-learning development
Certification
Train The Trainer Certified
Interests
Travelling-Exploring new places
Timeline
Assistant Manager - Training and Development
WNS Global Services
01.2024 - Current
Process Training Specialist
Majorel India Pvt Ltd.
03.2022 - 01.2024
Senior Process Trainer
Ienergizer IT Services
08.2020 - 03.2022
Process Trainer
Cogent E Services
11.2018 - 08.2020
Process Trainer
IEnergizer
12.2015 - 09.2018
Bachelor of Science - Computer Science
Dr. Bhimrao Ambedkar University
04.2001 -
High School Diploma -
Mahakoushal Board of Secondary Education
04.2001 -