Ankita Choudhary
Noida
Summary
Strategic Operations Leader & Corporate Trainer with over 4.5+ years of experience at Teleperformance, specializing in the end-to-end management of high-stakes US and UK campaigns. Proven track record in driving performance across Sales, Retention, and Logistics sector by bridging the gap between classroom learning and floor execution.
As an Acting Assistant Manager Training, I have successfully led cross-functional teams to exceed CSAT and NPS targets through data-driven coaching and process optimization. Expert in the Training Lifecycle (TNA/TNI). I excel at transforming new-hire cohorts into top-performing agents while maintaining strict adherence to international quality standards. Results-oriented professional dedicated to revenue protection, operational excellence, and fostering a culture of continuous improvement.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Training Officer
Teleperformance
05.2021 - 10.2025
- 4.5+ years of experience in Process and Core Training across multiple US and UK campaigns, driving performance, quality, and operational excellence.
- Led end-to-end onboarding and new hire training programs aligned with business objectives.
- Conducted training need analysis to design and deliver impactful learning interventions.
- Monitored trainee performance metrics and implemented improvement strategies.
- Collaborated with cross-functional stakeholders to ensure seamless knowledge transfer.
- Delivered continuous feedback and coaching to enhance productivity and engagement.
- Recognized as Best Trainer (Monthly & Quarterly Awards)
- Acknowledged by clients and company leadership for outstanding contributions to performance excellence.
- Facilitated cross-training sessions to improve team proficiency in chat, voice, email, resolution, and service desk.
- Worked as acting Assistant Manager and handled Pilot Projects, from managing UAT, Production Floor Setup, Training New-Hire batches, Managers, Team Leads and other support members, Client Training and assessment for certification till the project goes live.
- Primary Trainer for both Outbound and Inbound Calls with 1.5 years of experience as a 'Subject Matter Expert' and 3 years as Process and Core Trainer and Acting Manager.
Education
Bachelor of Arts - English Literature
Lovely Professional University
Jalandhar, Punjab06-2025
Associate of Arts -
Sacred Soul Cambridge School
Nurpur, Himachal Pradesh03-2019
High School Diploma -
Sacred Soul Convent Senior Secondary School
Ludhiana, Punjab03-2017
Skills
- End-to-End Training Lifecycle (TNA to TNI)
- Performance Coaching & Mentorship
- Cross-Functional Operations Management
- Metrics-Driven Quality assurance (CSAT/NPS/DSAT)
- Data Analytics & Reporting
- Change Management & Agility
- Multi-Market Stakeholder Management (US & UK)
- Stakeholder Collaboration
- Team Leadership
- Sales and Retention Strategy
- Logistics and Supply Chain Process Knowledge
- Behavioral & Soft Skills Facilitation
Certification
- Company-led Best Practices Certified
- Client-led Process Training Certification
- Yellow Belt Training Certification
- Lean-Six Sigma Training Certification
- BEST Training and Development Certified
Accomplishments
- Recognized as Best Trainer (Monthly & Quarterly Awards)
- Client and Company Leadership Recognition for Performance Excellence
- Cross skilled and trained in Chat, Voice, Email, Resolution and Service Desk
- Primary Trainer for both Outbound and Inbound Calls
- Top Performer as Customer Care Executive and awarded best AHT (Average Call Handle Time), Highest CSAT (Customer Satisfaction), and Best FTR (First Time Resolution) in Q3 (Quarter 3rd) by stakeholders and UK Clients after first 3 months of the job.
- 9 months of experience as a 'Subject Matter Expert' due to exceptional performance as a CCE
- 3 years of experience as Process and Core Trainer and Acting Manager in multiple campaigns
Languages
- English, C2 Proficient
- Hindi, C2 Proficient
- Punjabi, C2 Proficient
Timeline
Training Officer
Teleperformance
05.2021 - 10.2025
Bachelor of Arts - English Literature
Lovely Professional University
Associate of Arts -
Sacred Soul Cambridge School
High School Diploma -
Sacred Soul Convent Senior Secondary School