Anu Sharma
Corporate Training Manager
Pune
Summary
Successful Corporate Trainer skilled at developing, implementing and optimizing corporate training programs. Data-driven leader with hardworking approach and clear focus on strengthening companies from inside out. Obsessed with languages! A self-motivated Trainer seeking continuous enhancement of skillset and career growth by using expertise and experience in managing the team and working together toward a productive, positive and progressive work environment. Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Functional Trainer
Affinity Express
Pune
12.2020 - 03.2023
- Reviewing Team performance with leaders and career mapping
- Collaborating with clients and L&D Team to design product- based training programs
- Employee engagement and team building to curb attrition by 10% from previous years and enhance employee satisfaction
- Process Improvement by coaching using tools like Adult Learning Principals.
- Demonstrated strong organizational and time management skills while managing 2 verticals and multiple projects.
- Gained strong leadership skills by managing projects from start to finish.
- Skilled at working independently and collaboratively in team environment.
- Excellent communication skills, both verbal, digital and written.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Developing and creating content in order to effectively train new hired and existing staff
- Design training programs that help mitigate real time system and skill issues
Team Manager Operations
Capita India Pvt Ltd
Pune
11.2018 - 02.2020
- Manage Client SLAs and ensuring delivery of optimum productivity
- Managing team performance and maintaining client KRAs
- Managing stakeholders and client communication
- Driving Productivity to meet elevated targets
- Manage Attrition and Shrinkage to achieve client deliverables
- Reviewing Team performance with leaders and career mapping
- Cascading and implementation of changes to client policies and procedure to floor and frequent knowledge checks
- Collaborating with the clients and the L&D Team to design product- based training programs and real time issues faced by the production staff
- Employee engagement and team building to curb attrition and enhance employee satisfaction
- Managing forecast and delivery of Production and Production hours and achieving client and internal targets
- Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
- Devised processes to boost long-term business success and increase profit levels
Assistant Manager
WNS Global Services
Pune
03.2017 - 08.2018
- Strengthened operation processing and promotional strategies to drive customer engagement and boost upsells.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Manage team performance and maintaining client KRAs agreed upon
- Monitor daily employee productivity and optimize performance
- Managing stakeholders and client communication.
- Managed senior-level personnel working in operation and support capacities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Communication and Content Trainer
WNS Global Services
Pune
07.2015 - 03.2017
- Creating Training Plans for new processes and Accreditation plans for tangible quantification of talent
- Process Improvement by coaching staff on effective call handling and enhancing customer experience using Adult Learning Principals
- Creating content for Insurance domain using Instructional Designing techniques
- Conducting Training for new hires for BFSIH LOB constructive feedback sessions for tenured staff as well as new hires
- Conducting Floor refreshers and outlier training for concern assets on Ops floor.
- Applied effective time management techniques to meet tight deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Skilled at working independently and collaboratively in team environment.
Communication Trainer
Wipro BPS
Pune
09.2014 - 06.2015
- Handling floor audits for different teams with respect to call handling of agents, side Jacking, live monitoring, conducting refreshers training on new updates
- Conducting Training for new hires for Global Media and Telecommunication (GMT) and Core Banking Services (CBS) LOBs constructive feedback sessions for tenured staff as well as new hires
- Conducting Floor refreshers and outlier training for concern assets on Ops floor
- Training new hires and tenured staff on Business writing skills (BWS) and Email Etiquette.
- Developed and implemented successful onboarding program.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring and cross skilling
Quality Analyst
Wipro BPS
Pune
07.2010 - 09.2014
- Handling floor audits for different teams with respect to the call handling of agents, side Jacking, live monitoring, conducting refreshers training on new updates
- Also conduct batches for LCT (Local Content Training), conducting constructive feedback sessions for tenured staff as well as new hires
- Client Calibrations and creating Standard Operating procedures (SOPs) for the process and standardization of the quality on the floor.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation
Education
Bachelor of Science - Biotechnology
Pad. Dr. D DY Patil ACS College
Pune 06.2007 - 03.2012
Skills
System performance and functionality
undefinedCertification
Successfully completed LEAN project on “Critical Fatal error reduction”
Timeline
Functional Trainer
Affinity Express
12.2020 - 03.2023
Team Manager Operations
Capita India Pvt Ltd
11.2018 - 02.2020
Assistant Manager
WNS Global Services
03.2017 - 08.2018
Communication and Content Trainer
WNS Global Services
07.2015 - 03.2017
Communication Trainer
Wipro BPS
09.2014 - 06.2015
Quality Analyst
Wipro BPS
07.2010 - 09.2014
Bachelor of Science - Biotechnology
Pad. Dr. D DY Patil ACS College
06.2007 - 03.2012
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