Ayushi Gola
Dehradun
Summary
Dynamic Assistant Manager with a proven track record at iSON Experiences, enhancing training satisfaction and employee engagement. Excelled in roles from Customer Service Representative to Manager, showcasing expertise in Training Delivery and People Management. Achieved significant process improvements and high customer satisfaction, leveraging Six Sigma principles and exceptional leadership skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Assistant Manager
iSON Experiences
Dehradun
10.2024 - Current
- Joined as a Assistant Manager for telecom process (Vi)
- Assisted in evaluating trainer effectiveness, leading to increase in training satisfaction scores based on employee feedback
- Supported training programs that resulted in an average training satisfaction scores, based on post-training feedback surveys
- Coordinated continuous learning programs, increasing employee engagement in voluntary development opportunities
- Worked closely with multiple departments to align training programs with department-specific goals, leading to increase in overall productivity
Sr. Trainer
Ienergizer
Gurgaon
10.2022 - 10.2024
- Joined as a process trainer for insurance process (Bajaj Allianz General Insurance)
- Conduct NHT training for voice, Email & Chat LOB
- After 1 year moved to another process in pilot batch (TATA AIG General Insurance)
- Promoted as Senior Trainer in TATA AIG Process and taking care of entire training team (2 trainers in alignment)
- Fulfill all client requirements and take the responsibility of reports governance
- Conduct NHT & refresher trainings for process
- Launching many projects for process improvement or knowledge enhancement like JORDAN 45, LAKSHAY & WAKE - UP
- Run contests on daily basis to drive NPS and met the desired target
- Publish training dashboard, NPS dashboard & prepare decks for WBR and MBR
Process Trainer
Cogent E Service’s
Meerut
08.2021 - 06.2022
- Promoted as a Process Trainer through the IJP
- Conduct Process & Product training for a (Prepaid/Postpaid) to ‘New Hire Trainees’ for Vodafone Idea
- Conduct refresher training sessions for BQ advisors
- Track the 0-30 performance
Customer Service Representative
Cogent E Service’s
Meerut
07.2020 - 07.2021
- Work as a customer care executive
- Handled prepaid/postpaid calls for customer service & retention in telecom process (Vodafone Idea)
- Appreciated in RNR for top performer & star performer
Education
Bachelor of Arts -
CCS University
Meerut, UP01.2022
Diploma In Mechanical Production -
BTE
Meerut, UP01.2018
Skills
- Training Delivery
- Six Sigma Yellow Belt
- People Management
- Performance Management
- Data Analysis
- Client Management and Client Relationship
- Analytical Skills
- Customer Satisfaction
- Customer Complaint Resolution
- Team Leadership & Development
- Process Improvement
- Project Management
- Risk Management
Certification
- LSSYB, Completed Lean Six Sigma Yellow belt course
- Skill Nation Power BI
Languages
- English, Expert
- Hindi, Expert
Timeline
Assistant Manager
iSON Experiences
10.2024 - Current
Sr. Trainer
Ienergizer
10.2022 - 10.2024
Process Trainer
Cogent E Service’s
08.2021 - 06.2022
Customer Service Representative
Cogent E Service’s
07.2020 - 07.2021
Bachelor of Arts -
CCS University
Diploma In Mechanical Production -
BTE
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