Bhavika Dodiya
Mumbai
Summary
Result-driven professional with over 10+years of experience in delivering exceptional client support with leading MNCs. Proven ability to design and implement training modules that improve operational efficiency, skilled in conducting training needs analysis, creating SOPs, facilitating classroom and on-the-job training, and monitoring trainee performance. Strong interpersonal skills, communication skills, and cross-functional collaboration to elevate service standards and achieve business objectives.
Overview
11
11
years of professional experience
Work History
Training Specialist & Quality Management
Freelancer
Mumbai
03.2025 - Current
- Developed training materials for various client needs and skill levels.
- Facilitated engaging workshops to enhance participant learning and retention.
- Assessed training effectiveness through participant feedback and evaluations.
- Customized training programs to align with specific industry requirements.
- Managed scheduling and logistics for training sessions across diverse locations.
- Developed and maintained training materials, including job aids, handouts, and presentations.
- Assisted in creating an effective onboarding program for new employees.
- Reviewed and improved processes in customer service, onboarding, and system integrations to make work smoother and faster.
- Found and fixed compliance issues by identifying root causes and creating action plans to prevent future problems.
- Set clear quality standards, improved response times for service requests, and kept track of performance using easy-to-read dashboards.
- Built quality checks into everyday processes, making sure teams followed set procedures and met performance goals.
Business Head & Q&T Manager
AMBROSE SALON
Mumbai
11.2022 - 02.2025
- Oversaw a team of 20+ beauty professionals implementing strong team management practices along with scheduling, staffing, recruiting, optimizing staff workload and increasing on-time service delivery.
- Initiated and led monthly business events, running campaigns, and creating offers to increase in customer base and boost overall revenue.
- Implemented various sales strategies and staff training to achieve business goals effectively Conducted Staff performance reviews to develop employee development plans to improve service quality and business growth.
- Conducting overall audits to maintain all the aspects in check for smooth operation highlighting/correcting required activity and taking appropriate action.
- Complaints management - Experienced in doing root cause analysis to understand the issue and providing timely solutions to avoid any business loss
- Improved repeat customer rates and retention by embedding personalized service training and follow-up protocols into daily operations.
- Increased cross-selling and service add-on rates through focused training on consultation techniques and product knowledge.
- Partnered with marketing and operations teams to align training with seasonal campaigns and service launches.
- Built and maintained training content for LMS and in-person delivery formats, ensuring accessibility for salon teams at all levels.
- Used CRM and POS data to identify training needs and track the impact of learning on revenue and customer feedback.
- Developed monthly reports linking quality scores and training effectiveness to customer loyalty and salon growth metrics.
- Designed and led onboarding and upskilling programs for salon staff, improving service consistency and client experience across all branches.
- Created interactive training modules on grooming standards, client communication, hygiene, and upselling techniques tailored to salon services.
Senior Trainer
First Source
Mumbai
08.2020 - 10.2022
- Developed and delivered onboarding and ongoing training programs for agents handling chat, email, and voice support, ensuring consistent customer experience across all channels..
- Facilitated interactive sessions using role-plays, simulations, and real case studies to build practical communication and problem-solving skills.
- Collaborated with QA and Operations teams to align training with key performance metrics (FCR, CSAT, AHT, and QA scores).
- Analyzed performance reports to identify agent knowledge gaps and delivered targeted refresher sessions to improve KPIs.
- Contributed to process documentation, including SOPs and quick reference guides, to support knowledge retention and consistency.
- Led process improvement projects focused on improving chat tone, email clarity, and call handling professionalism.
- Managed training logistics including LMS content updates, training calendars, attendance tracking, and session feedback analysis.
- Conducted TNI (Training Needs Identification) using call/chat audits and CSAT trends to keep training relevant and proactive.
Process Trainer
TATA consultancy services ltd
Mumbai
06.2015 - 08.2020
- Conducting New hire end training from start to end
- Conducted soft skill training, competency training, Quality analysis, C-SAT and Quality Improvement for the unit and Improvement projects for Operations.
- Worked on Service Release and Minor Release of the process updates. (Updating the website, updating manuals, conducting training, preparing training material, conducting tests, publishing scores and reports)
- Managed the Website of the process using Web Publisher along with content writing and content management.
- Worked closely with the complaints team and Created Operations manuals and SOP's
Senior Customer service executive
Serco Global Services
Mumbai
05.2014 - 04.2015
- Handle complex customer inquiries and complaints through phone and Email
- Provide support and guidance to junior customer service representatives.
- Monitor and report on customer service performance metrics.
- Assist in developing customer service policies and training materials.
- Coordinate with cross-functional teams to resolve issues promptly.
- Maintain detailed records of customer interactions and follow-ups.
- Continuously seek ways to improve service processes and customer experience.
Education
Management Graduate -
B.L Amlani College
Mumbai03.2014
HSC -
Mumbai University
Mumbai02.2011
SSC -
GPP High School
Mumbai03.2009
Skills
- Communication Skills
- Management Skills
- Customer Service
- Employee Training
- Leadership Skills
- Process improvement
- Customer relationship management
- Quality assurance
- Training delivery
Languages
- English
- Hindi
- Marathi
- Gujarati
Timeline
Training Specialist & Quality Management
Freelancer
03.2025 - Current
Business Head & Q&T Manager
AMBROSE SALON
11.2022 - 02.2025
Senior Trainer
First Source
08.2020 - 10.2022
Process Trainer
TATA consultancy services ltd
06.2015 - 08.2020
Senior Customer service executive
Serco Global Services
05.2014 - 04.2015
Management Graduate -
B.L Amlani College
HSC -
Mumbai University
SSC -
GPP High School
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