Bhawna Chhabra

• Conducting Induction and Streamlined onboarding process for new hires, resulting in smoother transition into company culture.
• Preparing language, culture (U.K & U.S and soft skills content for new hire and existing employees
• Collaborated with department heads to identify key areas for skills improvement and tailored learning initiatives accordingly.
• Creating content and recording self-learning videos on loom basic, intermediate and advance level communication and soft skills trainings for MyCPE for all users across organization
• Conducting virtual communication and soft skills batches for associates, Sr, associates and managers across all branches
• Conducting mock interviews to train associates on cracking client interview for time sheets
• Recording attendance, rolling out survey and feedback forms
• Conducting regular L&D communication activities for employees to hone their skills across all branches (Interbranch Debate Championship, Impromptu, Storytelling, Elevator Pitch, Client Communication Saga, Presentation Wars etc.)
• Provided coaching on presentation skills, increasing participants'' confidence and effectiveness in public speaking
• Managed end-to-end process of designing, delivering, and evaluating training programs for maximum effectiveness.
• Collaborated with cross-functional teams to ensure alignment of training objectives with company goals.

Projects:

• Identified BQ’s and trained them to crack client interviews to get time sheets from onshore CPA’s
• Trained 165 associates on bench in span of 3 months on interview preparation
• Prepared content and self-learning videos for user for pilot PTC project
• Worked as inhouse counsellor for 3 months for organization
• Worked as Accountability Coach for low performing teams
• Evaluated employee performance and conveyed constructive feedback to improve skills

• Conducting language trainings training as per operational needs, Stake holder Management
• Conducting various L&D activities to promote Learning across the Organization
• Creating Individual Development Plan basis employee’s performance
• Conducting New hire trainings on Language, Culture, Customer Service Training, Improvement-based training interventions for existing associates to improve CCXU
• Worked on Bottom Quartile's and improved CCXU from 65% to 80% and achieved site target
• Call Calibrations and call audits
• Conducted regular needs assessments to ensure alignment of training initiatives with organizational goals and objectives.
• Enhanced employee performance by developing and implementing comprehensive training programs.

• Conducting Voice & Accent batches for NHT’s customer service & Culture training,
• Auditing calls and imparting feedback for New Hires and existing associates
• Based on performance report, conducting improvement-based training sessions
• Conducting pre, post and mock assessments and evaluations for team
• Providing floor support to both voice and non-voice on-production associates in terms of Imparting soft-skills training sessions
• Conducted one-on-one coaching sessions, providing personalized strategies for improvement in communication techniques.
• Implemented feedback assessments to measure progress and adapt training methodologies accordingly.
• Enhanced communication skills by designing and delivering interactive training sessions.
• Delivered virtual trainings using video conferencing platforms, reaching remote employees effectively

• Part of recruitment process of Trainers for Mindset mentors
• Conducting Remote Trainings on soft skills using company’s content
• Managing external Trainers, Training Calendar Management
• Relationship Manager for participant’s attending workshops
• Post workshop management (certificate distribution, collecting feedback etc.)
• Sharing Best Practices with other Trainers
• Addressed cultural barriers within organizations by incorporating diversity awareness into communication workshops

• Managing team of trainers, preparing training calendars
• Liason ing with stakeholders and designing training plans
• Established Pre-Process Training for New Hires
• Conducting Induction for new hires for both Onshore and Offshore
• New hire language training (Common European Framework – British Council)
• Conducted Culture sensitization and Customer Service trainings
• Recruiting candidates basis language assessment (CEFR – British Council)
• Creating Individual Development Plan basis the employee’s performance
• Imparting Soft Skills workshops and Training interventions basis operations requirement
• Trained and coached by delivering classroom and online-sessions
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Conducted employee performance evaluations, providing constructive feedback for growth and development.

• Conducting effective language batches customer service & Culture training for NHTs
• Conducting assessments and evaluations as per departmental norms
• Conducting language and soft-skills refreshers, and customer service for voice and web-based customer service representatives
• Conducting call calibrations
• Providing floor support to both voice and non-voice on-production associates in terms of linguistics and soft-skills
• Floor Support Training, Call Monitoring & Feedback
• Relationship manager and SPOC for energy/home services clients
• Assessed, custom designed, developed and delivered training interventions to mid-level staff for various business functions including new hires and existing resources
• Facilitation by using various methodologies like role plays, simulations, team exercises, group discussions, videos and lecture

a. Projects:

• Phoenix (4 months): One of the most crucial projects of key stakeholder wherein associates (12-24 months tenure) were put on PIP.
• Conducted TNA to identify gaps in performance
• Designed performance improvement plan to fill gaps
• Created customized training module on soft skills and client interaction
• Trained and coached by delivering classroom based sessions, side-barging calls, random calls listening, shared individual and group feedback
• Achieved 3 key metrics of business, i.e., overall quality (G2G), financial metric (conversion) and NPS.

• Client handling
• Screening and calling candidates as per the requirement of opportunities
• Preparing them for their respective profiles
• Aligning interviews with various clients and following up to closure
• Maintaining Candidate MIS (Candidate details tracking sheets, etc.),
• Coordinating with both candidate and client for arranging final interview and ensure their joining
• Conducted Soft Skills training, Supervised and managed office administration
•