Hi, I’m
Bindu Murali
Chennai,TN
Summary
Dynamic and results-oriented Training and Quality professional with over 9 years of experience in corporate training, quality assurance and team management. TESOL and TEFL certified, skilled in designing and implementing effective training programs that enhance employee performance and drive organizational success. Proven track record in mentoring, coaching, and leading diverse teams to achieve strategic training goals. Contributor to AI development for call audits, enhancing quality assurance processes through innovative technology.
Overview
15
years of professional experience
1
Certification
Work History
Movate
Training and Development Specialist
09.2022 - Current
Job overview
- I Lead the Training and Quality team, focusing on achieving audit, coaching, and training objectives.
- Contributed to the development and implementation of AI tools for call audits, improving efficiency and accuracy in quality assurance.
- Design and coordinate comprehensive training programs, enhancing employee skills and knowledge.
- Conduct quality audits and provide targeted coaching on calls, emails, and chat interactions.
- Improved learning outcomes with application of adult learning principles in all training programs.
- Manage training content development and oversee team attendance and leave scheduling.
- Perform “Audit the Auditor” quality checks, ensuring adherence to training standards.
- Mentor team members, fostering professional development and continuous improvement.
- Led internal certification programs that resulted in a greater number of qualified employees holding specialized roles within the company structure.
- Composed informative instructional materials, including manuals, guides, and job aids for diverse learning preferences.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Managed multiple projects simultaneously while maintaining strict deadlines and adhering to budget constraints.
- Utilized various assessment tools to measure individual progress post-training implementation, adjusting curriculum as needed based on data-driven insights.
Movate
Senior Associate - Training & Quality
08.2017 - 05.2019
Job overview
- Contributed to the Quality and Training team, actively participating in the interview panel.
- Audited over 200 calls, 50 emails, and 50 chat transcripts monthly, delivering actionable feedback to associates.
- Developed and implemented training modules for new hires, focusing on soft skills and certification processes.
- Facilitated weekly calibration sessions with operations and quality teams to align training strategies.
- Managed escalations and conducted root cause analysis to enhance service delivery.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Trained and supported new team members, maintaining culture of collaboration.
Simplilearn
Senior Trainer - Learning and Development
07.2014 - 12.2014
Job overview
- Directed the Learning and Development team, designing impactful training programs such as Interview Skills Workshops.
- Streamlined the new hire induction process, reducing training duration from 3 weeks to 1 week.
- Organized employee engagement initiatives, including Rewards & Recognition events and CEO connect programs.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
- Evaluated training needs to improve training quality.
Aditya Birla Minacs world Wide Ltd
Trainer - Customer Support
03.2013 - 07.2014
Job overview
- Delivered training on product knowledge, process understanding, and soft skills for new hires in the telecom sector.
- Actively participated in the interview process, assessing candidates for training suitability.
- Conducted certification and managed escalation handling, applying root cause analysis for service improvements.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with subject matter experts to create accurate training content.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
Justdial
Customer Service Trainer
12.2010 - 03.2013
Job overview
- Led training sessions for new hires on product and process, ensuring a comprehensive onboarding experience.
- Coordinated on-the-job training, calibrations, and performance tracking to enhance team effectiveness.
- Assisted in maintaining high levels of employee engagement throughout the training process by incorporating interactive activities and group discussions into each session.
- Developed a thorough understanding of company products and services to provide accurate information during training sessions.
- Provided expert guidance on company policies and procedures, ensuring proper adherence among all customer service representatives.
- Developed innovative role-play scenarios to simulate real-life customer interactions, enhancing problem-solving abilities among trainees.
- Created a positive learning environment by fostering open communication and constructive feedback during training sessions.
- Implemented ongoing evaluations for trainees, ensuring consistent progress and skill development over time.
Justdial
Customer Service Representative
06.2009 - 12.2010
Job overview
- Assisted customers via phone, addressing inquiries and resolving complaints.
- Served as a Quality Mentor, supporting new joiners in practical application of training.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Annamalai University
Master of Arts - MA from English Language and Literature/Letters
01.2018
Bangalore University
Bachelor's degree from Biotechnology
01.2009
Bishop Cotton Womens Christian Law College
12th from Biology, General
01.2006
Air Force School
10th Std
01.2004
Skills
- Quality Auditing
- Performance Assessment
- Blended Learning
- Needs analysis
- Adult Learning Theory
- Mentoring
- Training & Development
- Team Management
- Training Delivery
- New hire on-boarding
- Coaching and Mentoring
- Customized training
- Training facilitation
- Performance Evaluation
- Course material creation
Certification
- Teaching English to Speakers of Other Languages (TESOL)
- Teaching English as Foreign Language (TEFL)
- Teaching Knowledge Test;
Score: Band 2 · Jul 2019
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Tamil
Advanced (C1)
Timeline
Training and Development Specialist
Movate
09.2022 - Current
Senior Associate - Training & Quality
Movate
08.2017 - 05.2019
Senior Trainer - Learning and Development
Simplilearn
07.2014 - 12.2014
Trainer - Customer Support
Aditya Birla Minacs world Wide Ltd
03.2013 - 07.2014
Customer Service Trainer
Justdial
12.2010 - 03.2013
Customer Service Representative
Justdial
06.2009 - 12.2010
Bangalore University
Bachelor's degree from Biotechnology
Bishop Cotton Womens Christian Law College
12th from Biology, General
Air Force School
10th Std
- Teaching English to Speakers of Other Languages (TESOL)
- Teaching English as Foreign Language (TEFL)
- Teaching Knowledge Test;
Score: Band 2 · Jul 2019
Annamalai University
Master of Arts - MA from English Language and Literature/Letters
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