Chaithanya Chowdhary
Senior Manager Service Quality & Training
Bangalore
Summary
- Conceptualized and disseminated seller communications, developed and implemented Standard Operating Procedures (SOPs) in collaboration with internal stakeholders, legal, and ethics & compliance teams to ensure regulatory alignment.
- Communicated process changes and rollouts to all relevant internal teams.
- Designed and managed a comprehensive knowledge base, created and delivered call center training programs for employees, and governed quality administration for support teams.
- Managed multiple vendor locations, coordinating Continuous Readiness Training (CRT) and refreshers. Governed training deliverables across various Lines of Business (LOBs) at multiple locations.
Overview
15
15
years of professional experience
5
5
Languages
Work History
Senior Manager Service Quality and Training
Myntra
07.2019 - Current
- Governed and managed SOPs and seller communications across multiple channels, ensuring maximum reach and compliance with legal, ethics, and regulatory standards.
- Successfully managed the business transition to a third-party vendor, including the development and execution of the Statement of Work (SOW) and contract.
- Managed quality performance for multiple internal teams and outsourced service partners, achieving an average compliance rate of 90%.
- Effectively managed procurement, renewal, Master Service Agreements (MSAs), contracts, and invoices for all third-party tools used within Myntra Seller Support.
Senior Trainer Knowledge Management & Transitions
Ola International
01.2018 - 06.2019
- Designed and program-managed three major international business transitions for Ola in Australia, New Zealand, and London, focusing on customer support.
- Developed SOPs and training content for Ola International, ensuring compliance with local legal requirements.
- Trained and transitioned processes to outsourced vendors, maintaining operational cadence during the first 90 days of business launch.
- Streamlined the Safety Response Team's processes to effectively handle SOS situations.
Senior Process Trainer
Mphasis
06.2013 - 07.2016
- Reduced errors in daily tasks by establishing clear guidelines through well-structured process documentation.
- Trained multiple team with an avg of 92% throughput
- Coordinated closely with operations in identifying skills gaps among employees and designing targeted training programs to address them.
Senior Process Trainer
Aegis
07.2016 - 10.2017
- Evaluated and improved existing training materials to ensure accuracy, relevance, and effectiveness.
- Partnered with subject matter experts across the organization to develop accurate content for process-specific trainings.
- Implemented an e-learning platform that provided employees with access to self-paced courses, increasing engagement in professional development activities.
Senior Customer Service Executive
HSBC
01.2011 - 04.2013
- Responded to and resolved customer queries regarding daily banking needs.
- Managed objection handling in the Level 2 team, effectively deescalating irate customers.
- Trained multiple teams and conducted refresher courses as a backup trainer.
Senior Customer Service Executive
Wipro
08.2009 - 01.2011
- Answered multi-line phones and addressed client's technical issues and challenges.
- Managed escalated client call in L2
Education
NIELIT-'O' Level (IT) - Web Designer
KEONICS
National Institute Of Electronics & Information 04.2001 -
12th -
Board of Intermediate Education
04.2001 -
Skills
Knowledge Management & Training delivery
Coaching and Mentoring
Lean Management, Quality & Compliance Audits
Learning Management Systems
Accomplishments
- Special recognition award for successful business transitions Trainer of the Quarter twice in a row.
- Appreciation from clients in successfully migrating new Business Applications and conceptualizing the SOP repository.
- Recognized for 100% through put and quality excellence.
- Awarded by the stake holders for helping below performing delegates improve the quality and process knowledge.
Keyresponsibilitieshandled
- Ensured all seller communications and policies were vetted, approved, and shared with intended users, maximizing reach and enhancing seller education on process and policy rollouts and changes.
- Streamlined processes in collaboration with stakeholders to ensure a structured and efficient workflow, while aligning with legal and ethics & compliance standards.
- Developed curriculums and action plans to elevate substandard performance to desired levels.
- Proficient in evaluating learners' performance in classroom settings.
- Ensured adherence to quality and compliance requirements, identified performance gaps, and effectively addressed these through targeted learning interventions.
Employerspositionsheld
- Ola International, Trainer - Knowledge Management & Project coordination, 01/22/18, Present
- Aegis, Senior Process Trainer, 07/18/16, 10/20/17
- Mphasis, Senior Process Trainer, 06/18/13, 07/11/16
- HSBC, Senior Customer Service Executive, 01/27/11, 04/03/13
- Wipro, Senior Customer Service Executive, 08/04/09, 01/11/11
Personal Qualities
Strong motivational skills Remarkable analytical, logical skills excellent communication skills in written and verbal both. Ability to give the best result in pressure Ability to inspire and motivate others to pursue accomplishments
Personal Information
- Date of Birth: 05/13/88
- Marital Status: Single
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Senior Manager Service Quality and Training
Myntra
07.2019 - Current
Senior Trainer Knowledge Management & Transitions
Ola International
01.2018 - 06.2019
Senior Process Trainer
Aegis
07.2016 - 10.2017
Senior Process Trainer
Mphasis
06.2013 - 07.2016
Senior Customer Service Executive
HSBC
01.2011 - 04.2013
Senior Customer Service Executive
Wipro
08.2009 - 01.2011
NIELIT-'O' Level (IT) - Web Designer
KEONICS
04.2001 -
12th -
Board of Intermediate Education
04.2001 -
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