Chitra Mehra

Plan and implement comprehensive training programs for Lenskart @home and Customer Happiness teams, aligning with business goals and key performance metrics to ensure team readiness and effectiveness. Develop engaging learning modules using the latest training techniques to achieve a standardized training approach nationwide and reinforce strong brand representation across India. Strengthen employees’ business communication and soft skills. Consistently achieve performance goals related to CSAT, revenue growth, and NPS through strategically designed training initiatives. Leading a team of trainers, ensuring consistent and high-quality training delivery across all regions while fostering a collaborative, results-driven environment. Compiled and presented insightful reports to business leaders on training impact, clearly illustrating the positive effects of training.

Developed training content and managed training for all LOBs of GoMechanic. Conducted product knowledge and sales training, refreshers, and other training. Designed and reported monthly PKTs, planned new hire batches. Built video libraries for com- prehensive learning across centers. Created process flows and SOP documentation.

Trained new hires for customer service excellence. Conducted training for customer service associates, emphasizing communication skills. Prepared TNI charters, conducted refreshers, and interactive learning games. Handled nesting batches and conducted monthly PKTs.

Quality Analyst | Sep 2014 - July 2018

Drove associate quality performance for customer service. Performed audits, provided daily feedback, and structured processes. Conducted pre-shift briefings and support/associate's dip checks. Published CQ Dashboard and participated in calibrations. Developed ACHT baseline analysis, UATs, process flows, and SOP documentation.

Trainer | Sep 2014 - Sep 2017

Trained new hires for customer service excellence. Conducted training, coaching, refreshers, and PKTs. Introduced innovative learning methods. Conducted UATs, process flows, and SOP documentation.