Cordelia Berchy
Hyderabad
Summary
A dynamic and results-driven Training Manager with nearly 10 years of experience in the Amazon Development Centre. Known for a strong ability to design and implement training programs that align with organisational goals, I excel in developing high-performing teams and driving continuous improvement. My expertise includes assessing training needs, managing multiple projects, and delivering impactful training solutions that enhance productivity and performance. With exceptional leadership skills, I foster a positive and collaborative work environment, ensuring that all team members are empowered to achieve their best. Adept at using data-driven insights to refine training processes, I am committed to promoting excellence and innovation within the organisation.
Overview
10
10
years of professional experience
Work History
Training Manager
Amazon Development Centre
Pune
03.2020 - 02.2024
- Strategic Training Development: Designed and implemented comprehensive training programs to meet organisational goals, ensuring alignment with business strategies and enhancing employee skills.
- Leadership and Mentorship: Led a team of trainers, fostering a culture of continuous learning and professional development, and ensuring high levels of engagement and performance.
- Needs Assessment and Analysis: Conducted detailed training needs assessments to identify skill gaps and develop targeted training solutions, promoting continuous improvement.
- Performance Metrics: Utilised data analytics to track training effectiveness, making data-driven adjustments to optimise learning outcomes and organisational performance.
- Cross-Departmental Collaboration: Collaborated with various departments to align training initiatives with operational needs, ensuring cohesive and effective training solutions.
- Project Management: Successfully managed multiple training projects, including onboarding programs, upskilling initiatives, and leadership development, ensuring timely and effective delivery.
- Quality Assurance: Maintained high standards of training quality through regular evaluations, feedback sessions, and continuous improvement efforts.
- Innovative Training Techniques: Employed a variety of training methods, including e-learning, workshops, and hands-on sessions, to accommodate diverse learning styles and maximize engagement.
- Onboarding Excellence: Developed and executed comprehensive onboarding programs that ensured smooth integration of new hires and alignment with company values and culture.
- Compliance and Best Practices: Ensured all training programs complied with corporate policies and industry standards, promoting best practices across the organisation.
- Resource Optimisation: Efficiently managed training resources, including budget, materials, and personnel, to ensure effective and efficient training delivery.
- Stakeholder Engagement: Actively engaged with stakeholders to gather feedback, align training initiatives with business objectives, and secure support for training programs.
- Continuous Improvement: Identified opportunities for process improvements and implemented innovative solutions to enhance training effectiveness and operational efficiency.
Senior Training Specialist
Amazon Development Centre
Pune
01.2017 - 05.2020
- Conducted needs assessments and task analyses; facilitated new hire training courses, cross-training, process improvement, and quality assurance.
- Drove and managed associate performance to defined metrics and goals.
- Provided coaching and on-the-floor performance management, including for associates acting in trainer and mentor capacities.
- Trained in all mediums (emails, chats, and phones) for international processes.
- Conducted calibration sessions between trainers and operations.
- Developed and updated training plans.
- Delivered soft skills training for chats and email mediums.
- Groomed and mentored interim trainers.
- Managed end-to-end processes from new hire orientation to graduation phase.
- Worked on process improvement initiatives alongside operations.
Quality Assurance Analyst
Amazon Development Center
Pune
11.2015 - 12.2016
- Managed a team of 25-30 customer service associates.
- Carried out supervisory responsibilities, including training, motivating, and coaching employees; assigning and directing work; disciplining employees; and effective conflict resolution.
- Documented and maintained reports related to discussions and feedback provided by the customer, presenting these reports to the appropriate department for service improvements.
- Provided regular feedback and coaching to closely monitor performance and ensure targets were achieved.
- Determined the duties and responsibilities of individuals within a team.
- Trained and supervised associates to ensure optimum customer satisfaction.
- Led a team focused on meeting customer service efficiency and quality standards.
Kindle Technical Specialist
Amazon Development Center
Hyderabad
03.2015 - 11.2015
- Handled customer-facing issues with Kindle devices, assisting with troubleshooting.
- Resolved customer queries related to their devices, ensuring effective solutions and customer satisfaction.
Customer Service Associate
Amazon
Hyderabad
03.2014 - 02.2015
- Responded to customer queries via chat and email on various subjects, including account creation, product inquiries, order status, and cancellations.
- Followed up to ensure all actions were completed to maintain service level standards.
- Escalated systematic issues to management using available tools such as the Andon Cord.
Education
Bachelor of Arts - Economics, Public Administration, Social Management
St Francis Degree College
01.2015
Intermediate - Mathematics, Chemistry, Physics
St Ann’s Junior College
01.2012
Secondary School Certificate -
St Philomena Girls High School
01.2010
Skills
Highly organised with strong multitasking abilities
Excellent problem-solving and decision-making skills
Ability to prioritise tasks and manage workloads effectively
Strong leadership and team-building skills
Adaptable and flexible in dynamic environments
Strong communication and interpersonal skills
Commitment to continuous learning and professional development
Data-driven approach to decision-making and process improvement
Ability to develop and deliver high-quality training programs
Proven track record of fostering a positive and collaborative work environment
Personality Traits
- Highly organised with strong multitasking abilities
- Excellent problem-solving and decision-making skills
- Ability to prioritise tasks and manage workloads effectively
- Strong leadership and team-building skills
- Adaptable and flexible in dynamic environments
- Strong communication and interpersonal skills
- Commitment to continuous learning and professional development
- Data-driven approach to decision-making and process improvement
- Ability to develop and deliver high-quality training programs
- Proven track record of fostering a positive and collaborative work environment
Personal Information
- Date of Birth: 10/23/92
- Gender: Female
- Marital Status: Married
Timeline
Training Manager
Amazon Development Centre
03.2020 - 02.2024
Senior Training Specialist
Amazon Development Centre
01.2017 - 05.2020
Quality Assurance Analyst
Amazon Development Center
11.2015 - 12.2016
Kindle Technical Specialist
Amazon Development Center
03.2015 - 11.2015
Customer Service Associate
Amazon
03.2014 - 02.2015
Bachelor of Arts - Economics, Public Administration, Social Management
St Francis Degree College
Intermediate - Mathematics, Chemistry, Physics
St Ann’s Junior College
Secondary School Certificate -
St Philomena Girls High School