D. Ayesha Siddiq
Manager Training
Hyderabad
Summary
Accessible, positive, and deadline-focused Manager with 8+ years of experience working with teams in Training. Self-Driven, results-focused Training expert with 13+ years' experience in the BPO industry. Calm and professional Manager with experience in resolving customer concerns and dealing flexibly with change. An inspiring and conscientious leader with a strong background in team development and a solid reputation for assessing business needs, developing cost-saving solutions, and driving customer satisfaction.
Overview
18
18
years of professional experience
2006
2006
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Manager Training
Teleperformance
05.2023 - Current
- Manages 9 Process Trainers and 2 Associate Managers
- Handling 3 projects with Head Count of 700
- Handling Language and Process Teams for all the Processes
- Having client Interactions and representing different reviews from Tele Performance
- Handles end to end Process Training requirements for US ISP and Entertainment Platforms
- Takes care of Language, Behaviour and skill Trainings
- Manages and Delivers Leadership Trainings for the Support Staff, Leaders and Clients
- Working on Bottom Performers by creating Training content based on the need
- Understanding Skills and Competencies of different learners and working towards improving them
- Manages New Hires, Process refreshers and TNI’s
- Working on Continuous improvement post analysing skill gaps
- Encouraging professional development of all the employees in the process
- Designing the courses based on the Employee development and skill gaps identified
- Managing all mandatory Learning’s for the Process from company as well as client perspective
- Manages all the Training reports
- Participates in Weekly, Monthly, Quarterly & Annual reviews from Training
- Received “Best Manager” award for the year
Associate Manager
Tech Mahindra
08.2017 - 05.2023
- Manages 6 Process Trainers and 2 Senior Trainers
- Was recognized as a Tech M SHERO for 2020
- Handles end to end Process Training requirements for Australian ISP- Belong and Telstra
- TTT certified from the client
- Manages Process refreshers
- Closely work with the client for all Training needs
- Participates in Weekly, Monthly, Quarterly & Annual reviews from Training
- Manages all the Training reports, Invoicing for the process
Process Trainer
Infosys BPO
03.2014 - 08.2017
- Initially joined as Sr
- Associate and got promoted as Process Trainer within 9 months
- Handled Process Training for UK Client - British Telecom
- Train new joiners on Billing, Technical Support, Order & Digital Support
- Completed TTT from the client
- After successful training for 3- 4 weeks handover the batch to Production
- Publish & maintain all the batch related information
Sr. Associate
HSBC
12.2008 - 12.2011
- Handled UAE Customers with all banking enquiries
- Dealt with Accounts, Credit Cards & Internet Banking enquiries
- Was a Mentor for all new batches during the phase of OJT(Nesting)
Customer Service Executive
CFCI
05.2008 - 11.2008
- Worked as a Customer Service Executive handling US Mortgages
Customer Service Executive
E2E Serwizsol Sol.
02.2007 - 05.2008
- Handled Inbound & Outbound calls for the domestic Process called TATA SKY
Tele caller
Gen X
11.2006 - 02.2007
- Handled Outbound calls on ISO Certifications for the organisations
Education
BSc. - Comp
Arts College
Intermediate - undefined
Shri Vidyarthi Jr. College
Secondary School - undefined
Little Flower
Skills
Reports generation and analysis
Developing fun activities
Manager training
Team leadership and training
Customized training
Increased employee competency through comprehensive training and skills development programs
Training program management
Technical training experience
Personalized training
Associate training
Expertise in training methods
Training and leadership
Recruiting and training
Team training and development
Technical skill training
Training and mentoring capabilities
Training metrics tracking
Creative training design
Personal Information
Date of Birth: 09/23/85
Certification
Yellow Belt
Timeline
Yellow Belt
10-2024
Manager Training
Teleperformance
05.2023 - Current
Associate Manager
Tech Mahindra
08.2017 - 05.2023
Process Trainer
Infosys BPO
03.2014 - 08.2017
Sr. Associate
HSBC
12.2008 - 12.2011
Customer Service Executive
CFCI
05.2008 - 11.2008
Customer Service Executive
E2E Serwizsol Sol.
02.2007 - 05.2008
Tele caller
Gen X
11.2006 - 02.2007
Intermediate - undefined
Shri Vidyarthi Jr. College
Secondary School - undefined
Little Flower
BSc. - Comp
Arts College