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
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
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