Debjani Ghosh
Bolpur
Summary
Dynamic Lead Trainer at Sutherland Global Services with a proven track record in enhancing Chinese and English language proficiency through innovative training methods, including Articulate 360. Excelled in mentoring and team management, boosting employee retention and engagement. Expertise in data analytics and curriculum design contributed to significant learning outcomes and operational efficiencies.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Lead Trainer
Sutherland Global Services
03.2024 - Current
- Worked on multiple language based projects and built content using Articulate 360 (Rise 360 and Storyline 360) to train New Hires and improve Tenure associate’s Chinese and English language proficiency.
- Worked on chat simulator cum bot and created simulated chats for the associates to practice and get hands on experience on chat process.
- Increased employee retention rates by providing ongoing support and mentorship to new hires during their onboarding process.
- Analysed weekly, monthly, quarterly and annual data each week to find insights for business reviews.
- Conducted TNA and TNI for Mandarin program and delivered results on time.
- Championed a shift towards blended learning approaches that combined face-to-face instruction with digital tools for an enhanced learning experience.
- Promoted a culture of continuous learning within the organization by regularly sharing industry trends and best practices among colleagues.
- Facilitated learning through classroom instruction, on-the-job coaching and virtual training for 450 employees.
- Implemented robust tracking systems to monitor employee progress throughout various stages of their training journey.
- Evaluated trainee progress through assessments and feedback surveys, refining course content as needed for maximum effectiveness.
- Consistently updated training materials to reflect the latest industry standards, ensuring that employees stayed current in their respective fields.
- Boosted trainee engagement with interactive training sessions that included role-plays, simulations, and group activities.
- Introduced innovative gamification strategies into training sessions, making learning more enjoyable while reinforcing key concepts.
- Mentored junior trainers in effective teaching methodologies, contributing to their professional development and growth within the organization.
- Utilised candidate sourcing and recruitment via networking, cold calls and online recruiting resources to search for qualified individuals.
Senior Associate Trainer
Sutherland Global Services
11.2022 - Current
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Trained and supported new team members, maintaining culture of collaboration.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Identified potential risks to develop mitigation plans and minimize impact on project timelines.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Completed daily logs for management review.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
Subject Matter Expert
Sutherland Global Services
09.2021 - Current
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Boosted team morale and productivity through effective leadership and clear communication.
Associate CS Internet
Sutherland Global Services
07.2020 - Current
- Utilised excellent communication skills when interacting with sellers through email, resolving any concerns or issues they might have encountered while selling on e-commerce websites.
- Maintained thorough knowledge of process by regularly attending training sessions and staying informed of any updates or changes within the company''s catalog.
- Achieved monthly targets consistently by utilising effective time management techniques in addition to persuasive selling tactics during conversations with potential buyers.
- Given suggestions on process improvements which led to reducing effort of the sellers and helped them expanding their business.
Education
Bachelor Of Arts - Chinese Language And Culture
Cheena Bhavana, Visva Bharati
West Bengal10.2020
Higher Secondary -
Patha-Bhavana , Visva Bharati
West Bengal 06.2016
Skills
- Read, write and speak in Chinese, English, Hindi and Bengali
- Simultaneous interpretation
- Mentoring abilities
- Team Management
- Training delivery
- Coaching Techniques
- Training Needs Analysis
- Training and mentoring
- Employee Onboarding
- Client Relationship Management
- Operations Management
- Data Analytics
Certification
HSK 5
HSKK intermediate
HSK 4
UI/UX enthusiast
Rise 360 ( Articulate 360)
Rabindra Sangeet and Classical Music
Languages
Chinese (Mandarin)
Advanced (C1)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Timeline
Lead Trainer
Sutherland Global Services
03.2024 - Current
Senior Associate Trainer
Sutherland Global Services
11.2022 - Current
Subject Matter Expert
Sutherland Global Services
09.2021 - Current
Associate CS Internet
Sutherland Global Services
07.2020 - Current
UI/UX enthusiast
Rise 360 ( Articulate 360)
Rabindra Sangeet and Classical Music
Bachelor Of Arts - Chinese Language And Culture
Cheena Bhavana, Visva Bharati
Higher Secondary -
Patha-Bhavana , Visva Bharati
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