DEEPIKA Sharma
NEW DELHI
Summary
Seeking a position to utilize my skills and abilities in an Organization that offers professional growth while being Resourceful, Innovative & Flexible and prove to be an asset for the Organization. Knowledgeable Training Specialist successful at developing and overseeing site-based and online training programs. Decisive and disciplined professional with personable style and thorough approach.
Overview
9
9
years of professional experience
Work History
Communication & Process Trainer
Honasa Consumer Pvt. Ltd.
Gurugram
08.2019 - Current
- Handling the training of multiple brands.
- Develop training content that focuses on communication skills, such as active listening, tone modulation, language proficiency, clarity, and etiquette.
- Organize and deliver training sessions on improving communication skills for both new hires and existing employees.
- Run mock call scenarios, group discussions, role-playing exercises, and other interactive activities to build confidence.
- Suggest improvements and support specific goals related to customer satisfaction and employee development.
- Assist the CS team and resolve all training requirements for various customer operations.
- Develop and maintain documents for various processes, preparing appropriate development plans for them.
- Design and maintain training courses for all materials.
- Coordinate with various employees, and maintain efficient knowledge of products.
- Facilitate the provision of training sessions, develop appropriate objectives, and ensure achievement of the same.
- Ensure optimal levels of customer satisfaction, and compile all feedback to analyze.
Senior Analyst
ShopClues
12.2018 - 08.2019
- Need to coordinate with customers and re-sellers
- Need to coordinate with the relevant department to resolve the customer query
- Always deliver desired results
Sales Associate
Hostbook Ltd.
06.2018 - 11.2018
- Into management support, need assist BDE manager & inside sales Manager to get the needful data
- Given Demos to CA & high value clients
Customer Service Executive
Allsec technologies Pvt. Ltd.
12.2015 - 02.2018
- Worked on UX process
- Cross trained on multiple surveys related to process improvement every month
- Use to work on survey monkey and deliver desired outcome
- Mostly worked on high value customer & client’s data
Senior Quality Auditor
Honasa Consumer LTD
Gurgaon
08.2019 - Current
- Listen to recorded or live customer interactions (calls, chats, and emails).
- Assess the quality of communication based on predefined metrics (e.g., compliance, tone, resolution skills).
- Identify deviations from standard operating procedures (SOPs).
- Provide detailed feedback to agents on their performance.
- Highlight both strengths and areas for improvement.
Education
Class XII -
CBSE
01.2015
B.A - English Hon.
Delhi University
Skills
- The ability to do hard work with determination, even if multiple tasks are assigned
- Willingness to contribute in a team environment
Languages
- English
- Hindi
References
Available on Request
Hobbies and Interests
- Listening Music
- Reading books
Professional Development
- Ability to use computer efficiently, MS Office
- Teamwork development
- Soft skills: Teamwork, communication, problem-solving
- Currently pursuing the course Train the Trainer Bootcamp from Udemy
Personal Information
- Father's Name: Mr. Mukesh Kumar
- Date of Birth: 03/19/96
- Nationality: Indian
- Marital Status: Married
Timeline
Communication & Process Trainer
Honasa Consumer Pvt. Ltd.
08.2019 - Current
Senior Quality Auditor
Honasa Consumer LTD
08.2019 - Current
Senior Analyst
ShopClues
12.2018 - 08.2019
Sales Associate
Hostbook Ltd.
06.2018 - 11.2018
Customer Service Executive
Allsec technologies Pvt. Ltd.
12.2015 - 02.2018
Class XII -
CBSE
B.A - English Hon.
Delhi University
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