Deepshikha Sharma
Training and Development
Faridabad
Summary
Dynamic Project Management Trainer with expertise in delivering training programmes that enhance employee skills and productivity. Achieved alignment of training initiatives with strategic goals through effective collaboration with department heads. Focused on continuous improvement of team performance and organisational growth.
Overview
3
3
Languages
7
7
years of professional experience
Work History
Project Management Trainer
CallBA
Gurugram
01.2022 - 07.2024
- Coordinated with department heads to identify training needs, aligning programmes with strategic goals.
- Created materials and facilitated training sessions to teach employees new processes and software.
- Facilitated training sessions for staff on new processes and technologies, enhancing team skills and productivity.
- Delivered training programmes within allocated timeframes.
- Conducted training sessions for new staff, imparting knowledge of company processes.
- Conducted regular assessments to evaluate trainee progress and identified areas requiring further attention.
Service Advisor
CallBA
Gurugram
02.2021 - 01.2022
- Acted as first point of contact to resolve customer complaints effectively.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Respond professionally to inbound and outbound phone calls, emails, messages, including any urgent situations.
- Provide courteous and efficient service to the worldwide British Airways community.
- Identify and escalate issues appropriately.
- Utilise available resources to research and troubleshoot problems effectively.
- Investigate from the existing knowledge resources to provide resolution.
- Mediate situations between users with empathy and fairness.
- Compose thoughtful and accurate messages or customise prepared responses to customer emails.
- Monitored and controlled multiple concurrent tasks to ensure service continuity.
- Acted as ambassadors to promote knowledge, empathy, and accountability within the team.
- Proactively strive to meet targets and goals independently.
- Recommended additional services to customers, contributing to increased sales.
Client handling and Customer support
SensiHi
01.2019 - 02.2021
- Responding to customer queries in a timely and accurate way, via phone, email or chat.
- Respond to customer queries in a timely and accurate way, via phone, email or chat.
- Identifying customer needs and helping customers use specific features.
- Identify customer needs and help customers use specific features.
- Monitor customer complaints on social media and reach out to provide assistance.
- Ensure customer satisfaction by following up on previously reported technical concerns. with customers to ensure their technical issues are resolved.
- Inform customers about new features and functionalities.
- Updated internal databases with technical issue information and customer discussions to improve support efficiency.
- Gathered customer feedback and shared insights with Product, Sales, and Marketing teams to inform strategic decisions.
- Document feature requests collected from customers to inform product development. and effective workarounds with team members.
- Contribute to training sessions for junior staff to improve customer service quality. junior Customer Support Representatives.
- Analysed and reported product malfunctions to enhance product reliability.
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users).
- SensiHi aims at enabling speed, profitability and optimisation of businesses via digital transformation. Whether you are a blooming startup or an established business, their state of the art services are designed to help you connect and engage masses effectively.
Customer Relationship and Content Manager
Vamani Overseas
04.2017 - 11.2018
- Planning and delivering CRM strategies across the organisation with a view to retaining existing customers, increasing brand loyalty and expanding the company brand.
- Segmented customer database for targeted marketing activities, enhancing engagement and relevance.
- Collaborated with departments to align CRM strategy with organisational goals, ensuring cohesive implementation.
- Development of testing strategies to guarantee the most efficient approach for the organisation and its customers.
- Developed creative ideas, prepared proposals, oversaw production process and execution, and reported outcomes to stakeholders.
- VAMANI OVERSEAS PVT. LTD. is a well-established and renowned name in the Home Decor arena. Their strength lies in their state of the art manufacturing facility encompassing curing, treatment and mechanized wood working machinery. They stock and showcase an exquisite range of wooden and wrought iron furniture, antique reproductions and soft furnishings. Their contemporary and eclectic designs blend aesthetics with functional value.
Education
Diploma - Spanish Language
01-2020
M.A - English
01-2017
B.A honors - English
01-2014
XIIth Grade -
01-2011
CBSE Board
Skills
- Proficient in MS Office
- Proficient in Excel
- Proficient in PowerPoint
- Proficient in making Taglines and Ads
- Designing Social media and marketing campaigns
- Proficient in PR skills
- Telecalling
- Email marketing
- Performance evaluation
- Customer service
- Relationship management
- Project management
- Technical training
- Training and Development
- Train-the-Trainer model
- Training material creation
- Leadership coaching
- Training delivery
- Face-to-Face counselling
- Self-motivated
- Determined
- Eager to learn
- Creative
- Optimist
- High attention to detail
- Exceptional computer skills
- Ability to multitask
- Stay organized
- Friendly and professional demeanor
- Critical thinking
- Creative problem solving
- Clear communication
- Professional communication
- Informative communication
- Ability to work efficiently under pressure
- Comfortable with ambiguity
- Ability to work with diverse backgrounds
- Adapt quickly to changing priorities
- Thrive in a dynamic environment
- Collaborative environment
Languages
Hindi
English
Spanish
Accomplishments
- Awarded certificate of excellence by British Airways CEO, Sean Doyle. To recognise the dedication and commitment to excellence in delivery during the project and successful movement to CallBA's new site.
Volunteer Experience
- Save water, save life
- Education of girl child
- Leaders For Tomorrow (NGO)
Personal Information
- Father's Name: Mr. Suresh Sharma
- Mother's Name: Mrs. Neelam Sharma
Timeline
Project Management Trainer - CallBA
01.2022 - 07.2024
Service Advisor - CallBA
02.2021 - 01.2022
Client handling and Customer support - SensiHi
01.2019 - 02.2021
Customer Relationship and Content Manager - Vamani Overseas
04.2017 - 11.2018
Instituto Cervantes - Diploma, Spanish Language
D.A.V college - M.A, English
Deshbandu college - B.A honors, English
Apeejay School - XIIth Grade,