Divya Prasher
Training Manager
Noida
Summary
Seasoned Training Manager with over 7 years of experience in training and development, process training, and team leadership. Adept at designing and implementing effective training programs, improving operational efficiency, and fostering a culture of continuous learning. Seeking to leverage expertise to drive organizational growth and employee development at [Company Name].
Overview
13
13
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Training and Development Manager
EXL Service
01.2023 - Current
- Handling training for 3 leading UK Utility Clients , servicing multiple line of businesses for both Voice and BO areas as per agreed standards
- Leading team of 4 training Assistant Managers with 23 trainers, for span of over 2000+ FTE in voice/non voice processes
- Evaluated program effectiveness using key performance indicators, driving continuous improvement efforts in curriculum design and delivery methods
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Promoted a culture of continuous improvement, implementing best practices in adult education methodologies across organization
- Streamlined onboarding processes, ensuring new hires were equipped with necessary skills for success in their roles
- Championed diversity and inclusion efforts, embedding inclusive practices into all aspects of learning experience at every level within organization
- Developed high-performing teams through strategic coaching and mentoring initiatives for managers and supervisors
- Increased employee engagement, delivering customized training solutions tailored to individual learning styles
- Improved overall workplace productivity by designing competency-based curricula for essential job functions
- Facilitated change management processes during organizational transitions, providing support through targeted training interventions for affected employees
- Implemented new learning strategies depending upon employees' skill levels
Assistant Manager - Training and Development
EXL Service.com
09.2018 - 12.2022
- Improved employee performance by designing and implementing effective training programs tailored to individual needs.
- Enhanced company culture through the development of comprehensive onboarding processes for new hires.
- Organized cross-functional workshops aimed at promoting teamwork and improving communication skills among diverse departments.
- Collaborated with department heads to identify areas of improvement and develop customized solutions for enhanced team performance.
- Spearheaded efforts to revamp existing training modules based on feedback from participants, resulting in more engaging and impactful content delivery methods.
- Created a system for ongoing evaluation of training effectiveness, ensuring that resources are allocated efficiently and yielding positive results for both employees and the organization as a whole.
- Streamlined training materials for increased efficiency, resulting in higher employee engagement during learning sessions.
- Identified opportunities for process improvements and created best practices.
- Partnered with HR to align training initiatives with overall company goals, allowing for a more cohesive and strategic approach towards employee development.
- Established a mentorship program that paired experienced staff members with new hires, fostering a supportive work environment and encouraging knowledge sharing.
Assistant Manager Operations
EXL Service
06.2017 - 08.2018
- Leading a team of 15 professionals in business operations (voice) for one of the leading UK client in the utilities domain
- Accountable for managing operations and SLA delivery while keeping up high levels of customer & employee satisfaction
- Evaluate FTE requirement on periodic basis to ensure effective utilization of resources
- Identify and / or drive process improvement initiatives
- Provide coaching and feedback to team members to enable them to improve their performance
- Handle escalations in the capacity of a team leader
- Interacting with clients to foster client relationship and resolve operational issues as well as implement new process & procedural changes
- Conduct half yearly and annual appraisals of Agents and consequently make development plans for them
- Drive reward and recognition activity on the floor.
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
- Reduced employee turnover rates by fostering a positive work environment and providing clear growth opportunities.
- Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
- Ensured compliance with industry regulations, company policies, and safety standards to maintain a secure working environment.
- Implemented quality assurance initiatives to minimize errors in operations, improving overall efficiency levels.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Monitored key performance metrics to identify areas for improvement.
Process Trainer
EXL Service
06.2016 - 05.2017
- Delivered dynamic trainings sessions (customer service, soft skills, process training, refresher training, etc.) across the line of business to a diverse learning audience
- Managed knowledge transfer, material development and training delivery of 4 migration projects
- Collaborated with quality team and management across site to identify operational deficiencies and develop Lean, solution oriented, measurable training
- Ensured effective knowledge transfer via an assortment of teaching techniques, assessment tools and continuous improvement opportunities
- Successfully managed multiple, high priority projects with competing deadlines
- Provide training and on the job support to new hires for customer service of UK based customers
- Highly adept at building and maintaining fruitful, beneficial relationships horizontally and vertically across organization
- Identified and assessed training needs to determine gaps for further improvement on training materials and curriculum to better increase product knowledge and capabilities.
Customer Care Executive
EXL Service
07.2014 - 05.2016
- Attend to calls from UK based customers and assist them with their debt on the utilities account
- Maintain individual performance in terms of AHT, accuracy and C SAT scores along with identifying and assisting in team level development plans to improve performance
- Provide mentoring and support new associates moving to production and assist the team manager in tracking their individual and team level performance.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Exceeded targets consistently by maintaining an unwavering focus on customer satisfaction and service excellence.
- Promoted teamwork within the department by sharing knowledge, offering guidance, and collaborating on initiatives aimed at enhancing service quality.
- Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions.
- Assisted in training new team members to ensure a high level of customer care expertise across the department.
Finance Advisor
Home Retail Group
08.2011 - 01.2014
- Maintaining database of customer accounts and issue refund to high end customers
- Performing requirements analysis
- Effectively communicating insights and plans to cross-functional team members and management.
Teaching Assistant
Aldersley High School
- Making lesson plans and assisting teachers in conducting lessons
- Taking scheduled classes for Maths in absence of designated tutors
- Helping students who required extra help with their studies by tutoring them after school
- Promoting higher education amongst students as designated STEM ambassador for University of Wolverhampton appointed as part of UK government funded programme.
Education
BA Hons Accounting and Finance -
University of Wolverhampton
United Kingdom 09.2007 - 09.2011
Skills
Training delivery
Learning Outcomes Tracking
Customer Service
Adult Learning Theories
Stakeholder Management
Change Management
Strategic thinker
Project Management
Coaching and Mentoring
Team direction
Process evaluation and enhancement
Staff development plans
Needs Assessment
Technical training
Soft skills training
Training delivery
Passport
Valid Passport with U.K. IMMIGRATION Stamp
Timeline
Training and Development Manager
EXL Service
01.2023 - Current
Assistant Manager - Training and Development
EXL Service.com
09.2018 - 12.2022
Assistant Manager Operations
EXL Service
06.2017 - 08.2018
Process Trainer
EXL Service
06.2016 - 05.2017
Customer Care Executive
EXL Service
07.2014 - 05.2016
Finance Advisor
Home Retail Group
08.2011 - 01.2014
BA Hons Accounting and Finance -
University of Wolverhampton
09.2007 - 09.2011
Teaching Assistant
Aldersley High School
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