Ethel Delphine Collins

Established the organization’s first-ever Training Center of Excellence (CoE) by designing and deploying a comprehensive end-to-end training ecosystem—built robust SOPs, frameworks, governance models, and capability matrices that delivered measurable business impact and directly contributed to revenue growth.

• Led the end-to-end deployment of the training lifecycle across the Content Engineering business, ensuring consistency and scalability.
• Implemented training filters and evaluation mechanisms to ensure only effective and capable resources transitioned from training to production.
• Drove Business-as-Usual (BAU) training initiatives, resulting in measurable improvements in key production metrics.
• Aligned training goals with organizational objectives, and upskilled trainers to enhance delivery effectiveness and training outcomes.
• Acted as client liaison, proactively engaging in discussions to understand Standard Operating Procedures (SOPs) and incorporate feedback into training.
• Collaborated on the creation of clarification documents, addressing ambiguities and standardizing understanding across teams.
• Developed comprehensive Training SOPs to ensure compliance, consistency, and quality across all project training modules.
• Organized and led employee engagement initiatives, fostering a positive work environment and enhancing team morale and collaboration.

• Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers.
• Draw an overall or individualized training and development plan that addresses needs and expectations.
• Deploy a wide variety of training methods.
• Conduct effective induction and orientation sessions.
• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them.
• Manage training budget.
• Provide opportunities for ongoing development.
• Resolve any specific problems and tailor training programs as necessary.
• Maintain a keen understanding of training trends, developments and best practices.

• Set-up local governance to tackle and mitigate major process gap.
• Built and mentored team members to suit the Dynamic environment.
• Heading Training, Learning and Development and Customer Experience for over 3000 FTEs spread across multiple locations.
• Span includes 2 Asst Managers, 4 5TL's, 20 Soft Skill Trainers, 250+ FTE's -are handled across locations.
• Raised the teams across India and Mexico Locations and modeled the end to end process.
• New Hire Engagement Programs, Learning Paths, Traction reports managed, efficacy gauge for Trainers, self-development program, Trainer readiness done.
• Built Soft Skills Content and created repository to meet the training needs.
• Soft Skills content created help raise revenue and add value to business.
• Worked closely with stakeholder on topics to be trained on continuous education program in-turn raising revenue for the training function.
• Focus on Kaizen and ensured Operational metrics is met.

• Developing and implementing HR strategies and initiatives aligned with the overall business strategy.
• Bridging management and employee relations by addressing demands, grievances or other issues.
• Managing the recruitment and selection process.
• Develop and monitor overall HR strategies, systems, tactics and procedures across the organization.
• Nurture a positive working environment.
• Assess training needs to apply and monitor training programs.
• Report to management and provide decision support through HR metrics.

• Handled Quality for Google Business, Headed 3 modes Chat, Phone and Email.
• Ensuring Training goals are met.
• Drove the CSAT contest to reach the target of 87% for the Email Team.
• Cleared Google Certification Program with 92%.
• Lead the LTO certification with 100% throughput.
• Built the end to end Quality Audit sheet, structured process was laid with governance tracked monthly/weekly.
• Initiated Soft skill training across business to enhance customer service skills across the board.
• Launched Ascentify as a Self-development tool for the agents.
• Quality Role:-
• Lead the Training & Quality team.
• 100% QC check on the QC’s done by the QA.
• Trained 4 New Hire batches for Kodak with 100% throughput.
• Calibrating the New Hired QC’s to up skill them on the new roles.
• Weekly Review presentation on Quality areas/parameters.
• Introduced the concept of Bottom Quartile to reach the target of CSAT scores.
• Universal Coach certified with 90% score.
• Internal Movement – Recruitment (Central Hiring)
• Headed the Primary source on Voice (Gateway): (Dec’2014 – Dec’16)
• Handled a team of communication trainers ensuring 90% and above throughput.
• Aligning trainers basis the TNI and TNA of the batch.
• End to end closure from on-boarding to candidate to Placements.
• Ensuring right fitment as per Business requirement.
• Attrition control (ensuring no drop out post the training program)/ maintained the lowest attrition across sites for the year 2015-16.
• Planning month wise batches as per the demand and forecast for hiring.
• Instrumental planning ensuring no misses on Business required date.
• Batch visits with Vendors to discuss plan for the month/year.
• Weekly discussion with trainers to ensure consistent conversion above 80% to meet the voice demand.
• Closed the year with the all-time highest deployment for the year’2015.
• In H1-closed the highest number deployments (100% of the overall indent for 2-specific business was catered via GTA, when compared via external hire).

• Providing Technical support to leading U.S ISP customers.
• Identifying areas of opportunities and conducting training sessions to fill the gap.
• Work towards process improvement.
• Handling Escalations, Communication with Level 2 support and Dealing with all the E.O.Cs (emergency on contact).

• Games Captain – (Athlete, Throw Ball Player, Kho-Kho, tenekoid)
• Cultural Leader – Driving participation in all extra-curricular activities