Summary
Overview
Work History
Education
Skills
Timeline
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GAYATHRI KASINATHAN

Summary

Bangalore SUMMARY: An adaptable and responsible professional, seeking a competitive position in the Training and Quality vertical and will utilize the organizational and communication skills developed through my involvement with my Training and Quality job experiences. I successfully combined my studies with work and other commitments showing myself to be self- motivated, organized and capable of working under pressure. I have a clear, logical mind with a practical approach to problem solving and a drive to see things through to completion. I enjoy working on my own initiative as well as in a team.

Overview

11
11
years of professional experience
3
3
years of post-secondary education
3
3
Languages

Work History

Lead - Training & Development

Phable Care
05.2022 - Current
  • As a startup, the responsibilities were to set up training and quality processes for various categories(department) with customer interactions
  • Design departmental protocols and process documents which give detailed steps about the operations
  • Micro Journey and structural design for about 6 departments - Baseline work to analyze the gaps in the process and plot a plan to drive business metrics
  • Build a constructive training framework to plug the gaps in the process and content curation - Monthly Training schedules planned without any business impact
  • To complete administrative duties related to planning, organizing, communicating, and coordinating the delivery of employee Technical and Core skill development programs
  • Measure the L1 & L2 metrics of the departments and drive the efficiency of the associates - Quality Assurance framework for all the departments based on their nature of work - Provide guidance to the team of quality analysts for RCA and in depth data analysis
  • Based on the TNI from the call audits the refresher training framework was planned
  • Training execution with a constructive objective and content, post training assessment questionnaire, training session feedback
  • Analyze the participant's feedback and accordingly improvise the training protocol and session flow
  • Smart and user friendly handouts for immediate usage for associates- based on the business requirement
  • Tracking post training efficiency through dip checks and quality audit observations, accordingly plan for re-enforcement sessions for the team - Team of trainers and quality analysts KPIs, productivity and efficiency was also being tracked - Trainers and Quality Analyst routine tracker was planned on a monthly basis.

Lead - Quality Assurance

Twin Health Inc
09.2020 - 05.2022
  • As a Lead, I was in-charge of strategizing, curating & implementing functional training for employees, ensuring consistent delivery of excellent member experience, adherence & to be abreast with the latest development/process amendments
  • Engage in proactive training needs analysis across departments assigned and assess efficacy through quality audit & performance score
  • Ensure to complete administrative duties related to planning, organizing, communicating, and coordinating the delivery of Twin Employee Technical and Core skill development programs
  • Play an active role in the launch of new L&D initiatives and projects
  • (Universal Microjourney,
  • Master dashboard for 360' quality scores
  • Help with creating monthly L&D dashboards and training summary reporting by collating data from various sources
  • Track all the L1-L2 metrics periodically, measure Impact, and create a KAIZEN culture
  • Reinforcing Quality standards, safety audit, and increase compliance with all business processes
  • Create, cultivate, and integrate a culture of continuous improvement to support the
  • Brand promise and operational excellence.

Deputy Manager

Magus Customer Dialog Pvt Ltd
04.2019 - 08.2020
  • Below were the tasks that I was closely working - Creating training programs aligned with the business objectives and having a strong understanding of its impact on the Member experience and outcome
  • Was accountable for the competent and confident delivery of high-quality communication and coaching to all target audiences through careful assessment, planning, implementation and evaluation, and systemized training framework
  • Working closely with various Business Units/verticals across Twin and having a full understanding of their behavioral and adoption gaps
  • Embracing different styles of training techniques, including e-learning, tutorial sessions or coaching for delivery
  • Designing staple curriculums for all cadres of employees/teams across domains, with a focus on functional and product training end to end
  • Work closely with trainers and SMEs on session handling, ensure efficient sessions, effectiveness in training approach
  • KPIs of for the team and track efficiency, optimum utilization of resources and ensure business objectives are met
  • Quality Improvement Program (QIP) - Successfully implement process improvement or quality management programs
  • Establish work plan metrics and pursue data collection methods for accurate trending reports
  • Analyze performance metrics related to defined operational and quality metrics to recommend valid solutions
  • Focus on business prioritization, service quality, provide feedback and take up improvement initiatives
  • Act as knowledge experts for continuous improvement activities in all L&D, functional and administrative areas
  • Monitor various department processes, such as care complaints and medical record assessments (EMR) and recommend actions to address any risks or vulnerabilities
  • Quality Analysts KPI's were set and drive their performance to efficiently audit the calls and handle the health counselors, coaches and doctors in an appropriate based on their designation levels., Manage a team of Trainers and Quality Analysts
  • Conducting workshops for the Trainers and Quality Analysts to develop their interpersonal skills which in turn reflect on the team
  • Define & implement plans for the achievement of Company goals & objectives to ensure growth and profitability performance and communicate/analyze the key drivers/channels for growth through excelling in quality performance
  • Training the Trainer to ensure better training throughput and efficacy
  • Formatting Training and Quality Reports across all the processes under my vertical
  • Handling client escalations, setting internal benchmarks and driving the team to achieve the targets
  • Work closely with the Ops team to understand operational requirements and bridge the training modules for refreshers and implement on refresher sessions
  • There by helping the executives in becoming more efficient in meeting operational SLAs as well
  • Create scalable activities that ensure best practices in campaign setup for better performance and easy access to critical information for the executives
  • Activities that would give operational excellence
  • Customize the quality audit sheet as per client requirement so the QA can effectively evaluate calls in a short span of time.

Assistant Manager

Magus Customer Dialog Pvt Ltd
04.2016 - 04.2019
  • Set training strategies as per the client requirement - Design, Plan and execute specific unit requirements including training and Skill certification
  • Roll out and Drive Training needs analysis
  • Facilitate scheduled and ad hoc training delivery
  • Support customization of modules as per unit's requirements
  • Identify and coordinate with clients to provide external training programs as per unit requirement
  • Provide inputs for development/enhancement of modules
  • Ability to support multiple project rollouts
  • Ensure Client satisfaction, leading to attaining high scores in Net throughput
  • Work with different SPOCs at different levels to drive initiatives end-to-end
  • Training delivery for Soft Skill and various processes
  • Behavioral training at both agent level and management level.

Lead Trainer

Babajob.com
08.2015 - 04.2016
  • A Trainer role is pivotal in ensuring consistent performance and superior experience for bothparticipants and the organization
  • Work with internal departments and develop strategies that drive performance
  • Develop Content for Training by identifying the needs (TNA) from the management
  • Do Training Need Analysis and identify quick and efficient solutions to complete defined tasks
  • Prepare process documents for training conducted
  • Develop content for Soft Skills and conduct training to improve the quality of service
  • Work on a program outline for Sales/Customer Service Based Training
  • Create assessments to gauge the understanding and knowledge of the participants
  • Define problems in a simple, clear manner and apply critical thinking skills to arrive at solutions forthe varied nature of operations requests
  • Deliver sales techniques to improve the performance and generate revenue
  • Subject matter expert in one or more areas as have been handling multiple clients
  • Effectively lead the team in the absence of management and provide managerial assistance asneeded
  • Counsel Officers who are lacking performance and have behavioral issues
  • Also coach the new joiners to get through the learning and transition phase.

Program Trainer

Convergys
05.2012 - 06.2015
  • Training Delivery on various processes
  • (Chat and voice)- Identify the organizational needs and implement sales strategies
  • Got stage-1 and stage-2 certification from the clients
  • I have been successful in managing retention and the net throughput
  • Review officers' performance to ensure program, quality, and training needs are met
  • Maintain batch performance improvement data, certification scores, training schedules and otherdata
  • Attend and participate in professional development training.

Customer Care Coordinator

Ocwen
03.2011 - 04.2012
  • Ocwen was a mortgage servicing company
  • Direct conversation with clients on the mortgage services
  • Analyze the needs for the clients to pay and convey the message
  • Attend meetings to make sure the quality needs are met.

Education

BBA - Business Administration

Sikkim University College
03.2016 - 08.2019

Skills

SKILLS & EXPERTISEundefined

Timeline

Lead - Training & Development

Phable Care
05.2022 - Current

Lead - Quality Assurance

Twin Health Inc
09.2020 - 05.2022

Deputy Manager

Magus Customer Dialog Pvt Ltd
04.2019 - 08.2020

Assistant Manager

Magus Customer Dialog Pvt Ltd
04.2016 - 04.2019

BBA - Business Administration

Sikkim University College
03.2016 - 08.2019

Lead Trainer

Babajob.com
08.2015 - 04.2016

Program Trainer

Convergys
05.2012 - 06.2015

Customer Care Coordinator

Ocwen
03.2011 - 04.2012

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GAYATHRI KASINATHAN