Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Timeline
Hi, I’m

Hetal Modi

Mumbai
Hetal Modi

Summary

A competent Trainer with over 18 years of experience, in both Operations and Operations Support, adept at transforming a predominantly instructor-led organization to embrace digital learning and adopt a self-paced learning culture.

Skilled in strategizing, designing and developing an effective and innovative global training solution and extensive expertise in leading the training and development requirements of the business with focus on overall organizational development, consulting, CX solutions for process & journey improvements, OPEX improvements, change management, business excellence, and business transformation.


Open to relocate on global level.

Overview

19
years of professional experience
5
years of post-secondary education

Work History

Teleperformance

Training Officer
02.2023 - Current

Job overview

  • Established personnel qualifications and coordinated onboarding activities.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Assessed skill gaps for employees and developed training courses to meet identified needs.
  • Trained over 300 students with graduation rate of over 97%.
  • Facilitated virtual, in-person and blended learning sessions.
  • Worked with vendors to customize courseware to accommodate business needs.
  • Supervise the day-to-day activities of the trainees and Frontline ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results.
  • Post graduating to production floor handled team of 20 advisors from their schedule adherance, achieving floor KPI targets, provided coaching to address inefficinies and help evolve as Best Performers of floor.

Tech Mahindra Business Services Ltd

Trainer
02.2020 - 02.2023

Job overview

  • Developed communications strategies to drive forward progress in public relations.
  • Delivered services to customer locations within specific timeframes.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Skilled at working independently and collaboratively in team environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Participate in calibration sessions with internal and client teams.
  • 2020-02 - 2023-02 Advanced Strategic planning Advanced Training and coaching Advanced Training employees Advanced Skill to conduct classroom and practical training, however skilled to create Training Need Analysis (TNA) and to provide effective coaching & Feedback.

Le15 Patisserie Pvt Ltd

Customer Experience Manager
11.2019 - 02.2020

Job overview

  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.

Supremus Developers Pvt Ltd

Admin Coordinator
02.2019 - 09.2019

Job overview

  • Prepared detailed documents and reports in adherence administrative processes.
  • Collaborated in timely processing of billing and accounts receivable.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Maintained databases and contact lists to keep important contact information accurate and up to date.
  • Answered phone calls and responded to inquiries from customers, vendors and other external contacts.

Hetali Estate Consultant

Sales Executive
02.2012 - 11.2018

Job overview

  • Researched sales opportunities and possible leads to exceed sales goals and increase profits.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Created and implemented effective marketing and sales strategies to increase customer engagement and revenue.
  • Suggested innovative ideas to increase sales and improve customer experience.
  • Built relationships with customers and community to promote long term business growth.

SITEL India Pvt ltd

Customer Service Professional
03.2007 - 10.2011

Job overview

  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 35 customers each day.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Provided primary customer support to internal and external customers.
  • Administered 30 internal quality audits and assessed results to inform corrective action measures.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.

Transworks Information Service P Ltd

Associate
06.2006 - 03.2007

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Provided advice on different bank products and financial options.
  • Trained new hires on customer service policies and procedures as floor support.
  • Read fraud and security risk management-related articles and white papers and took part in webinars to keep abreast of changes in fraud and security landscape.

Airotex Traders

Receptionist Cum Secretary
11.2004 - 01.2006

Job overview

  • Greeting and directing visitors in person or on the phone and answering or referring inquiries from customers, clients, or the public.
  • Oversaw office equipment maintenance to support continuous and uninterrupted operations.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to Director.
  • Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
  • Coordinated travel arrangements and bookings for executive staff.

Education

NIILM University
Haryana

BBA from Business Administration
2019.03 - 2022.05 (3 education.years_Label & 2 education.months_Label)

University Overview

NMIMS
Mumbai

MBA from Operations Management
12.2020 - 01.2023

University Overview

Nagindas Khandwala College (BSGD College)
Mumbai

High School Diploma
03-2001

University Overview

IITC
Bandra, Mumbai

Diploma International Airlines & Travel Management from Tourism And Travel Management
02-2008

University Overview

NIIT
Mumbai

Swift INDIA 2000 from Computer Basics
09-2002

University Overview

Skills

  • Neuro-Linguistic Programming (NLP)
  • Soft Skills
  • Employee Training
  • Training Delivery & Development
  • E-Learning
  • Team Management
  • Process Improvement
  • Operations Management
  • Content Development
  • Back Office Operations
  • Complaint Management
  • Front Office Operations
  • Guest Relations

Websites

Accomplishments

Accomplishments
  • Created materials to train new employees on company policies and procedures, streamlining onboarding processes by 32%
  • Supervised 30-person team and held biweekly check-in sessions to learn their professional development goals, helping seven employees advance to management positions
  • Coached 360 interns to provide instruction on department workflows, resulting in 6 permanent hires at the end of the internship session.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.


Languages

English
Advanced (C1)
Gujarati
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)

Timeline

Training Officer
Teleperformance
02.2023 - Current
NMIMS
MBA from Operations Management
12.2020 - 01.2023
Trainer
Tech Mahindra Business Services Ltd
02.2020 - 02.2023
Customer Experience Manager
Le15 Patisserie Pvt Ltd
11.2019 - 02.2020
NIILM University
BBA from Business Administration
2019.03 - 2022.05 (3 education.years_Label & 2 education.months_Label)
Admin Coordinator
Supremus Developers Pvt Ltd
02.2019 - 09.2019
Sales Executive
Hetali Estate Consultant
02.2012 - 11.2018
Customer Service Professional
SITEL India Pvt ltd
03.2007 - 10.2011
Associate
Transworks Information Service P Ltd
06.2006 - 03.2007
Receptionist Cum Secretary
Airotex Traders
11.2004 - 01.2006
Nagindas Khandwala College (BSGD College)
High School Diploma
IITC
Diploma International Airlines & Travel Management from Tourism And Travel Management
NIIT
Swift INDIA 2000 from Computer Basics

Similar Profiles

CREATE PROFILE
Hetal Modi