Expert Process Trainer successful at demonstrating Retention, Sales, and Customer Service expertise and taking ownership of training modules that benefit the entire team. Skilled in Business Development, Employee Engagement, and Business Process Improvement. Confident and adaptable instructor with a strong work ethic and dedication to business success. Looking to leverage 18 years of experience to pursue a growth-oriented role. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hi, I’m
Hetal Modi
Process Trainer
Mumbai,MH
Summary
Overview
19
years of professional experience
3
years of post-secondary education
1
Language
Work History
Tech Mahindra Business ServicesMumbai, Maharashtra
Process Trainer
02.2020 - Current
Job overview
- For 3 Mobiles (UK) for Retention Skillset.
- Worked for Voice and Chat processes both and was moved to different skill sets under UK Business and always outperformed as per business requirements.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Applied for IJP for Process Trainer and got promoted in the month of November 2021traveled across the sites (Mumbai & Pune) for the same.
- Established performance and service goals and held associates accountable for individual performance.
- As process trainer created unique materials to support training programs.
- Trained and mentored new personnel hired to fulfilled various roles and collaborated with team members to achieve target results.
- Conducted research, gathered information from multiple sources, and presented results.
- Responsible for ongoing observations of direct reports, providing guidance, mentoring, and support that focuses on performance improvement of candidate.
- Continuous monitoring and review progress of trainees through questionnaires and discussions with managers and providing corrective action when needed.
Le15 Patisserie Pvt Ltd Mumbai, Maharashtra
Customer Experience Manager
11.2019 - 02.2020
Job overview
- Effectively 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
- Collaborated with upper and other branch management to implement continuous improvements and exceed team goals
- Coordinated staff sales meetings to discuss developmental strategy, best practices, and process improvements
- Streamlined transportation of food items for different outlets
- Hired, supervised, and coached 20+ employees on sales, packaging, and transportation to optimize performance.
Supremus Developers Pvt Ltd Mumbai, Maharashtra
Admin Coordinator
02.2019 - 09.2019
Job overview
- Monitored and directed incoming mail from purchasers, and suppliers, and coordinated with Head Office in Noida, Delhi.
- Handled meetings of Directors and MD of company with IRCTC management.
- Worked closely with HR, finance, and other teams for smooth operation of Mumbai office.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Coordinated individual duties after careful evaluation of each employee’s skill level and knowledge.
- Organized spaces, materials, and catering support for internal and client-focused meetings.
- Analyzed and resolved multi-faceted problems that affected executive leaders and business initiatives.
- Made travel arrangements for staff members.
- Interceded between employees during arguments and diffused tense situations.
NADelhi / Mumbai, Delhi / Maharashtra
Free Lancer
12.2011 - 12.2018
Job overview
- Planned lessons for allotted time to strengthen weak subjects and build skills.
- Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
- Prepared lesson plans to meet goals identified in students' individualized study plans.
- Supported students with helpful study habits and exam strategies.
- Met with parents to discuss student progress and address concerns.
SITEL India Pvt ltdMumbai, Maharashtra
Customer Service Professional
03.2007 - 10.2011
Job overview
- Rendered services for USA-based Internet service provider named EarthLink.
- Was handling queries related to dial-up internet service issues and troubleshooting for Windows Operating System for Internet usage.
- Handled customers with complaints and questions, give customers information about products and services, and upsell security products like Norton 360
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Achieved certificates and awards like the Best Olympic Agent certificate and a cash reward of $250 for the Best Resolution provider across worldwide sites for EarthLink
- Best Agent Escalation in September 2009
- Was also assisting in handling the newly hired team for their call-taking and providing them resolution, monitoring their calls, and helping to achieve their KPI’s.
Transworks Information Service P LtdMumbai, Maharashtra
Associate - Voice
06.2006 - 03.2007
Job overview
- Responded to customer queries related to credit cards, payments, and merchandized transactions which got declined and needed to help them on real-time basis.
- Help them with their credit scores and help as per company policy to improve their credit scores.
- Also worked for another process called HireRight.
- Did background verification for multiple clients based across USA.
- Needed to send emails, fax, or call university, firms, and organization where applicant studied or worked previously and provide client with detailed information.
- Worked varied hours to meet seasonal and business needs.
Airotex Traders
Receptionist cum Secretary
11.2004 - 01.2006
Job overview
- Worked within applicable standards, policies, and regulatory guidelines to promote safe working environment
- Prepared variety of different written communications, reports, and documents
- Used coordination and planning skills to achieve results according to schedule
- Carried out day-to-day duties accurately and efficiently
- Learned new skills and applied them to daily tasks to improve efficiency and productivity
- Worked flexible hours across night, weekend, and holiday shifts
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Created spreadsheets using Microsoft excel for daily, weekly, and monthly reporting
- Collaborated with team members to achieve target results.
Education
Mumbai UniversityMumbai
02.2001 - 02.2001
University Overview
NMIMS CollegeMumbai
MBA Diploma from Operations Management
01.2021 - 12.2022
University Overview
NIITMumbai
Swift INDIA 2000
03.2002 - 09.2002
University Overview
IATA / UFTAMumbai, MH
Diploma International Airlines & Travel Management from International Airlines & Travel Management
09.2007 - 02.2008
University Overview
Skills
Subject matter expertise
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Additional Information
Additional Information
Passport Details:
Passport No W1825976
Place of Issue : Mumbai
Date of Issue : 30/06/2022
Date of expiry : 29/06/2032
Quote
The way to get started is to quit talking and begin doing.
Timeline
NMIMS College
MBA Diploma from Operations Management
01.2021 - 12.2022
Process Trainer
Tech Mahindra Business Services
02.2020 - Current
Customer Experience Manager
Le15 Patisserie Pvt Ltd
11.2019 - 02.2020
Admin Coordinator
Supremus Developers Pvt Ltd
02.2019 - 09.2019
Free Lancer
NA
12.2011 - 12.2018
IATA / UFTA
Diploma International Airlines & Travel Management from International Airlines & Travel Management
09.2007 - 02.2008
Customer Service Professional
SITEL India Pvt ltd
03.2007 - 10.2011
Associate - Voice
Transworks Information Service P Ltd
06.2006 - 03.2007
Receptionist cum Secretary
Airotex Traders
11.2004 - 01.2006
NIIT
Swift INDIA 2000
03.2002 - 09.2002
Mumbai University
02.2001 - 02.2001
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