Ishani Mazumdar
Gurgaon
Summary
Knowledgeable Training Specialist successful at developing and overseeing site-based and online training programs. Decisive and disciplined professional with personable style and thorough approach.
Overview
5
5
years of professional experience
Work History
Premium Traveler Service (Acting Trainer)
Expedia Group
Gurgaon
01.2023 - 06.2024
- Resolved any issues raised by participants during the training session in a timely manner.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Designed and developed training materials for new employees in the organization.
- Provided coaching and feedback on employee performance, encouraging professional development of new hires.
- Assisting Premium Travellers for Expedia Group on chats with their hotel reservation concerns.
- Monitored and responded to customer inquiries in a timely manner, ensuring all requests were handled professionally and efficiently.
- Conducting daily audits of customer contacts taken by fellow associates to bridge any knowledge gaps
- Provided subject matter expertise and guidance to new hires.
- Sending weekly audit reports and findings to enhance project
- Preparing daily productivity reports and sharing NPS data
- Handles and de-escalates issues that are escalated by customers
- Communicate analysis findings and recommendations, both strategic and tactical, to colleagues and leadership in a clear, concise, and influential manner.
- Participated in ongoing service training programs to enhance technical skills and customer service best practices.
Process Trainer
Majorel India Pvt. Ltd.
Gurgaon
04.2021 - 12.2022
- Calibrated with Global L&D Team for Booking.com on their Training Certification Programme
- Prepare and coach new trainers for trainer's certification
- Involved in improving training and quality effectiveness.
- Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
- Created and maintained comprehensive documentation related to process training activities.
- Analyzed existing processes and developed plans for improvement based on best practices.
- Assisted in the development of assessment tools used to evaluate effectiveness of process training initiatives.
- Maintained accurate records of all process training activities including attendance and evaluation results.
- Monitored trainee progress throughout the course of their program and provided additional support as needed.
- Identified areas where additional process instruction was necessary and created supplementary materials accordingly.
- Collaborated with other departments to maintain current knowledge of training needs.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Developed and implemented new hire training plans for employees.
- Conducted orientations for new hires, introducing them to company policies and procedures.
- Developed and conducted training programs for soft skills such as communication, collaboration, problem solving, decision making and leadership.
- Provided feedback to participants regarding their performance in order to improve their soft skill sets.
- Developed comprehensive reports to present data-driven insights to key stakeholders.
Process Trainer
Travel Metrics
Delhi
03.2019 - 03.2021
- Involved in improving training and quality effectiveness.
- Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
- Created and maintained comprehensive documentation related to process training activities.
- Analyzed existing processes and developed plans for improvement based on best practices.
- Monitored trainee progress throughout the course of their program and provided additional support as needed.
- Collaborated with other departments to maintain current knowledge of training needs.
- Developed and implemented new hire training plans for employees.
- Conducted orientations for new hires, introducing them to company policies and procedures.
- Developed comprehensive reports to present data-driven insights to key stakeholders.
- Identifying and processing refunds of unused tickets on GDS
- Validating ADMs sent from airlines.
Education
Bachelor of Commerce - Commerce
Kalinga University
Raipur01.2018
High School Diploma -
DIS, Dwarka
Dwarka, New Delhi03-2011
Skills
- Microsoft Excel and PowerPoint
- Reservation & Refunds
- Subject Matter Expert- Training
- Business Communications
- Staff Training and Development
- Bilingual in English and Hindi
- Strong leadership
- Coaching and Mentoring
- Planning And Coordination
- New Employee Training
- Job Training
- Team Meetings
- Verbal And Written Communication
- Task Prioritization
- Alternative Learning Methods
Timeline
Premium Traveler Service (Acting Trainer)
Expedia Group
01.2023 - 06.2024
Process Trainer
Majorel India Pvt. Ltd.
04.2021 - 12.2022
Process Trainer
Travel Metrics
03.2019 - 03.2021
Bachelor of Commerce - Commerce
Kalinga University
High School Diploma -
DIS, Dwarka
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