Summary
Overview
Work History
Education
Skills
Timeline
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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
Raipur
01.2018

High School Diploma -

DIS, Dwarka
Dwarka, New Delhi
03-2011

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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Ishani Mazumdar