Jhansi S

L&D/TRAINING DELIVERY

12/2019 - Present,

Evolutionary Leadership Odyssey: From Lead Trainer Mastering Emotional Intelligence and Process excellence in Training Delivery to Visionary Manager Overseeing Direct Reports with Excellence

Roles & Responsibilities:

• Overseeing end-to-end training delivery, strategic planning, and execution.
• Monitoring floor performance for effective business execution and managing key metrics.
• Ensuring seamless new hire batch transitions to production with comprehensive process knowledge and strong soft skills.
• Led initiatives to investigate and improve customer experiences by collaborating with various departments for lasting solutions.
• Collaborated with cross-functional teams to improve CX experiences and effectively address customer concerns.
• Orchestrated training for 30+ new hire batches, consistently achieving impressive 94% throughput.
• Delivered comprehensive training sessions covering both processes and soft skills for associates.
• Methodically tracked and maintained individual performance records.
• Demonstrated proficiency in analyzing Training Need Analysis data.
• Spearheaded Bottom Quartile Management initiatives across multiple lines of business to ensure uniform excellence among associates.
• Collaborated with content team to contribute to innovative content design.

OPEARTIONS

08/2013 - 11/2019 ,

Customer Experience Maestro: A Versatile Journey from Frontline Excellence to Behind-the-Scenes Delivery Streamlining.

Roles & Responsibilities:

• Precision management of agent-wise performance metrics.
• Strategic oversight to effectively manage shrinkage and optimize resource utilization.
• Diligent maintenance of daily attendance records.
• Proactively drive productivity through targeted initiatives.
• Rigorous monitoring of idle time, wrap-up time, breaks, logins, etc., for enhanced efficiency.
• Expertly generate and maintain daily and hourly reports.
• Conduct one-on-one monthly sessions to ensure ongoing performance excellence.
• Initiated as customer service executive, excelling in order verification and confirmation for Cash on Delivery business.
• Transitioned into key role after 15 months, contributing to significant organizational shift.
• Managed daily call monitoring, performance data, and weekly productivity assessments with precision.