JYOTI SHARMA

Design and Deliver Customized Learning Programs : Developed and implemented innovative learning programs that align with organizational objectives, ensuring timely delivery and customized materials.

Build Strong Vendor Relationships : Established and maintained strong relationships with vendors to guarantee seamless operations, ensuring timely delivery of programs and customized materials.

Collaborate with Business Leaders : Spearheaded the development and implementation of new learning initiatives in consultation with business leaders, using metrics-driven feedback mechanisms to ensure alignment with organizational objectives.

Manage Training Logistics : Coordinated logistical arrangements, including F&B services, for various programs at Deloitte University, ensuring successful delivery of leadership programs.

Optimize Budget and Operations : Managed the learning budget effectively, leading to improved program delivery and operational efficiencies through collaboration with central Finance.

Engage Audiences and Stakeholders : Formulated and executed communication and engagement plans for diverse audiences, including Deloitte interns, ensuring proactive and timely interaction with both participants and clients.

Provide Visibility and Transparency : Provided comprehensive visibility to key stakeholders regarding plans, schedules, progress, risks, and contingency plans.

Evaluate and Improve Programs : Developed, assessed, and documented program feedback and key takeaways, contributing to a data-driven approach for continuous improvement and impactful learning outcomes.

Collaborative Training Development

• Collaborate with cross-functional teams to design, develop, and implement training programs and curricula that align with business unit strategies and standards
• Contribute to the development of training artifacts, guides, classroom instruction, and computer-based training

Training Quality Control

• Implement quality control checks into the development of training plans, deliverables, and strategies
• Ensure that training materials meet high standards of quality and effectiveness

Curriculum Design

• Design curricula, job aids, and manuals to meet specific training outcomes as defined by needs assessments
• Develop training materials that are engaging, informative, and relevant to the target audience

Training Delivery

• Create, organize, plan, and present various forms of onboarding, orientation, and skills training for employees and customers
• Develop effective training programs that cater to diverse learning styles and preferences

Coordinated induction program for all staff members within the respective hubs.

Conducted joint visits to provide on-the-job training and resolve performance issues.

Delivered refresher training to hub staff on current process changes. Enforced compliance with the Model Code of Conduct among Field Executives and promoted team cohesion.

Demonstrated essential qualities required for excelling as a Customer Experience Coach.

Conducted thorough assessments of trainee progress, ensuring timely feedback for performance improvement.

Evaluated the effectiveness of various training methods, making data-driven decisions to improve program delivery moving forward.

Improve Customer Experience

• Deliver exceptional customer service with a positive, empathetic, and professional approach
• Respond promptly to customer inquiries and resolve issues efficiently

Engage with Customers

• Utilize multiple communication channels (email, phone, chat) to effectively interact with customers and address their needs
• Participate in cross-functional initiatives to enhance overall business operations and customer satisfaction

Develop and Lead a Team

• Advanced to Trainer role and led the development and training of a team of 10-15 junior customer service representatives
• Fostered a customer-centric culture within the team by emphasizing empathy, understanding, and patience in all interactions

Teamwork : Boosted store performance with team members, sharing expertise and offering support.

Fast Service : Kept customers happy with minimal wait times during peak hours.

Insurance Sales : Sold term life insurance policies with ease, using effective communication and interpersonal skills.

Productivity : Met or exceeded productivity goals, working efficiently and accurately.

Flexibility : Adapted to changing schedules and priorities, ensuring seamless service delivery.