Kritika Sharma

• Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency.
• Uses independent decision-making skills and sound judgment to positively impact company success.
• Reviewed and edited all training materials for accuracy and company policy compliance.
• Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
• Mentored and supported more than 100 customer service executives and more than 400 teachers in Teacher Training department to create strong workplace culture.
• Remedied issues and conflicts among teams using negotiation skills and active listening.

• To handle cross functional teams and stakeholders to meet end-to-end client meets.
• To create the training content and deliver soft skills training and modules to handle user queries / grievances to provide excellent student/user experience.
• To conduct product knowledge training and PKTs.
• Identifying and creating training need and analysis as per business requirements.
• To prepare, update and make sure to get SOPs implemented as per business requirements. To cascade all recent and upcoming process + product changes via mindtickle.
• To Work closely on E-learning content on various platforms.
• To keep attendance and performance track record for trained specialists across all cohorts (inbound, outbound, chat emails).
• Creating bilingual scripts for outbound and inbound calls.
• Updating and revamping quality parameters as per new tools / platforms for precise quality analysis.
• Maintaining quality standards, by conducting audits and coaching sessions on daily basis for more than 150 specialist which resulted in 70% improvement in soft-skills over the period of 3 months.
• Conducted soft skills training for more than 150 specialist which resulted in 50% improvement in CSAT over period of 3 months.

• To conduct online pedagogical training for various cohorts like Master Teachers, Class Teachers and Personal Teachers.
• To Work closely with team and develop content, instructional materials and training modules.
• Prepare and design various E-learning modules on ARTICULATE 360.
• Support and mentor teacher - trainers.
• Keeping attendance and performance track record for teachers trained across all cohorts.
• Conducting assessments on Rubric to scale and identify areas of strength and improvement for teachers trained.
• Monitor teachers' performance and response to training.
• Creating effective teaching methodologies and tools.
• Analyzed company training methods and brought innovation to increase efficiency and exceed training goals.

EnglishBolo™ is a joint initiative of EnglishHelper and Schoolnet. The program is used by diverse organizations and institutions to enable spoken English skills of youth and adults, including government, customer facing business (e.g. domestic BPO, Quick Service Restaurants), skill and vocation trainers, colleges, NGOs. The 100-day program blends 100 self-learning lessons and 10 live online trainer-led classes.

• Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
• Prepared and implemented lesson plans as per training manual and program standards.

• To research, write, edit and proof-read content for blog posts, video scripts (YouTube), social media and website.
• To work closely with teams to provide quality output before deadline
• Active involvement in digital marketing tactics, SEO and using Content Management Systems
• To implement SEO best practices and analyze content market for daily updates
• To collaborate with teams for innovative ideas and concepts.

• Passionate about learning and committed to continual improvement.

• Followed programs closely to assess effectiveness and make proactive changes to meet changing demands, resulting in 100% efficacy.
• Developed strong communication and organizational skills through working on group projects.

• Maintained human resources regulatory compliance with local, state and federal laws.
• Led and directed work of 500 people and handled hiring, training and termination.
• Navigated federal, state and local employment laws and regulations and adjusted company practices and policies to confirm complete compliance.
• Spearheaded innovative recruitment practices and mobilized management in targeted hiring that matched company needs.
• End-to-End Payroll and Leave Management.
• End-to-End Hiring and Final settlement, Exit process.

• Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
• Wrote and edited high-quality content and visually impactful programs for IGNOU, Army Welfare Association and NSDC under their guidelines for various projects on training development.
• Designed training manuals for various projects and provided writing support in fast-paced environment.

• Resolved issues quickly to maintain productivity goals.
• Sourced materials to keep up with production goals and meet customer demands and company SOPs.
• Managed continuous improvement initiatives to drive gains in quality, flow, and output.

• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.

• Handled initial rounds of recruitment cycle, including ground checks, documentation and on-boarding formalities for new hirers.
• Prepared exit interviews, and maintained more than 300 employee's files. Handled employee grievances.
• Reviewed and screened applicant resumes to identify qualified candidates.

• Monitored growth and development of individual soft skills.
• Collaborated with management to ascertain concerns, needs and expectations from training and utilized feedback in program development. Performed content evaluations to enhance delivery and improve effectiveness.
• Conducted various trainings under NSDC for BPL / Rural youth with assured placements in various industries.
• Some major Projects were: Toyota Safety Education Program, Financial Literacy Program, English Relay Program, Delhi Police Soft Skills training for CWG- 2010, Sath-Sath project Amethi (under Rajiv Gandhi MVP) for under-privileged women and children.

Dissertation in Employee Engagement

• Public Administration
• Indian Foreign Policy
• International Relations
• Comparative Politics