LASHIKA TULSANI
Delhi
Summary
Knowledgeable Trainer with 5+ experience in customer service and a solid background with 3+ experience in training program development and team leadership. Successfully led numerous training initiatives, enhancing employee performance and driving organizational growth. Demonstrated expertise in curriculum design and facilitation, ensuring engaging and effective learning experiences. Known for implementing comprehensive training programs that enhance team capabilities and support business objectives. Highly collaborative, adaptable, and reliable, with focus on achieving tangible results.
Overview
6
6
years of professional experience
Work History
Acting Training Lead
Cognizant
04.2021 - 11.2024
- Employed comprehensive benchmarks to establish and monitor customer service standards for Google Project.
- Developed specialized curriculum for targeted skill improvement, resulting in higher productivity levels.
- Introduced innovative teaching methods to optimize learning outcomes within diverse working environments.
- Facilitated effective communication between departments through collaborative workshops, enhancing organizational synergy and productivity.
- Implemented robust evaluation metrics to measure individual progress and align training programs with business objectives effectively.
- Streamlined onboarding process for new hires, reducing time to proficiency and increasing employee satisfaction.
- Led cross-functional team training sessions to foster collaboration and improve overall efficiency.
- Established a culture of continuous learning by promoting self-directed education opportunities for employees at all levels of the organization.
- Provided primary customer support to internal and external customers.
- Described product and service details to customers to provide information on benefits and advantages.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
Customer Service Executive
Concentrix
08.2018 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns for Amazon.co.uk
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Provided primary customer support to internal and external customers.
- Described product and service details to customers to provide information on benefits and advantages.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
Education
Intermediate -
Mariampur Senior Secondary School
Bachelors Of Commerce (Honours) - Business Accountancy
Amity University
Lucknow, India05-2018
Skills
- Optimistic and result oriented
- Efficient managing skills
- Decision maker and good team work
- Report preparation
- Relationship building
- Soft skills training
- Training delivery
- Training and mentoring
- Designing teaching aids
- Developing lesson plans
- Problem-solving abilities
- Multitasking Abilities
- Team building
Languages
Dutch
Hindi
English
Timeline
Acting Training Lead
Cognizant
04.2021 - 11.2024
Customer Service Executive
Concentrix
08.2018 - 04.2021
Intermediate -
Mariampur Senior Secondary School
Bachelors Of Commerce (Honours) - Business Accountancy
Amity University
Similar Profiles
Thiago Chaves da SilveiraThiago Chaves da Silveira
Senior Process Executive at CognizantSenior Process Executive at Cognizant
Manu SaraswatManu Saraswat
TECH LEAD - SENIOR ASSOCIATE at COGNIZANTTECH LEAD - SENIOR ASSOCIATE at COGNIZANT
Andres Ferney Oliva GutierrezAndres Ferney Oliva Gutierrez
Senior Salesforce Consultant at CognizantSenior Salesforce Consultant at Cognizant