Mansi Patel

• Managed teams of trainers in two locations (Mumbai and Pune) and strategically allocated their workload.
• Planned new hire trainings in collaboration with WFM and recruitment.
• Conducted TNA by analyzing data and implemented targeted trainings to address identified needs.
• Ensured dissemination of trainings for new product launches.
• Reviewed and enhanced training approach to improve training effectiveness.
• Designed and evaluated training content to ensure ongoing effectiveness.
• Developed interactive simulations, learning modules, and bite-sized training content that was distributed via the LMS to targeted employees and the entire organization.
• Developed and implemented leadership training programs to enhance employees' job performance, including manager development initiatives.
• Delivered regular training reports to stakeholders on a daily, weekly, and monthly basis. Conducted training MBRs with clients and engaged in monthly reviews with SLT.
• Regularly updated Training SOP and ensured adherence.
• Led the ISO audit for training, ensuring meticulous upkeep of accurate training records.
• Participated in the recruitment process for new hires.

Highlights:

Transition for 4 LOBs moving from the UK to India.

• Directed transfer of knowledge for 4 diverse lines of businesses by leading a team comprised of subject matter experts and managers in the UK.
• Managed on-the-job training and designed training material from scratch for all 4 LOBs in a span of 5 weeks.
• Maintained open communication channels by sharing daily status reports with Clients, Projects, Onshore team,and Operations.
• Proactively identified and escalated challenges, ensuring on-time completion.

Customer Service & Sales Process Ramp Up:

• Executed comprehensive training programs to facilitate the successful development of 1,200 FTEs in Mumbai and Pune.
• Enhanced training capabilities by scaling up the team from 5 to 30 trainers in just 2 months.
• Collaborated cross-functionally with various departments such as Projects, Operations, IT, Quality, and Recruitment to enhance overall satisfaction for both customers and employees throughout the duration of the project.

Developed and implemented leadership training programs to enhance employees' job performance, including manager development initiatives.

• Conducted process and soft skills training for new hire batches in voice, webchat, and email areas.
• Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
• Participated in and initiated performance improvement projects.
• Completed a Yellow belt Six Sigma Project, resulting in an improvement of 15% on soft skills elements of the quality monitoring form for the entire LOB. This directly impacted the NPS scores.
• Maintained comprehensive batch trackers and shared daily reports with training managers and stakeholders.
• Created content on a regular basis for refresher training. Amended and updated existing training content as per process updates.
• Provided 1-to-1 coaching to help improve performance for BAU advisors.
• Managed the training batches during OJT phase to ensure they deliver on the targets set.

• Evaluated communication training requirements, created appropriate content, and facilitated training sessions.
• Conducted accent neutralization and soft skills training for new hire batches.
• Provided training and feedback to individuals, as well as to large groups.
• Tracked batch progress post-training to evaluate effectiveness of training.
• Identified areas of improvement among participants through one-on-one coaching sessions.
• Facilitated workshops centered around cultural diversity and sensitivity towards different accents.
• Monitored the progress of each participant during the course duration to ensure desired outcomes were achieved.
• Created content for online Voice and Accent modules using multimedia tools such as audio-visuals, quizzes.
• Maintained records of attendance, progress reports, assessment results for all trainees.
• Assisted in designing Voice and Accent training programs based on business needs.

• Handled Visa and MasterCard disputes, and initiated chargebacks.
• Resolved customer disputes by handling incoming as well as outgoing calls.
• Issued cardholder credits and researched fraud issues.
• Initiated follow-ups with customers via telephone or letter and resolved the disputes in a timely manner, as per the required guidelines.
• Create, maintain, and enter information into databases.
• Helped with on-the-job training of newly hired batches as a Subject Matter Expert.