Megha Mehta

• Head the training vertical for redBus customer support team (CRM), leading a team of trainers and content designers to drive L&D interventions using blended learning techniques (such as instructor-led classroom training's, e-learning modules, facilitated workshops and events.) and managing vendor team (outsourced delivery team for new hire training in 3 locations i.e Bangalore, Pune & Vadodara
• Created a culture of accountability within the success management team, promoting a sense of ownership and dedication to customer outcomes.
• Develop annual training and development plan for all identified competency based/behavioral skill programs based on business need.
• Initiate innovative technology solutions such as mobile learning and experiential learning that reduces the development turnaround time.
• Collaboration with multiple stakeholders to drive new projects and product launch's
• Performance Management for the team and vendor teams.

Recognition:

• Ring of Honour Award from CEO - Business Continuity Plan during Pandemic Times- Covid Warrior Award
• Best team Award - Meeting all deliverable without any escalation or missing deadlines
• Managers Achievers award to drive multiple cross functional projects
• 2 successful promotions from a Training Manager to Sr Manager and now a Success manager along with role development

Projects:

• Versant Hiring System for Recruitment to set a standard bench marking during the recruitment process - 2020
• Initiated transition management project to outsource customer service channel to a vendor team- 2021
• Story Boarding Concept to Design Training Content - 2022
• Championed process improvements within the organization by sharing feedback gathered from customers, leading to more efficient operations overall.
• Launched new initiatives aimed at improving overall customer experience, leading to increased brand loyalty and advocacy.
• Developed comprehensive training materials and conducted workshops for clients, increasing product adoption rates.
• Monitored key performance metrics to identify areas for improvement, driving continuous enhancements in service quality.
• Introduced concept of educational videos for customers to reduce contact ratio - 2023
• Introduced a metric to measure Quality of interaction (QOI) to drive customer concentric approach - 2023
• Initiated Culture workshops to drive customer centric customer support at the contact center - 2024
• Partnered with Localization vendor team to launch redBus App in 2 languages - Tamil, Telugu and Kannada - 2024
• Partnered with vendor training agencies to conduct competency based training for AM+ population - 2024
• Training AI model to create training content - 2025

• Managed a team of communication coaches , driving the quality gate process for British telecom customer support center.
• Standardized evaluation criteria across all courses allowing for consistent measurement of participant feedback for ongoing improvement efforts.
• Conducted regular needs analysis surveys to gauge areas where additional support was required promoting continuous improvement in staff skills, knowledge, and abilities.
• Implemented competency-based assessments to track skill development progress and measure overall success of learning initiatives.

Recognition:

• Rewarded with client spot award for top performance

• Target Certified Trainer leading training initiatives in collaboration with partners and clients on timelines and documentation.
• Manage daily task allocation, oversee transition ramp-ups, and drive achievement of accuracy, productivity, and volume targets.
• Supported diverse processing units including Recovery, Fulfillment, and Credit Guest Services, enabling continuous improvement through action plans and performance monitoring.

Recognition:

• Received Partnership Award and Mentorship Award for partnering with the client for new transitions and training the team.
• Received Top Performer Award for best performance across all pilot batches during transition

• Provided top-tier customer service to mortgage loan clients, led the CPH drive to meet team goals, and supported colleagues in improving their quality scores.

Recognition:

• Received Top Performer Award and Top Accuracy Award for being the team player