Mehwaz Khan

Leading the site for all learning and development related requirements across all levels

Manage a team of training leads across geographical locations handling different skillsets

Conduct periodical performance reviews and team

meets

Recommend changes to improve ways of working and standardise operating procedures at different levels

Liaise with stake-holders/clients to understand business needs and strategies way forward

Constantly evaluate and maintain learning standards as per the client and propose changes, fi any

Introduce tactical ways to manage / overcome issues through research on cost effective solutions

Propose developmental plans along with risks and

mitigations for current and future demands of the business

Maintain records and process documentation for compliance and audit purposes

Create self-development workshops to enable a cohesive working environment and build a strong team Responsible for driving the right behaviour and adherence to procedures and policies at all times

Lead the People work-stream and utilise the strengths of the individual to self-motivate and drive performance Playback and presentations with stake-holders on team's contribution towards the business

Responsible for the governance of all Onboarding

parameters, monitoring and continuous improvement to ways of working, resource readiness and certification

• Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
• Provided in-house training to new employees concerning maintenance of standardized training approaches.
• Evaluated training needs to improve training quality.
• Translated business needs into technical specifications and developed methods to integrate training and customize existing technology.
• Use and recommend alternative training methods to suit all types of learners
• Conduct trainings on Behavior, Voice & Accent, Grammar and Soft-skills.

• Scheduled and taught in class and online courses to increase learning opportunities.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored participant workflow and behaviors throughout training process.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.

Handled a team of 25+ Advisor along with a Team Leader

One on one call listening and feedback

Refresher training to enhance the skills

Drive team's performance by sharing the feedback with the team on a daily basis Call Auditing

Escalation Management

Responsible to provide training to new candidates ones on the ops floor and refresher training to enhance the performance of old agents Conduct people engagement and keep the team motivated/happy

• Manage Customers Telecom and Broadband transactions on daily b a s i s

• Handled customer relations issues, enabling quick resolution and client satisfaction.

• Maintained relationships with customers and found new ones by identifying needs and offering appropriate