Melwyn Johnson Fernandes

• Lead and mentor a team of training professionals, providing guidance, coaching, and support to ensure their professional development and success.
  • Collaborate with cross-functional teams, including operations and product, to ensure alignment of training programs with business objectives and regulatory requirements.
  Create engaging and effective training materials, including manuals, presentations, and interactive exercises, to enhance employee learning and development.
  • Oversee the delivery of training programs, ensuring adherence to quality standards, and effective facilitation techniques.
  • Develop and implement performance metrics to assess the effectiveness of training programs, and identify areas for improvement.
  Build strong relationships with key stakeholders across the organization to understand their training needs, and ensure alignment with business objectives.
  Stay abreast of industry trends, emerging technologies, and evolving content moderation challenges to maintain a high level of expertise.

Achievements:

• Accelerated New Hire Time-to-Productivity by 25%: Led the Training Duration Reduction Project, strategically overhauling and optimizing end-to-end training material and policy-review steps to reduce overall new hire training from 20 days to 15 days (a 5-day reduction).
• Revitalized the Nesting curriculum by introducing structured, step-up weekly targets, directly resulting in a faster rate of new hire ramp-up and consistent achievement of client targets.
• Executed a large-scale training ramp-up, successfully delivering over 700 qualified new hires to Operations in support of a critical new business process launch.

• Lead and mentor a team of training professionals, providing guidance, coaching, and support to ensure their professional development and success.
• Collaborate with cross-functional teams, including operations, product to ensure alignment of training programs with business objectives and regulatory requirements.
• Oversee the delivery of training programs, ensuring adherence to quality standards and effective facilitation techniques.
• Develop and implement performance metrics to assess the effectiveness of training programs and identify areas for improvement.
• Build strong relationships with key stakeholders across the organization to understand their training needs, and ensure alignment with business objectives.
• Stay abreast of industry trends, emerging technologies, and evolving content moderation challenges to maintain a high level of expertise.
• Coordinated team activities to improve operational efficiency and service quality.
• Assisted in developing training programs for new staff members and ongoing training.

• Monitor and assess training program effectiveness and report findings to the training head.
• Oversee refresher training, content customization, and development for internal use. Publish training reports.
• Monitor and review trainer performance regularly.
• Generate reports for both internal and client use.
• Schedule and create training plans based on project requirements.
• Address issues related to performance, behavior, punctuality, attendance, and attrition during training and on-the-job training phases.
• Design, deliver, and evaluate client-specific training to meet project goals.
• Enhance trainees' customer service skills, including telephone etiquette, communication, listening, and comprehension skills.
• Increase training success rates by ensuring agents are successfully trained and certified according to internal and client standards.

• Monitoring and Managing Service Levels and ensuring the SLs are met as per set target.
• Sharing RCAs to clients whenever SLs are not met.
• Reviewing Client App and website content and sharing recommendations to clients for enhancement of App and better customer experience.
• Conducting Performance Reviews with Team Leads.
• Preparing detailed client mandate reports.
• Leading agent skip meetings and huddles.
• Developing and delivering presentations for operational and training reviews.
• Sharing RCAs for customer escalations received through email and social media.

• Oversee a team of 25, managing performance, coaching, counseling, and performance management.
• Serve as the SPOC for Instant Customer Engagement Metrics, reviewing app and website content, and providing recommendations for enhancement.
• Manage escalations, conduct root cause analyses, and provide customer support through outbound calls.
• Highlight real-time customer escalations to clients and follow up for faster resolutions.