Minee Pasham

Identified training needs through performance consulting and recommended suitable courses for business.

Gathered feedback from management and employees to enhance training course effectiveness.

Measured employee information retention rates through assessments.

Collaborated with businesses on career development projects from a learning perspective.

Coordinated with facilitators on creating content for both instructor-led and self-paced training.

Researched current training methods and best practices to implement bite-sized learning modules.

Assisted management with annual external training certifications across various departments.

Managed multiple projects, prioritizing business needs while consistently meeting deadlines.

Led training workstreams aligned with business objectives and goals.

Developed and implemented comprehensive training programs covering initial, reinforcing, and updated language and communication skills.

Monitored facilitator effectiveness while implementing Facilitator Excellence function.

Coached and developed facilitators for new hire training sessions.

Designed internal training programs by formulating lesson plans and determining appropriate methods.

Drove organization-wide training initiatives, including Service Excellence programs.

Researched, evaluated, and recommended learning courses for implementation.

Created a standardized curriculum to enhance language and communication skills for voice and non-voice teams.

Identified bottom quartile employees in language and communication skills.

Developed and implemented training programs to enhance communication capabilities.

Conducted new hire orientation training to ensure smooth onboarding.

Delivered product training for call center associates on 401k offerings.

Coached and developed content focused on communication skills for call center operations.

Collaborated with business on employee career development initiatives, including 'Career Driver' project.

Managed internal job postings, ensuring effective communication of opportunities.

Partnered with HR to facilitate leadership training sessions for organizational growth.

Managed daily training activities to ensure seamless operations.

Prepared scorecards and delivered performance feedback to trainers.

Presented weekly performance updates to clients, highlighting training outcomes.

Facilitated focus group sessions for actionable feedback on training delivery.

Conducted trainer observations and provided constructive feedback for improvement.

Addressed attrition control issues and monitored the Early Warning System.

Served as single point of contact for Global English Pune initiatives.

Mentored new trainers on reporting systems and application processes.

Trained new hires on soft skills, grammar, comprehension, and email communication using Berlitz curriculum across Pune and Bangalore.

Conducted communication training for Business account representatives from Microsoft, Chrysler, Time Warner, and Cricket.

Led soft skills and communication training sessions for team leaders and operations managers.

Facilitated remedial sessions for underperforming trainees to enhance language proficiency.

Implemented communication reinforcement sessions for ongoing batches to improve overall effectiveness.

Assessed batches through Berlitz evaluations to measure fluency, grammar, and pronunciation skills.

Participated in calibration sessions for trainers across Pune, Bangalore, The Philippines, and recruitment vendors.

Developed customized training modules in line with process requirements.

Identified bottom performers and conducted remedial sessions to enhance communication skills.

Created content for action plans targeting bottom performers, including Time Warner Cable.

Monitored agents to ensure implementation of training materials on the floor.

Managed Floor Support Team for Chrysler processes, overseeing communication coaches’ reports and calibrations.

Oversaw English Only initiative, "E"PL, to promote language proficiency across all departments.

Trained new hire batches across various lines of business to ensure readiness.

Conducted reinforcement sessions focused on communication skills for bottom quartile employees.

Monitored and coached Microsoft engineers on communication skills and service ratings.

Identified and coached bottom performers on language proficiency and communication effectiveness.

Analyzed data to uncover trends among team members for performance improvement.

Provided actionable feedback to training team for process enhancements.

• Scaled up outliers in call handling and conversational skills through targeted coaching.

Drove effective call handling skills to enhance customer satisfaction and voice clarity.

Conducted training sessions for agents requiring additional coaching and skill development.

Facilitated daily huddles to update teams on communication trends and best practices.

Delivered technical support for corporate customers of FedEx, addressing hardware and software issues.

Provided customer service for AT&T US customers, resolving inquiries and concerns efficiently.

Facilitated daily team updates to enhance communication and operational efficiency.

Assisted Team Leader in managing daily attendance and timekeeping schedules for agents.