Mischelle Luiz
L and D Professional
Chennai,Tamil Nadu
Summary
I am an enthusiastic professional with good communication skills and a flexible attitude, seeking a challenging position to enhance my personal and professional dossier. An Adaptable Learning and Development professional with in-depth knowledge and multifaceted abilities. I facilittate successful classes with richly diverse learners focused on personal development. Maintains current records according to class protocols and grades students fairly. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
12
12
Certifications
2
2
years of post-secondary education
Work History
Soft skills & Communication Trainer
Movate (formerly known as CSS Corp)
09.2013
- Trained all processes of CSS Corp on Soft skills, through new hire training and periodical refresher sessions
- Conducted Behavioural Training and certification for first time Managers
- Developed various modules and handouts on empathy, telephone etiquette, language enhancement, probing, objection handling, conversation skills, customer relationship management, Voice and Accent neutralization and Culture (American, Australian & Singapore)
- Handling New Hire Training covering modules on Voice & Accent, Language Enhancement, Customer Service & Culture
- Performing Training Need Analysis and creating Course Map and Content Accordingly
- Conducting Floor Refresher Training on the basis of TNA & Feedback from the Floor
- Perform Remedial Training for bottom Performers and show Improvement in terms of Quality & Productivity
- Monitoring Calls and Providing Feedback to the associates
- Handling new hire batches and monitoring calls when required
- Provide coaching and feedback on Communication and soft skills
- Preparing training modules on the basis of findings from the floor
- Preparing and customizing modules as per client specification
- Calibration with operations on a regular basis to maintain service quality and standards
- Conducting IDP programs for middle management
- Involved in screening and recruitment of trainers for the unit
- Handholding new trainers
- Ensuring reports are sent on time by both internal and vendor trainers
- Training Pilot batches and being a part of Project Transitions
- Creating Content and Conducting Virtual Training Sessions for a Global Audience
- Behavioural capsule modules delivered to Frontline Engineers
- IDP’s Conducted for Middle Management
- Conduct Stepping up to Management Program for First Time Managers
- (Behavioural)
- Conduct Program for enhancing Training Skills for SME’s and New Trainers
- Currently working as a manager taking care of hiring quality based on CEFR
- Also take care of behavioural training in-house.
Soft Skills Trainer
Scope International, a subsidiary of Standard Chartered Bank
09.2007 - 07.2013
- Trained all units of the UAE Contact Centre on Soft skills, through new hire training and periodical refresher sessions
- Introduced and successfully conducted Telephone Doctor sessions for the entire unit
- Developed various modules and handouts on empathy, telephone etiquette, language enhancement, probing, objection handling, conversation skills, customer relationship management, Voice and Accent neutralization and UAE Culture
- Conducted sessions on Internet Banking for the outbound unit and the Virtual Relationship managers
- Conducted sessions on AML / KYC (CDD)
- Helped coordinate interventions (to ensure all employees attend three man days of Organizational learning and Behavioral Learning for the entire ICC
- Handling New Hire Training covering modules on Voice & Accent, Language Enhancement, Customer Service & Culture
- Performing Training Need Analysis and creating Course Map and Content Accordingly
- Conducting Floor Refresher Training on the basis of TNA & Feedback from the Floor
- Perform Remedial Training for bottom Performers and show Improvement in terms of Quality & Productivity
- Monitoring Calls and Providing Feedback to the associates
- Handling new hire batches and monitoring calls
- Provide coaching and feedback on Communication and soft skills
- Preparing training modules on the basis of findings from the floor.
Universal Trainer
Siksha Training & Development
01.2005 - 08.2007
- Training on voice & Accent, Language Enhancement, Delivering the Telephone Doctor module for the various clients like Accenture and E Funds etc
- Developing Modules on Various Cultures, Language Enhancement, email Etiquette etc
- Handling New Hire Training covering modules on Voice & Accent, Language Enhancement, Customer Service & Culture
- Was part of Centralized Panel for Recruitment
- Worked on a Project based on 'Mind your language.'
Tele Sales representative
Supersight Ceequence Limited
06.2004 - 12.2004
- Taking surveys on mortgages, later moved on to appointment setting for debt consolidation for 'The Australian Debt Reduction Centre'
- Highest conversions in my batch for appointments made.
Teacher
Montfort Matriculation School
06.2002 - 04.2004
- Handled a class of 65 tiny tots
- Took care of cultural activities in the school
- Was in charge of the school choir and the annual day functions.
CAD Department Administrator
Golden Strand (Garment Exports)
12.1996 - 12.1998
- Digitizing patterns & creating various sizes and finally creating a marker to optimize fabric utilization with minimum wastage
- Worked with the in-house designers on various fabric prints and colour ways
- Was in charge of Administration of the CAD Department Staffing, Purchases/ Orders, Maintenance Organization & Co-Ordination with other Department to ensure efficient production and delivery of product.
Education
BA Literature - English
Madras University
Chennai 06.2005 - 05.2007
Diploma in Montessori & Kindergarten teachers training - undefined
Vivekodaya Chennai
Course in CAD/CAM (Lectra Systems France) - undefined
Unknown
Diploma in Fashion Designing - undefined
IITC Bangalore
Skills
Training experience in the field of Banking, ITES & BPO of over 16 years
Quality Analysis and Management experience of over 5 years
Specialized in Voice and Accent Neutralization, Language enhancement, Customer Service & Culture
Handling New Hire Training for Associates
Conducting IDP programs for Supervisors
Performing Training Need Analysis and creating Course Maps and Content Accordingly
Conducting Floor Refresher Training on the basis of TNA & Feedback from the Floor
Perform Remedial Training for bottom Performers and show Improvement in terms of Quality & Productivity
Monitoring Calls and Providing Feedback to the associates on Communication & soft skills
Dedicated team player, effective communicator and believe in building strong relationships
Contributed creative ideas towards process improvements
Training Pilot batches and being a part of project transitions
Creating Content and Conducting Virtual Training Sessions for a Global Audience
Key panelist for Campus Recruitment
Behavioural capsule modules delivered to Frontline Engineers
IDP’s Conducted for Middle Management
Conduct Stepping up to Management Program for First Time Managers (Behavioural)
Conduct Program for enhancing Training Skills for SME’s and New Trainers
Certification
Personal Effectiveness
Declarationstation
Chennai
Personal Information
Date of Birth: 03/21/1976
References
Will be provided on request
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge
Accomplishments
Have successfully gotten certified and certified 200 middle management staff in two months.
Timeline
Soft skills & Communication Trainer
Movate (formerly known as CSS Corp)
09.2013
Soft Skills Trainer
Scope International, a subsidiary of Standard Chartered Bank
09.2007 - 07.2013
BA Literature - English
Madras University
06.2005 - 05.2007
Universal Trainer
Siksha Training & Development
01.2005 - 08.2007
Tele Sales representative
Supersight Ceequence Limited
06.2004 - 12.2004
Teacher
Montfort Matriculation School
06.2002 - 04.2004
CAD Department Administrator
Golden Strand (Garment Exports)
12.1996 - 12.1998
Diploma in Montessori & Kindergarten teachers training - undefined
Vivekodaya Chennai
Course in CAD/CAM (Lectra Systems France) - undefined
Unknown
Diploma in Fashion Designing - undefined
IITC Bangalore