MONIKA DHIMAN
Mohali
Summary
ICBI-trained Soft Skills Professional with a stron in Learning & Development and leadership development. Skilled in training delivery, content development, facilitation, coaching, stakeholder management, and training needs identification. Experienced in conducting classroom and virtual training sessions focused on communication, customer service, behavioral effectiveness, leadership, conflict management and performance improvement.
Overview
13
13
years of professional experience
Work History
Assistant Manager Training
Teleperformance
Mohali, Punjab
11.2022 - 05.2026
- Coordinating with all stakeholders to ensure new hire training runs effectively.
- Conducting interviews and coordinating with HR for recruiting Trainers/Trainees.
- Designed and facilitated onboarding, soft skills, behavioural, customer service, communication, and leadership development programs for employees across multiple levels within BPO operations.
- Conducted training needs analysis in collaboration with operations, quality, and HR teams to identify skill gaps and develop targeted interventions.
- Planned and executed organization-wide learning initiatives in alignment with business objectives and annual training calendars.
- Delivered classroom, virtual, and blended learning programs for Team Leaders, Assistant Managers, and frontline associates.
- Developed competency-based learning journeys focused on leadership effectiveness, coaching skills, communication, conflict resolution, and performance management.
- Created learning content including facilitator guides, participant workbooks, presentations, and digital resources to enhance training engagement and effectiveness.
- Managed end-to-end Learning Management System (LMS) activities including course administration, learner enrolment, tracking, reporting, and compliance monitoring.
- Collaborated with Subject Matter Experts (SMEs) and business stakeholders to develop process-specific and client-specific training content.
- Evaluated training effectiveness through feedback analysis, knowledge assessments, performance metrics, and business impact measurements
- Supported succession planning and leadership pipeline development through targeted learning interventions.
- Monitored learner engagement, training completion rates, and compliance metrics while recommending continuous improvement actions.
- Facilitated workshops on communication skills, customer experience, coaching, emotional intelligence, team collaboration, and workplace effectiveness.
- Contributed to client audits, business reviews, and capability-building presentations by showcasing learning initiatives and outcomes.
- Preparing and attending all business/client reviews and working on the action plans to improve business performance.
- Ensuring 100 percent adherence on client driven SOP and BEST T&D compliance.
- Designed training and assessment modules tailored to organisational needs.
- Maintaining regular correspondence with clients to clarify process updates and percolate it to operations.
- Measuring performance of the team through performance appraisals and responsible for team motivation and retention.
- Counselled and guided underperforming trainees to improve their skills and meet performance standards.
- Creating SOPs for the training department and various processes.
- Ensuring that quality, CSAT for the batch meet the defined norms within the first month of production.
- Conducting calibrations with clients on requirements and performance.
Process Trainer
Teleperformance
Mohali, Punjab
07.2018 - 11.2022
- Conducted training needs analysis to identify skill gaps.
- Facilitated weekly PKTs to assess knowledge retention and ensure all employees are up to date with training content.
- Collaborated with team members to meet training targets and improve overall performance.
- Monitoring for knowledge check
- Conducting NHT batches
- Data preparation for WBR and MBR
- Managed business quality processes to ensure service excellence.
- Log in in order to remain updated regarding process knowledge
- Updates dissemination on the floor
- ID creation and management
- POC for all kinds of client interactions
- POC for recommendations sheet (sharing recommendations in collaboration with ops and quality to client)
- Handling project (Comic strips) for employee engagement
Process Trainer
Conneqt Business Solutions
Mohali, Punjab
05.2013 - 02.2018
- Delivered training sessions on schedule for NHT batches
- Developed training content based on client specifications
- Conducting sessions for new updates related to product
- Conducting TNI refreshers for on floor agents
- Handling training team and delegating tasks according to the requirement.
- Generating training related reports
- Preparation and submission of periodic reports to client
- Created and maintained identification records for NHT batches
- Logged in for 10 hours monthly to stay updated on product changes
Education
Senior Secondary School Certificate (SSCE) - Secondary Education
Govt. Senior Secondary School
Sujanpur Tihra, Himachal Pradesh03-2006
Bachelor Of Engineering - Electronics And Communication
KC College Of Engineering And IT
Nawansahar, Punjab01-2012
Skills
- Project handling
- Employee training
- Performance evaluation
- Content development
- Stakeholder engagement
- Project handling
- Process knowledge
- Team collaboration
- Customer experience
- Negotiation
- Interpersonal effectiveness
- Interpersonal effectiveness
Hobbies and Interests
- Cooking
- Surfing Internet
- Yoga
References
Available on Request
Timeline
Assistant Manager Training
Teleperformance
11.2022 - 05.2026
Process Trainer
Teleperformance
07.2018 - 11.2022
Process Trainer
Conneqt Business Solutions
05.2013 - 02.2018
Senior Secondary School Certificate (SSCE) - Secondary Education
Govt. Senior Secondary School
Bachelor Of Engineering - Electronics And Communication
KC College Of Engineering And IT