Moumita Das
Manager- Learning Delivery
BANGALORE
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Own Extensive Cooperate Experience (B2B & B2C). Been a key contributer in Process Enhancement & Organizational growth. Helped transition new launches for Retail/E-commerce, Telecom, Delivery & Banking
Overview
16
16
years of professional experience
Work History
Learning Delivery Manager
Alorica
BANGALORE
04.2019 - 02.2023
- Developed Training Programs to increase the Production Efficacy and Support Client’s Goal
- Engagement with Leadership & support functions to improve Employee Engagement & Sat
- Ensure collaboration and completion of tasks and responsibilities: E.g- Training Calenders, Gantt Chart, Capacity Planning
- Review & Customize different hiring assessment tools based on client competencies
- Organizational Development: Helped internal stakeholder to upskill/enhance their skillset
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Strengthened communication skills through regular interactions with others.
- Developed & compiled weekly training status reports
- Developed internal training content and conducted T3
- Regular Trainer Observations to enhance the training delivery followed by Coaching & feedback
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Process Trainer
[24]7
BANGALORE
07.2014 - 03.2019
- Trained and coached new hires on improving their skills to achieve the metrics and to meet the client requirements
- Worked as a communication coach
- Provided subject matter expertise on all company offerings.
- Delivered robust training courses via classroom and e-learning programs.
- Trained and mentored new personnel hired to fulfill various roles.
- Creating presentations for clients to improve the SLAs
- Created refreshers for the floor to enhance their performance
- Created Training materials for the new hires based on the analysis of the performance from the floor
- Involved in recruitment process
- Identify the strengths, weaknesses, opportunities, and threats, of each individual and provide constructive feedback
- Gained experience in time & people management while conducting refresher coaching and feedback sessions
- Discuss the process with new Nesting (OJT) batches, and work on improving the member/customer satisfaction
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Process Trainer
Minacs
01.2010 - 07.2014
- After gaining hands-on experience in all Process Metrics
- Coached and trained new hires on improving their skills as Customer Service Executives
- Identify potential showstoppers & worked out constructive action plans to meet & exceed SLA targets
- Facilitate training programs with PowerPoint presentations for the floor
- Conduct research on cultural training & troubleshooting tips to improvise the productivity of the process
- Ensured new hires undergoing process training understand the core objective of their job
- Identify the strengths, weaknesses, opportunities, and threats, of each individual and provide constructive feedback
- Discuss the process with new OJT batches, and work on improving the Customer Service strategy.
Customer Service Executive
Minacs
01.2009 - 12.2009
- Moved to Telecom process as per Business Requirement
- Acquired 100% Process knowledge and became a Subject Matter Expert
- Was awarded the best performer for Q3 & Q4 of 2009
- Took live calls and serviced customers with their Credit Card queries
- Assisted customers in resolving complex queries along with Upselling value-added services
- Awarded as the Best Collector for the Months of April & May 2008
- Organized fun activities as a part of the fun committee on the floor to motivate team members
- Coordinated team outings in a quarterly basis & also assisted in organizing annual parties for the entire floor
Customer Service Executive
Mphasis
11.2006 - 10.2008
- Joined, BPO and was selected as a Customer Service Executive for an Inbound Collections Process for UK based Credit Card
- KPI of collections with customer service skills
- Dealt with hardcore and mediocre collections activity on credit cards for the UK
- Assist customers to sort out their accounts, to try and improve their credit history and also by collecting on those accounts, so as to get it out of collections and eventually get the money back to our clients for further business.
Education
Bachelor’s - computer science Chhattisgarh
C V Raman University
XII WADI - undefined
X - undefined
DAV Public School, CBSE
Skills
Virtual learning system proficiency
Timeline
Learning Delivery Manager
Alorica
04.2019 - 02.2023
Senior Process Trainer
[24]7
07.2014 - 03.2019
Process Trainer
Minacs
01.2010 - 07.2014
Customer Service Executive
Minacs
01.2009 - 12.2009
Customer Service Executive
Mphasis
11.2006 - 10.2008
Bachelor’s - computer science Chhattisgarh
C V Raman University
XII WADI - undefined
X - undefined
DAV Public School, CBSE
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