Hi, I’m
Naghmi MALIK
Training Specialist
Delhi
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
years of professional experience
Work History
Wipro HR Services Pvt. Ltd. - Gurugram
Assistant Manager - Training (GHRO - APAC, AMS & EMEA)
11.2023 - Current
Job overview
- Fulfilling vendor responsibilities for Wipro, contributing to Google's HR operations
- Delivering onboarding, communication training, pre-process training, process training and analyzing trainee's performance during OGT
- Monitoring and reporting trainee progress, introducing new learning tools to address individual needs.
- Monitoring implementation of SOP and training materials provided to the employees along with identifying SOP gaps, creating content and sending for an update to the KM team
- Conducting CKT (communication knowledge test) & PKT (process knowledge test) monthly for all the workflows to analyze the individual and team's performance
- Analyzing monthly consultation and error data for all the aligned workflows to identify the area of improvement in the process
- Calibrating regularly with the teams and stakeholders (GXO team) to understand the challenges so that the training team could help in solving their issues with the help of training/ refresher sessions
- Creating MBR(monthly business review) presentation to showcase the initiatives taken in the previous month and presenting it to the clients during the monthly connect
- Assisting the quality and operations team with retrospective audits. This involves RCA of errors and subsequently designing tailored training sessions for the operation team. This approach ensures that I am well-equipped with the knowledge and skills necessary to maintain high-quality standards.
- .Overseeing the taxonomy governance program, ensuring all taxonomy modification requests are reviewed in accordance with established taxonomy governance principles.
- Frequently used applications - Salesforce, gHire, DocuSign, Workday, LMS, Dashboards and Google apps (Slides, Docs, Sheet, Forms)
- Managing multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
Wipro HR Services Pvt. Ltd. - Gurugram
Process Specialist (HR Operations - APAC)
05.2021 - 10.2023
Job overview
- Worked for Google's HR Operations as a vendor with Wipro
- Handled Offer Letter generation, EDM and Benefits process for the APAC & AMS region which includes answering employee's queries related to benefits, leaves, data management, compensation and exit
- Experience in working on applications as salesforce, gHire, DocuSign, Workday and Dashboards
- Calibrating with client/ GXO team weekly to highlight the ongoing issues and to take approvals to redefine the process as per the requirements
- Analyzing the team's monthly data in terms of TAT, quality and customer satisfaction surveys to identify the gap in process
- Created the Global SOP for the entire POD and got that placed to KM site post SME approvals
- Conducted regular process reviews, identifying inefficiencies and implementing improvements that led to increased productivity and cost savings.
- Served as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
- Collaborated closely with cross-functional teams, ensuring seamless integration of processes across departments.
- Cross trained the AMS and EMEA colleagues on APAC
Interglobe Aviation Pvt. Ltd. - IGI AIRPORT, New Delhi
Customer Service Executive
08.2018 - 05.2021
Job overview
- Training new joiners for reservation, check-in and boarding process while they are on OJT
- Creating the planning and routing of the day and assigning the responsibilities to the team for the particular day
- Supervising all tasks assigned to the team throughout the day
- Maintaining the net promoter score of each flight
- Leading all the extra curricular activities and events and organizing and planning them
- Closely monitoring individual and team tasks to make sure the operations are up and running smoothly
- Helping the passengers with reservations, check-in, boarding and other queries.
Convergys India Pvt. Ltd. - GURUGRAM
Customer Service and Sales Representative
10.2016 - 09.2017
Job overview
- Meet and exceed monthly sales quota objectives
- Customer retention, follow up, training and customer service.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Developed and implemented sales strategies to increase profits.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
Education
SJI College
Higher Secondary Education
Cambridge Institute, Nainital
Diploma in Hospitality and Management
MJP Rohilkhand University, Bareilly
Bachelors of Arts
Accomplishments
- Winners Circle - Stellar award for best Performance for three consecutive quarters.
- Winners Circle - Contest winner award for solving the highest number of cases.
- Won badminton single's female in FRB tournaments at IGIA.
- Selected for govt. organized national exhibitions in Artist's category as a painting artist in 2021.
Languages
English
Hindi
Hindi
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Company CultureCareer advancementTeam Building / Company RetreatsTimeline
Assistant Manager - Training (GHRO - APAC, AMS & EMEA)
Wipro HR Services Pvt. Ltd. - Gurugram
11.2023 - Current
Process Specialist (HR Operations - APAC)
Wipro HR Services Pvt. Ltd. - Gurugram
05.2021 - 10.2023
Customer Service Executive
Interglobe Aviation Pvt. Ltd. - IGI AIRPORT, New Delhi
08.2018 - 05.2021
Customer Service and Sales Representative
Convergys India Pvt. Ltd. - GURUGRAM
10.2016 - 09.2017
SJI College
Higher Secondary Education
Cambridge Institute, Nainital
Diploma in Hospitality and Management
MJP Rohilkhand University, Bareilly
Bachelors of Arts
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