Nausheen Shaikh

Training leader with demonstrated planning, organizational, and leadership abilities focused on learning & development, content creation, and employee engagement. "Highly Effective at educating people at all different skill levels. Seeking similar roles. Service-oriented Associate Manager with commitment to excellence and more than 10 years of experience. Proven history of efficiency and reliability

Seeking assignments in Training within an organization of high repute, Result focused Training Executive in Training and Development, Client Relationship and Team Management., Proficient in developing service standards and operational procedures for business excellence., Focused at maintaining client relationship to achieve the desired service results and resolve service-related critical issues., Proven people management skills to build and mentor teams to lead the business and operating efficiency., Process Improvement, Soft Skills, Attrition control, Customer centricity, Content development, E-learning, Team management, Work force management, Analytical bend

• Managing team of trainers and quality analyst with overall guidance and coaching.
• Content creation for better facilitation and improved quality on floor.
• Conducting TTT for trainers and coaching session for QA's.
• Conducting soft skill /Process training for various processes including training of new as well as existing employees.
• Handling all issues related to performance, behavior, punctuality and attendance within training.
• Conducting performance evaluation within training and give feedback to trainees.
• Conducting certification post training in line with parameters defined for the process.
• Conducting Job Knowledge Quiz for particular processes.
• Counseling trainees to improve performance during training.
• Handholding the trainees during OJT phase to ensure their smooth transition in operations team.
• Ensuring adherence to training processes, training schedule, training timelines and accuracy of training material defined internally as well as by the client.
• Ensuring higher training success rate (% of agents successfully trained and certified as per internal as well as client parameters).
• Responsible for effectively delivering and facilitating classroom training to customer contact staff in collections and in product knowledge and desktop systems as applicable and ensuring that all training is focused on creating outstanding performance by front line advisor level employees.
• Conducting refresher training for the process.
• Monitoring /Evaluating calls to improve the quality.
• To be a part of quality briefings to ensure consistency and meet the quality standards of the training content.
• Worked with the bottom performers for the excellence of the process.
• Co-ordinated between the operations and the training team for the growth of the employees and meeting the targets for the clients.

• Graduation, English literature, St Xavier College
• MA, English literature, 2012, Mumbai University
• Currently pursuing Six Sigma certification and Instructional Designing

• Intelenet Global Services Pvt. Ltd., Process and Communication Trainer (Etisalat), 10/15 - 12/16, Customer service and sales
• Aditya Birla Sun life Insurance, Product Trainer, 12/16 - 09/18, Insurance and sales
• Reliance SMSL. Mumbai, Product, Process and Communication Skills Trainer, 09/18 - 11/19
• Mswipe Technologies Pvt. Ltd., Assistant Manager, Learning and development, 11/19 - 04/20
• Flipkart, Freelance Trainer, Learning and development, 08/20 - 01/21
• Sutherland Global Services(International), Associate Manager, Learning and development, 01/21 - Present