Niketa Khaire
Agile Coach | Scrum Master | Training And Development Head
Mira Bhayandar East,Maharashtra
Summary
Organized Agile Coach, Scrum Master and experienced Training & Development Specialist with 20+ years of Training, Quality and Agile Delivery experience. Expert in Delivery excellence and Competency Development with an established track record in improved performance management. Proven leader ready to make hard decisions and counsel companies to long-term success.
Dedicated Banking, Telecom and Financial Information professional with history of meeting company goals utilizing consistent and structured practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
18
18
years of post-secondary education
Work History
Agile Coach
Tata Consultancy Services
Thane, MAHARASHTRA
08.2018 - Current
- Scheduled and taught in class and online courses to increase learning opportunities to over 2000 employees.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind for 20+ products
- Developed individualized plans to help customers reach goals within predetermined timelines.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Recognized and tapped talented staff to fill key positions and maximize productivity.
- Tracked clients progress in key metrics and adapted plans to maintain progress.
- Eliminated process gaps by implementing new methods of standardized training.
- Employed job analysis in accordance with principles of instructional design to create effective training programs.
Learning and Development Manager
Tata Consultancy Services
THANE, MAHARASHTRA
01.2016 - 07.2018
- Assessed skill gaps for employees in program and developed training courses to meet identified needs.
- Managed new employee orientation training process for more than 100 employees each year.
- Evaluated success of training programs and recommended improvements to senior leadership to enhance effectiveness.
- Developed and implemented updating training programs for 3000 employees.
- Drove departmental/program/portfolio performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Developed surveys to identify training needs based on projected production processes and changes.
- Managed all exempt employee coaching, training and performance improvement actions.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Decreased training time by designing effective new training programs.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Researched and obtained relevant course materials to achieve training objectives.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for 500+ new employees.
- Directed training programs and development paths for managers and supervisors.
Operations Manager, Banking Finance
Tata Consultancy Services
Goregaon, Mumbai, Maharashtra
01.2014 - 10.2014
- Devised processes to boost long-term business success and increase profit levels for 2 key product lines.
- Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Spearheaded department training for appraisals of new components.
- Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
- Promoted positive customer experience through day-to-day supervision and management of Client's Technical Support Helpdesk.
- Cultivated and strengthened lasting client relationships using high collaboration and influencing skills.
- Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Project Manager
Tata Consultancy Services
Goregaon, Mumbai, Maharashtra
06.2013 - 01.2014
- Fostered relationships with vendors to promote positive working relationships.
- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
- Orchestrated 2 projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Provided management for internal personnel, contractors and vendors.
- Headed 2 project teams specializing in design and launch activities.
- Oversaw high profile projects for by planning, designing, and scheduling phases.
- Eliminated discrepancies in progress by reviewing performance, spend and timeline.
- Verified quality of 10+ deliverables and conformance to specifications before submitting to clients.
- Maintained open communication by presenting regular updates on project status to customers.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
Language Consultant
Tata Consultancy Services
Goregaon, Mumbai, Maharashtra
10.2011 - 05.2012
- Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs.
- Created and managed Soft Skills training programs for large voice operations unit with 1000+ team members.
- Developed lesson plans, instructional materials and written practice tests for customer service associates and soft skills training courses.
- Managed team of 12 Communication Trainers & ensured support needed to perform the necessary duties within scope of their role.
Assistant Manager in Training
Tata Consultancy Services (earlier Citigroup Global Services)
Goregaon, Mumbai, Maharahstra
10.2010 - 10.2011
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Directed training and retraining of employees to boost performance and enhance business results.
- Trained and developed personnel to improve safety, employee relations and resolve customer satisfaction, sales, AHT (Average Handle Time) and NPS (Net Promoter Score) issues.
- Continuously encouraged employees within customer service and sales teams to present positive, exemplary image to customers through enhancing customer management and sales.
- Identified and diminished performance gaps by coaching and supervising 500+ member team.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Delivered training for staff development, change management and materials, process and technical controls.
Senior Process Trainer
Tata Consultancy Services (earlier Citigroup Global Services)
Goregaon, Mumbai, Maharahstra
07.2007 - 09.2010
- Provided subject matter expertise on all product/process offerings to over 500+ employees.
- Delivered robust training courses via classroom and e-learning programs.
- Developed new and improved training programs to fit underserved areas.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in higher new recruits' and tenured associates' performance by more than 100%.
Quality Assurance Lead
WNS Global Services
Vikhroli, Mumbai, Maharashtra
03.2006 - 07.2007
- Established metrics, applied industry best practices and developed new tools and processes.
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
- Coached and motivated 20 person QA team to develop competencies.
- Created process flow guidelines, procedures and case templates through SIPOC and FMEA process.
- Created requirements for milestones and monitored completion of tasks for QA team.
- Updated training database to help resolve common issues.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
Process Trainer
Intelenet Global Services
Malad, Mumbai, Maharashtra
05.2003 - 12.2005
- Developed plans to identify, analyze & effectively respond to client’s needs, emerging trends & best practices by improving their sales by 100%.
- Conducted TNA (Training Need Analysis) for floor to identify and reduce learning curve for new advisors
- Delivered robust training classes to customer service representatives with improved performance in quality and productivity
- Developed and implemented updating training programs for 200+ employees.
Customer Service Representative
Global Tele Systems
Mahape, New Mumbai, Maharashtra
10.2001 - 05.2003
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities leading to more than 50% improvement.
- Answered constant flow of customer calls with minimal wait times.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Sales Executive
Gati Cargo and Management Services
Mahape, New Mumbai, Maharahstra
06.2001 - 09.2001
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals by more than 50%.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
Education
MBA - Human Resources Management
United Business Institutes (Belgium)
Affiliated To Jaro Education 04.2011 - 04.2012
Bachelor of Arts - Economics
Mumbai University (Ruia College)
Matunga, Mumbai 06.1998 - 05.2001
No Degree - Higher Secondary Education
Maharashtra Board (Ruia College)
Matunga. Mumbai 06.1996 - 05.1998
No Degree - Secondary Education
Maharashtra Board (Gloria Convent High School)
Byculla, Mumbai 06.1984 - 03.1996
Skills
Agile Delivery Coach
Professional Scrum Master (PSM 1 certified)
Agile Project Management
Training and Development
Change Management
Knowledge Management
Design Thinking
Learning Agility
Critical Thinking
Story-telling
Talent Development
Client Relations
Product Owner
Quality Assurance
Knowledge Transition
Accomplishments
- Special Achievement Award, Beyond Performance Awards, Initiatives
- CLP Faculty Award, Learning Awards, CLP Awards
- Contextual Master Award, Awards for Excellence, Awards for Excellence
- Service & Commitment Award, Service Awards, Service Award
- Best Agile Delivery Champion Award
- Best Program Coordinator Award
- Best Sales Performer Award
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Agile Coach
Tata Consultancy Services
08.2018 - Current
Learning and Development Manager
Tata Consultancy Services
01.2016 - 07.2018
Operations Manager, Banking Finance
Tata Consultancy Services
01.2014 - 10.2014
Project Manager
Tata Consultancy Services
06.2013 - 01.2014
Language Consultant
Tata Consultancy Services
10.2011 - 05.2012
MBA - Human Resources Management
United Business Institutes (Belgium)
04.2011 - 04.2012
Assistant Manager in Training
Tata Consultancy Services (earlier Citigroup Global Services)
10.2010 - 10.2011
Senior Process Trainer
Tata Consultancy Services (earlier Citigroup Global Services)
07.2007 - 09.2010
Quality Assurance Lead
WNS Global Services
03.2006 - 07.2007
Process Trainer
Intelenet Global Services
05.2003 - 12.2005
Customer Service Representative
Global Tele Systems
10.2001 - 05.2003
Sales Executive
Gati Cargo and Management Services
06.2001 - 09.2001
Bachelor of Arts - Economics
Mumbai University (Ruia College)
06.1998 - 05.2001
No Degree - Higher Secondary Education
Maharashtra Board (Ruia College)
06.1996 - 05.1998
No Degree - Secondary Education
Maharashtra Board (Gloria Convent High School)
06.1984 - 03.1996