Nikhita Kindalkar
Bangalore
Summary
With over 5+ years of experience in designing and implementing effective training programs. Proven ability to simplify complex processes, enhance team performance, and drive continuous improvement. Skilled in fostering a collaborative learning environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Training and Quality
CONCENTRIX Services Pvt Ltd.
Bangalore
06.2023 - 08.2024
- Managed new-hire training on topics such as business standards (Product and Process), compliance requirements, and soft skill training for more than 10 batches.
- Actively participated in hiring the candidates for the process.
- Creating training content on new updates and preparing FAQs with MS PowerPoint.
- Prepared reports and dashboards summarizing project progress and results for client and management review.
- Conducted gap analysis to identify training needs, leading to the development of targeted training sessions for the defaulters.
- Provided L2 support to the Enablement Center of Excellence to resolve complex queries and handle escalations.
- Conducted weekly and monthly Performance Development Plans based on TNA/TNI for the defaulters.
- Conducted quarterly and weekly assessments based on new updates, and also for the knowledge check for ongoing products.
- Conducted time and motion study to analyze the areas of improvement.
- Assisted with troubleshooting, problem resolution, and product usage questions.
- Trained internal team on updated processes and tools.
Quality / Senior Trainer Analyst
ONE POINT ONE SOLUTION
Bangalore
07.2021 - 03.2023
- Managed new-hire training on topics such as business standards, compliance requirements, and soft skills training for more than 60 batches.
- Guiding and training the newly hired batches on verifying the documents and processing them to get into the credit line. (BNPL process)
- Provide training and support to personnel involved in data collection and reporting.
- Creating training content on new updates and preparing FAQs with MS PowerPoint.
- To conduct weekly and monthly Performance Development Plans for defaulters, based on TNA/TNI.
- Created and utilized lesson plans and teaching materials to enhance classes.
- Worked closely with operations to address key concern areas in operations arising from knowledge gaps, and conducting assessments.
- Prepared reports and dashboards summarizing project progress and results for client and management review.
- Provided L2 support to the Enablement Center of Excellence to resolve complex queries and handle escalations.
- Experience in call auditing for agents.
- Call listening, call calibration, live barging.
- Sandwich mechanism feedback.
- Making sure parameters are met for audits.
Verifier/ Quality Analyst
TELEPERFORMANCE GOLBAL SERVICES
Bangalore
12.2018 - 06.2021
- Experience in verifying customer details on calls and sharing them with the back-end team to process the loan based on credit cards.
- Review and validate data for accuracy and completeness, and cross-check information against established criteria or standards.
- Examine documents, reports, and records to ensure they meet the required specifications.
- Ensure compliance with relevant regulations, standards, and organizational policies, identify areas of non-compliance, and work with relevant stakeholders to address them.
- Experience in collating the data (details of the customer interested in a loan) and sharing it with the operations.
- Experience in auditing calls for general insurance and instant loans.
- Made sure parameters are met for audits performed per agent, 3 audits per day.
- Maintaining and analyzing data of weekly and monthly audits.
- Rectifying errors made on calls, and sharing feedback.
- Preparing MTD and YTD data.
- Preparing MIS report.
- Extended support to Operations in increasing sales value up to 20% by calling.
Store Assistant
RAMSHREE GLOBAL CONSTRUCTIONS Pvt. Ltd
Karwar
06.2015 - 06.2016
- Involved in maintaining credit report
- Placing purchase order of required materials in ERP software
- Preparing store report of materials available
- Mapping store materials required under specific category
- Established and maintained professional relationships with customers to increase trust and rapport.
Education
Master of Business Administration - Human Resource And Finance
Karnataka University - Karnataka
Hubballi06.2018
Bachelor of Commerce - Financial Accounting
Karnataka University - Karnataka
Karwar06.2015
Pre-University Education - Commerce
Govt PU College - Karnataka
06.2012
SSLC: Higher Studies -
Board of Secondary Education from St. Michael Convent School - Karnataka
05.2010
Skills
- Collaboration and teamwork
- Coaching and mentoring
- Process mapping and improvement
- Public speaking and presentation
- Performance analysis and metrics
- Curriculum design
- Attention to Detail
- Problem solving, escalation handling, and analytical skills
- Basic knowledge of LMS
- Time management
Certification
- Six Sigma, Yellow Belt Certification – 2022 (VMEdu)
- Certified Digital Marketing.
- IRDAI Certified. (Internally from Office)
- Certified Crash Course in HR Recruitment. (Udemy)
Additional Information
- Successfully completed the WORKSHOP on "Digital Marketing".
- Participated in HR Harmony Fest, 2017.
- Internship at RED FM Hubli as Survey Analyst for Two months.
- Received Top Performer award for IL-Verifier for the month of Aug 2019.
Affiliations
- Successfully completed the WORKSHOP on "Digital Marketing".
- Participated in HR Harmony Fest, 2017.
- Internship at RED FM Hubli as Survey Analyst for Two months.
Accomplishments
- Recognized as Trainer of the Quarter for consistently achieving 100% throughput with 0% escalations by the On Job Training Batch performance for the month of May 2024.
- Rewarded as Best Trainer for providing 100% throughput for the batch for the month Jan 2024.
- Rewarded Top Performer award for Instant Loan-Verifier for the month of Aug 2019.
Languages
English
First Language
English
Proficient (C2)
C2
Kannada
Intermediate (B1)
B1
Marathi
Intermediate (B1)
B1
Konkani
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Lead Training and Quality
CONCENTRIX Services Pvt Ltd.
06.2023 - 08.2024
Quality / Senior Trainer Analyst
ONE POINT ONE SOLUTION
07.2021 - 03.2023
Verifier/ Quality Analyst
TELEPERFORMANCE GOLBAL SERVICES
12.2018 - 06.2021
Store Assistant
RAMSHREE GLOBAL CONSTRUCTIONS Pvt. Ltd
06.2015 - 06.2016
Master of Business Administration - Human Resource And Finance
Karnataka University - Karnataka
Bachelor of Commerce - Financial Accounting
Karnataka University - Karnataka
Pre-University Education - Commerce
Govt PU College - Karnataka
SSLC: Higher Studies -
Board of Secondary Education from St. Michael Convent School - Karnataka
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