Payal Kaur Khosa
Kolkata
Summary
Strategic Training and Learning Specialist with 4+ years of success in Corporate Services Management. I leverage my in-depth knowledge of the employee lifecycle to design and implement engaging learning experiences that empower new hires, optimize performance, and drive employee retention. My expertise spans streamlining processes, enhancing ITIL Service Management for value co-creation, and delivering impactful training on products, soft skills, and communication.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Coorporate Trainer - Project Management
Koenig Solutions
Kolkata
05.2023 - 03.2024
- Delivered extensive ITIL V4 training programs , equipping professionals with the skills to become certified Managing Professionals and Strategic Leaders.
- Conducted on-site Project Management courses for clients in Dubai, fostering successful project execution strategies.
- Provided comprehensive exam preparation support, ensuring clients were well-equipped to pass ITIL and Project Management certifications.
Training Specialist
BYJU'S
Bangalore
02.2020 - 11.2022
- Student Specialist handled around 700+ customer student profiles and provided regular guidance and handled escalations
- Trained over 500+ new hires on organizational skills, user understanding, product, process, call etiquette, nuances of effective mentoring and professional development.
- Quality Audits done for onfloor support associates which included Refund, Retention and Customer service team and provided regular feedback for improvement
- Worked on 70+ Technical and Process documents for Knowledge Management System to assist various teams involved in customer experience, issue resolution and retention
- Conducted training and feedback programs for outsourcing partner Cogent Bangalore for issue resolution process
- Conducted soft skills training for existing associates, new hires and manager’s for different operation departments.
- Managed trainings, feedback for trainees and existing employees from LMS Gcube
- Coined lesson plan for Induction training by analyzing existing plan and evaluation of on-floor performance of employees in interest of improvisation
Marketing Coordinator
Vedic Maths Forum India
Kolkata
07.2019 - 02.2020
- Converted prospects into potential customers generated 5 lakh+ revenue for company
- Conducted training for Franchise Partners on product learning programs
- Coordinated creation and deployment of videos, social media posts and other marketing collaterals on facebook and instagram
Education
Bachelor of Arts - English Honours
The Bhawanipur Education Society College
07-2019
Skills
- Project Management
- Service Management
- Team Management
- Process Ownership
- Effective Communication
- Coaching & Mentoring
- Interpersonal Skills
- Customer Retention
- Agile Best Practices
Certification
- ITIL V4 - Foundation
- ITIL V4- Create Deliver and Support Services
- Udemy Certified - Train the trainer Virtual: Virtual Training Master Class
- Udemy Certified - Deliver Powerful, Painless Feedback to Motivate vs Frustrate
- Udemy Certified - Story Telling To Influence
Timeline
Coorporate Trainer - Project Management
Koenig Solutions
05.2023 - 03.2024
Training Specialist
BYJU'S
02.2020 - 11.2022
Marketing Coordinator
Vedic Maths Forum India
07.2019 - 02.2020
Bachelor of Arts - English Honours
The Bhawanipur Education Society College
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