Pooja Arora
Summary
"As i have worked for both International and domestic projects, i am exultant to Work for A Professionally Managed Organization Wherein I Can Enhance and Utilize My Skills to The Optimum. Be in a Responsible Position Where I Can Contribute to Further Growth and Development of an Organization".
Seasoned Manager with broad experience in both team leadership and project delivery. Possess strong strategic planning abilities, coupled with the capability to coordinate operational initiatives for maximum efficiency. Proven track record of driving process improvements, enhancing productivity, and implementing innovative solutions. Skilled in building strong relationships across all levels of an organization to achieve business goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Manager - Training (E Commerce)
Avalara Technologies Pvt Ltd.
09.2022 - 05.2026
- Conducted new hire orientation and training sessions
- Process Knowledge Dip Check + Assessments Designing and Invigilations
- Identified training needs of existing resources and facilitated transition from requirement to delivery of sessions across competencies.
- Handling entire lifecycle of training from nomination to evaluation.
- Analyzed organizational training needs and implemented solutions to align with organizational goals.
- Designing training solution/framework using latest models & methodologies.
- Development of Annual Training Plan & Monthly Training calendar based on identified needs.
- Developed training modules and trackers, executed evaluations for classroom, virtual, and on-the-job training.
- Conducting post training evaluation to gauge training effectiveness and opportunity areas.
- Seasoned professional in handling/executing mid-size to large scale training projects within stipulated timeframe covering Scope, Timelines, Planning, Scheduling, Budgeting, Resource Allocation, Communication, Quality, Risks and procurement for the project.
- Well versed in managing, motivating and leading teams.
- Led cross-functional teams to streamline operational workflows and enhance efficiency.
- Developed and implemented training programs for staff to improve performance.
- Managed project timelines and resources to ensure timely delivery of initiatives.
- Collaborated with stakeholders to identify business needs and drive solutions.
- Oversaw daily operations, ensuring compliance with company policies and standards.
- Facilitated regular meetings to promote communication and team collaboration.
- Analyzed data trends to inform decision-making and strategic planning efforts.
- Mentored junior staff, fostering professional development within the team.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Assessed team members' skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
Manager -Product & Process Training (Process Flipkart-CMB, Large and NL)
Tech Mahindra BPS
07.2021 - 09.2022
- Drove Training & Quality teams by providing strategic inputs to enhance floor performance.
- Planning of Training batches for existing business & new ramps
- Preparing & presenting SLA/KPI & other Metric driven Dashboards/Reports for Internal & External reviews
- Motivating, Developing, and mentoring team members in a dynamically changing environment
- Run projects with vision for learning, Revenue & Metric improvements.
- Leading Governance/Escalations calls with the Client.
- Quickly channeled existing resources into internal segments based on volume surges.
- Picking-up & driving towards the smooth closure of escalated engagements
- Drafted and executed achievement-driven incentive plans to motivate and reward team performance.
Manager -Product & Process Training (North I)
Aditya Birla Payments Bank
04.2017 - 10.2019
- To deliver Process, Products, Systems and Behavioral trainings for proper understanding of products & processes to entire sales & service team (including RDEs, Channel Partner & Retailers) and ensure smooth selling keeping in mind Regulatory & Compliances
- Monitored and conducted internal and external training programs according to calendar, enhancing employee productivity.
- Delivered training for external programs to the sales and service team on processes.
- Provided scheduled soft skill trainings to align workforce with organizational expectations.
- Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
- Coordinated with circle resources and partner SPOC to streamline process standardization.
- Monitor the process as per processes followed by all stakeholders.
Process Auditor (Sr. Executive)
Idea Cellular limited
09.2013 - 03.2017
- Conducted comprehensive audits of processes to ensure compliance and efficiency.
- Circulated 1st cut audit report to relevant Process Owners and ensured timely receipt and closure of action plans
- Validation of data before handover to audit & ensure 100% accuracy in reporting + Improvement in circle audit efficacy
- To circulate 1st cut audit report to relevant Process Owners & Ensure timely receipt & closure of ATR
- Recommended process corrections and enhancements, and implemented the rollout of revised SOP within 30 days of initiating changes.
- Calculated business benefits by identifying gaps in processes and systems.
- To improve key business KPIs through various projects
Training Manager
La Marca Advisory Pvt. Ltd.
10.2010 - 06.2013
- Developed online business directory and e-commerce portal to connect local businesses with consumers.
- Managed backend operations, website maintenance, and social media engagement to enhance online presence.
- Conducted testing, approval, and confirmation for new website developments and deployments.
- Oversaw all social networking activities to boost audience interaction and brand visibility.
- Managed website updates and new content additions.
- Managed all social media activities for the website to enhance engagement.
- Oversaw project management in Singapore and Dhaka, ensuring seamless execution from start to finish.
- Conducted sessions on behavioral, professional, soft skills, and etiquette to enhance participant competencies.
Team Leader (Unit Manager)
Spice BPO Services
09.2009 - 10.2010
- Led, mentored, and managed a team of 22 members.
- Ensures that the team operates effectively & efficiently through appropriate task allocation & the process meets the targets.
- Devise individual development plans for the agents for Performance Enhancement.
- Monitoring agent's calls & providing feedback individually.
- Identify training requirements of the agents and organize sessions to improve performance and knowledge base.
- Conducted training sessions for team members to enhance their skills.
- Recognized and rewarded high performers while addressing and managing underperformance.
- Organized daily team huddles and weekly team meetings to foster communication and collaboration.
- Worked in domestic BPO environment, managing customer inquiries and support.
Sr. C.C.O
Convergys India Pvt ltd
05.2007 - 09.2009
- Handled escalated Supervisor's calls to resolve complex customer issues.
- Ensures that the team operates effectively & efficiently through appropriate task allocation & the process meets the targets.
- Achieved daily sales targets by actively engaging with customers and promoting products.
- Developed performance enhancement plans to improve team skills.
- Monitored agent calls and provided individual feedback to support Team Leader's objectives.
- Achieving Daily Sales Target.
- Participated proactively in training sessions to enhance team members' skills and competencies.
Sr. C.C.O
FINEDGE India Pvt. ltd.
09.2006 - 04.2007
- Handled escalated calls from supervisors to resolve complex issues.
- Facilitated effective team operations through task allocation and ensured processes met targets.
- Achieved daily sales targets by actively engaging customers and promoting products.
- Mentored team of 20 members in skill development.
- Took proactive participation in training sessions for Team Members.
- Participated in development planning sessions to enhance performance.
- Participated proactively in training sessions for team members to enhance skills.
- Worked in a domestic inbound BPO environment handling customer service inquiries.
Education
B.A. -
DU University
P.D.W.S.E - Computer course
F-Tech
New DelhiSkills
- Training development
- Leadership
- Team development
- Communication skills
- Presentation skills
- Digital literacy
- MS Office
- MS Windows
- Internet/Mailing
- Achievement orientation
- Result-oriented
- Proactive approach
- Innovative
- Dynamic
- Quick learner
- High tolerance levels
- Ability to work under challenging environment
- Positive thinking
- Optimistic approach
- Interpersonal skills
Certification
- POSH (Prevention of Sexual Harassment)
- Diversity and Inclusion
- DEI_Conflict Resolution
- Social Engineering Red Flags
- Unconscious Bias Managers
- Time Management Fundamentals
- Building Resilience
- Enhancing Resilience
- Nano Tips for Mental Agility and Resilience
References
Available if requested.
Hobbies and Interests
- Painting
- Singing
- Dancing
- Handling Motivational sessions
- Interacting with Different People
Languages
- Hindi
- Punjabi
- English
- Hindi
- Punjabi
Personal Information
- Total Experience: 19+ YRS
- Father's Name: Late Shr. Dev Raj Arora
- Husband's Name: Mohd Areeb
- Date of Birth: 01/18/87
- Marital Status: Married
Languages
Hindi
First Language
English
Proficient
C2
Punjabi
Proficient
C2
Marathi
Elementary
A2
Timeline
Manager - Training (E Commerce)
Avalara Technologies Pvt Ltd.
09.2022 - 05.2026
Manager -Product & Process Training (Process Flipkart-CMB, Large and NL)
Tech Mahindra BPS
07.2021 - 09.2022
Manager -Product & Process Training (North I)
Aditya Birla Payments Bank
04.2017 - 10.2019
Process Auditor (Sr. Executive)
Idea Cellular limited
09.2013 - 03.2017
Training Manager
La Marca Advisory Pvt. Ltd.
10.2010 - 06.2013
Team Leader (Unit Manager)
Spice BPO Services
09.2009 - 10.2010
Sr. C.C.O
Convergys India Pvt ltd
05.2007 - 09.2009
Sr. C.C.O
FINEDGE India Pvt. ltd.
09.2006 - 04.2007
B.A. -
DU University
P.D.W.S.E - Computer course
F-Tech