POOJA CHAWDIPANDE
Pune
Summary
Technical Trainer with proven success in collaborating with stakeholders to assess training requirements and develop effective action plans. Goal-oriented professional with a strong focus on detail and systematic approaches to training delivery. Expertise in designing and implementing training programs that enhance skills and improve performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Technical Trainer
Genworth
03.2022 - Current
- Delivered technical training and support to claim representatives, payment processors, and managers on Genworth Long Term Care insurance products.
- Designed and implemented comprehensive training programs focused on insurance guidelines, product features, and policy provisions.
- Developed technical training materials, including e-learning modules and instructional videos.
- Conducted engaging in-person and virtual training sessions for sales representatives, agents, and brokers.
- Coordinated with managers and subject matter experts to implement process refreshers and elevate quality
- Provided ongoing coaching to improve technical knowledge and sales performance of representatives and brokers.
- Monitored training effectiveness through analysis and implemented necessary improvements.
- Maintained current knowledge of long-term care insurance industry changes and regulatory standards.
- Instructed more than 80 employees on various products and services.
Senior Claims Representative
Genworth
06.2021 - 03.2022
- Resolved complex customer issues in a timely manner to ensure customer satisfaction.
- Processed claims and invoices with precision and efficiency.
- Handled outbound communication with claimants and family members.
- Managed administrative support and escalations; improved service delivery through proactive follow-ups.
- Logged claim information accurately and maintained alignment with policy requirements.
- Collaborated with other departments to develop innovative solutions for improving workflow processes.
Quality and Training Manager
Armeka Financial Pvt. Ltd.
01.2020 - 12.2020
- Designed, developed, and delivered comprehensive training programs for organization-wide employee development.
- Identified employee training needs aligned with organizational goals through surveys and assessments.
- Developed quality control procedures and scenarios to enhance product and service standards.
- Assessed skill gaps in collections department, creating targeted training courses for improvement.
- Conducted orientation sessions and organized on-the-job training for over 200 new hires.
- Coordinated ongoing technical training and personal development classes for staff members.
- Analyzed training program effectiveness and recommended updates based on feedback.
- Managed training budgets, instructor selection, and tracked employee progress through KPIs.
- Evaluated instructor performance during classes and provided feedback as needed.
- Executed process trainings and quality analysis initiatives enhancing quality scores by 14%
Lead Payroll Analyst
ADP
Pune
09.2019 - 12.2019
- Prepared detailed reports on payroll activities and related financial information.
- Coordinated with third-party vendors providing services such as 401 plan administration or COBRA insurance coverage.
- Analyzed, reconciled and processed payroll data for accuracy and compliance with applicable regulations.
- Reviewed timesheets for accuracy prior to submitting them for processing.
- Reviewed timesheets, tax forms, deductions and other relevant documents for accuracy.
- Processed garnishments, bonuses, retroactive payments and other special payrolls.
Resolution Specialist
Amazon
06.2016 - 09.2019
- Managed resolution of product order, payment, and delivery issues to enhance customer satisfaction.
- Coordinated with internal teams to address escalated issues promptly.
- Investigated customer complaints to identify root causes and implement corrective actions.
- Maintained accurate records of interactions and resolutions in CRM systems.
- Conducted coaching sessions and team huddles to refine resolution techniques.
- Developed training materials and provided onboarding support for new hires.
- Mentored team members in real-time to boost productivity and minimize errors.
- Recommended process improvements based on Voice of Customer analysis.
Education
Bachelor of Science - Electronics and Telecommunication
G. H. Raisoni College of Engineering
Nagpur01.2016
Skills
- Budgeting and forecasting
- Employee training
- E-learning development
- Training program design
- Critical thinking
- Process improvement
- Technical documentation
- Customer service
- Quality assurance
- Project management
- Coaching techniques
- Presentation skills
- Coaching and mentoring
- Performance assessment
- Power BI analysis
- Business development
- Team leadership
- Feedback implementation
- Operations management
- Business needs analysis
Certification
- Project management foundations
- Power BI essential training
- Motivating and engaging employees
Timeline
Lead Technical Trainer
Genworth
03.2022 - Current
Senior Claims Representative
Genworth
06.2021 - 03.2022
Quality and Training Manager
Armeka Financial Pvt. Ltd.
01.2020 - 12.2020
Lead Payroll Analyst
ADP
09.2019 - 12.2019
Resolution Specialist
Amazon
06.2016 - 09.2019
Bachelor of Science - Electronics and Telecommunication
G. H. Raisoni College of Engineering
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