POOJA GAIKWAD
Wardha
Summary
Experienced Learning and Development professional with over 8 years in training delivery and content development, including 4.5 years as a Process Trainer in US Freight Brokerage and Logistics. Specializes in SOP development, employee coaching, and quality enhancement. Skilled in designing impactful training programs that drive engagement and performance through innovative methods and team-building activities.
Overview
11
11
years of professional experience
Work History
Process Trainer - Sales & Logistics
Alacrity E-Commerce Solutions Pvt. Ltd.
01.2021 - 05.2026
- Trained employees on sales, logistics, carrier management, and customer communication to enhance operational effectiveness.
- Delivered comprehensive onboarding, process, and refresher training programs for US Freight Brokerage teams.
- Authored Standard Operating Procedures (SOPs), assessments, and job aids to streamline training processes.
- Coached employees and collaborated with operations to identify and implement performance enhancement strategies.
Quality Coach
Hexaware Technologies Pvt. Ltd.
01.2020 - 01.2021
- Executed quality audits for Background Verification process to ensure compliance with established standards.
- Conducted coaching sessions and facilitated calibration meetings to enhance quality improvement initiatives.
- Led quality assurance initiatives to enhance service delivery standards.
- Mentored team members on best practices for quality control processes.
- Conducted regular audits to ensure compliance with company policies.
Customer Care Representative
TTEC
Ahmedabad
01.2017 - 01.2018
- Delivered customer support via voice, chat, and email for global e-commerce platform, enhancing customer satisfaction.
- Resolved order, payment, and delivery issues while consistently meeting Service Level Agreement (SLA) targets, contributing to service reliability.
- Ahmedabad
Penetration Tester
National Security Database
01.2015 - 01.2016
- Conducted vulnerability assessments and executed security testing to identify and mitigate potential threats.
Graduate Engineer Trainee
Uttam Galva Steels
01.2015 - 12.2015
- Supported production processes and maintained quality documentation.
Industrial Trainee
MGIRI
Wardha
01.2015 - 12.2015
- Assisted with PCB design and contributed to technical projects.
- Wardha
Education
B.E. - Electronics & Telecommunication
Datta Meghe Institute of Engineering
Wardha, Maharashtra12th -
Bhavan's Lloyds Vidya Niketan
Wardha, Maharashtra10th -
Bhavan's Lloyds Vidya Niketan
Wardha, MaharashtraSkills
- Training Delivery
- Learning & Development
- Freight Brokerage
- Logistics
- Sales
- Quality Assurance
- SOP Development
- Coaching
- MS Excel
- PowerPoint
- Communication
- Quality auditing
- Process improvement
- Compliance monitoring
- Customer relationship management
- Data analysis
Timeline
Process Trainer - Sales & Logistics
Alacrity E-Commerce Solutions Pvt. Ltd.
01.2021 - 05.2026
Quality Coach
Hexaware Technologies Pvt. Ltd.
01.2020 - 01.2021
Customer Care Representative
TTEC
01.2017 - 01.2018
Penetration Tester
National Security Database
01.2015 - 01.2016
Graduate Engineer Trainee
Uttam Galva Steels
01.2015 - 12.2015
Industrial Trainee
MGIRI
01.2015 - 12.2015
B.E. - Electronics & Telecommunication
Datta Meghe Institute of Engineering
12th -
Bhavan's Lloyds Vidya Niketan
10th -
Bhavan's Lloyds Vidya Niketan