Preeshma Palatty

(Promoted internally from CX Executive → SME → Trainer)

• Designed and delivered onboarding and continuous training for customer service, operations, and support teams across 5 functions: UCJ, CDC, Abandoned Cart, Lapser, and Clinic Support.
• Built and maintained training modules, PKTs, SOPs, job aids, and playbooks, ensuring process consistency across teams.
• Created and standardized email templates, chat frameworks, and call scripts, improving clarity, tone, and resolution quality across channels.
• Designed a structured email and chat handling process aligned with CX quality benchmarks.
• Conducted refresher sessions on product updates, process changes, and communication skills.
• Partnered with Quality, Process Excellence, Product, and Operations teams to identify skill gaps and deliver targeted training interventions.
• Monitored training effectiveness using assessments, QA insights, CSAT trends, feedback surveys, and performance metrics.
• Drove a customer-first mindset through workshops on empathy, communication, and structured problem-solving.
• Supported new product, tool, and process launches by creating and delivering enablement programs.
• Maintained a centralized training repository including SOPs, templates, attendance records, feedback, and trainee progress.
• Acted as a bridge between product, operations, and customer support teams, ensuring smooth knowledge transfer and faster adoption.

• Part of the CX hiring panel, supporting screening, interviews, and selection of customer support candidates.
• Contributed to interview frameworks and evaluation criteria aligned with role expectations and service standards.
• Enabled faster new-hire readiness by aligning hiring insights with onboarding training design.

Thunai – Call Auditing Application (CX Enablement Project)

• Core project contributor during the rollout of Thunai, a call auditing and quality monitoring tool.
• Supported process definition, training creation, and agent enablement for tool adoption.
• Conducted tool walkthroughs and troubleshooting sessions to ensure smooth transition on the floor.
• Partnered with Quality and Ops teams to align auditing workflows and feedback loops.

• Managed inbound call queues, real-time escalations, and floor support.
• Created rosters and staffing plans to meet SLAs and control abandonment.
• Built and maintained performance dashboards for productivity and quality tracking.
• Provided live coaching, call reviews, and resolution support to agents.

• Handled voice, email, and chat interactions while meeting CSAT and quality benchmarks.
• Followed SOPs while identifying recurring customer pain points.

• Worked in the semi-voice process for web cases, chat, outbound calls, and outbound mail.
• Handled food delivery operations and issue related to completing it.
• Coordinated with customers and food outlets at the ground level to help in completing the order.
• I was into the chat process and handled issues related to delivery, store delays, pickup orders, returns refund, membership issues etc.
• Supervised two teams together each consisting of 12 agents.
• The role involved handling attendance and providing live support.
• Teach and train team members on various customer service strategies.
• Communicate expectations, assignments, and responsibilities clearly and professionally.
• Undertake ongoing customer service work to better understand the demands, positives, and pain points of the job.
• Conducted regular training and coaching sessions, motivated team members, evaluated performances, and reported to management with day-to-day activity and progress.

• I worked as an English and basic IT trainer for a Government program Deen Dayal Upadhayaya-Grameen Kaushalya Yojana (DDU-GKY).
• Trained 6 batches of students studying in various Gov colleges in Shimoga district.