Continuous Learning: Proactive interest in attending workshops, seminars, or online courses related to leadership development or team management demonstrates commitment to self-improvement and skill enhancement
Priyamvada Sinha
Communication Trainer
Bengaluru
Summary
To secure a Team Leader position that leverages my extensive experience in training, operations, and team leadership to drive organizational success. Highly motivated and results-oriented professional with 9+ years of experience delivering engaging training programs, managing teams, and improving processes. Proven ability to:
- Develop and deliver impactful training programs that enhance customer satisfaction and team performance .
- Lead and mentor teams through transitions and complex projects.
- Implement effective solutions to optimize processes and drive continuous improvement.
- Foster a positive and productive work environment through strong communication and coaching skills.
Overview
9
9
years of professional experience
Work History
Technical Analyst (Communication Trainer)
Computacenter
08.2022 - Current
- Plan training calendar for DEC India and deliver pre-onboarding and communication training programs for DEC India and global teams.
- Create relevant and engaging training content.
- Develop and deliver training materials for CYOS global programs (FLA 3 & 2) and Campus to Corporate (India) training for new interns.
- Collaborate with the Global Training Team to ensure consistent delivery of training programs.
- Attending CYOS (Team Leader Pathways India) program.
- Received BRAVO for successfully delivering the Campus to Corporate Programme.
Communication Coach (Executive)
HCL
08.2021 - 07.2022
- Developed and delivered communication training programs, resulting in a 15% increase in customer satisfaction scores.
- Provided effective coaching and feedback, leading to an improvement in team performance metrics.
- Conducted soft skills training and audited calls, emails, and chats as per process requirements.
- Interviewed resources on soft skill parameters, customized training programs, and prepared reports to showcase improvement areas and progress.
Manager Exams Customer Services
British Council India
07.2015 - 04.2016
- Led a team of 12 members during centralization, optimizing efficiency and customer satisfaction.
- Managed team performance , implemented strategies to enhance service delivery, and ensured compliance with SLAs.
- Handled escalations, conducted audits, and provided constructive feedback to boost customer satisfaction and team performance.
- Managed all India Examinations Customer Services team during and after centralization within British Council Division (also known as BCMS), including performance analysis, improvement planning, and finance reconciliation.
Senior Customer Care Executive
British Council Division
11.2011 - 06.2015
- Provided exceptional customer service for various British Council services including Teaching Centre, Education UK, Library, and IELTS.
- Managed day-to-day operations, including registration for English language courses and UK examinations, error-free reconciliation, and revenue deposition.
- Led and mentored junior team members, efficiently handling escalations, digital queries, and updating information on British Council platforms.
Senior Customer Service Executive
Serco International BPO
10.2008 - 04.2011
- Educated customers on visa, passport, and other application procedures, while also interacting with applicants via telephone and email.
- Played a key role in training new team members, supervising Level 1 agents, auditing calls, and providing feedback, with achievements including preparing standard response templates and training new joiners on processes.
Induction Facilitator
DS Group
01.2007 - 06.2007
- Edited and managed the induction manual for DS Groups, overseeing induction procedures and issuing welcome notes to new joiners while addressing their needs and issues across all levels.
- Organized engaging activities and events for staff members from various departments, tailored to their interests and requirements, with an achievement of preparing the company's induction manual.
Education
B.Com - Commerce
Dr. Harisingh Gour University Sagar (MP)
MP 04.2001 -
Skills
Additional Information
Positive Qualities & Personal Skills:
- Hardworking, Punctual, Calm, Fast Learner, Adaptive, Patient, and Persuasive.
- Skilled in Debate, Dancing, Music, Traveling, and Reading.
- Completed Mountaineering and Adventure Course from The Himalayan Mountaineering Institute, Darjeeling.
Certifications and Trainings:
- Completed Technical training of 6 Months Advance Course in P.C Applications from NIIT.
- Attended Developing Managers program conducted by British Council Division Dubai.
- Attending CYOS Team Leader Pathways India training from Computacenter.
Interests
Timeline
Technical Analyst (Communication Trainer)
Computacenter
08.2022 - Current
Communication Coach (Executive)
HCL
08.2021 - 07.2022
Manager Exams Customer Services
British Council India
07.2015 - 04.2016
Senior Customer Care Executive
British Council Division
11.2011 - 06.2015
Senior Customer Service Executive
Serco International BPO
10.2008 - 04.2011
Induction Facilitator
DS Group
01.2007 - 06.2007
B.Com - Commerce
Dr. Harisingh Gour University Sagar (MP)
04.2001 -
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