RASHMI GUPTA
Bangalore
Summary
Dynamic Process Trainer at Flipkart with a proven track record in employee training and customer retention strategies. Expert in identifying skill gaps and customizing programs, enhancing performance by 10%. Adept at building relationships and fostering teamwork, ensuring high standards of service and operational excellence.
Overview
5
5
years of professional experience
Work History
Process Trainer
Flipkart- Learning And Development
BANGALORE
10.2022 - Current
- Conduct end-to-end process training sessions for new hires and existing employees, and deliver engaging, interactive training on processes, policies, and tools.
- Expertise in creating and conducting detailed PKT sessions to align teams with process, policies, and SOPs.
- Proficient in identifying skill gaps through TNI, and customizing training programs to enhance employee performance.
- Use real-life scenarios and case studies to explain complex processes, and provide refresher training to ensure consistent process adherence.
Identify skill gaps, recommend additional training or support, and monitor post-training performance. - Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person, and blended learning sessions.
- Worked with stakeholders to customize courseware to accommodate business needs.
Subject Matter Expert
Flipkart- Grievance Team
Bangalore
02.2022 - 10.2022
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held weekly team meetings to inform team members on company news and updates.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
Escalation Specialist
FLIPKART CEO ESCALATIONS TEAM
BANGALORE
07.2021 - 06.2022
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved over 40+ tickets per day to keep queue cleared.
- Verified work of personnel by checking receiving activities and backing up each facing difficult situations.
- Increased customer satisfaction ratings 10% by effectively managing CRM.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Improved product knowledge on continuous basis to provide optimal service and achieve matrix scores.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Strengthened customer retention by offering best possible resolutions.
- Recommended improvements to management to prevent future problems.
Experienced Property Manager
HELLOWORLD TECHNOLOGIES PVT LTD
06.2020 - 06.2021
- To ensure high NPS, right customer experience, high occupancy level in the property
- Identifying and targeting areas in which business can reduce cost and increase efficiencies
- Taking everyday bookings, move ins, move outs
- Maintenance of property rentals, filling vacancies, negotiating and enforcing leases
- Handling all the documents and complaints of the tenants
- Collecting rent and other property fees from tenants
- Reporting the property's financial status, occupancy and expiring leases to property owners
- Arranging contracts for maintenance, trash removal, landscaping, security and other ongoing services and managing disputes with these service providers where appropriate
- Investigating and resolving property complaints and rental violations
- Guiding housekeeping team.
FRONT OFFICE/ HOUSEKEEPING/ FOOD AND BEVERAGE/ HUMAN RESOURCE
BENGALURU MARRIOTT WHITEFIELD
- Making of amenity
- Organized recreational activities for the guests
- Assisted guests with their luggage voucher
- Handled guests’ requests and concerns
- Assisted HK team in cleaning the guest’s room, public area
- Trained in Laundry
- Fulfilled complete table service duties including taking food orders, placing orders, running orders to tables, and cleaning and setting tables
- Updating registration card and making C Form
Education
MBA - Human Resources Management
NMIMS
BangaloreBA - Hotel Management
University Of West London
UKBachelor of tourism studies -
IGNOU
Diploma - Hotel Management
International Institute Of Hotel Management
Skills
- Relationship building
- Teamwork and collaboration
- Building customer trust and loyalty
- Creative Problem-Solving
- Customer retention strategies
- Employee training
- Public speaking
- Decision-Making
- Soft Skills
- Process expertise
Languages
Hindi
First Language
English
Proficient (C2)
C2
Accomplishments
- Mission Impossible Award
Timeline
Process Trainer
Flipkart- Learning And Development
10.2022 - Current
Subject Matter Expert
Flipkart- Grievance Team
02.2022 - 10.2022
Escalation Specialist
FLIPKART CEO ESCALATIONS TEAM
07.2021 - 06.2022
Experienced Property Manager
HELLOWORLD TECHNOLOGIES PVT LTD
06.2020 - 06.2021
FRONT OFFICE/ HOUSEKEEPING/ FOOD AND BEVERAGE/ HUMAN RESOURCE
BENGALURU MARRIOTT WHITEFIELD
MBA - Human Resources Management
NMIMS
BA - Hotel Management
University Of West London
Bachelor of tourism studies -
IGNOU
Diploma - Hotel Management
International Institute Of Hotel Management
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