Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Reena Barot

Reena Barot

Mumbai

Summary

Dynamic training professional with a proven track record at Lodha Group, specializing in language training and soft skills development. Recognized for enhancing team performance and driving customer satisfaction through effective training programs. Adept at relationship building and needs assessment, fostering a culture of continuous improvement and excellence.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Associate Manager Customer/ Training

Lodha Group
06.2024 - Current
  • Design and deliver training programs for new hires and existing employees in Identify training needs, plan schedules, and create learning content.
  • Collaborate with Ops, Quality, and Hiring teams to improve training effectiveness.
  • Conduct TTT sessions, manage trainers/coaches, and evaluate training impact.
  • Handle vendor relationships and training logistics.
  • Plan refreshers on voice, soft skills, and customer service.

Senior Trainer

Concentrix
Mumbai
07.2023 - 03.2024
  • Ensure the successful execution of training needs.
  • Measure program training effectiveness.
  • Responsible for ongoing observations of direct reports, providing guidance, mentoring, and support that focus on the performance improvement of the candidate.
  • Send reports/MIS to the Operations team on the progress, pending status, and activities.
  • Review content at regular intervals to ensure that all updates are incorporated.
  • Participate in internal and external calibrations.
  • Conduct refresher training sessions based on TNI.

Senior Trainer

Delhivery
01.2022 - 10.2022
  • Company Overview: India's largest B2B & C2C logistic courier service provider
  • Teach proper etiquette, customer service skills, professional development, and cultural sensitivity.
  • Promote fluency and confidence and prepare for specific tests or exams.
  • Provide customized training programs tailored to help professionals improve their communication skills in the workplace, including how to write professional emails, make effective presentations, and communicate with colleagues and superiors.
  • India's largest B2B & C2C logistic courier service provider

Emma Academy
10.2019 - 01.2020
  • Company Overview: Edtech Company
  • Promote cultural sensitivity and awareness and teach individuals how to communicate effectively with people from different cultural backgrounds.
  • Edtech Company

Seven Square Academy
02.2013 - 03.2015
  • Company Overview: Learning and Development Centre for English Language (Curriculum UK/US)
  • Provide customized training programs tailored to meet the specific needs and goals of everyone, whether it's improving fluency, gaining confidence.
  • Learning and Development Centre for English Language (Curriculum UK/US)

Lead Credit Analyst

3 Global Services
09.2005 - 09.2011
  • Conduct in-depth credit analysis of clients and prospective borrowers to assess creditworthiness, analyze financial statements, and evaluate risk factors.
  • Lead a team of credit analysts and oversee their work, including providing guidance, training, and support to ensure high-quality output.
  • Develop and implement credit underwriting policies, procedures, and guidelines in accordance with industry best practices and regulatory requirements.
  • Monitor and manage a portfolio of loans and credit facilities to ensure compliance with credit policies, identify potential risks, and take appropriate actions to mitigate those risks.
  • Build and maintain strong relationships with clients, borrowers, and other stakeholders to ensure smooth credit transactions, resolve issues, and enhance the company's reputation.
  • Prepare and present reports on credit risk, portfolio performance, and other relevant metrics to senior management and other stakeholders to inform decision-making and strategy development.
  • Recognized multiple times by Glasgow for exceptional performance.
  • Promoted to the role of Credit Analyst.
  • Expertise in tracking fraudulent activities has assisted businesses in reducing payment defaults.
  • Developed and maintained strong client relationships, resulting in increased business volume and revenue growth.
  • Developed and delivered comprehensive training programs for credit analysts.
  • Implemented effective risk management strategies, resulting in reduced credit losses and improved portfolio performance.

Senior Customer Services

Wipro Spectra Mind
03.2003 - 08.2005
  • Led a team of 40 members, conducting comprehensive trainings to ensure a deep understanding of product and process knowledge, and ensuring team members were equipped with the necessary skills to perform their job effectively.
  • Conducted process and audit checks across the floor, analyzing data and generating detailed reports to keep superiors updated on performance and areas for improvement.
  • Participated in a SIX SIGMA project to evaluate customer satisfaction and identify areas of dissatisfaction through live monitoring and feedback to advisors, resulting in improvements to the customer experience.
  • Took the organization from a service organization to a sales organization with high visibility in the organization.
  • Manager of the Quarter for three consecutive quarters.
  • Contributed to the highest team's C-Sat score throughout.
  • Promoted to Subject Matter Expert for exceptional performance, handling queries, issues, escalations, and OJT.
  • Successfully implemented process improvements that increased customer satisfaction.
  • Trained and mentored team members, resulting in increased productivity and higher quality work.

Senior Order Taker in F&B (Food & Beverage)

Taj Lands’ End
03.2001 - 02.2003
  • Take orders accurately and efficiently, utilizing point of sale systems and other tools to ensure accuracy and speed of service.
  • Handle customer inquiries, complaints, and issues in a prompt and professional manner, ensuring that the problems are resolved.
  • Assist in training and mentoring new team members, ensuring that they are able to perform their job duties to the highest standards.
  • Consistently achieved high customer satisfaction ratings through accurate and efficient order-taking and professional handling of customer inquiries and issues.

Education

Bachelor of Arts -

Asian College of Teachers
Mumbai
01.2021

Diploma in Education -

Asian College of Teachers
Mumbai
01.2021

Diploma in International Teaching -

Asian College of Teachers
Mumbai
01.2021

TEFL - Teaching English as a secondary language

Asian College of Teachers
Mumbai
01.2021

TESOL - Teaching English as a foreign language

Asian College of Teachers
Mumbai
01.2021

Train the Trainer -

Asian College of Teachers
Mumbai
01.2021

TKT for young learners -

Cambridge University

Skills

  • Language training expertise
  • Soft skills development
  • Voice and accent coaching
  • Interpersonal skills
  • Problem-solving abilities
  • Relationship building
  • Account management
  • Client servicing
  • Cross-cultural competence
  • Analytical skills
  • Business acumen
  • Team management
  • Training facilitation
  • Needs assessment
  • Adaptability and flexibility

Certification

  • Diploma in Education, Asian College of Teachers, 2021
  • International Teaching Diploma, Asian College of Teachers, 2021
  • Teaching English as a Secondary Language (TEFL), 2021
  • Teaching English as a Foreign Language (TESOL), 2021
  • Train the Trainer, 2021
  • TKT for Young Learners, Cambridge University, 2021

Timeline

Associate Manager Customer/ Training

Lodha Group
06.2024 - Current

Senior Trainer

Concentrix
07.2023 - 03.2024

Senior Trainer

Delhivery
01.2022 - 10.2022

Emma Academy
10.2019 - 01.2020

Seven Square Academy
02.2013 - 03.2015

Lead Credit Analyst

3 Global Services
09.2005 - 09.2011

Senior Customer Services

Wipro Spectra Mind
03.2003 - 08.2005

Senior Order Taker in F&B (Food & Beverage)

Taj Lands’ End
03.2001 - 02.2003

Bachelor of Arts -

Asian College of Teachers

Diploma in Education -

Asian College of Teachers

Diploma in International Teaching -

Asian College of Teachers

TEFL - Teaching English as a secondary language

Asian College of Teachers

TESOL - Teaching English as a foreign language

Asian College of Teachers

Train the Trainer -

Asian College of Teachers

TKT for young learners -

Cambridge University

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