Renu Singh
Learning And Development Lead
Bengaluru
Summary
Forward-thinking Operations Specialist bringing 13+ years of expertise Training for IT sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Sr. Training Operations
CloudThat Technologies
Bangalore
02.2021 - Current
- Vendor Management: Onboard Freelancer for the training business requirements. Partner with other vendor to manage the business needs. Maintain the relationship and closely monitor the feedback. Responsible for complete end to end hiring and delivery.
- Training Projects Delivery: End to end training project delivery, Reports, Handle Escalation, Feedback Management.
- Trainer Management: Oversee the scheduling of trainers/facilitators and logistics for training program. Collaborate with BD & Tech Team to manage & deploy trainers and facilitators for scheduled training.
- Client Success Management: Perform client management and liaise with participants and corporate organizations (both locally and overseas) for planning and delivery of training programs. Also includes conducting After Action Review (AAR) meetings to collect feedback from clients.
- Vendor Management: Onboard Freelancer for the training business requirements. Partner with other vendor to manage the business needs.
- Training Projects Delivery: End to end training project delivery, Reports, Handle Escalation, Feedback Management. Trainer Management: Oversee the scheduling of trainers/facilitators and logistics for training program.
- Client Success Management: Perform client management and liaise with participants and corporate organizations (both locally and overseas) for planning and delivery of training programs.
- Skills: Strategy · Vendor Management · Customer Experience · Strategic Leadership · Performance Management · Training & Development · Project Management
Sales Manager ( Academic Counselor)
WhiteHat Jr
Bangalore
10.2020 - 02.2021
- Initiating phone conversations with parents who complete the demo classes for their kids.
- Intensely following up with the prospects and closing the sales within the sales cycle.
- Diligently communicating and priming the lead through channels like email, whatsapp, SMS, calls.
- Achieving the weekly targets in a high pressure performance driven competitive environment.
- Monitoring self-performance at all times while also contributing to the team performance, keeping track of factors like conversion factor, Average revenue generated per lead, Average revenue per sale, etc.
- Initiating phone conversations with parents who complete the demo classes for their kids. Intensely following up with the prospects and closing the sales within the sales cycle. Diligently communicating and priming the lead through channels like email, whatsapp, SMS, calls. Achieving the weekly targets in a high pressure performance driven competitive environment. Monitoring self-performance at all times while also contributing to the team performance, keeping track of factors like conversion factor, Average revenue generated per lead, Average revenue per sale, etc.
- Skills: Direct Sales · Business Development · Customer Experience · Project Management
Process & Comm Trn Sr. Analyst
NTT DATA
Bengaluru
08.2017 - 10.2020
- Process Improvement: Identify opportunities for process optimization and streamlining within the organization.
- Documentation and Standardization: Develop and maintain clear and comprehensive documentation of processes, procedures, and workflows.
- Communication Strategies: Develop and implement effective communication strategies to facilitate smooth and efficient information flow within the organization.
- Training and Development: Develop training materials and conduct training sessions to educate employees on new processes, procedures, and systems.
- Stakeholder Engagement: Collaborate with cross-functional teams, departments, and external partners to gather input, share information, and address process-related issues.
Associate Trainer
Converges
NCR
03.2016 - 08.2017
- Training Delivery: Deliver training sessions to employees or participants based on the identified training needs.
- Content Development: Assist in the development and customization of training materials, including participant guides, facilitator guides, presentations, e-learning modules, and job aids.
- Training Administration: Assist in organizing and coordinating training logistics, such as scheduling training sessions, booking training venues.
- Training Evaluation: Participate in the evaluation of training effectiveness by gathering feedback from participants and stakeholders.
Quality Evaluator
Converges
NCR
05.2014 - 03.2016
- Call Monitoring and Evaluation: Listen to recorded or live customer calls and evaluate them based on predefined quality criteria.
- Quality Assurance Standards: Understand and apply the organization's quality assurance standards and guidelines to evaluate customer interactions.
- Performance Metrics Analysis: Analyze and interpret data from call monitoring evaluations and other quality assurance measures to identify trends, patterns, and areas for improvement.
- Coaching and Training: Provide feedback and coaching to agents and supervisors based on evaluation results to help them improve their performance.
- Process Improvement: Identify opportunities for process improvement and share suggestions with management.
Production Technician
Almac Group
Belfast
06.2012 - 02.2013
- Responsible for reagent manufacturing activities in production operation.
- Meet regulatory requirements and follow policies and procedures Recommends and assists in the implementation of changes to policies and procedures as appropriate
Telephone Banking Advisor
Helifax
Belfast
06.2011 - 06.2012
- Handling of inbound calls received from customers enquiring on their account, product or process related information.
- Strive to consistently meet Customer Satisfaction Parameters and meet the defined service standards.
- Consistently demonstrate customer focus while addressing customer, queries and satisfactorily resolve queries and complaints received from customers.
- Revenue generation through cross selling of the Banks products identified for cross-sell.
- Cross-selling of all products
Call Center Representative
FirstSource
Belfast
06.2010 - 05.2011
- Answer incoming calls and respond to customer’s emails Management and resolve customer complaints Sell products and place customer orders in the computer system Identify and escalate issues to supervisors.
- Provide product and service information to customers Research required information using available resources Research, identify, and resolve customer complaints using applicable software Process orders, forms, and application.
- Route calls to appropriate resources Document all call information according to standard operating procedures Recognize, document, and alert the management team of trends in customer calls Follow up customer calls where necessary
- Upsell products and services Complete call logs and reports
Education
No Degree - Business
Stanford University Graduate School of Business
Online 04.2001 -
Master of Science - Biotechnology
Queen's University Belfast
Belfast 09.2009 - 09.2010
Bachelor of Science - Biology
Lucknow University
India 06.2007 - 07.2009
Skills
Training and coaching
Process Management
Strategic Thinking
Vendor Managemenet
Data Analysis
LMS Management
Time Management
Timeline
Sr. Training Operations
CloudThat Technologies
02.2021 - Current
Sales Manager ( Academic Counselor)
WhiteHat Jr
10.2020 - 02.2021
Process & Comm Trn Sr. Analyst
NTT DATA
08.2017 - 10.2020
Associate Trainer
Converges
03.2016 - 08.2017
Quality Evaluator
Converges
05.2014 - 03.2016
Production Technician
Almac Group
06.2012 - 02.2013
Telephone Banking Advisor
Helifax
06.2011 - 06.2012
Call Center Representative
FirstSource
06.2010 - 05.2011
Master of Science - Biotechnology
Queen's University Belfast
09.2009 - 09.2010
Bachelor of Science - Biology
Lucknow University
06.2007 - 07.2009
No Degree - Business
Stanford University Graduate School of Business
04.2001 -