Summary
Overview
Work History
Education
Skills
Oil Canvas Painting
Timeline
Hi, I’m

Rita Srivastava Zaidi

Learning & Development Specialist
Pune
Rita Srivastava Zaidi

Summary

Versatile Learning and Development consultant with experience in overseeing training programs and projects for diverse organizations.

Qualified experiential educator. Excelling in Operations, Project and People Management. In my last assignment I managed three L&D transformation projects to enhance the training and operations teams’ productivity and performance with DHL, ICICI bank and Standard Chartered bank.

Ability to lead/collaborate with customers, employees, facilitators, stakeholders from different functions or companies.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

I have significant strengths in execution, collaboration and relationship-building, with a background in customer service, BPO, credit cards, banking and telecom.

Overview

23
years of professional experience
4
years of post-secondary education

Work History

L&D

Consultant
01.2022 - Current

Job overview

  • I have designed, delivered employee engagement programs for the business associates/franchisee owners as well as designed skill development & daily/monthly activity tool kits for the entire year for business owners & managers that is being currently used across 750+ stores in India
  • Created content for journals for leadership journey programs for a leading shipping company.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Analyzed problematic areas to provide recommendations and solutions.
  • Created and developed detailed work plans to meet business priorities and deadlines.

Paathshala Learning Solutions Pvt. Ltd.
Pune

Manager
06.2019 - 11.2020

Job overview

  • Examined and revamped a top international bank's contact center training processes and curriculum.
  • I led the storyboarding, content development and project management for the project that led to an increase in the bank's Net Promoter Score and First Call Resolution across India, UAE and Singapore.
  • I was a part of the team leading an India-wide cultural transformation for this international bank's contact center, where I helped with quality assurance.
  • Augmented & streamlined a top Indian private bank's new hire training curriculum and facilitated Train The Trainer workshops for their trainers . Also sat through the trainer's workshops to observe and offer development feedback where necessary. Our project led to a 40% increase in knowledge retention of trainees and meeting the desired efficiencies.
  • Single handedly did a deep dive analysis of the customer service processes for the contact centre of a top logistics company that led to designing, executing, implementing & delivering a solution which raised their C-SAT.
  • Responsible for end-to-end project planning, managing tasks, project documentation, quality control, resource management, content creation, TTT programs, building and maintaining strong client relationships for all three projects.


Forbes Marshall

Consultant - L&D
12.2016 - 02.2017

Job overview

  • Managed small to medium L&D projects
  • Ran a mid-management project to improve the effectiveness of Individual Development Plans
  • Created a ready-reckoner to smoothen work for new hires in the department (included the necessary information they would need like call scripts, call logs etc.)
  • Conceptualized and executed an organization-wide case-study competition on business success and failure
  • Facilitated continued learning opportunities for the staff at Forbes Marshall through an Education Fair
  • Organized training programs for department and country heads


EXL Service (I) Pvt. Ltd
Pune

Assistant Manager
06.2006 - 04.2008

Job overview

  • Led a team of 30 associates and ensured their performance, engagement and development
  • Increased employee performance and job satisfaction to strengthen retention and engagement, this was recognised through the Retention Champion award for ensuring zero attrition, the Best Team Manager award for 2007-2008 and through a score of 92% on the CSMM-Customer Satisfaction Management & Measurement Survey.
  • Decreased Average Processing Time by 20% and ensured quality scores always stayed 10% above the floor average
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Trained associates in exercises focused on developing key skills.
  • Compassion and Relationships have always been my biggest strengths and reflect very well in my work


Intelenet Global Services Ltd, TCS & HDFC JV
Mumbai

Team Leader
12.2002 - 12.2004

Job overview

  • Oversaw performance of 15 associates to improve workforce productivity & increase quality of work by consistently monitoring, evaluating & coaching using the agent development plan
  • Increased quality standards by being part of Joint monitoring sessions, Internal calibration & Gage RnR
  • The focused approach on customer centricity resulted in my team winning best in quality consistently.

GE Capital International Services
Hyderabad

Process Associate
04.2001 - 06.2002

Job overview

  • Was part of the customer service team for GE appliances.
  • Identified and resolved process issues to drive optimal workflow and business growth.
  • Responsible for sharing and implementing “Best Practices” within the team.
  • Was collecting data for the Manager’s Green Belt Project to reduce Parts Query Calls.
  • Won the Best Team Award across GECIS (Call Centre) for the month of May’02 for excelling in all the parameters and demonstration of GE Values.
  • Awarded for maintaining critical quality standards consistency.
  • Excelled in Q4A (Overall Customer Satisfaction) consecutively.

Bharti Mobile Limited Airtel Connect, DSA
Visakhapatnam

Customer Care Executive
07.2000 - 03.2001

Job overview

  • Was part of the initial team that launched the company successfully as the best service provider in the assigned territory.
  • Helped large volume of customers every day with products or services with positive attitude and focus on customer satisfaction.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Oversaw hiring, orienting and training of customer care staff to facilitate capable workforce.
  • Received numerous Customer appreciations in the shop premises.
  • Won Outstanding Performer for the first quarter of 2001 and Promoted as Sr. Customer Care Executive within 4 months.

Education

Coursera
India

Google Project Management Professional Certificate from Project Management
01.2023 - Current

University Overview

Completed the foundations of Project management, Project Initiation, Project planning & Project execution.

Kaveri College
Pune, India

Diploma in Experiential Education & Practise from Experiential Education and Practice
07.2017 - 03.2018

University Overview

Andhra University
Visakhapatnam, India

Bachelor of Arts
06.1997 - 04.2000

University Overview

Skills

Exceptional Organizational Skillsundefined

Oil Canvas Painting

Oil Canvas Painting

In my spare time I like to paint as it helps to relax and gives me the opportunity to indulge in my visual intelligence.

Timeline

Coursera
Google Project Management Professional Certificate from Project Management
01.2023 - Current
Consultant
L&D
01.2022 - Current
Manager
Paathshala Learning Solutions Pvt. Ltd.
06.2019 - 11.2020
Kaveri College
Diploma in Experiential Education & Practise from Experiential Education and Practice
07.2017 - 03.2018
Consultant - L&D
Forbes Marshall
12.2016 - 02.2017
Assistant Manager
EXL Service (I) Pvt. Ltd
06.2006 - 04.2008
Team Leader
Intelenet Global Services Ltd, TCS & HDFC JV
12.2002 - 12.2004
Process Associate
GE Capital International Services
04.2001 - 06.2002
Customer Care Executive
Bharti Mobile Limited Airtel Connect, DSA
07.2000 - 03.2001
Andhra University
Bachelor of Arts
06.1997 - 04.2000
Rita Srivastava ZaidiLearning & Development Specialist