Riya Koiri
Bengaluru
Summary
Dynamic Customer Success Trainer with 4+ years of experience in training facilitation, customer support, and process enablement. Skilled in new hire onboarding, upskilling programs, and mentorship for internal teams and outsourcing partners. Adept at delivering engaging, interactive training sessions (virtual & in-person) and implementing learning strategies to drive efficiency. Passionate about learner experience, cross-functional collaboration, and customer success.
Overview
4
4
years of professional experience
Work History
Process Trainer
Canada life
Bengaluru
03.2024 - Current
- Coordinated recruitment and placement of training program participants.
- Recommended measures aimed at improving efficiency within existing processes while minimizing costs.
- Monitored trainee progress throughout the course of their program and provided additional support as needed.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
- Analyzed existing processes and developed plans for improvement based on best practices.
- Negotiated contracts with clients for desired training outcomes, fees or expenses.
- Researched industry trends in order to stay abreast of changes in relevant processes that may impact operations.
- Provided feedback to supervisors regarding employee performance in relation to the processes being trained.
- Collaborated with other departments to develop effective integration strategies between different processes.
- Developed and implemented training programs for new process employees.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
Language Specialist
Devnagari LTD
Delhi
06.2022 - 06.2023
- Led training sessions on translation tools and workflows for new hires.
- Provided real-time coaching to improve efficiency and accuracy in language support.
- Assisted in the development of learning materials to support knowledge enhancement.
- Ensured cultural and linguistic accuracy in translations for global audiences.
Copywriter
Indrive
Kolkata
03.2021 - 05.2022
- Created training materials and content strategies to improve customer engagement.
- Collaborated with marketing teams to deliver interactive learning resources.
- Developed customer-focused copy to enhance brand communication.
Education
Bachelor of Arts - Journalism And Mass Communication
Acharya Prafulla Chandra Colleage
Kolkata08-2023
Skills
- Training & Facilitation – New Hire Onboarding, Upskilling Programs, Interactive Learning
- Customer Success & Client Management – Handling inquiries, Problem Resolution, Service Enhancement
- Instructional Design & Content Development – Learning Materials, Process Documentation, Copywriting
- Communication & Interpersonal Skills – Engaging Facilitation, Coaching, Stakeholder Collaboration
- Process & Quality Improvement – Workflow Optimization, QA Standards, Service Efficiency
- Technical Tools & Platforms – LMS, Zoom, Microsoft Office Suite, Engagement Tools
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Timeline
Process Trainer
Canada life
03.2024 - Current
Language Specialist
Devnagari LTD
06.2022 - 06.2023
Copywriter
Indrive
03.2021 - 05.2022
Bachelor of Arts - Journalism And Mass Communication
Acharya Prafulla Chandra Colleage
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