Riya Priyadarshi
Gurugram
Summary
Dynamic Process Trainer with a proven track record at Teleperformance, specializing in training development and quality management. Excelled in creating impactful training materials and improving Csat-Dsat scores by aligning programs with organizational goals. Skilled in data analysis and mentoring, demonstrating strong communication and organizational abilities.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Process Trainer
Teleperformance
Gurugram
05.2023 - Current
- Managed end-to-end sales, customer account management, and pre- and post-sales queries, training, and quality seamlessly.
- Consulted with customers for their billing-related queries via mail or outbound call.
- Responsible for maintaining the Csat-Dsat score for the new hires, nesting, and 0-30 days performance.
- Designed and developed training and quality programs that align with organizational goals and address and identify training needs.
- Creating training materials, modules, TNI reports, NPS reports.
- Deliver training content effectively to trainers, using a variety of instructional techniques and methods to engage participants, and facilitate learning.
- Assess the effectiveness of training programs.
- Measuring participant performance, gathering feedback, and conducting evaluations.
- Knowledge Management System (KMS), including content creation/uploading, user management.
- Trained the trainers on Vyond.
Specialist - Training and Quality
Radical Minds pvt ltd.
Gurugram
11.2021 - 11.2022
- Establishing and revising training, quality procedures, standards, and specifications.
- Creation of the RC analysis using the 5 Whys technique.
- Share the RCA learnings.
- Creation of Process and Product SOPs with standard training and quality guidelines.
- Conducting feedback sessions and cross-training.
CS Representative/ Soft Skill and Product Trainer
Jindal X
08.2018 - 09.2021
- Resolved live chat queries while maintaining CSAT and AHT.
- Identifying and assessing future and current training needs.
- Resolved live chat: identifying and assessing future and current training needs.
- Maintaining document control for all training-related documents.
- Achieve mandated hours of refresher training, and gauge the efficacy.
- Design and conceptualize curriculum for all products and associated processes, including trainer guides, training videos or audio, participant materials, and evaluation systems.
- Closely worked with the client to fulfil customer needs
- Preparing C-Sat (OJT) and 0-30 days performance
- Running Quartile Management and Outlier Management
Education
M.com -
Ranchi University
Ranchi06.2024
B.COM -
Ranchi University
Ranchi06.2020
High School Diploma -
Ursuline Inter College
Ranchi06.2017
Skills
- Handling L1 and L2 customer escalation
- Account Management
- Staff training and development
- Online sales strategy
- Salesforce proficiency
- Customer segmentation
- Feedback analysis
- Training delivery
- Process documentation
- Employee engagement
- Pricing strategy
- Public speaking and presentations
- CRM software expertise
Certification
- Yellow Belt Six sigma, 02/01/24
- Learning and Development - Udemy, 10/01/24
Accomplishments
Superstar award, 10/01/22, Won for constantly performing above expectations and achieving the company targets in training and quality. (Radical Minds pvt ltd.)
Languages
- English
- Hindi
Timeline
Process Trainer
Teleperformance
05.2023 - Current
Specialist - Training and Quality
Radical Minds pvt ltd.
11.2021 - 11.2022
CS Representative/ Soft Skill and Product Trainer
Jindal X
08.2018 - 09.2021
M.com -
Ranchi University
B.COM -
Ranchi University
High School Diploma -
Ursuline Inter College
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