Summary
Overview
Work History
Education
Skills
Timeline
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Rozy Garji

Senior Trainer
Mumbai

Summary

Results-driven Training Specialist with four years of experience in planning and executing onsite and remote training programs. Recognized for a motivational approach and a positive attitude that fosters an engaging learning environment. Expertise in multitasking, conflict resolution, and conducting post-training audits, complemented by the ability to deliver tailored learning plans that meet diverse needs. Proven track record in driving cross-functional collaboration, enhancing operational excellence, and facilitating upskill initiatives, alongside a commitment to exceptional leadership and continuous professional development.

Overview

18
18
years of professional experience

Work History

Sr. Trainer

Tech Mahindra Ltd
04.2024 - 08.2025
  • Communicating with learning managers and stakeholders to discuss and finalize project plans, content framework, and project deliverables
  • Upskilling junior trainers, fostering professional growth, and enhancing overall team capabilities
  • Training new team members on scripts, company services, and collection strategies
  • Upskilling live phase advisors to support Three UK customers on device finance agreements and SIM card contracts, post understanding customers' needs and vulnerabilities, by strictly adhering to compliance requirements
  • Delivered vulnerability framework to improve conversational skills by demonstrating empathy and awareness of the customer's predicament

Learning Expert & Process Trainer

Tech Mahindra Ltd
12.2021 - 08.2024
  • Enthusiastic training professional successful at developing training plans and supplementary materials to help trainees excel
  • Works under strict deadlines and makes independent judgments about effectiveness of training
  • Comfortable with remote training technologies
  • Conducted classroom training on knowledge, skills and behaviour for advisors, Team coaches and Team Leaders in NHT and live phase to ensure clear understanding of their deliverables
  • Managed tracking and reporting on training progress
  • Customer-focused professional with experience in training advisors on customer-service best practices and basic phone troubleshooting to resolve technical issues. Adept at improving service efficiency and ensuring positive client experiences
  • Facilitator for workshops and training sessions for organizational development. Facilitated Neuro linguistic Programming session to achieve overall customer confidence
  • Conducted Customer Confidence Framework training to enhance client relationship and increase customer satisfaction
  • Trained services as well as commercials (sales and retention) team to deliver best customer experience through CCF framework lo reduce escalations and build long term customer trust

Credit Referrals and Collections

Tech Mahindra Ltd
09.2012 - 11.2021
  • Amending and updating customers credit file to correct error status
  • Evaluate borrower's past finances and credit history to determine their financial health and their ability to repay
  • Gather different financial information from a customer, such as earnings and past repayment history to assess their ability to honour financial obligations
  • Handling inbound and automated outbound calls to share charges on past due invoices
  • Negotiate to collect balance in full, partial payment and to offer payment arrangements

Secretarial Assistant

Livia Pvt Ltd
06.2011 - 03.2012
  • Received and sorted incoming mail and packages to record, dispatch, distribute to correct recipient and scheduled appointments
  • Executed record filing system to improve document organization and management

Customer Service Associate

Zenta Pvt Ltd
04.2007 - 12.2010
  • Outcalled to collect past due invoices, verify accuracy of charges and correct account errors
  • Reviewed files to select delinquent accounts for collection efforts
  • Negotiated to collect balance in full



Education

S.S.C -

Our Lady of Health High School
Mumbai

Bachelor of Commerce - Commerce

University of Mumbai
Mumbai

H.S.C - Commerce

Shri Chinai College of Commerce
Mumbai

Skills

  • Public Speaking
  • Training facilitator
  • Organizational Development training
  • Train-the-Trainer
  • Effective communication enhancement
  • Communication skills development
  • Certified NLP Practitioner, 2025

Timeline

Sr. Trainer

Tech Mahindra Ltd
04.2024 - 08.2025

Learning Expert & Process Trainer

Tech Mahindra Ltd
12.2021 - 08.2024

Credit Referrals and Collections

Tech Mahindra Ltd
09.2012 - 11.2021

Secretarial Assistant

Livia Pvt Ltd
06.2011 - 03.2012

Customer Service Associate

Zenta Pvt Ltd
04.2007 - 12.2010

S.S.C -

Our Lady of Health High School

Bachelor of Commerce - Commerce

University of Mumbai

H.S.C - Commerce

Shri Chinai College of Commerce

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Rozy GarjiSenior Trainer