Summary
Overview
Work History
Education
Skills
Timeline
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Ruchi Thapa

Jaipur

Summary

  • Experienced in creating and leading training programs that help improve knowledge and work performance. Skilled in handling training for new employees and programs that focus on ongoing improvement.
  • Proven ability to improve training, work quality, efficiency and keeping a positive work environment.
  • Skilled in making training plans and schedules, creating reports and presentations, handling training needs analysis, training need identification, process knowledge test.
  • Conducted refresher training sessions, checked how effective they were to improve performance scores in different areas.
  • Skilled in handling training for new employees and programs to keep improving performance.
  • Possess in-depth knowledge of Product Training/ Process Training/ Coaching.
  • A trainer with good motivational skills who helps the team grow and perform their best to achieve great results.
  • Achieved consistent improvement in KPIs such as AHT, CSAT and Quality Scores.
  • Ensured the team met daily/weekly/monthly service level agreements.
  • Improved team morale through engagement and support.
  • Successfully handled a team including new joiners and underperformers.
  • Resolved customer or process escalations quickly and professionally.
  • Delivered refresher training and helped improve agent knowledge and confidence.
  • Ensured discipline in login hours and break management.
  • Received appreciation for team performance.

Overview

8
8
years of professional experience

Work History

Team Leader

Global Logic
12.2023 - Current
  • Manage a team of associates/agents and ensure achievement of KPIs (AHT, CSAT, Quality, etc.)
  • Monitor real-time performance and take corrective actions when needed
  • Conduct regular one-on-ones, coaching sessions, and team meetings
  • Handle escalations and support the team in resolving complex customer issues
  • Track attendance, productivity, and adherence to schedules
  • Motivate the team, recognize high performers, and drive engagement
  • Ensure compliance with process, client, and company policies
  • Support new joiners with process knowledge and floor transition

Learning Experience Leader (Sr. Process Trainer)

TaskUs
08.2021 - 08.2023


  • Design and deliver impactful training sessions
  • Create engaging learning content, modules, and materials with L&D Team
  • Conduct Training Needs Identification (TNI) and Training Needs Analysis (TNA)
  • Lead onboarding and new hire training programs
  • Coordinate with operations, HR, and leadership to align training with business goals
  • Monitor learning effectiveness through assessments, feedback, and KPIs
  • Mentor and coach team members and trainers to ensure high-quality delivery
  • Maintain training records, dashboards, and reports
  • Organize refresher trainings, PKTs, and continuous learning initiatives
  • Conducted Train the Trainers (TTT) programs
  • Assess and certify new trainers on content delivery, facilitation skills, and process knowledge
  • Provide feedback and support to trainers during live sessions and workshops
  • Collaborate with L&D, Quality, and Operations teams to ensure training excellence

Process Trainer

Teleperformance
09.2019 - 08.2021
  • Deliver new hire training, process refresher sessions, and upskilling programs
  • Create and update training materials
    Conduct Training Needs Analysis (TNA) and Training Needs Identification (TNI)
  • Evaluate trainee performance through assessments, quizzes, and role-plays
  • Provide floor support and coaching to improve real-time performance
  • Monitor and report training effectiveness using dashboards and feedback forms
  • Coordinate with operations, quality, and SMEs to align training with business needs
  • Stay updated on process changes, tools, and client expectations
  • Organize Process Knowledge Tests (PKTs) to assess knowledge retention

Subject Matter Expert

Teleperformance
09.2018 - 09.2019
  • Provide expert knowledge and process support to frontline agents or teams
  • Conduct floor support, side-by-side coaching, and huddles to resolve real-time queries
  • Assist in delivering training content for new hires and refresher sessions
  • Collaborate with Quality, Training, and Operations teams to address performance gaps
  • Monitor key metrics and help improve agent performance through regular feedback
  • Act as the go-to person for escalations or complex issues
  • Ensure compliance with client and company standards

Customer Care Executive

Teleperformance
08.2017 - 09.2018
  • Handle incoming customer calls, emails, or chats in a professional manner
  • Understand and resolve customer queries and complaints
  • Provide accurate information about products, services, or processes
  • Maintain a positive, empathetic, and professional attitude toward customers
  • Escalate unresolved issues to higher authorities when necessary
  • Keep records of customer interactions and transactions
  • Meet performance targets like response time, quality, and customer satisfaction scores
  • Stay updated with product knowledge and company policies

Education

BA - English Honors

Jaipur National University
Jaipur, India
08-2015

Skills

  • Auditing
  • Developing Training Materials
  • Good telephone etiquette Leadership
  • People Management
  • Organizing courses
  • Assessing training needs
  • Training facilitation
  • Leadership and Decision Making
  • Process and Product Knowledge
  • Time and Priority Management
  • Coaching and Development
  • Conflict Resolution
  • Adaptability and Stress Tolerance

Timeline

Team Leader

Global Logic
12.2023 - Current

Learning Experience Leader (Sr. Process Trainer)

TaskUs
08.2021 - 08.2023

Process Trainer

Teleperformance
09.2019 - 08.2021

Subject Matter Expert

Teleperformance
09.2018 - 09.2019

Customer Care Executive

Teleperformance
08.2017 - 09.2018

BA - English Honors

Jaipur National University

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