Rupa S

• Delivered 45+ training batches, ensuring consistent delivery and quality standards.
• Facilitated classroom and virtual sessions for over 300 employees, enhancing onboarding efficiency and decreasing ramp-up time by 20%.
• Facilitated TNI, TNA, and 5 Whys analysis
• Collaborated with management to create training materials aligned with company standards.
• Communicated with sales team to maintain firm grasp of training requirements.
• Evaluated training effectiveness through assessments and feedback, implementing necessary adjustments.
• Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
• Led MBR/WBR meetings, client calibrations, and DSMs to align training outcomes with organizational goals.
• Provided on-site support, refresher sessions, and additional guidance to reinforce learning.

Additional Lead Trainer Responsibilities:

• Designed and customized training modules aligned with organizational goals
• Mentored junior trainers, ensuring consistent delivery standards.
  Partnered with stakeholders to align training programs with performance metrics.
• Implemented Kirkpatrick evaluation methods to measure training effectiveness and ROI.
• Prepared dashboards and reports to present training outcomes to leadership.

• Trained new hires on multiple processes (Level 1, Level 2, Complaints, Mobiles, O2A).
• Facilitated cross-skilling and communication training to enhance team capabilities.
• Conducted PKT, TNI, and TNA sessions to address skill gaps and improve performance.
• Actively engaged in client calibration sessions and leadership meetings to review training quality.
• Achieved 92% accreditation in Train the Trainer (TTT) for process training.

Level 2 Technical Support Associate - Nov 2019 – Jan 2021.

• Handled escalated technical support inquiries, achieving a 95% resolution rate within SLA.
• Led Assisted Care and NBN Co cases.

Level 1 Technical Support Associate - Dec 2018 – Oct 2019.

• Provided foundational technical support, resolving 80% of customer issues on first contact.
• Consistently exceeded performance metrics, contributing to the team achieving top quartile results.