Sakshi Sahni
Chandigarh
Summary
Positively motivated and skilled individual seeking a good Opportunity where training and managing effective programs will improve employee performance and lead to mutual success and achievement as an organization as whole.
8+years of customer service experience working in Telecom, Travel and E-Commerce Industry with companies i.e. Intelenet Global, First Source, IGT solutions and Globiva Service. I have the honor to serve various major Telecom brands like Airtel (Prepaid and DTH), Vodaphone, JIO, Idea and travel industry MMT & Go-Ibibo (Post Sales and Ticketing) and Ecommerce with Snapdeal. I have worked with clients across the globe. Also, have good knowledge and training experience on GDS i.e. CRM, Galileo & Amadeus.
Overview
16
16
years of professional experience
Work History
Manager - Training and Quality
HDFC Bank
03.2023 - Current
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
- Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Preparing reports and presentation for monthly/quarterly reviews.
SR-Trainer
Globiva Services Pvt/ltd
12.2019 - 04.2020
- Providing process training for Snapdeal backend process.
- Creating workflows
- Creating Standard Operating Procedures
- Client Handling etc.
- Implementation of the quality parameters in Process
- Improving Customer Experience at Call Centre
- Creation and development of Training content
- Overall Improvement in Training Throughput
- Reduced Errors in OJT
- Improved C-SAT- Achieved C-SAT targets in OJT
- Better knowledge transfer to the production floor
- Publishing Training related reports- Knowledge Checks Compliance/Update acknowledgement reports/DIP Check reports/Scrubbing FCR Reports etc.
- Getting extra activities organized for the training batches
- Running Knowledge checks for the floor for ongoing development and training needs of the current staff
- Organizing Refresher Trainings basis TNI/TNA on the Quality Audits
- Assigning and driving the KRA’s for the team
- Driving Training Quality for 0 to 30 days tenure
- Meeting the glide path- AHT/C-SAT the main drivers of the accounts
- Driving Throughput and First Pass accuracy of the Training Batches- The main performance drivers for Training
- Random Audits / Dipcheck on floor
- Supporting the Team for any challenges or assistance required
- Keeping and dissemination of process updates
- To Facilitate training for the Trainers and other support staff
- Designing, creating and maintain Training Content
- Creating SOPs (Standard Operating Procedures)
- Sharing feedbacks for SBS/call monitoring-coaching/Feedbacks
- Handling OJT for NHT batches and driving nesting performance during certification
- BQ Refreshers
- Scrubbing the data for calls handled
- Random Audits
- Handling FCR
- Maintaining Training Inventory
- Organizing on-going training to existing employees including refresher trainings like GD Refreshers
- Customer Experience trainings Quality session
- Process Refreshers Introducing new updates
- Leading client calls and calibrations related to quality and process updates & upcoming Training requirements
SR-Trainer
Globiva Services Pvt/ltd
12.2019 - 04.2020
- Providing process training for Snapdeal backend process.
- Creating workflows
- Creating Standard Operating Procedures
- Client Handling etc.
- Implementation of the quality parameters in Process
- Improving Customer Experience at Call Centre
- Creation and development of Training content
- Overall Improvement in Training Throughput
- Reduced Errors in OJT
- Improved C-SAT- Achieved C-SAT targets in OJT
- Better knowledge transfer to the production floor
- Publishing Training related reports- Knowledge Checks Compliance/Update acknowledgement reports/DIP Check reports/Scrubbing FCR Reports etc.
- Getting extra activities organized for the training batches
- Running Knowledge checks for the floor for ongoing development and training needs of the current staff
- Organizing Refresher Trainings basis TNI/TNA on the Quality Audits
- Assigning and driving the KRA’s for the team
- Driving Training Quality for 0 to 30 days tenure
- Meeting the glide path- AHT/C-SAT the main drivers of the accounts
- Driving Throughput and First Pass accuracy of the Training Batches- The main performance drivers for Training
- Random Audits / Dipcheck on floor
- Supporting the Team for any challenges or assistance required
- Keeping and dissemination of process updates
- To Facilitate training for the Trainers and other support staff
- Designing, creating and maintain Training Content
- Creating SOPs (Standard Operating Procedures)
- Sharing feedbacks for SBS/call monitoring-coaching/Feedbacks
- Handling OJT for NHT batches and driving nesting performance during certification
- BQ Refreshers
- Scrubbing the data for calls handled
- Random Audits
- Handling FCR
- Maintaining Training Inventory
- Organizing on-going training to existing employees including refresher trainings like GD Refreshers
- Customer Experience trainings Quality session
- Process Refreshers Introducing new updates
- Leading client calls and calibrations related to quality and process updates & upcoming Training requirements
Team Leader-Training
IGT Solutions
01.2019 - 10.2019
- Managing Training for MMT & Go-Ibibo Process
- Identifying the future and current training needs- Publishing Training Calendar
- Actively manage, train, coach and motivate team members & other support staff
- Evaluate, meet and improve Training Effectiveness- Training Quality
- Conduct up skilling and certification for trainers and coaches
- Effective client and stake holder management
- Evaluate Trainers and provide feedback to improve performance and facilitation
- Proactive approach to highlight any potential road blocks and challenges
- Seek client’s/In house certification on each version of the Training Manual
- To work with Team to create a robust TNI/Refresher plan for all LOBs to improve agents’ on the floor
- Manage escalations with required inputs to client and feedback to the team (As required)
Team Leader-Training
IGT Solutions
01.2019 - 10.2019
- Managing Training for MMT & Go-Ibibo Process
- Identifying the future and current training needs- Publishing Training Calendar
- Actively manage, train, coach and motivate team members & other support staff
- Evaluate, meet and improve Training Effectiveness- Training Quality
- Conduct up skilling and certification for trainers and coaches
- Effective client and stake holder management
- Evaluate Trainers and provide feedback to improve performance and facilitation
- Proactive approach to highlight any potential road blocks and challenges
- Seek client’s/In house certification on each version of the Training Manual
- To work with Team to create a robust TNI/Refresher plan for all LOBs to improve agents’ on the floor
- Manage escalations with required inputs to client and feedback to the team (As required)
Process Trainer
Intelenet Global
10.2016 - 12.2018
- Handling JIO IB
Process Trainer
Competent synergies
09.2014 - 10.2016
- Handling Airtel DTH Inbound/Prospect (North &East)
Process Trainer
Serco BPO Services Ltd
04.2013 - 08.2014
- Handled - (VODAFONE Inbound (PB Prepaid)
Process Trainer
Spanco BPO Services Ltd
02.2012 - 04.2013
- Handled - (Idea Inbound (PB Prepaid, Retention for PB Prepaid)
CCE
First source PVT. Ltd
11.2009 - 01.2011
- Handled – (Airtel Inbound PB Prepaid)
Education
B.C.A. -
Guru Nanak dev University
01.2009
XIIth - undefined
Board of School Education Punjab
01.2006
Xth - undefined
Board of School Education Punjab
01.2004
Skills
- Telecom Tools and software
- GDS
- Amadeus
- Galileo
- Training
- E-commerce
Languages
English
Hindi
Punjabi
Self Profile
I hereby declare that all the information’s given above are true to the best of my knowledge and belief.
Personal Information
Date of Birth: 30th Nov, 1988
Timeline
Manager - Training and Quality
HDFC Bank
03.2023 - Current
SR-Trainer
Globiva Services Pvt/ltd
12.2019 - 04.2020
SR-Trainer
Globiva Services Pvt/ltd
12.2019 - 04.2020
Team Leader-Training
IGT Solutions
01.2019 - 10.2019
Team Leader-Training
IGT Solutions
01.2019 - 10.2019
Process Trainer
Intelenet Global
10.2016 - 12.2018
Process Trainer
Competent synergies
09.2014 - 10.2016
Process Trainer
Serco BPO Services Ltd
04.2013 - 08.2014
Process Trainer
Spanco BPO Services Ltd
02.2012 - 04.2013
CCE
First source PVT. Ltd
11.2009 - 01.2011
XIIth - undefined
Board of School Education Punjab
Xth - undefined
Board of School Education Punjab
B.C.A. -
Guru Nanak dev University
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