Sapna Dua

• Currently working for the Global Onboarding Team (Agile Mode) and providing support to Accelerator countries via the Countdown to Accenture initiative with a focus to improve pre-joiner and new joiner experience.
• Highly involved with the PMO for preparing various countries within the MU's - GM, NA and Europe to deploy Workday for pre-joiners as the starting point.
• India and Europe SME for all matters Onboarding; providing white-glove service for issues and implementing all changes to Workday, including Global Legal and Compliance related tasks.
• Participating and extensively performing UATs to ensure deployment is as expected before go-live, post go-live support, conducting Workday tool demos and ensuring relevant job-aids are updated for Recruiting / Onboarding contacts.
• Developing weekly Global Scorecard with Onboarding Status Summary projections.
• Reporting Countdown to Accenture metrics - for example: Adoption Rate, Candidate Performance, System Performance, Offer Accepts (country-wise), E-docs submission count etc
• Devised a country-wise repository to be maintained from a legal / GDPR stand-point with all Workday relevant tasks applicable ensuring relevance and uniformity.
• Created and maintaining the Global Onboarding site - ensuring it remains relevant and informative for candidates seeking to join organization globally.
• Global Inclusion and Diversity activities as part of the People Experience Team, covering topics such as, Topics that make you feel excluded, Inclusive meeting habits, and Why does Inclusion matter.

• With IPS-Workday, I supported Process Improvements, Business Analysis and Project Management for various programs for Professional Development - example: Orals, Communication and Effective Presentation Skills, Talent and Performance etc.
• Program Manager for all Accenture-led Workday trainings - coordinating with session planners, faculty, and participants to ensure smooth delivery.
• Create and share course and learner feedback using Accenture-approved tools, with business stakeholders.
• Collaborate with Subject Matter Experts for existing and new course development.
• Monitoring quality and effectiveness of the learning environment and outcomes, including classroom, courseware/curriculum, and instructor readiness, and prepare internal faculty members to conduct sessions.
• Assisted in developing a learning plan that aligned with long-term company goals.
• Created and managed learning project plans, timelines and budgets.

• Supported Accenture Microsoft Business Group - providing learning solutions, planning support to clients in the Learning and Leadership Development group.
• Developed a deep understanding of the client's operating environment and business strategy, organization, learning approach, curricula employed and learning vendors.
• Managed the relationship with learning partners and stakeholders from North America, Europe and Asia Pacific for planning training target for a fiscal year, improving certification rate, and designing new learning paths for Business Applications, Digital Manufacturing and Sustainability.
• Created a certification bundle learning path for Azure Administrator - AZ-900 and AI Engineer course.
• Content Curation, working closely with the Virtual Learning Delivery Team for Cloud Accelerator programs.
• Global Inclusion and Diversity activities as part of the People Experience Team, covering topics such as Gender, Neurodiversity, Cultural Differences, highlighting special days per month and opening the conversation at different levels of the company.

• Organized a successful launch of of Consumer 24 Event for Consumer Goods & Services in close collaboration with L&TD Managers, MDs and CALs within Accenture. The event covered close to 11k members from the CG&S Industry in Accenture.
• Involved in content creation for ‘Durable Learning’ – Concept inspired by author Peter C Brown’s book – ‘Make it Stick’ – an innovative way to become productive learners
• Improved team collaboration by initiating regular strategy meetings.
• Involved in Networking and Collaboration activities for CG&S – making way for new methods of learning by sharing.
• Coordinated the strategic planning, design, development, deployment, and evaluation of certain learning programs for our global consulting/staff personnel, including functional/specialty skill building, as well as induction, communication, and leadership development programs.

• Involved in Product Training activities and assessments to assess new hires on communication. Projects worked on: Google Play and Hardware and Pilot - Google Play.
• Responsible for certifying Vendor trainers empaneled with Accenture.
• Championed diversity and inclusion initiatives within training content, fostering a more inclusive workplace culture that values different perspectives and experiences.
• Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.
• Collaborated with management to identify specific employee development needs and tailor training materials accordingly.
• Oversaw day-to-day functions of training department.
• Recruited, trained and mentored new soft-skills and product trainers.
• Partnered with instructors to consistently increase per training batch pass rate.
• Hired, trained and oriented 15 new instructors for long-term success.

• Conducting communication interviews for different businesses like DoubleClick for Publishers, DoubleClick for Advertisers, YouTube etc.
• Supporting DoubleClick for Publishers (DFP) end-to-end for communication support via email audits.
• Conducting refresher and new-hire training basis knowledge gaps identified for analysts.
• Designed a communication report for DFP to track analyst's performance.
• Created desk drops for DFP as a ready reckoner for effective email writing.
• Working closing with Google Training Manager to certify trainers on new products.
• Continuous calibration sessions & chat clinics with internal and external stakeholders for process and communication improvement.
• Oversaw day-to-day functions of training department.
• Evaluated training needs to improve training quality.

• Collaborated with stakeholders to identify training requirements, ensuring alignment with business objectives.
• Managed multiple projects simultaneously, prioritizing tasks and meeting strict deadlines without sacrificing quality or attention to detail.
• Created engaging learning materials and resources, fostering an environment conducive to skill development and growth.
• Established strong relationships with clients through clear communication, active listening, and timely responsiveness to inquiries or concerns.
• Handled the Call Handling Exit support project for operations where a team of 30 advisors were identified basis the TQ, MQ, and BQ and their performance to improve their overall Customer Satisfaction and NPS scores.
• Conducted 1-1 Coaching sessions for all 30 advisors on a weekly basis, basis their stack
  ranking (RAG status for the week).

• Handled Recruitment enabling the H.R Department with respect to Screening of
  candidates for the Voice & Accent Round.
• Handled a Team of Voice Trainers.
• Conducted Train the trainer sessions for new trainers.
• Conducted Workshops for Voice Coaches - V&A and Soft Skills.
• Highly involved in the IJP Process for Voice Coaches and Hiring New Trainers and responsible for the screening, interview, elimination, selection and grooming of new Voice Coaches and Trainers.
• Intervention in non-voice LOB’s for assessment for customization of learning plans and effective training delivery.
• Content creation & customization for different LOB’s.
• Conducted calibrations between Voice Assessors and Recruitment to ensure that right candidates are hired for different LOB’s.
• Involvement in setting up SOP’s for Trainer Certification, Recruitment Interviews and ;
  Voice & Accent Training.
• Successful Transition of a Voice Enhancement Tool i.e. Neuro Language for betterment
  of New hires which led to increase in Pass Percentage and over all throughput and yield
  of batches.

• Voice & Accent Training
• Accent Neutralization (Consonants, Vowels etc.)
• Voice Enhancement
• Language Usage Program
• Telephone Etiquette
• Constant participant evaluation and feedback. This means necessary tools are used to
  evaluate participants and give feedback continuously during the program using written
  and oral quizzes, management games and activities.
• Utilized various teaching methods such as role-play, simulations, and storytelling for enhanced comprehension of language concepts.
• Conducted comprehensive assessments to identify areas of improvement in trainees' communication skills.
• Facilitated workshops on cultural awareness to promote effective communication across diverse populations.
• Cross Cultural Communication for Call Centers.

Was employed as a Sr. Customer Service Associate for a U.K based travel website Travelocity.co.uk which deals with over 700 airlines and thousands of hotels and car suppliers all over the world, gradually got promoted to a Customer Relations Consultant.

• Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
• Handled escalated customer issues, navigating challenging situations with diplomacy and tact to reach satisfactory resolutions.
• Promoted to Customer Relations Consultant in April 2005 with 100% scores in Quality
  and continued support to new agents - Handled a team of 6 members.
• Close collaboration with ABTA, other airlines, hotels and other third party suppliers that have a
  tie-up with Travelocity.
• Authority to authorize losses up to £1000.00 to ensure customer complaints are resolved effectively and timely.