Learning Experience Leader
Saptaparna Banerjee
Taskus
Kolkata,WB
6
years of professional experience
1
Language
Accomplished Learning & Development professional with more than 6 years of experience in customer service within e-commerce and fintech sectors. Expertise in training delivery, employee coaching, and performance improvement. Developed engaging, scenario-based learning interventions, identified skill gaps, and enhanced business performance through targeted training. Committed to driving employee growth and supporting organizational success.
Work History
Learning Experience Leader
1 Month- Collaborated with business stakeholders and operations managers to identify skill gaps and implement targeted learning interventions.
- Continuously reviewed and enhanced training methodologies to improve learner engagement and overall training effectiveness.
- Implemented innovative learning approaches, including e-learning solutions and modern training methodologies.
- Evaluated training effectiveness through assessments and performance reviews, enhancing learning outcomes.
- Tracked trainee progress and delivered feedback, facilitating operational readiness.
- Managed training documentation and resources, ensuring compliance with policies and regulatory requirements.
- Ensured adherence to organizational standards, professional conduct, and code of ethics throughout the learning journey.
Trainer I
1 Year 6 Months- Led end-to-end new hire training programs to enhance communication, process knowledge, and customer experience for North American customers.
- Deliver training for a FinTech client, enabling associates to accurately and ethically handle daily financial transactions while maintaining compliance and quality standards.
- Perform floor interventions, including call audits, side-by-side coaching, and feedback sessions to improve agent effectiveness and increase CSAT scores.
- Executed Early Warning System (EWS) during training to identify attrition risks and address concerns through counseling and expectation setting.
- Performed floor interventions, including call audits and coaching sessions, to improve agent effectiveness and enhance CSAT scores.
- Partner with Operations and Quality teams to ensure smooth post-training transition and sustained performance.
Training Specialist
2 Years 8 Months- Delivered comprehensive onboarding training for Amazon associates across multiple shift schedules, ensuring consistent knowledge transfer.
- Trained batches of 25 customer service associates in process and communication, monitored performance metrics, managed real-time monitoring, audited live calls, and provided daily feedback.
- Facilitated classroom sessions on safety, quality, and standard work procedures.
- Updated and maintained learning content in learning management systems and training materials to enhance instructional effectiveness.
Associate
2 Years- Coordinated Amazon fulfillment workflows to ensure timely order processing and support operational priorities.
- Reviewed customer orders for accuracy, addressing discrepancies to maintain fulfillment standards.
- Monitored inventory levels and updated tracking records in Amazon systems.
- Resolved customer inquiries to enhance satisfaction and retention.
Education
B.Tech / B.E.
XIIth - English
Xth - English
Skills
Training Delivery and Facilitation
Curriculum Development
E-learning solutions
Training needs analysis
Learning evaluation
Training Effectiveness
Training analytics
Regulatory Training
Stakeholder Management
Employee Development
Learning development
Languages
English
C1
Advanced
Timeline
Learning Experience Leader
Taskus
10.2026 - CurrentRead More
Trainer I
Teleperformance (TP)
04.2025 - 10.2026Read More
Training Specialist
Amazon
08.2022 - 04.2025Read More
Associate
Amazon
08.2020 - 08.2022Read More
Narula Institute of Technology
B.Tech / B.E.
01.2020Read More
XIIth from English
01.2016Read More
Xth from English
01.2014Read More