Shefali Rana
Summary
Experienced Client Services Coordinator with over 5 years of demonstrated proficiency in effectively managing client relationships, resolving issues, and surpassing expectations. Possessing strong communication, problem-solving, and conflict resolution skills, I am committed to contributing to a collaborative team environment and delivering impactful results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Assistant Manager-Training & Development
Teleperformance
03.2022 - 12.2023
- End to end training cycle management for communication, soft skills & culture training for PAN India in-country accounts. BFSI, Telecom, e- commerce sectors managed for the organization
- Offered training as a service- Pitched and got financial projects approved by the clients for training delivery & content creation beyond regular contract. Managed the projects end to end from a governance standpoint
- Managed a team of trainers & training supervisors across functions and ensured delivery of their set training targets Analyzed the training needs of the programs and developed training programs to cater to the learning needs of the employees aligned to their business goals
- Built, developed and guided the training teams for effective delivery, team management and improved throughput
- Propagating adoption of AI driven Digital learning platform for improvement. Initiatives to drive awareness on effectiveness of bite sized learning, mobile and video learning
- Provided organization leadership to plan & implement strategic training & development opportunities to over 2500+ employee pan India
- Worked on speed to readiness initiative to improve 0-30 performance of the accounts
- Invested on employee learning & developed service to identify training needs based on projected production process and changes
Client Relationship Manager
Vian Medicare
02.2020 - 03.2022
- Collaborated with 54 retailers to comprehend their business objectives and devise strategic initiatives for mutual growth.
- Played a pivotal role in planning, executing, and optimizing over 8 marketing campaigns, offering real-time targeting recommendations for enhanced effectiveness.
- Oversaw order processing and logistics operations, ensuring prompt delivery and resolving client concerns within 1-2 business days, thereby maintaining a product defect rate below 5%.
- Managed client contracts with precision, achieving an 85% retention rate and ensuring adherence to terms and conditions for sustained partnerships.
- Identified training needs within organizations and developed appropriate training materials.
- Assisted with training new associates and cross-training existing associates.
Freelancer- Training & Development
Pune & Mumbai
12.2018 - 01.2020
- Primarily responsible to identify Training Needs related to soft skills & language aspects
- Designed learning strategy on top areas of opportunity
- Delivery for Voice & Accent training for OTC line of business
- Facilitated coaching & language improvement sessions to ensure achievement of agreed language proficiency between the client & the vendor
- Conducted over 48 sessions covering soft skills, professional development, mind conditioning, and voice and accent training, contributing to participants' holistic growth across industries
- Customized and facilitated 16 tailored training sessions for 10 diverse companies, focusing on areas such as equipment handling, human potential evaluation, sales enhancement, customer base identification, and data-driven marketing strategy creation
Education
Bachelor of Technology (Production Engineering) -
Bharti Vidyapeeth College of Engineering
Skills
- Client management
- Excellent communication
- Facilitation skills
- Adaptability
- Problem-Solving
- Analytical skills
- People Management
- Orientation and training
Certification
- Train the Trainer
- Six Sigma (Yellow & Green Belt) - 07/2023
- Introduction to Data Analytics - 04/2024
- Power BI Beginners - 04/2024
Projects
- Bottom Quartile Performance Management on Communication for Enhanced Customer Experience ( Headcount-250+): Improving communication skills among lower-performing employees to positively impact customer satisfaction.
- Floor Sweep Collaboration for Customer Satisfaction Excellence (Headcount-700+)Conducting a comprehensive review involving compliance and product knowledge teams to ensure top-notch customer satisfaction.
- Introduction to the 7 Principles of Sales(2 US based tech accounts) : Introducing essential sales principles to equip employees with the skills needed to boost customer satisfaction.
- Key Elements for Enhanced Customer Experience (Headcount-1000+) : Identifying and implementing critical elements essential for delivering exceptional customer service and fostering long-term customer loyalty.
Timeline
Assistant Manager-Training & Development
Teleperformance
03.2022 - 12.2023
Client Relationship Manager
Vian Medicare
02.2020 - 03.2022
Freelancer- Training & Development
Pune & Mumbai
12.2018 - 01.2020
Bachelor of Technology (Production Engineering) -
Bharti Vidyapeeth College of Engineering
Similar Profiles
RAHUL PANDERAHUL PANDE
Technical Support Executive at TeleperformanceTechnical Support Executive at Teleperformance
MACKLYNE IMARYMACKLYNE IMARY
Customer Support Expert at TeleperformanceCustomer Support Expert at Teleperformance
Abhinandan SehajpalAbhinandan Sehajpal
Supervisor at TeleperformanceSupervisor at Teleperformance
Rishabh SharmaRishabh Sharma
Talent Acquisition Specialist at TeleperformanceTalent Acquisition Specialist at Teleperformance
Wasi SiddiquiWasi Siddiqui
Assistant Manager (Training & Development) at People Interactive India Pvt Ltd (Shaadi.com)Assistant Manager (Training & Development) at People Interactive India Pvt Ltd (Shaadi.com)