Shikha Almeida
Mumbai,MH
Summary
Dynamic leader with a proven track record at Teleperformance, specializing in training solution development and management and compliance and audits. Excelled in facilitating engaging training sessions, driving a digital learning transformation with over 50 batches trained. Demonstrates exceptional teamwork and collaboration, significantly enhancing client satisfaction and compliance through innovative auditing strategies.
Overview
19
19
years of professional experience
Work History
Assistant Manager
Teleperformance Inc
07.2021 - Current
- Design and deliver impactful virtual and classroom training sessions to help meet compliance.
- Developing and converting existing training content into self-paced e-learning modules, incorporating diverse delivery methods using adult learning principles to engage and accommodate various learning styles.
- Training and mentoring leadership aspirants, equipping them with the knowledge and skills necessary to advance to the next level of leadership.
- Conduct internal audits across functions to identify areas of non-compliance and recommend corrective actions.
Senior Training Officer
Teleperformance
01.2011 - 06.2021
- Trained over 50 batches with an average size of 20 or more employees, ensuring consistent knowledge transfer and skill development.
- Design and deliver engaging soft skills and process training sessions for associates, catering to onshore clients. The sessions were tailored for both new hires and existing employees.
- Developed and implemented e-learning modules, driving digital learning transformation.
- Collaborated with the digitization team to achieve 100% learnability and ensure seamless training adoption.
- Develop surveys to identify training needs based on projected production processes and changes.
- Collaborated with cross-functional teams to improve client-side experience and overall performance.
- Cultivated open and professional relationships with team members, resolving issues and conflicts promptly.
- Implemented timely solutions to address employee and production issues, minimizing resource and time losses.
Customer Service Representative
Teleperformance
10.2007 - 12.2010
- Troubleshoot for consumers of offshore clients via inbound calls.
- Provided essential support for clients, addressing a wide range of complaints and queries.
- Increased customer satisfaction ratings by promptly resolving issues.
- Identified and escalated priority issues for swift resolution.
- Demonstrated excellent problem analysis and problem-solving skills.
Customer Service Representative
IBM Daksh
07.2005 - 03.2006
- Provided essential support for onshore clients, addressing a wide range of complaints and queries.
Education
High School Diploma -
Bombay Scottish School
Mumbai 04.2001 -
Bachelor of Arts - Sociology
Mumbai University
Mumbai 04.2001 -
Skills
Training Solution Development and Management
Facilitation and Presentation
Leadership Training
Auditing and Reporting
Teamwork and Collaboration
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Timeline
Assistant Manager
Teleperformance Inc
07.2021 - Current
Senior Training Officer
Teleperformance
01.2011 - 06.2021
Customer Service Representative
Teleperformance
10.2007 - 12.2010
Customer Service Representative
IBM Daksh
07.2005 - 03.2006
High School Diploma -
Bombay Scottish School
04.2001 -
Bachelor of Arts - Sociology
Mumbai University
04.2001 -
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