Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shirley John

Pune

Summary

Results-driven Training Manager with 18+ years in the BPO industry, currently leading training initiatives at Mphasis Ltd., Pune. Expert in designing and managing impactful training programs aligned with business goals. Proven ability to lead teams, enhance performance, and drive employee engagement. Skilled in curriculum development, learning strategy, and continuous improvement to boost productivity and retention.

Projects Handled:

2015- Trained Domestic Resources

2019- LAKE MARY, California, USA

2023- INFOSYS, Hyderabad

2024- International Accounts

Overview

24
24
years of professional experience

Work History

Unit/Trainer Manager

Mphasis Pvt Ltd
Pune/ Maharashtra
08.2006 - Current

•Developed and delivered training programs for new hires and existing employees on document review, validation, Retail client for opening to team members, resulting in a 15% increase in overall team productivity.

• Coordinated with cross-functional teams to identify process gaps and develop solutions, resulting in a 20% reduction in operational errors.

•Led a team of 12 transaction processing representatives as a operational backup team lead and monitored their daily activities to ensure compliance with company policies and procedures.

• Conducted weekly team meetings to discuss performance metrics, process improvements, and provide coaching and development opportunities.

• Preparing Training plan and Skill matrix accounts, updating, account maintenance, charitable client and international account process, resulting in a 20% reduction in on boarding time and improved job performance.

Accounts Assistant

Piramyd Ltd.
Pune
03.2001 - 04.2002
  • Bank Reconciliation.
  • Preparing checks for the supermarket and other parties.
  • Maintaining books of accounts.
  • Handling mall cash and making reports.
  • Handling petty cash expenses.
  • Maintaining Payroll.

Education

Master of Commerce - Accounting And Finance

Pune University
Pune, India
05-2000

Bachelor of Commerce -

St.Mira's College
Pune, India
04-1998

HSC - Commerce

St.Mira's College
Pune, India
06-1995

SSC -

Modern High School
Pune, India
06-1993

Skills

  • Employee training
  • Team leadership
  • Coaching and mentoring
  • Time management
  • Skill building
  • Reliability
  • Communication Skills
  • Adaptability
  • Multitasking & fast Learning
  • Decision Making
  • Critical thinking
  • Problem Solving

Accomplishments

  • 5 Times Client Certified SME (Subject Matter Expert).
  • Employee of the Year Award in 2018.
  • Appreciated by Trainer AVP and Operation Manger for successfully handling LAKE MARY project (2019).
  • In 2023, Our USA Client Lisa Reibert appreciated me with an Excelsior and Cygnus Awards for successfully handling Infosys Hyderabad team.
  • In 2025, the USA Clients Lisa Reibert & Benjamin Meadow appreciated me for successfully handling the International EAR queue transition and also for the smooth reverse transition to Infosys, which were a Milestone that the Client still continues to remember and appreciate.

Timeline

Unit/Trainer Manager

Mphasis Pvt Ltd
08.2006 - Current

Accounts Assistant

Piramyd Ltd.
03.2001 - 04.2002

Master of Commerce - Accounting And Finance

Pune University

Bachelor of Commerce -

St.Mira's College

HSC - Commerce

St.Mira's College

SSC -

Modern High School

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