Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Timeline
Generic

Shivangi Malviya

Indore

Summary

Dynamic Process Trainer and Subject Matter Expert at Teleperformance, adept at enhancing employee performance through innovative training programs and quality audits. Proven track record in mentoring new hires and driving customer satisfaction, leveraging strong communication and leadership skills to exceed performance metrics and foster a culture of continuous improvement.

Overview

3
3
years of professional experience

Work History

Process Trainer

Teleperformance
Indore, India
05.2024 - Current
  • Developed and implemented training programs for new process employees.
  • Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
  • Evaluated current procedures for compliance with established standards and regulations governing processes.
  • Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
  • Conducted thorough assessments of trainee progress, ensuring timely feedback for performance improvement.

Subject Matter Expert

Teleperformance
09.2022 - 05.2024
  • Conducted regular quality audits on team interactions, providing constructive feedback to help enhance performance levels.
  • Enhanced customer satisfaction by promptly addressing and resolving complex issues.
  • Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
  • Promoted a positive work atmosphere by regularly recognizing top performers' outstanding achievements within the department.
  • Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
  • Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.

Education

Bachelor of Commerce -

GDC , DAVV University
05.2017

Higher Secondary Education -

Annie Besant School
Indore
06.2013

Skills

  • Employee training
  • Customer service
  • Team building
  • Mentoring new hires
  • Presentation skills
  • Communication skills
  • Time management
  • Coaching and mentoring
  • Train-the-trainer
  • Process documentation
  • Subject matter expertise
  • Leadership development

Languages

  • English
  • Hindi

Hobbies and Interests

  • Watching Movies
  • Reading books

Timeline

Process Trainer

Teleperformance
05.2024 - Current

Subject Matter Expert

Teleperformance
09.2022 - 05.2024

Bachelor of Commerce -

GDC , DAVV University

Higher Secondary Education -

Annie Besant School

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Shivangi Malviya