Shravan
Uttar Pradesh
Summary
Results-oriented Learning and Development professional with over five years of experience specializing in domain and process training for new hires.Delivering, and refining onboarding programs that boost learner engagement and accelerate performance. Recognized as a trusted sensei, mentoring new trainers, and ensuring consistent knowledge transfer aligned with organizational goals..
Overview
13
13
years of professional experience
Work History
Deputy Manager
Aptia Group India Private Ltd
GURUGRAM
03.2024 - Current
- Coordinated with the Stateside team to ensure the smooth functioning of the business.
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge on the domain and process.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Imparting training to new hires on the domain and process.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Senior Specialist
Mercer
GURUGRAM
01.2020 - 03.2024
- I was one of the domain Sensei, conducted end-to-end domain and process training for new hires and existing employees.
- Collaborated with the operations team to identify training gaps and address performance issues through targeted learning interventions.
- Reviewed recordings of customer interactions for accuracy and completeness.
- Provided coaching and guidance to call center representatives as needed.
- Performed root cause analysis on escalated issues to determine underlying causes.
- Prioritized and organized tasks to efficiently accomplish service goals.
Senior Quality Analyst
Teleperformance Global services private LTD
GURUGRAM
10.2014 - 12.2019
- Conducted internal audits of production facilities to ensure compliance with safety regulations and industry standards.
- Implemented changes based on customer feedback to improve overall satisfaction with products.
- Performed root cause analysis of reported defects and developed corrective action plans accordingly.
- Created knowledge tests and quizzes to evaluate trainee performance.
- Coordinated with internal departments regarding scheduling of sessions
Customer Service Representative
Wipro LTD
New Delhi
01.2012 - 09.2014
- Utilized computer technology to handle high volume of calls in a timely manner.
- Adhered to all company policies and procedures when dealing with customers.
- Complied with quality assurance standards while handling customer inquiries.
- Collaborated with other departments within the organization when necessary.
- Monitored queues and email inboxes to respond to consumers via multiple media formats.
Education
Bachelor of Arts -
Delhi University
New Delhi03-2016
High School Diploma -
Kerala Education Senior Society Secondary School
New Delhi03-2010
Skills
- Leadership
- New Hire Onboarding
- Domain & Process Training
- Facilitation & Coaching
- Process improvement strategies
- Quality assurance
- Customer service
Accomplishments
- Rising star of the month Award in the year 2020
- Spot Light Award For best performance in the Year 2021
- Start Light Award for an outstanding performance in the year 2024
- Lead one of the Project 'SCOUT'
- Achieved 4.8/5 average feedback score from trainees across multiple batches.
Timeline
Deputy Manager
Aptia Group India Private Ltd
03.2024 - Current
Senior Specialist
Mercer
01.2020 - 03.2024
Senior Quality Analyst
Teleperformance Global services private LTD
10.2014 - 12.2019
Customer Service Representative
Wipro LTD
01.2012 - 09.2014
Bachelor of Arts -
Delhi University
High School Diploma -
Kerala Education Senior Society Secondary School
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