SMITA PRAMOD REVANKAR
Bhopal
Summary
Dynamic professional with over 14 years of experience in BPO, training, customer support, and leadership roles across global organizations. Expert in building high-performing teams, managing cross-functional training programs, and ensuring process excellence. Adept at voice and non-voice communication training, business development, and stakeholder engagement.
Results-driven Trainer known for high productivity and efficient task completion. Specialize in curriculum development, employee engagement strategies, and performance improvement techniques. Excel in communication, leadership, and adaptability, ensuring successful training outcomes and enhanced team performance.
Overview
21
21
years of professional experience
Work History
Lead NHT Trainer - Training & Development
Sutherland Global Services Pvt. Ltd.
Bhopal
07.2022 - Current
- Conducted voice and non-voice training for various LOBs per client specs.
- Created training modules and coordinated TTT sessions for new trainers.
Assistant Manager - Training & Development
Artech Infosystems Pvt. Ltd.
Bhopal
10.2021 - 07.2022
- Delivered induction and PACE/BAU training programs.
- Conducted training needs analysis and maintained efficiency tracking reports.
Assessor & Soft Skills Trainer
Hinduja Global Services - Flipkart
Bangalore
02.2021 - 10.2021
- Interviewed and evaluated candidates for multiple roles and clients.
- Audited call quality and conducted feedback/training sessions.
Team Lead
Auxilium Inc.
Belagavi
02.2020 - 12.2020
- Recruited and trained a team for AU-based telecommunication process.
- Led script creation, call quality control, and direct reporting to senior leaders.
Trainer - Soft Skills & Process (AT&T US Process)
Wipro Ltd.
Pune
02.2012 - 11.2015
- Designed and delivered soft skills and process training for new and existing agents.
- Developed KPIs, tracked training ROI, and supported agent upskilling.
Customer Care Specialist - UK Process (NTL TV)
IBM Daksh
Pune
06.2006 - 01.2009
- Provided customer support for upgrades, billing, and escalations.
Customer Service Associate - UK Collections Process
ICICI One Source
Mumbai
02.2006 - 05.2006
Customer Service Executive - UK Process (Powergen)
Mphasis Msource India Pvt. Ltd.
Pune
12.2004 - 02.2006
Education
B.Com -
Pune University
Diploma in Interior Designing -
M.Com -
Jain University
USCPA -
Miles Education
BangaloreSkills
- New Hire Training (NHT)
- Soft Skills & Communication Coaching
- Voice & Non-Voice Process Training
- Induction & Onboarding
- Team Leadership & Mentoring
- Customer Relationship Management
- Quality Audits & Assessments
- Performance Evaluation
- US, UK & AU Process Expertise
- Operations Management
- MS Office Suite
- AutoCAD 2008
- Tally 54
- DCA (Diploma in Computer Applications)
Languages
- English
- Hindi
- Marathi
- Kannada
- Konkani
Hobbies and Interests
- Sketching
- Travelling
- Running a Dance & Cultural Academy
- Nature-based community engagement
Disclaimer
I hereby declare that the information provided above is true to the best of my knowledge.
Personal Information
Date of Birth: 07/31/81
Certifications And Achievements
- 3× Employee of the Month
- "Dynamic Team Lead" - Awarded for consistent target achievement
- Participated in multiple L&D programs including Team Building and Project Management
Languages
English
Advanced
C1
Hindi
Proficient
C2
Marathi
Beginner
A1
Timeline
Lead NHT Trainer - Training & Development
Sutherland Global Services Pvt. Ltd.
07.2022 - Current
Assistant Manager - Training & Development
Artech Infosystems Pvt. Ltd.
10.2021 - 07.2022
Assessor & Soft Skills Trainer
Hinduja Global Services - Flipkart
02.2021 - 10.2021
Team Lead
Auxilium Inc.
02.2020 - 12.2020
Trainer - Soft Skills & Process (AT&T US Process)
Wipro Ltd.
02.2012 - 11.2015
Customer Care Specialist - UK Process (NTL TV)
IBM Daksh
06.2006 - 01.2009
Customer Service Associate - UK Collections Process
ICICI One Source
02.2006 - 05.2006
Customer Service Executive - UK Process (Powergen)
Mphasis Msource India Pvt. Ltd.
12.2004 - 02.2006
B.Com -
Pune University
Diploma in Interior Designing -
M.Com -
Jain University
USCPA -
Miles Education
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