Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Disclaimer
Personal Information
Certifications And Achievements
Languages
Timeline
Generic
SMITA PRAMOD REVANKAR

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
Bangalore

Skills

  • 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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SMITA PRAMOD REVANKAR