Sonal Chopra
Summary
Dynamic professional with a proven track record in optimizing customer experiences across Digital Marketing, BFSI, Healthcare, and Customer Support sectors. Professional with strong track record in managing and enhancing customer experiences. Skilled in project management, strategic planning, and stakeholder engagement. Known for effective team collaboration and flexibility in adapting to changing needs. Driven by results-oriented approach, with focus on delivering impactful outcomes and fostering productive work environment.
Overview
15
15
years of professional experience
Work History
Senior Learning Experience Manager
TaskUs
11.2024 - Current
- Design and implement a comprehensive Learning & Development (L&D) roadmap and strategy that directly addresses current and future organizational needs and skill gaps.
- Conduct thorough Training Needs Analyses (TNA) in collaboration with senior leadership and department heads to accurately identify skill and performance deficiencies.
- Oversee the entire life cycle of training programs, from content creation to delivery and continuous improvement.
- Manage the L&D budget, resources to ensure high-quality, cost-effective training delivery.
- Lead, mentor, and manage a team of 5 Managers & 25 Trainers fostering a culture of continuous learning and professional growth within the L&D function.
- Prepare and present data-driven reports and actionable recommendations to senior management on program success, employee development progress, and areas for strategic L&D investment.
- Partner with stakeholders and leadership to develop and execute strategic learning and development initiatives aligned with business goals, including sales excellence enablement programs
- Creating processes to enable Training interventions and practices across the life cycle of an employee - from Hiring to Production
- Managing health of compliance and business risk for all the campaigns (existing & in transit) by preempting risks and managing it timely.
- Managing delivery of KPIs like STP, Throughput, Early Attrition's, training time reduction, cost reduction, customer experience.
- Planning people development and succession planning for the team.
- Developed training programs to upskill team members on best practices for client engagement.
- Led initiatives to enhance customer experience through targeted feedback collection and analysis.
Learning Delivery Manager
Cognizant Technology Solution
08.2017 - 11.2024
- Created a comprehensive evaluation system to measure the effectiveness of training programs.
- Collaborated with stakeholders (Client & Senior Leadership) to identify training needs and develop training plans.
- Manage & Transition projects with multiple GEOs, overseeing hiring, training and professional growth of employees.
- Executed comprehensive Learning & Development (L&D) strategies meticulously aligned with core organizational objectives, focusing specifically on leadership development and critical skill enhancement.
- Spearheaded the design, maintenance, and integration of robust competency frameworks, defining explicit skill, behavior, and performance standards across various roles and leadership levels
- Led cross-functional teams to ensure timely delivery of projects, enhancing client satisfaction and engagement.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Developed a streamlined onboarding process for new hires, decreasing ramp-up time and increasing productivity.
- Developed and implemented an employee onboarding program that reduced time-to-productivity.
- Developed an effective performance management program that improved employee performance.
- Developed and implemented innovative training methods to improve learning outcomes.
- Lead a team of Managers & Trainers to deliver high-quality training sessions.
- Developed a system to measure and evaluate training effectiveness, resulting in improved training programs.
- Collaborate with internal/external business partners using a consultative approach to identify business goals and performance gaps.
- Developed and implemented project management frameworks, streamlining processes for improved efficiency.
Language Specialist
HCL Technologies
06.2015 - 08.2017
- Developed and implemented comprehensive voice and accent training programs.
- Conducted individual and group training sessions, focusing on pronunciation, intonation, rhythm, and pace.
- Provided personalized coaching and feedback to improve speech clarity, confidence, and overall communication effectiveness.
- Utilized speech therapy techniques to address articulation and fluency issues.
- Collaborated with cross-functional teams to identify training needs and measure training outcomes.
- Managed first & second level interviews for candidates on voice and chat.
Communication Trainer
Convergys
05.2014 - 04.2015
- Conduct Voice, Chat and soft skills training for New Hire batches and responsible for Coaching and feedback.
- Conduct TNA and facilitated sessions for new hires on modules like telephone etiquette, chat etiquette, email etiquette, soft skills, neutral accent training and Culture sensitization etc.
- Upskilled peers in improving their own communication ability, and getting them to be extremely familiar with concepts surrounding language accuracy.
Voice & Accent Trainer
Arvato Bertelsmann
08.2013 - 03.2014
- Conduct Voice, Chat and soft skills training for New Hire batches and responsible for Coaching and feedback.
- Conduct TNA and facilitated sessions for new hires on modules like telephone etiquette, chat etiquette, email etiquette, soft skills, neutral accent training and Culture sensitization etc.
- Upskilled peers in improving their own communication ability, and getting them to be extremely familiar with concepts surrounding language accuracy.
Voice & Accent Trainer
IBM Global Process Services
05.2010 - 08.2013
- Conduct Voice, Chat and soft skills training for New Hire batches and responsible for Coaching and feedback.
- Conduct TNA and facilitated sessions for new hires on modules like telephone etiquette, chat etiquette, email etiquette, soft skills, neutral accent training and Culture sensitization etc.
- Prepare action plans and implement it for all trainees who scored less than the set target.
- Regular call monitoring sessions for agents and provide constructive feedback to identify gaps and incorporate them in team huddles.
- Managed first & second level interviews for candidates.
- Pan India manpower planning on a weekly basis.
- Supervised staff and resources at the national level, coordinating, allocating and controlling daily work flow in the absence of the supervisor.
- Managing scheduling/rostering to ensure achievement of service levels within productivity benchmark.
- Mentoring & Up skilling new employees to ensure optimum utilization of their skills in maintaining company's standards for executive level hiring.
Education
Bachelor of Arts - English
Delhi University
New Delhi, India07.2006
Skills
- Leadership and Team management
- Client & Stakeholder Management
- Communication Skills (verbal, written, presentation)
- Data Analysis and Reporting
- Process Excellence & Improvement
- Employee Engagement
- Learning Management Systems
- Impactful Solutions
- Curriculum Development
- Training Delivery (classroom, online, blended)
- Cross-functional Teamwork
LinkedIn Profile Link
https://www.linkedin.com/in/sonal-chopra-2a5b7083/
Timeline
Senior Learning Experience Manager
TaskUs
11.2024 - Current
Learning Delivery Manager
Cognizant Technology Solution
08.2017 - 11.2024
Language Specialist
HCL Technologies
06.2015 - 08.2017
Communication Trainer
Convergys
05.2014 - 04.2015
Voice & Accent Trainer
Arvato Bertelsmann
08.2013 - 03.2014
Voice & Accent Trainer
IBM Global Process Services
05.2010 - 08.2013
Bachelor of Arts - English
Delhi University