Sonia Shukla
Senior Process Trainer
Hyderabad
Summary
Accomplished Senior Process Trainer at Quess Corp, adept in coaching and mentoring, with a proven track record in enhancing employee performance through innovative e-learning platforms. Leveraged technical training and problem-solving skills to foster employee engagement, achieving significant improvements in process efficiency. Renowned for developing impactful training programs, demonstrating exceptional teamwork and collaboration.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Senior Process Trainer
Quess Corp
03.2023 - Current
- Collaborated with cross-functional teams to identify areas of improvement in existing processes and develop tailored training solutions.
- Implemented an e-learning platform that provided employees with access to self-paced courses, increasing engagement in professional development activities.
- Managed the design and delivery of specialized training programs for specific roles or departments, catering to unique needs and requirements.
- Established metrics for tracking employee progress, ensuring continuous development and growth within the organization.
- Mentored junior trainers, providing guidance on best practices and effective training methods.
- Enhanced employee performance by developing and implementing comprehensive process training programs.
Process Trainer
Fusion BPO Services
03.2022 - 03.2023
- Delivered robust training courses via classroom and e-learning programs.
- Communicated with sales team to maintain firm grasp of training requirements.
- Created unique materials to support training programs.
- Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
- Provided ongoing mentorship to employees, promoting professional growth and development within the organization.
- Implemented continuous improvement initiatives to optimize process efficiency and effectiveness.
- Enhanced process efficiency by identifying areas of improvement and implementing necessary changes.
Customer Care Executive/Subject Matter Expert
Teleperformance DIBS
09.2019 - 02.2022
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Assigned and designated job territories to customer care staff according to performance and history.
Education
MBA - Human Resources Management
Swami Vivekananda Subharti University
08-2024
Bachelor of Arts - Arts
Calcutta University
Kolkata, India06-2018
National Institute of Open Schooling
06.2018 - 06.2021
Skills
- Coaching and mentoring
- Training delivery
- Technical training
- Learning management systems
- Employee engagement
- Feedback analysis
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Timeline
Senior Process Trainer
Quess Corp
03.2023 - Current
Process Trainer
Fusion BPO Services
03.2022 - 03.2023
Customer Care Executive/Subject Matter Expert
Teleperformance DIBS
09.2019 - 02.2022
National Institute of Open Schooling
06.2018 - 06.2021
MBA - Human Resources Management
Swami Vivekananda Subharti University
Bachelor of Arts - Arts
Calcutta University
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