SRISHTI SHARMA
Lead Training & Quality @ Blinkit | Amazon | Jet Airways | The Oberoi Hotels
Gurgaon
Summary
Meticulous training professional with more than seven years of experience in customer service, training, quality auditing and team management, committed to providing exceptional care to ensure superlative customer experience.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Senior Trainer
BLINKIT
3 2023 - Current
- Design, develop, and deliver virtual and physical training programs, including OJT
- Continuously track and analyze training efficacy, leveraging data for enhancement
- Collaborated with cross-functional teams to identify knowledge gaps and develop tailored training interventions.
- Conduct site visits for team engagement and needs assessment
- Collaborate closely with product teams on customer-facing app communications
- Mentor junior trainers, fostering professional growth and enhancing overall team capabilities.
- Implement high-quality operational policies and oversee recruitment and onboarding
Training Specialist
Amazon
12.2021 - 12.2022
- A global, fully integrated leave, disability, and accommodation programme was provided to assist the constantly expanding employee population as they navigated various life events
- Worked with corporate leadership to assess existing courses and develop programs to fill gaps
- Worked closely with the training staff, keeping them updated on scheduling changes
- Designed, developed, and delivered online and classroom training for corporate office employees
- POC for the IND expansion project
- Increased training satisfaction by 30% by resolving issues and adjusting policies to meet changing needs.
Trainer
Amazon
8 2020 - 12.2021
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Participated in the pilot batch of the debut of the Covid Resource Center and contributed to stabilizing the process during the pandemic
Cabin Crew/Cabin Supervisor
Jet Airways
08.2017 - 07.2020
- Specialized in on-board flight safety and first aid protocols
- Managed team and responsible for their development, grooming and address issues/ grievances proactively
- Initiated service recovery during the travel and managed the day-to-day operations of flight arrivals and departures, VIP Movement, Group in charge of Premier sections, and VIP Movement.
Apprentice
The Oberoi
11.2015 - 4 2016
- A renowned luxury hotel with 220 rooms, specializing in core departments: FnB, Front Office, Food Production, and Housekeeping. Gained valuable hands-on experience across these key areas.
Education
Amazon Learning Development Centre
Bachelor of Science - Hospitality Administration And Management
Institute of Hotel Management
Chandigarh, India 05.2014 - 05.2017
Skills
Customer Service
Accomplishments
- Demonstrated strength as a stretch trainer in Deliver Results by single-handedly delivering all trainings for the CRC's India-based agents.
- Served as Training POC on the US4IND Expansion Project as well as the India Team Expansion project, delivering curricula and live training sessions that earned an average trainee satisfaction score of 98.4%.
- Achieved bar-raising trainee satisfaction rates and trainee post-test scores.
- Maintained a 96% quality score rating over a 7-month period as Senior Associate.
- Received 2 promotions in less than 12 months.
- Created simplified training and reference material that boosted department's productivity and morale by 24%.
Timeline
Training Specialist
Amazon
12.2021 - 12.2022
Cabin Crew/Cabin Supervisor
Jet Airways
08.2017 - 07.2020
Apprentice
The Oberoi
11.2015 - 4 2016
Bachelor of Science - Hospitality Administration And Management
Institute of Hotel Management
05.2014 - 05.2017
Senior Trainer
BLINKIT
3 2023 - Current
Trainer
Amazon
8 2020 - 12.2021
Amazon Learning Development Centre