SUPARNA CHATTERJEE
Process Trainer
Bangalore
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Process Trainer
Coinswitch
Bengaluru
04.2022 - 11.2022
- Conducted onsite, remote, and group training sessions for support and services employees
- Maintaining a repository of LMS courses and continually update content to ensure it is up-to-date
- Worked with product launch team to develop training plans to skill-up team members on new pro
- Conducting monthly training activities to ensure there is no process gap
- Working in building training content on the new product launch
- Trained the new hire trainers on day-to-day activity with report analysis
- Audit customer calls across LOB to improve the customer satisfaction
- TTT conducted for the Outsourcing partners and ensuring the training activities to be completed
- Worked for different internal projects to ensure the better of process
Process Trainer
Teleperformance (Flipkart)
Bangalore
02.2021 - 04.2022
- Training newly hired candidates for both Voice & Non-Voice processes
- Managing and monitoring the reports and dashboards of OJT and 0-30 performance
- Handling OJT & Certification for the newly hired batches (size of ~35)
- Collaborate with management to identify company training needs
- Schedule appropriate training sessions on floor updates
- Conducted BQM intervention, Monthly PKT and TNI Interventions
- Prepare training materials such as module summaries, videos and presentations
- Monitoring the Customer Experience trend on Social Forums
- Identifying the Pain Areas within the Process and actioning accordingly
- Preparing a Root Cause analysis and closing the loopholes with coordination across
- Stakeholders
- Floor support and Knowledge Transfer
- Successful complete The Changemaker Initiative and C Sat project for Flipkart Client
Senior Process Trainer
Concentrix Services Daksh Pvt. Ltd (Federal Bank)
Bangalore
01.2019 - 09.2020
- Creating a constructive environment and organizing brainstorming sessions where ideas can be generated
- Continuously reviewing and managing team performance
- Conducting daily refresher on floor
- Delegate work and give tasks to individuals to do
- Working to create a constructive and challenging environment with proper support and guidance for executives so that they will achieve their respective targets
- Creating a constructive yet relaxed working environment where operational development & team efficiency is the number one priority
- Possessing extensive knowledge of products, services & working hard to ensure that service to customers is consistently high
- Working on Dispositions & also on C sat
- Creating a training material for Retail Banking, Tele sales & also for collection
- Idea sharing on the client applications & also on process improvement
- Closely monitoring the OJT performance for first 30 days
Team Leader
Home Credit India Pvt. Ltd
Bangalore
03.2017 - 09.2017
- Managing a team of 25 Executives to provide sales for the outbound process
- Making an agenda and planning to forestall any events rather than simply reacting to events
- Working to create a constructive and challenging environment with proper support and guidance for executives so that they will achieve their respective targets
- Defining the objectives for the Sales by strategically planning and setting achievable and realistic goals
- Monitoring the real time dialer & updating the floor as per required
- Creating a constructive yet relaxed working environment where operational development & team efficiency is the number one priority
- Having a hand on approach & leading by example
- Possessing extensive knowledge of products, services & working hard to ensure that service to customers is consistently high
Process Trainer
Concentrix Daksh Pvt. Ltd (Axis Bank)
Bangalore
06.2015 - 03.2017
- Creating a constructive environment and organizing brainstorming sessions where ideas can be generated
- Continuously reviewing and managing team performance
- Conducting daily refresher on floor
- Delegate work and give tasks to individuals to do
- Working to create a constructive and challenging environment with proper support and guidance for executives so that they will achieve their respective targets
- Creating a constructive yet relaxed working environment where operational development & team efficiency is the number one priority
- Possessing extensive knowledge of products, services & working hard to ensure that service to customers is consistently high
Education
B.A - GEN.)Arts
GITAM University
01.2017 - 01.2019
10+2 - Arts
W.B.C.H.S. E
06.2007 - 07.2009
B.S.S. E - Arts
Howrah Deshbandhu
06.2005 - 04.2007
Skills
Problem solving
Power BI
Leadership Skill
Ability to work under pressure
Ability to work with team
Multi tasker
Communication
People Management
cooking
Cooking lover who is passionate and eager about discovering new culinary experiences. Experiment with various flavours, ingredients, and cooking techniques to produce delectable and visually stunning dishes.
Timeline
Process Trainer
Coinswitch
04.2022 - 11.2022
Process Trainer
Teleperformance (Flipkart)
02.2021 - 04.2022
Senior Process Trainer
Concentrix Services Daksh Pvt. Ltd (Federal Bank)
01.2019 - 09.2020
Team Leader
Home Credit India Pvt. Ltd
03.2017 - 09.2017
B.A - GEN.)Arts
GITAM University
01.2017 - 01.2019
Process Trainer
Concentrix Daksh Pvt. Ltd (Axis Bank)
06.2015 - 03.2017
10+2 - Arts
W.B.C.H.S. E
06.2007 - 07.2009
B.S.S. E - Arts
Howrah Deshbandhu
06.2005 - 04.2007