Surbhi Shah
New Delhi
Summary
Passionate customer service and a soft skills trainer with 4+ years of experience in developing and delivering customer-centric training programs and equipping employees
with the skills and knowledge needed to provide exceptional service.
Adept at designing interactive workshops and fostering a positive learning environment.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Trainer - The Retail Academy
Reliance Brands Limited
Gurgaon
10.2022 - Current
- Designed and Delivered a comprehensive onboarding training program for new hires and Achieved a 99% completion rate in FY 2023-24 (New Joinees 1900+)
- Facilitated customer-centric trainings on service models to enhance customer experience and achieve customer delight
- Developed and delivered comprehensive training programs for behavioral & functional development for store teams.
- Led a successful career progression program for Fashion Consultants, resulting in 50+ promotions to new roles
- Leveraged content curation skills to develop engaging training materials as per training needs (8 Modules in FY 23-24)
Area Trainer - North
Bestseller
New Delhi
06.2021 - 09.2022
- To prepare, organize, administer and conduct in-house soft skills and trend trainings
- To provide on floor sessions and roleplays on customer service, product knowledge and grooming
Assistant Manager
Total It Global
New Delhi
02.2020 - 10.2020
- Assisted in the development of training programs for employees
- Supported in development of HR policies and processes
- Delivered Soft Skills/Behavioral trainings to the employees
Education
MBA - Human Resources Management
Icfai Business School
Hyderabad02-2020
BBA - Human Resources Management
The Northcap University
Gurgaon05-2018
High School Diploma -
Rabindranath World School
Gurgaon03-2015
Skills
- Stakeholder Management
- Program Management
- Strong Communication
- Collaboration
- Content Creation
- Content Delivery
- Result Orientation
Affiliations
- Donate an Hour - Teaching activities for underprivileged children in urban slums
- Sharan Society for Service to Urban Poverty, Delhi. - Workshops on personal hygiene and sanitation for married women and young mothers
Accomplishments
- Recognized thrice as a "Purpose Champion" at RBL
- Recognized by Reliance Retail Team for Outstanding Learning Impact
Certification
- Soft Skills Trainer - Scottish Qualifications Authority
- Image Consulting - Conselle Institute of Image Management
- Life and Happiness Coach – Transformation Academy, Florida
Timeline
Trainer - The Retail Academy
Reliance Brands Limited
10.2022 - Current
Area Trainer - North
Bestseller
06.2021 - 09.2022
Assistant Manager
Total It Global
02.2020 - 10.2020
MBA - Human Resources Management
Icfai Business School
BBA - Human Resources Management
The Northcap University
High School Diploma -
Rabindranath World School
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