Trushna Kshirsagar
Sr.Training Specialist, PhonePe
Mumbai
Summary
Confident training leader with demonstrated planning, organizational, and leadership abilities focused on Designing and driving training programs across inhouse and vendor stakeholders. Highly effective at educating people at all different skill levels and in different business units like, Merchant Payments, Consumer payments, Share.market, Lending and BFSI. Motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
Work History
Sr.Training Specialist
PhonePe Private
10.2022 - Current
- Developed job-specific competencies and performance standards.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Led cross-functional teams to create company-wide training initiatives, fostering a culture of continuous learning.
- Coordinated certification programs for specialized roles within the organization, promoting career advancement opportunities for top performers.
- Subject matter expert and facilitated the classroom training to train the employees on product & process, call handling skills, customer service, tools and procedures
- Found new ways to be more effective in delivery of training to the agents. Learnt new techniques to improve classroom facilitation skills
- Designed and developed training content, organized knowledge base and publish process updates
- Built a structured approach to keep the training content like new hire training content, decision trees, knowledge base and curriculum updated
- Monitored the performance of trainees and agents on the floor, and identified training gaps and conducted relevant training/coaching programs
- Coordinated efforts with various stakeholders like design, operations, product and automation to assist in the quality improvement process of the agents
- Fostered a culture of continuous improvement, encouraging innovation and creative problem-solving to enhance overall training effectiveness suggested and implemented enhancements to improve response quality and experience.
- Fostered a culture of continuous improvement, encouraging innovation and creative problem-solving to enhance overall training effectiveness
- Managed an governed training and quality department of 4 vendor locations like- Tech Mahindra, Startek, Hexaware and Transcon
- Drived the headcount delivery and increased the success rates with 73%
- Managed multiple projects and gained retention of 56% successfully
- Prepared the deck for QBR for the entire team of trianing and qaulity
- Managed Bottom quartile and initied PIP for the repeat defaulters
- Managed the program of knowledge management and decision tree for the entire training team and was appointed as a program manager
- Appointed program manager for LMS and training content for all the business units
- Handled multi business units like- Merchant, Consumer, Share.Market, Consumer and Merchant lending and Insurance
- Initiated PIP for the under performer trainers
- Conducted 11 batches with an FPA and throughput of 100% each
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Streamlined onboarding process for new hires, accelerating their integration into the company culture and work expectations.
- Coordinated logistics for various training events, managing vendor relationships and overseeing budget allocations.
- Fostered a culture of continuous learning within the organization, promoting ongoing personal and professional growth among staff members.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Incorporated diverse learning styles into the creation of training materials, accommodating employee preferences and enhancing overall understanding.
- Developed custom e-learning modules for remote employees, expanding access to valuable professional development resources.
- Directed field training to enhance participants' skills.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Managed a team of trainers, providing guidance and support to ensure consistent delivery of high-quality instruction.
- Led cross-functional teams in developing strategic learning plans aligned with corporate priorities and industry trends.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Prepared and distributed manuals, handouts and online tutorials to provide employees with training materials and resources.
- Ensured compliance with industry-specific regulations through targeted training programs designed to educate employees on relevant policies and practices.
- Selected and assigned instructors to conduct specific training programs.
- Mentored junior trainers, supporting their career development through coaching and feedback on instructional strategies.
- Conducted root cause analysis for process failures, leading to the development of effective preventive measures.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Improved quality processes for increased efficiency and effectiveness.
- Monitored staff organization and suggested improvements to daily functionality.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Coordinated and oversaw periodic audits to evaluate product quality and safety and address non-conformances.
- Equipped and organized facility to comply with company strategy for online and offline quality controls.
- Led cross-functional teams for effective collaboration on quality improvement projects, resulting in improved efficiency and cost savings.
- Implemented new quality assurance and customer service standards.
- Developed and delivered comprehensive quality training programs for employees at all levels of the organization to reinforce best practices and maintain a strong culture of excellence.
- Implemented Lean Six Sigma methodologies to streamline processes, increasing productivity while maintaining high-quality standards.
- Evaluated interactions between associates and customers to assess personnel performance.
- Reported production malfunctions to managers and production supervisors.
- Ensured compliance with industry standards and regulations by maintaining up-to-date knowledge of best practices in quality management.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Organized and updated databases, records and other information resources.
- Created reports, presentations and other materials for executive staff.
- Maintained strong collaborative relationships with internal stakeholders through timely updates on vendor activities and status reports on key initiatives.
Employability Soft Skill Trainer ( Freelancing )
Rubicon Barclay's Life-Skill Training Program
08.2021 - Current
- Collaborated with management to identify company training needs and designed appropriate training sessions
- Overseen and directed seminars, workshops & individual training sessions on resume building & interview readiness
- Planned and implemented an effective training curriculum
- Prepared training materials such as module summaries, videos, and presentations
- Provided employability training to 1000+ aspirants and conducted assessments for the aspirants & provided constructive feedbacks
- Maintained data on Excel sheet of the aspirants
- Supervised training budgets
- Trained students of different universities- PAN India for 20+ Universities and colleges.
Soft Skills Training Lead
Expertrons
08.2021 - 09.2022
- Awarded 500+ certificates to aspirants from different domains - Finance, IT & Analytics, Core-Engineering, HR & Marketing, Sales & Customer Service
- Monitor, evaluate, and/or record training activities to assess program effectiveness
- Assess training needs of new employees and existing employees by communicating openly with all levels and departments within the organization
- Provide consistent customer service by keeping appropriate personnel informed of ever-changing policies and procedures
- Conducted B2B and B2C live trainings across India for 100+ in a single batch
- Managed a team of over ten people for a mega-event
- Organized, facilitated, and led a master class on Sales, Marketing, and HR
- Achieved a 10% revenue generation in a month by handling career catalyst sessions
- Designed and prepared a training schedule for the department
- Used LMS tools to conduct sessions and updated live training videos for student learning
- Coordinated with inter-department teams to complete tasks
- Updated Excel spreadsheets with the required information and maintained data
- Developed interview skills for aspirants with a poor communication style
- Placed 5+ poor communicators by giving them an interview prep and communication session
- Arranged mock interviews & provided relevant feedback
- Created presentations and training flow for trainers' orientation and onboarding
- Helped aspirants choose the appropriate goal according to their interests & eligibility
- Developed NPS for the company and product on play store & LinkedIn
- Created and delivered content on LinkedIn building and job hunting strategies
- Organized the mega drive event sponsored by the department by preparing the event flow
- Developed and maintained relationships with HR, Marketing, and Placement departments
- Achieved the KPI structure outlined by the management
- Developed MOMs for all core department meetings and aligned more than 10 people with the same protocol
- Trained aspirants with the various methodology to build industry specific resume
- Provided sessions on grooming & Interview readiness using audio & visual aids
- Designed content & Delivered it for the career catalyst sessions for Resume Feedback, Interview Skill Enhancement & Path finder
- Recorded a training module with studio setup for industry training
- Managed the entire project of NPS and generated case studies for constant improvements with training and assistance service
- Initiated and handled the STAR Performer, mini RnR for the training and placement team of 50+ employees
- Developed content and scripts for content automation.
English Tutor
Mastree
05.2021 - 08.2021
- Planned & Prepared training session on English language
- Conducted sessions on training students to improvise on Listening, Speaking, Reading & Writing skill
- Conducted group & one to one sessions for the students from grade 1 to grade 12 for 300+ students
- Scheduled demo class sessions for the foreign land product consuming students
- Used the internal dashboard to schedule sessions and provided assignment feedbacks
- Constructed various assessment forms & updated constructive feedbacks
- Organized PTA meeting to share the regular updates of the student.
Communication & Personality Trainer
Safal Women's Academy
11.2020 - 08.2021
- Conducted individual lesson plans and activities for effective lesson uptake
- Prepared and taught lesson plans that are related to students' work and interest monitored students' progress
- Developed stimulating lesson plans and activities based on the needs and desires of the student
- Created various lesson plans for varying degrees of English instruction from beginner to conversation and advanced
- Prepared lesson plans, tests, and syllabus for all classes
- Increased professional communication skills by improving comprehension, vocabulary, speaking/listening/reading/writing skill, and facilitating Language Transfer
- Led Crash Intensive Program, focusing on acquisition of meeting, presentation, telephone vocabulary and functional skills
- Introduced new vocabulary to expand the students understanding of English
- Maintained oral communication skill to increase vocabulary and syntax and had students practice in professional setting
- Specialized in Executive English, medical terminology, Banking and Finance, vocabulary with focus on pronunciation/phonics
- Instructed & trained adult students (university-professional) in English language focusing on professional vocabulary and interactions
- Assume responsibilities of an instructor including professional development, assessment of students and designing curriculum targeting each student's company requirements
- Participated in monthly workshops to increase professional development and meet company objectives
- Planned & delivered stimulating sessions, write progress reports, attend staff meetings and continue professional development
- Maintained accurate, current/complete records to evaluate/attend/participate in ESL staff department meetings/professional development/conference/workshops/curriculum
- Conducted unique and engaging presentations on Corporate Communication, Business Presentations, Cultural Development, Business English and English Conversation
- Created the appropriate development plan for corporate executives to increase their profits, along with communication and negotiating abilities
- Gathered materials and created a curriculum in order to improve overall communication and cultural understanding for business students
- Prepared and delivered ESL lessons for business professionals
- Delivered specialized intermediate and advanced level training in Public Relations, Public Speaking, and Listening in a multinational environment
- Coached students on public speaking and presentation skills
- Helped students understand principles of business communications, enhance writing mechanics, and compose and produce business correspondence
- Provided the appropriate foundation for English language business communications.
Education
Bachelor of Arts in English Literature -
Mumbai University
Training of Trainers - undefined
IIT- Roorkee
06.2022 - Current
Skills
Excellent Presentation
Convincing skill
LMS- Learning Management System
Strong Analytical skills and proficiency with Microsoft Excel
Domain Knowledge
Team Management
Articulate Rise 360- Authoring Tool
E-Learning
B2B and B2C Sales
Training Facilitation
Associate Engagement
POSH Training
IT Training
Process Training
ADDIE model
Training Management
Program Management
Training Delivery Management
Leadership Development
Sales Training
Adult learning theory
Training Analysis
Behavioral Training
Remedial Training
Induction and Onboarding Training
Clerical Support
Analytical mindset
Creative and Resourceful
English, Hindi, Marathi Fluency
Staff Development
Instructor Evaluations
Self Motivation
Learning Outcomes Tracking
Strong Work Ethic
Effective Multitasking
Documentation Control
Interpersonal Communication
Scheduling and calendar management
Staff Scheduling
Administrative Management
Awards
- High Flyer Award, Expertrons, 03/07/2022
- Supreme Catalyst Award, Expertrons, 10/01/2021
- Best Speaker Award, The Times of India, 11/17/2019
- Highest Trainer Rating, Mastree, 11/01/2020
- Best Trainer, Rubicon Barclays, 06/01/2021
Achievemnets
- Recognized as an outstanding performer within six months of joining the team, attributed to high success rate performance
- Appointed as the Program Manager for Learning Management System (LMS), Knowledge Management (KM), and decision tree management
- Selected as the Program Manager for the Training Department as a result of exceptional performance and contributions
Timeline
Sr.Training Specialist
PhonePe Private
10.2022 - Current
Training of Trainers - undefined
IIT- Roorkee
06.2022 - Current
Soft Skills Training Lead
Expertrons
08.2021 - 09.2022
Employability Soft Skill Trainer ( Freelancing )
Rubicon Barclay's Life-Skill Training Program
08.2021 - Current
English Tutor
Mastree
05.2021 - 08.2021
Communication & Personality Trainer
Safal Women's Academy
11.2020 - 08.2021
Bachelor of Arts in English Literature -
Mumbai University