Vaishali Sharma
Ghaziabad
Overview
10
10
years of professional experience
1
1
Certification
Work History
Training Delivery Specialist
Google Operations Center
Gurugram
11.2020 - Current
- Conducting analysis of training processes, content, and delivery methods to identify gaps, inefficiencies, and areas for improvement
- Proactively identifying and addressing gaps and inefficiencies in training processes while applying process excellence principles to drive continuous improvement and enhance training effectiveness
- Applying root cause analysis techniques to diagnose training-related issues and determine underlying factors contributing to gaps or inefficiencies
- Streamlined training process, reducing batch delivery time from 7 weeks to an average of 5 weeks while maintaining high quality standards.
- Negotiated training timelines with project stakeholders and collaborated closely to develop a structured training framework and training agreement form for trainees, emphasizing governance and transparency
- Additionally, drafted other essential documents to ensure alignment with project goals and stakeholders' expectations, enhancing overall training effectiveness and compliance
- Collaborate with stakeholders, subject matter experts, and training participants to gather feedback, insights, and suggestions for enhancing training effectiveness and addressing identified gaps
- Developing and implementing targeted solutions and improvements to training processes, content, and delivery approaches based on identified gaps and improvement opportunities
- Tracking and measuring the impact of training enhancements on performance outcomes, productivity, knowledge retention, and overall effectiveness of training initiatives
- Providing data-driven insights to stakeholders during Training MBRs (Monthly Business Reviews), enabling informed decision-making and strategic planning to optimize training outcomes and drive organizational success
- Identifying bottom quartile performers, analyzing their performance trends and training gaps, and developing customized remedial training plans to enhance their performance
- Implementing innovative strategies to address individual pain points and motivate improvement in problem areas, fostering a culture of continuous growth and development.
Training Lead & Business Excellence Focal
Accenture
Gurugram
09.2017 - 11.2020
- Received cross-training on multiple projects and subsequently took the lead in developing and implementing comprehensive end-to-end training programs for multiple teams
- This involved understanding training needs, developing tailored content, establishing robust control frameworks, aligning with stakeholders, and delivering highly effective and efficient training sessions
- Recruited and onboarded more than 35 agents for the project by spearheading a referral program, conducting preliminary resume screenings, and leading initial round interviews to identify suitable candidates
- Demonstrated effective multitasking abilities in talent acquisition and team building
- Facilitated process improvement initiatives by leading workshops and implementing engagement activities to promote team participation in idea generation
- Designed and implemented engagement activities, such as poster campaigns and brainstorming sessions, to encourage the sharing of valuable process improvement ideas across the team
- Played instrumental role in conceptualizing and designing the agents' performance scorecard, collaborating closely with cross-functional teams and stakeholders to ensure alignment with organizational goals and process objectives
- Applied knowledge in process mapping, documentation, stakeholder engagement, and risk management to develop comprehensive process-related documents that support process improvement and operational excellence initiatives
- Developed SIPOC diagrams to provide a high-level view of processes, stakeholders, inputs, outputs, and customer requirements, facilitating process understanding and identification of improvement opportunities
- Established RACI matrices to clarify roles and responsibilities within process workflows, ensuring accountability and alignment across project teams and stakeholders
- Developed Standard Work Instructions (SWI) to outline step-by-step procedures for executing key processes, promoting consistency, quality, and compliance with operational standards
- Implemented Risk and Issue logs to systematically track and manage project risks and issues, enabling proactive risk mitigation and issue resolution to minimize disruptions to project timelines and deliverables
- Conducted Failure Modes and Effects Analysis (FMEA) to assess potential failure modes within processes, identify root causes, and prioritize corrective actions to enhance process reliability and performance
- Successfully documented and standardized critical process documents, enhancing clarity, efficiency, and consistency in project workflows
- Facilitated cross-functional collaboration and alignment by establishing clear roles, responsibilities, and process guidelines through RACI matrices and Standard Work Instructions.
Business Research Associate
WNS Global Services
Gurugram
04.2015 - 08.2017
- Provided end-to-end solutions to a leading Europe-based data services and business information provider, specializing in workflow solutions, leveraging Process Excellence methodologies to ensure efficiency and quality in service delivery.
- Resolved queries related to banking functionalities, executive changes, and other events raised by end users within specified timelines, employing stakeholder management techniques to meet and exceed client expectations.
- Achieved a 14% increase in data update rate by implementing targeted improvements, enhancing system performance and operational efficiency.
- Independently managed research assignments and executed projects from inception to completion, engaging directly with clients through proactive communication, managing expectations, and ensuring alignment with project objectives.
Research Associate Internship
Exevo India (Subsidiary of Moody's Corporation)
Gurugram
04.2014 - 09.2014
- Executed primary research via CATI (Computer Aided Telephonic Interviews) & CAWI (Computer Aided Web Interviews), ensuring data accuracy and reliability in information gathering processes.
- Interacted directly with C-Level Executives across global markets (UK, US, Australia, etc.) to gather project-specific feedback and insights, leveraging strong communication skills to ensure high-quality data acquisition and stakeholder engagement.
Education
PGDM HR -
Institute of Management & Technology
English Honors -
Delhi University
Skills
- Dynamic and results-oriented professional with experience in instructional design, facilitation, and training delivery Proven track record of leveraging strong communication, analytical, and project management skills to drive learning initiatives Seeking to transition into a process excellence role, applying expertise in change management, problem-solving, and continuous improvement methodologies
Certification
3 E certified trainer
GOC pGM Foundations
SIx Sigma White Belt Certified
Six Sigma Yellow Belt [In Progress]
Certified Scrum Master [Scrum Alliance: Badge ID: 1924835-csm]
Change Management Foundations
Affiliations
- Member of Toastmasters International (Gzb Club)
Accomplishments
- Project Thought Excellence
- Cloud Marketing Hyderabad Expansion project:
Spearheaded the end-to-end training program for the Cloud Marketing Hyderabad Expansion project, overseeing the training of 101(~90 agent) resources over a 2-month period. Through proactive coordination and seamless execution, I earned recognition with Touchstone and Star Award for my exceptional delivery of this virtual training initiative across diverse teams(inclusive of Agents, QAs, Trainers and Team Leads). This was done by first getting myself cross skilled in Cloud Marketing and then training two new trainers and a HC of close to 90 associates across HYD and GGN, with a certification percentage of 98% and a nesting quality of 95%."
- Project DoSt [Documents Standardization initiative]
- Project Upskilling
- VSM study for RSO Ads' Onboarding workflow
- Project Gamelab
- Planned, Organized and facilitated first virtual townhall:
First virtual townhall: Led the planning, organization, and facilitation of the first virtual town hall meeting at the onset of remote work (WFH) due to COVID-19. Developed the event sequence, defined key activities, and collaborated with multiple teams to incorporate engaging engagement activities, ensuring a successful and impactful session that fostered team connectivity and effective communication during the transition to remote work. Received stakeholders appreciations as well.
Timeline
Training Delivery Specialist
Google Operations Center
11.2020 - Current
Training Lead & Business Excellence Focal
Accenture
09.2017 - 11.2020
Business Research Associate
WNS Global Services
04.2015 - 08.2017
Research Associate Internship
Exevo India (Subsidiary of Moody's Corporation)
04.2014 - 09.2014
PGDM HR -
Institute of Management & Technology
English Honors -
Delhi University