Vidushi
Learning And Development Leader
Gurgaon
Summary
Innovative and results-driven training leader, driving organizational excellence through transformative learning initiatives. Thinks from first principles, relishes discomfort, and believes in touching reality, which fuels a commitment to maintaining uncomfortably high standards slating to highly customer-centricity. Over a decade of experience leading learning and development initiatives across diverse industries, including healthcare, e-commerce, marketplace, and customer service. Adept at crafting tailored training solutions to meet the specific needs of teams and individuals, resulting in enhanced performance, heightened customer satisfaction, and excellent onboarding experience. Skilled in leveraging a diverse array of training methodologies, from traditional classroom settings to cutting-edge e-learning platforms, to create engaging and impactful learning experiences. Known for adeptly aligning training strategies with organizational objectives and fostering collaborative partnerships across departments to drive organizational success.
Overview
12
12
years of professional experience
Work History
Training Manager
Clipboard Health
1 2022 - Current
- Crafted bespoke training program from the ground up for the department, spearheading initiatives to refine training methodologies. This strategic overhaul resulted in accelerated onboarding processes, with new hires consistently achieving 80% in quality metrics and boasting a 90% in customer satisfaction within their initial 30 days.
- Guided and directed a team of adept training professionals in conceptualizing and executing training programs tailored to enhance customer experience. This endeavor encompassed overseeing a workforce exceeding 300 individuals spread across 6 call center partners, each specializing in different communication channels.
- Upheld high standards of work within the team. Each direct report consistently achieved ratings of 3 out of 5 and above in performance evaluations. Furthermore, several team members demonstrated significant growth and advancement, transitioning into higher positions within the organization as a testament to their development under my guidance.
- Elevated overall customer satisfaction from 74% in February 2022 to 89% by December 2022, maintaining it consistently above the 90% mark thereafter. Rigorous deep dives, reality-touching exercises, defect hunts, targeted coaching plans and continuous improvements to the training program drove this.
- Successfully achieved a remarkable 30% reduction in onboarding time while upholding the highest standards of training quality. This milestone was attained through strategic initiatives, primarily the scaling up and strategic deployment of an advanced Learning Management System (LMS). Complemented by creating dynamic, interactive training content specifically tailored for remote teams, this was achieved by employing a diverse array of training methods, including Instructor-Led Training (ILT), self-paced modules, micro-learning, experiential learning, gamification, and hybrid models, which ensured a multifaceted and engaging learning experience for employees.
- Orchestrated the implementation of a centralized training function, optimizing resource allocation and standardizing training delivery. Developed and managed training budgets, allocating resources effectively to maximize training impact and efficiency.
- Established robust key performance metrics and evaluation frameworks that provided actionable insights into training effectiveness and return on investment. These metrics served as a compass for continuous improvement, facilitating data-driven decision-making and ensuring sustained organizational growth.
- Collaborated seamlessly with leadership and product teams to align training initiatives with overarching organizational goals and strategic priorities, fostering synergistic partnerships that propelled the company toward its objectives
Deputy Manager, Training and Quality
TATA 1mg
06.2018 - 12.2021
- Managing training and quality function for Centre of excellence - Customer experience, that includes post-sales support for e-pharmacy, e-diagnostics, e-doctor consultation and patient support programs
- Managing training and quality control for CX at two vendor partners with 300 associates, Social media and Grievance team
- Responsible for end to end training and quality related operations including new hire training, training need analysis, measure training adherence and effectiveness, content development, reviewing training calendars, maintaining trainers and QAs scorecards, creating and updating process SOPs, reviewing vendor partners for call/chat/email quality and process hygiene, BQ management, penalties on compliance breaches and improving CSAT
- Understanding of traditional and modern training methods (mentoring, coaching, OJT, classroom training, e-learning, workshops, LMS, knowledge management system, simulations, video based learning nuggets)
- Design and update customer communication templates which are highly humanized and empathic for non-voice process (Chat and email support)
- Providing insights for automations to improve customer experience, first response time, FCR and CSAT
- Reduced on-boarding time by 40% by systematizing training approach across all outsource vendor partner
- Successfully led transition to cost effective model by re-ramping 150 associates to outsourced call center as per business requirement, this was done remotely in challenging and unprecedented times owing to COVID-19
- Improvement in CSAT by 15% by tech-automations and continuous monitoring and mentoring associates.
Assistant Manager, Training
ShopClues
12.2015 - 08.2017
- Conducted orientation sessions and organized on-the-job training for new hires in customer service team
- Designed SOPs, training modules, knowledge base, and update training records
- Identify training needs and delivering trainings basis it
- Examining & reviewing effectiveness of the training programs, making changes if needed to improve utility of the programs
- To liaise with operations in achieving CSAT & other SLAs
- Preparation of monthly and quarterly reviews for training function
- Preparation of planned Training calendar and communicate same to relevant stakeholders
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
Corporate Trainer & Senior Quality Analyst
Allianz Global Assistance India Pvt. Ltd
02.2014 - 11.2015
- Conducted new hire process and soft skill training for insurance and automobile sector
- Prepared training calendars, dashboards, instructional material
- Monitored calls and provided feedbacks to associates for improvement
- Accountable for weekly, monthly and quarterly training and quality reports and dashboard
- Maintained SOPs, process guides, knowledge database
- Participated in client reviews to appraise management regarding team performance.
Process Trainer & Quality Analyst
YEBHI.Com, Shop Online Trading Pvt Ltd
01.2012 - 01.2014
- Conduct training for new hires on process knowledge, soft skills & company induction
- Designed, modified and prepared training modules and SOPs
- Identified training needs and conducted training for process improvement
- Conduct product knowledge assessments
- Monitored Calls and shared feedback to associates
- VOC data analysis for process improvement
- Conduct Call Calibrations.
Skills
Timeline
Deputy Manager, Training and Quality
TATA 1mg
06.2018 - 12.2021
Assistant Manager, Training
ShopClues
12.2015 - 08.2017
Corporate Trainer & Senior Quality Analyst
Allianz Global Assistance India Pvt. Ltd
02.2014 - 11.2015
Process Trainer & Quality Analyst
YEBHI.Com, Shop Online Trading Pvt Ltd
01.2012 - 01.2014
Training Manager
Clipboard Health
1 2022 - Current