* Awarded ACE Awards by SVP and Country Manager - 6 times * Designed a creative project called the DAIS for COE Readiness ; * Post India COE certification in 2016, the project became a Best Demonstrated Practice for APEC CS ; * Spearheaded the `CS International Week' for the last 9 years ; * Spearheaded the R&R for the last 8 years ;

Conduct skills verification (tests) to ensure that relevant CS skills and competencies are current and effectively trained.  Plan, design and develop training programs and materials (including Train-the-Trainer Training for CS Managers/Supervisors) or source external training to support outstanding Customer Service standards.  Ensure post-implementation review of processes and analysis of data is carried out to gauge – where applicable and feasible – theDevelop appropriate performance metrics for the evaluation of customer contact skills and competencies, which will facilitate the identification of CS-related training needs gaps.  Develop, maintain and update a comprehensive and effective internal training programme aligned to the CS department’s and company’s training objectives  Lead and provide clear objectives for the CS analyst in assigned tasks to facilitate the achievement of CSD departmental goals  Evaluate external training consultants on appropriate training for CS staff  Perform scheduled call monitoring and service audits to (via various contact media in the Customer Contact Centre) that CS personnel are continually working towards delighting customers through consistent and excellent service standards.  Coordinate and roll-out a specified number of CS Frontline Training for new recruits yearly

Develop appropriate performance metrics for the evaluation of customer contact skills and competencies, which will facilitate the identification of CS-related training needs gaps.  Develop, maintain and update a comprehensive and effective internal training programme aligned to the CS department’s and company’s training objectives  Lead and provide clear objectives for the CS analyst in assigned tasks to facilitate the achievement of CSD departmental goals  Evaluate external training consultants on appropriate training for CS staff  Perform scheduled call monitoring and service audits to (via various contact media in the Customer Contact Centre) that CS personnel are continually working towards delighting customers through consistent and excellent service standards.  Coordinate and roll-out a specified number of CS Frontline Training for new recruits yearly

* Designed and executed successful campaigns till date in various categories like Mystery Shopping, Revenue Generation and Upselling campaigns called the Maalamaal 1 and 2 (2016), Winter Soldier (2016), KaChing (2015), Numero9 (2014), Moolah Buddies (2013), Survival of the fittest (2012), Fast 2 Furious programs for SDS products (2012-2013) , CPL-Customer Premier League (2010) to increase TDX and SVP revenue * Special focus on EXT in 2016 ;

* Has earlier experience in Contact Centre and Key Account Support, before being promoted in the Training role * Knowledge of CS processes and systems as a Subject Matter Expert conducting Training programs ; * The current role includes identification, design and deployment of Learning & Development interventions that include Systems / Technical, Behavioural and Experiential training ; * Also provides cross functional training to teams in Gateway, Operations, Finance ; * Designs the Customer Service Induction Program keeping the stakeholders' requirements and business needs ; * Works with stakeholders to formulate Individual Development Plan (IDP) for Customer Service India, and drives its implementation through various channels. 62% IDP completion - Highest ever for CS ; * Maintains the Training database, MIS and Reporting ; * Also involved in Business Process Improvements with Operations ; * Drives Rewards and Recognition program - Process, Design and Roll out in CS ; * Internal Auditor for Customer Service Function ; * Delivers CIS Trainings - Welcome to my Country, CIS F1, CIS F2 and CIS Quality for cross functions, apart from CIS CS trainings - Systems, Process, and Soft Skills ; * Designs Employee Engagement Activities to engage the CS team through weekly activities ; * EOS Engagement scores in CS improved to 95% - an increase of 9% over last year ; * EOS Learning & Development scores in CS improved to 94% - an increase of 4% over last year ; * Facilitates calibration for customer care and claims team. Conducts role plays from its findings ; * Design and execution of tracing quality tips every week to tracing teams, both customer care and key accounts ;

commerce, member of the IVR

commerce, Bachelor of Commerce

commerce