Snehal Kilanjar has over 7 years of experience in process training. She has led training teams and trained on various processes such as collections, customer service, and technical support. She is skilled in developing training content, facilitating sessions, and mentoring trainers. Her objective is to drive positive learning and enhance business performance.

1. Snehal Kilanjar
Phone: +91 9739 396 396
E-mail: snehalsk@hotmail.com
Career Summary
• A seasoned professional with over 7 years’ experience in Process
Training for varied processes such as Collections, Customer Services,
Technical Support and Back office
• Attended client training on Facilitation Skills and Delivery
Methodology in the UK and Ireland
• Led one of the Operations process KRAs towards improvement and
helped the process in meeting the client target
• Reputation for drafting clear and concise communication while
interacting with clients and internally.
• Able to groom and positively influence audience during training
sessions for associates as well as leadership executives
• Highly committed to achieving good results by maximizing others’
potential through careful assessment and acknowledgement of their
personal skills
• Mentored and led teams of trainers to work according to the goals set
by the clients
Job Objective
To facilitate and drive a positive learning atmosphere and enhance
business involvement to achieve overall performance

2. Professional
experience
Firstsource Solutions Ltd., Mumbai and Bangalore
Aug 2004 – Nov 2013
Senior Process Trainer
International
• Led entire client and internal ID management for multiple sites. Also
recreated the ID process to make it simpler and quicker.
• Led a team of trainers in the ramp batches when the client launched
their Email operations. Was involved in ensuring up-to-date training
content, trainer alignment, planning of batches, certification and go-live
and keeping the client posted about the progress
• Contributed in mentoring trainers through observations, feedback
discussions, attended client calibrations for the activity and helped
trainers achieve required levels of development through continuous
one-on-one sessions
• Attended GROW model training and facilitation training programme
conducted by the client. Further led the implementation of this in all the
batches in training
• Involved in critical discussions with client and constantly led both
verbal/ non-verbal communication with client representatives
• Played key role in launch of product/ applications by clients by
designing training sessions and involved in providing feedback for
progress
• Designed and led several training sessions, product knowledge
seminars, sales strategy and training.
• Awarded certificate for Overall contribution to training.
• Identified for being certified on the new training methodology
programme conducted by the client in UK and Ireland. Led and
supervised implementation of these changes within all batches in
training at the Bangalore site which upped the productivity and helped
meet client goal
• Cross-skilled on Customer Services, Semi-technical, Back Office and
Collections processes and facilitated training for multiple processes and
clients
• Trained batches in Mumbai and Bangalore for a Collections process and
single-handedly supported them in their OJT (On Job Training).
Achieved high-end results on the quality of calls taken
• Obtained expertise in grooming freshers into professionals with the
required skill-set of an international caliber
• Formulated modules and executed various process changes
• Migrated back-to-back batches for process ramp-ups
• Monitored the productivity and performance of agents and identified
training requirements

3. • Guaranteed a promising training experience consistently
• Earlier worked as a Quality Analyst and Customer Service Executive
which involved monitoring calls, providing feedback to agents on the
floor and answering customer queries respectively.
• Awarded The Soul Food Star for performance excellence in coaching
and feedback training programme conducted by the client.
• Attended the New Leader’s Orientation Program and certified.
• Completed the Excel in Excel and Yellow Belt Training
• Worked for the pilot team of the Business department serving business
customers with queries through the white-mail and email medium.
Updating account information as requested by the customers and
achieving the daily and monthly SLAs for number of emails and white-
mails processed along with quality.
• Recognized for performance in the back-office department with the
‘Perfectionist Award’ for achieving all SLAs and helping the team to do
the same by sharing best practices.
Domestic
• Played a key role in setting up the Training Team at the new delivery
site. Involved in organizing the Training setup with the help of the
Infrastructure, Technology and Transition Teams. Trained pilot batches
for one of the leading domestic telecom clients
• Was chosen to lead the entire Training Team during the absence of the
Training Manager for a period of 2 months exceeded expectations
during the stint
• Managed the planning for certification and go-live of 7 batches with a
yield of over 85%
• Prepared multiple comprehensive training planners for a process ramp
• Managed the alignment of trainers across various new-hire and refresher
projects within the process
• Facilitated cross-training of executives to meet the Operations
requirements
• Co-ordinated with Operations to ensure that all new-hire batches go-live
as per schedule
• Realigned the shift-tmings of batches to ensure effective cost-
management in terms of transport etc.
• Took up the initiative of improving the complaince % for one of the
process KRAs of monthly quizzes and successfully achieved high-end
results. Also awarded, the Extra Miller award for this achievement.
• Designed a new scorecard format for the trainers with key metrics which
was accepted by the clients and helped improve team performance
IBM Daksh Mumbai, Maharashtra
Feb 2004 - July 2004

4. Financial Analyst
• Supported client-base for Citibank, North America
• Administered financial solutions for customers and provided advise on
various banking products
• Excelled in identifying client requirements and matching them with
company’s products and services
Vertex Pvt. Ltd Gurgaon, Haryana
Oct 2003 - Feb 2004
Business Associate
• Handled and managed customer information for a UK based Utility
Provider called United Utilities
• Faced customers and resolved various account-related queries and
offered required solutions
• Rated as one of the best agents in training and production for providing
high-quality customer-service
vCustomer Pvt. Ltd Mathura Road, New Delhi
Oct 2002 - Sept 2003
Customer Care Representative
• Accepted catalogue sales-orders from customers for a voice-based
project called Target
• Achieved appreciation from clients and management for high-sales
• Was further transferred to a pilot batch of another process and
successfully met the client-requirement in terms of volume and quality
Kidstuff Promos & Events Mumbai & Delhi
Jan 2001 - Oct 2002
Promoter & Event Manager
• Carried out varied promotional activities for a vast client-base such as
Kwality Walls, Sunsilk, Intel Pentium, Rai & Sons, Compaq, etc.

5. • Activities include in-shop promotions, exhibitions, events, road-shows,
contests etc
• Managed events at the Delhi branch and coordinated for promotions
along with training promoters
Pristine Care Products Mumbai
Prior to Jan 2001
Freelance Promoter
• Promoted distinguished products at trade shows and exhibitions
• Handled face-to-face contacts with new and established customers
• Enhanced product-sale and contributed to brand awareness
Education Bachelor's Degree of Commerce from The University of Mumbai,
Maharashtra in March 2007
Key Competencies
• Training specialist in managing & developing organization capability
• Employee Development on Training & Retention
• Setting up Training Teams, Trainer Transitioning, Hiring and
Developing Trainers.
• Client Communication and Management, Training Delivery and
Content Development Aspects.
• TTT, Trainer Certifications, Training Audits, Feedbacks and Trainer Life
cycle Development.
• Training Operations / Business L&D role & deliverables,
understanding business & aligning goals
• Industry Training Practices, Metrics & TNA
• Customer, People & Team Management
Personal Details
Address:
Languages Known:
D6, 4th floor, J Block, Golden Orchid Apts, 10/8 Kasturba Road, Bangalore
– 560001
Marathi, English, Hindi and Sndhi

6. • Activities include in-shop promotions, exhibitions, events, road-shows,
contests etc
• Managed events at the Delhi branch and coordinated for promotions
along with training promoters
Pristine Care Products Mumbai
Prior to Jan 2001
Freelance Promoter
• Promoted distinguished products at trade shows and exhibitions
• Handled face-to-face contacts with new and established customers
• Enhanced product-sale and contributed to brand awareness
Education Bachelor's Degree of Commerce from The University of Mumbai,
Maharashtra in March 2007
Key Competencies
• Training specialist in managing & developing organization capability
• Employee Development on Training & Retention
• Setting up Training Teams, Trainer Transitioning, Hiring and
Developing Trainers.
• Client Communication and Management, Training Delivery and
Content Development Aspects.
• TTT, Trainer Certifications, Training Audits, Feedbacks and Trainer Life
cycle Development.
• Training Operations / Business L&D role & deliverables,
understanding business & aligning goals
• Industry Training Practices, Metrics & TNA
• Customer, People & Team Management
Personal Details
Address:
Languages Known:
D6, 4th floor, J Block, Golden Orchid Apts, 10/8 Kasturba Road, Bangalore
– 560001
Marathi, English, Hindi and Sndhi