3.
• Worked with BANK OF AMERICA Home Retention Division process.(Oct
08 to March 09) TTT programme and Voice coach, Quality & Personality
Development.
• Worked with Genpact India for 3yrs as a process developer, Relieved as a
SME trainer.(Sep 04 to June 08),Lean black belt MT.
Responsibilities:
• Maintaining the Monthly training tracker for 7 processes
• Sustain Knowledge for stable processes thru Process Knowledge Test and
TNA
• SOP Audit on a quarterly basis
• Maintaining the Compliance Tracker
• Training nominations based on Training Need Analysis (TNA) / Training
Roadmap for every employee (TREE) for behavior and skill based trainings
• Conduct in house Trainings based on TNA
• Conduct New Hire Orientation Training
• Conduct PreProcess Training
• Develop Content based on TNA
• Develop Learning paths for New Hires in the business
• Front Line Manager (FLM) Certification TNA and Roadmap for new FLM
• Responsible for Knowledge Transfer during transitions
• Supported 2 remote transitions
• Ensure Cross Training is adhered every month
• Support the hiring team to hire voice resources
• Partnered with the Education @Work Team and achieved the highest turnout
of 62% enrolments across the Centre of Excellence
• Personality development overview Cooperate standards
Certified on:
• Essential Facilitation skills (Train the Trainer (TTT) Level 1)
• Conference Call Essentials
• Cultural Navigator
• Email/Business Writing Skills