Learning & Development Manager at Teleperformance
I have over 14 years of experience in L&D and client success.
Let's ConnectAbout Me
As a Learning and Development leader, I empower teams through strategic training initiatives and client engagement. With over 14 years of robust experience, I excel in nurturing talent and driving process improvements while focusing on exceptional customer satisfaction. My commitment to excellence is reflected in numerous accolades, including being ranked as a Best Assistant Manager. I'm also COPC Yellow Belt certified, skilled in quality tools and methodologies that enhance operational efficiency.
Services
Team Training Programs
I design and implement tailored training modules that enhance team performance.
Client Relations Management
I facilitate effective communication and interactions with clients from diverse backgrounds.
Performance Analysis Consulting
I utilize quality tools to analyze processes and drive data-informed improvements.
Organization Level Audits
Meticulously conducted cross-departmental audits, ensuring organizational guidelines were executed with absolute precision.
Experience
Manager Learning and Development
1. Direct a team of 8 Assistant Managers responsible for delivering global career development training. 2. Leading global cross-skilling initiatives for the entire organization on the Workday tool. 3. Implemented competency-based performance management systems, resulting in clear skill expectations and enhanced stakeholder development. 4. Coached managers on effective techniques for providing constructive feedback, leading to improved employee performance.
Assistant Manager Learning and Development
1. Facilitated career development workshops for global and Pan-India stakeholders. 2. Developed tailored training programs and prepared instructional videos for long-term departmental use. 3. Created and led training batches for Six Sigma Yellow Belt (YB) certification.
Assistant Quality Assurance Manager
1. Led a team of 25 Quality Analysts and a QA Lead, managing weekly client calls and knowledge-sharing sessions. 2. Spearheaded "Project INNOV," automating daily activity logs (DAL), scorecards, and incentive calculations. 3. Ensured 100% accuracy in quality parameters through "Audit-the-Auditor" activities and regular performance reporting.
Assistant Manager Customer Care
Quality Analyst
Customer Service Representative
Education
February 2008 - April 2011
Bachelor of Science - BS
University of Allahabad, Allahabad
February 2006 - April 2007
12th from CBSE Board
St.Vishna.R.R.N.School
February 2004 - April 2005
10th from CBSE Board
St.Vishna.R.R.N.School
