Resume

Work Experience

December 2023 - Present

May 2023 - September 2023

Convergys (now Concentrix) (2007 - 2009)

Aditya Birla Mincas (2010)

Firstsource Solutions Limited (2010 - 2013)

Nov. 2022 - May 2023

I worked as a freelance format/editor for a book author in the USA.

February 2021 - present

Assists in managing the production which entails generating ideas and executing the project.
Creates social engagement calendar for each season.
Ensures projects are implemented by monitoring progress through constant coordination and using Airtable.
Assists in creating socmed content using Canva and scheduling posts using FB Business Suite and Tweetdeck.

Firstsource Solutions Limited (2013 - 2020)

24-7 Intouch (2021 - 2022)

Assists in managing people related data in order to drive better management decisions.
Follows programs closely to assess effectiveness and make proactive changes to meet changing demands.
Liaises between multiple business divisions to improve communication.
Develops HR modules and other relevant training materials to develop the skills of people leaders and measuring success by establishing key performance indicators specific to the training delivered.

Responsible for the process training delivery.
Responsible in the transformation of new hire trainees to full time BAU agents through checks and progressive counselling / coaching for better training yields.
Facilitates and creates BAU refreshers and up-trainings for any process related updates or address operational pain points, which includes simplifying business processes for the understanding of agents and support teams.
Participates in RCA discussions, training needs analysis, and quality calibrations to help keep up with the changing needs of the business and also to keep the curriculum updated.
Sample and evaluate outbound and inbound calls for accuracy and conformance to the quality standards.
Reports results of evaluations to stakeholders on a weekly and monthly basis.

2013 - 2015

2002 - 2005