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Paramita
India-West Bengal-Darjeeling
Trainer
To share learning and help in the advancement of organisation and self
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training and development solutions to corporate organizations.
Role - Facilitator
Key Responsibilities:
• Training delivery
• Preparing training plans and designing modules for the trainings facilitated
• Conducting periodic assessments to analyse the effectiveness of training
• Providing individual coaching to participants to enhance learning
• Preparing reports and documenting all activities conducted during a training program
• Constantly observing and analyzing the participants’ learning behavior to upgrade and innovate on learning modes, to increase productivity
• Interacting with Clients, to generate new business and maintain excellent client relations
Subjects on which I have delivered training:
• Customer Service:
Customer Service cycle
Customer Handling Skills (Empathy)
• Various aspects of communication:
The Art of Listening
Telephone Etiquettes
Teleconference etiquettes
Email and report writing etiquettes
Functional English
Accent Neutralization and Sensitisation (US and UK, primarily)
• Personality Development :
Analytical Skills
Coaching Skills
Leadership Skills
Client Interaction Skills
Motivating Skills
• Training and Mentoring Trainers
Work Description: -
• Trained new and vintage employees of Progeon, Pune, for their voice and non- voice processes (These training were aimed at developing the written and spoken communication skills, culture sensitization and imparting a hands-on knowledge of MS Office)
• For AXA – I, Pune
o Facilitated Voice and Accent and Customer Service training, for the new employees of AXA
o Provided classroom training as well as intensive coaching and evaluations on Customer Service, for the AXA – I, Household Property Team
• Facilitated Communication Skills training for the Engineers of Mahindra Engineering, Pune
• Conducted training modules for the Engineers in ACS (Affiliated Computer Solutions), in Corporate Communication
• Conducted an Accent Neutralisation and Sensitization program for the Engineers of JP Morgan, Bangalore
• Conducted baseline evaluations and designed a training program for Accent Neutralisation and Business Communication Skills for the Engineers of HP, Bangalore
• Facilitated induction and Voice and Accent trainings for the new and vintage employees of Deutsche Bank
• Presently, I am conducting a long-term project on Communication, for Deutsche Bank, Bangalore. This is an ‘on the job training’ which involves coaching and monitoring 150 employees of a specific process in terms of their Written and Verbal Communication
EXL SERVICES – Pune, Maharashtra (October 2004 to November 2005.)
Company Profile - India\'s NO 1 third party BPO services provider, is a wholly owned subsidiary of EXL Service Inc, USA.
• September 2005 to November 2005 – Allstate Insurance Company
Promoted to a ‘Customer Experience Analyst’ (CEA)
Key Responsibilities:
• Analyzing the Customer Care skills of the customer care executives
• Predicting the customer satisfaction levels and collating with the actual customer satisfaction scores
• Providing feedback, based on the calls audited, with respect to the call handling skills
• Providing required trainings to maintain and further upgrade the standard of the customer service skills
• Analyzing and overall Scores of the representatives, collectively and individually to assist them in achieving and exceeding the targets set
• Providing support in ensuring the best of Customer Care and Services that would add value to the relationships between Allstate Insurance Company and its customers
• Besides analyzing the Customer Care Skills, I was also the first CEA chosen to amalgamate the activities of a CEA and a QCA (quality control analyst). For this, in September 2005, got certified in Fundamental Insurance Training and thereon, got process trained
•October 2004 to September 2005 – Dell Customer Care
Role - Customer Care Executive
Key Responsibilities:
• Receiving calls and handling non-technical issues for DELL customers, in US
• Ensuring First Call Resolution for the customers
• In cases that required follow-up, assisting the Assistant Manager of the team with such activities
• Ensuring the best of Customer Care and Services that would add value to the relationships between Dell and its customers
• Providing unparalleled Client Satisfaction and Customer Care
HIRSAH & CO. - Kolkata, West Bengal (February 2000 to May 2003)
Company Profile - This Company is a vendor to public sector oil companies like ONGC.
Role - Marketing Executive
Key Responsibilities:
Here I acquired hands-on experience of dealings with customers by communicating with them for procuring business as well as conducting required after sales service.
3. Projects and Workshops
For Drukonnet Business Services Ltd. (June 11th – July 20th 2007)
I visited Bhutan, to work on a short term project with this company
Company Profile – Drukonnet Business Services Ltd., is the brainchild of the Princess and the third sister of His Majesty Jigme Singye Wangchuck, the 4th Hereditary Monarch of Bhutan and Mrs. Januki Nepal who is a partner and an Executive Director of the company.
This third party BPO extends high-quality business and technology services. Drukonnet offers - focus on process excellence and endeavors to deliver constant and consistent productivity improvements for maximum impact to the bottom line.
My role:
• Understanding the Training Needs and the Learning Curve of the work force in Bhutan
Upgrading and Managing the Communication Training database (All Training matter was customized to fit the trainees’ needs)
• Training and assessing the employees of the company on:
Functional English
Accent Neutralisation
Accent Sensitization (USA)
Culture Sensitization (USA)
Customer Service
• Preparing reports and training plans depending on the relevant analysis
• Providing Individual Coaching and Feedback to the participants
For Toonskool
Company Profile: Toonskool is an animation’s institute, which is affiliated to the Karnataka State Open University. It has branches in various cities in India, like Bangalore, Kolkata, Mumbai, Hyderabad etc.
I conducted a workshop for this institute, to create awareness among the Faculty members regarding the need to revolutionize the teaching methods, to achieve greater success with their learners. This workshop was held on 9th August, 2007, in Bangalore.
4. Academic Degrees
• Advance Diploma In Fashion Technology: Three years course in Fashion Technology from ‘Wigan & Leigh College’, Kolkata. (2000-2003)
• B.Com – Accounts Honors from Jalan Girl’s College, Calcutta University. (1997-2000)
• I.S.C. with Commerce from Calcutta Girl’s High School. (1995-1997)
• I.C.S.E from Calcutta Girl’s High School. (1994-1995)
5. Achievements
While working in EXL Services, I have been certified for attending the Human Resource Development programs, `The Platform Skills`, graduating from which I went for `Train The Trainers- level 1`, since I aspired to be a Trainer. In the Platform Skills I scored 86% and thereafter in the TTT training I scored 96%, which is as yet, the highest score in the organizatio
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