IdentityEXPERIENCE
1] ICICI First Source {formerly One Source} [November 2003- May 2007 ---Sr. Soft Skill Trainer [Learning & Development Sr. Training Executive]
Awarded:-
1. The Most Outstanding Performer Award
2. The On Trac Star Certification Award
Certified for:
a)Train the Trainer,
b)Excel in Excel
c)Transactional Analysis Certification in Behavioral Science,
d)Business Presentation.
Trained in:-
a)Yellow Belt {Project in process}
Involved in:
a)Conducting the Final Assessment for Pre-process & Process
b)Recruiting new trainees for the central pool as well as for the process.
c) Involved in auditing CSAT through calls of agents.
d) Conducting soft skill training, developing training modules
e) Conducting Buzz sessions & Refreshers.
f) Monitoring Calls & giving feedback
g) Calibrations, maintaining records & sending Pareto reports
h) Devising modules for voice / email / back office process.
Achievements:
a)Promoted to Sr. Training Executive Learning & Development.
b) Successfully trained & handled Voice; E-mail / Back Office training & monitoring.
c) Successfully implemented Star presentation learnings to enhance call quality.
d) Devised Modules & PPT Presentations to train agents.
e) Have formulated auto generation of Pareto/ Pivot reports & charts, to avoid duplication of work as well as save time.
Began as a CSA (Tier 1) for a UK process [voice-inbound] handling financial products. Passed the Accreditation examination, went on to become Sr.CSA [Tier 2].
Passed the IJP Exams & was selected as a QA. For 8 months was monitoring calls giving feedbacks to agents & TLs also mentoring agents so as to successfully improve the efficiency of the agents & bring them to their full potential while maintaining 0--zero errors. Calibrating calls with Operations dept.& clients to maintain the SLRs & quality assurance.
Successfully cleared another IJP & was selected as a Communication Coach for a UK process. Conducting soft skill,behavioral & voice & accent training too. Training agents in Customer Service also monitoring calls & giving refresher training for agents scoring low quality scores so as to achieve & maintain the excellent Customer Service on calls.
2] Healthnet Medical Transcription Training Institute [ 10/2000 - 8/2001 Mumbai]---Worked as English Language & Grammar Trainer ---Teaching Trainee Medical Transcriptionists --- professionals e.g. Doctors, Engineers, Software Engineers & College Students of age groups 16-70 years.
Wrote a Manual for English Usage.
3] Chate Coaching Classes [Sole English Language & Grammar Teacher 5/2000 - 5/2002 Mumbai]--Worked as the sole English Language & Grammar Teacher for 3 of its 20 branches ----- Malad - East, Thakur Complex at Kandivli - East & at Goregaon - West ---Teaching Std.V111, 1X, X (SSC), X1 & X11.
Handled 20 batches simultaneously [each batch having 65 -70 students].
4] Learners Institute [Proprietor/Administrator /English Teacher 24 Years Experience 3/1976 - 6/2000 Mumbai.]
Conducted Own Coaching Classes Teaching the following subjects: - English Prose, English Poetry,
English Grammar, History, Civics, Geography & Economics from K.G [ Kinder Garden ] to S.S.C [ Std.X ] from 1976—2000.
Wrote a Guide for the students for English, History and Geography subjects.
EDUCATION
Office Automation Course- 2000
Windows, MS Office (Word, Excel, PowerPoint), Net Surfing
Edan College [6/1974 -Mumbai]
successfully completed the Secretarial Course. [Vocational- Diploma]
St. Xavier`s College [5/1974 Mumbai]
Bachelor`s {Graduate} Degree (BA Hon.) English Literature & Cultural History of India. --Took part in the socio-cultural activities of the college.
Oak Grove School [ISC (Cambridge) 3/1969-Uttaranchal-Mussoorie Equivalent (12th, Jr. College)]
1.Won trophies & medals for inter school swimming competitions.
2. Was editor of school magazine.
3. Played in inter school hockey matches & Won the Duke of Edinburgh Award.
4. Won batches in Girl Guides.
Blog : http://sanusmusings.blogspot.com ---has about 85 poems/articles/essays written by me.
Author Stream: http://www.authorstream.com/sanukorada/Sanu-Korada/--- which has received 7000+ views on my
slide shows
FB page: https://www.facebook.com/SantwanaKorada ----- This has my opinions in the form of articles & poems
SKILLS
1.Windows, MS Office (Word, Excel, PowerPoint),
2. Net Surfing,
3. Communication Skills
4.Editing, English Correspondence.
5. Copy Writing, Summary Writing.
6. Content writing. Grading.
7. Mentoring, Counseling.
8. Blogging
9. Making PPT presentations
10. Writing poems, articles.
SOFT SKILLS
1.Strong oral and written communication skills including report writing experience.
2. Relationship building skills.
3. Good team player with ability to coordinate with teams.
4. Ability to meet deadlines & work under pressure.
5. Deliver one-to-one coaching as well as conduct classroom training sessions.
6. Calibrate calls and provide effective feedback for further improvements.
7. Track progress and maintain records of all training activities
8.Developing & delivering training modules under specified time frames
9.Interdepartmental communication & coordination.
10. Implement motivational programs to ensure higher levels of performance
11.Actively involved in designing and rolling out new training modules in the areas of Customer Service, Communication Skills and Effective Call Handling.
12. Associated with the BPO industry as a Communication Specialist and a Soft Skills Trainer.
Personality Traits:-
1.Good business communication skills.
2. Team Player.
3. Strong organizational skills and attention to detail.
4. Positive attitude and presence, ability to interact with many levels.
5. Able to perform in a complex and changing environment.
6. Strong Service Orientation.
7. Flair for training.
8. Structured and systematic working style.
LANGUAGES FLUENT IN
1.English.
2. Hindi.
3. Gujrati.
4. Marathi.
ADD ITIONAL INFORMATION
EX TRA CURRICULAR ACTIVITIES
1.Conducted girl guides camps.
2. Organized parties for 100 students at a time.
3. Won Trophies & Certificates in Inter School Swimming Competitions.
HOBBIES
1.Reading & Writing. [articles & poems]
2. Listening to Music.
3. Gardening & Long drives.
4. Surfing the Net.
5. Interacting with people.
Certified
