Olivia M.

• September 2012 – Till date
CompuCom CSI – Training Analyst
Roles & Responsibilities brief: CompuCom is a renowned IT delivery specialist that has several accomplishments under Consulting & Integration and Managed Services.
My role in this firm was to scale up all associates, leads, and selected managers in their conversational skills and conduct. At various stages I had to conduct in-depth Competency mappings to understand the needs of the associates and clients alike.
Special Achievement: Set a standardized process for the recruitment team to follow which ensures quality-hires at the very offset, followed by a robust training plan post joining to bring the associates up to speed.
I have also been certified on ITIL V3 as a part of my role at CompuCom

• 2010 – July 2012
WIPRO: Communication Site Lead for 3 voice Clients and 1 Non-Voice Client
Roles & Responsibilities brief: I worked with a team of 10 voice coaches directly reporting into me. Our main objective was to improve the customer satisfaction scores or decrease the dissatisfaction scores for the production associates.
My responsibility was to design and execute training plans based on the problem areas identified. My other responsibilities included Utilization management, people development, client management, content designing, up-skilling sessions etc.
Special Achievement: Green Belt Training certified. 1 Lean project successfully closed.

• 2009-2010
WIPRO: Account Manager – Hp [2009-2010]
Roles & Responsibilities brief: The job role of an Account Manager involved working as a direct contact SPOC for the Operations team and the Hp Client side team, for any Communication related feedback or requirements.
My responsibility was to be calibrated with all the stakeholders on the key deliverables. Based on this understanding, to present/conduct a training plan or refresher sessions for improving the communication abilities of the associates.
Special Achievement: Set standardized standards and scope of Hp Training as a function, at a pan India level.

• 2008-2009
WIPRO: Assistant Manager – Hp VNA team
Roles & Responsibilities brief: As a Training Manager for Hp’s VnA team, I had managed a team of 10 in-house trainers and 10 contractual trainers. It involved manpower and capacity planning for classroom based training batches: trainer allocation, trainer quality assessment, hiring vendor trainers – procurement and certification; Assessments: Calibration, Quality and Planning.

• 2007-2008
WIPRO: Voice and Accent trainer
Roles & Responsibilities brief: As a VnA trainer I have the necessary certifications on facilitation skills. In this capacity I have conducted training for approximately 150 batches for various business including Dell, Windstream, British Telecom etc. Based on personal merit, I was also selected as a pilot trainer for a US Based ISP process.
As an extra initiative I voluntarily undertook floor training for those associates who had observable errors in speech even post training.

• June 2006
WIPRO: Performance Coach
Roles & Responsibilities brief: The Performance Coach role was piloted as a sub vertical within the training team. The scope and span of the role was to take those trainees under our wing who could not clear the certification process despite 3 attempts. In this capacity, apart from training, my deliverables included, designing and developing content for trainees on:
- Pronunciation, Customer Service, and Conversation Skills,
- Training strategies, over and above regular classroom methodologies; to overcome learning curve issues.
- Coached approximately 35 batches with an average conversion rate of 90%
Special Achievement: I was awarded and recognized for notable contribution in reducing involuntary attrition due to performance issues.

• Sep. 2005 – June 2006
WIPRO: Quality Auditor
Roles & Responsibilities brief: Transaction Monitoring and feedback for front line agents.
Analyzing process based Customer Feedback and formulating Action plans and TNI plans.
Master calibrator for internal calibrations and nominated SPOC for client led calibrations.
Special Achievement: Led a certification programme for the VnA team on Floor Quality Metrices, to up-skill then on the process.