Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kupamma Yadav

Senior Process Trainer

Summary

  • Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction.
  • Proven ability to establish and maintain excellent communication and relationships with clients.
  • Dedicated to identifying customer needs and delivering effective solutions to all problems.
  • Excellent time management skills combined with a superior knowledge of the customer service industry.
  • Bilingual, hardworking, and ready to join my next team.
  • Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.

Overview

14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Senior Process Trainer

Tech Mahindra Limited
04.2015 - Current
  • Led process improvement initiatives, identifying inefficiencies in workflows and implementing strategies to optimize productivity.
  • Established metrics for tracking employee progress, ensuring continuous development and growth within the organization.
  • Managed the design and delivery of specialized training programs for specific roles or departments, catering to unique needs and requirements.
  • Streamlined training processes for increased efficiency, resulting in higher employee retention and satisfaction.
  • Collaborated with cross-functional teams to identify areas of improvement in existing processes and develop tailored training solutions.
  • Conducted regular audits of internal processes to ensure compliance with established standards and policies.
  • Coordinated closely with human resources in identifying skills gaps among employees and designing targeted training programs to address them.
  • Facilitated workshops for employees at various levels, promoting a culture of continuous learning within the organization.

Senior Customer Service / Inbound Department

Serco BPO
04.2014 - 06.2015
  • Developed and implemented customer service policies and procedures.
  • Improved response times with efficient resource allocation, ensuring prompt support for all customers.
  • Devised innovative problem-solving techniques to address unique client concerns swiftly.
  • Updated account information in each customer's record to keep data accurate.
  • Fostered a culture of continuous learning within the team by organizing skill-building workshops and seminars.

Senior Customer Service / Inbound Department

First Source Limited
10.2010 - 09.2012
  • Devised innovative problem-solving techniques to address unique client concerns swiftly.
  • Updated account information in each customer's record to keep data accurate.
  • Fostered a culture of continuous learning within the team by organizing skill-building workshops and seminars.
  • Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
  • Enhanced customer satisfaction by resolving complex issues and providing tailored solutions.
  • Established a positive work environment by fostering open communication and promoting teamwork among staff members.

Education

Master of Commerce

Chetna Collage
Mumbai, India
05.2001 -

TYB.COM

Chetna College
Mumbai
06.2006 - 04.2008

High School Diploma -

Maniben Nanavati College
Mumbai
06.2003 - 04.2005

Skills

Training delivery

Training design

Stakeholder Management

Learning Management Systems

Technical training

Coaching and Mentoring

Training delivery

Certification

MS-CIT

Timeline

MS-CIT

07-2015

Senior Process Trainer

Tech Mahindra Limited
04.2015 - Current

Senior Customer Service / Inbound Department

Serco BPO
04.2014 - 06.2015

Senior Customer Service / Inbound Department

First Source Limited
10.2010 - 09.2012

TYB.COM

Chetna College
06.2006 - 04.2008

High School Diploma -

Maniben Nanavati College
06.2003 - 04.2005

Master of Commerce

Chetna Collage
05.2001 -

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Kupamma YadavSenior Process Trainer