Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic
Prajakta Rankhambe

Prajakta Rankhambe

Assistant Training Manager
Pune

Summary

Dynamic and results-driven Training Assistant Manager with a proven track record in designing and delivering high-impact training programs across international support channels. Adept at leading large teams, driving performance, and ensuring seamless process transitions. Skilled in both soft skills development and technical training, with a strong customer-centric approach and the ability to thrive under pressure. Passionate about mentoring new hires, aligning training with business goals, and fostering operational excellence through strategic collaboration and innovation.

Overview

9
9
years of professional experience
4
4
Certifications

Work History

Assistant Manager in Training

EXL – NEXT
12.2021 - Current
  • Spearheaded end-to-end training for new hires across international voice and webchat support, ensuring operational readiness from day one
  • Designed and facilitated soft skills workshops to boost communication, empathy, and customer engagement across teams
  • Maintained direct client interactions to align training initiatives with evolving business goals and expectations
  • Conducted weekly syncs with operations to share client updates and drive performance alignment
  • Provided on-floor coaching and real-time support to enhance agent performance and confidence
  • Led seamless transitions for new processes and business verticals, minimizing SLA impact and ensuring business continuity
  • Integrated advanced AI tools to strengthen both technical and behavioral competencies across teams
  • Managed multiple process and software transitions with minimal disruption to service delivery
  • Certified in Train the Trainer (TTT), upholding high standards in instructional design and facilitation
  • Oversaw a high-impact process with 250+ headcount, demonstrating strong leadership, planning, and execution
  • Promoted to Assistant Manager in February 2025, recognized for consistent performance and strategic contributions

Product/Process Trainer

Concentrix – Barclays
02.2021 - 07.2021
  • Selected as part of the pilot batch, contributing to the launch and development of new business verticals
  • Actively engaged in daily client interactions, building strong relationships and gaining insights into the banking sector
  • Played a key role in the Colleague Engagement agenda, fostering a positive and connected workplace culture
  • Delivered impactful training sessions and was consistently appreciated by leadership for performance and dedication
  • Networked across departments, strengthening cross-functional collaboration and rapport with stakeholders at all levels
  • Demonstrated versatility and a strong learning mindset, quickly adapting to new challenges and domains
  • Supported business development efforts through teamwork, strategic input, and operational execution
  • Recognized for professionalism, enthusiasm, and ability to drive engagement and learning outcomes

Product Trainer

Concentrix – Virgin Media UK
01.2020 - 03.2021
  • Promoted to Trainer role, entrusted with leading product training for Virgin Media’s semi-technical broadband support process
  • Currently serving as a Product Trainer, specializing in broadband services and associated product knowledge
  • Successfully managed training batches of 40+ advisors, ensuring consistent delivery and operational readiness
  • Delivered structured learning modules covering technical troubleshooting, product features, and customer handling techniques
  • Played a key role in bridging knowledge gaps and enhancing advisor confidence in resolving broadband-related queries
  • Maintained high engagement and performance standards throughout training cycles, contributing to improved customer satisfaction
  • Adapted training content to align with evolving product updates and process enhancements

Customer Service Executive

Concentrix – Amazon UK
08.2016 - 01.2020
  • Delivered prompt, efficient support to Amazon Sellers via phone, email, and chat, ensuring a seamless service experience
  • Resolved complex seller issues using multiple tech platforms, consistently achieving first-contact resolution
  • Maintained clear and professional communication with strong attention to detail across all interactions
  • Demonstrated a customer-centric approach while managing sensitive concerns with empathy and professionalism
  • Took ownership of team goals, actively driving performance, collaboration, and strategic direction
  • Trained new team members and ensured process knowledge remained current and consistent across the team
  • Acted as a liaison between clients and third-party teams, facilitating smooth end-to-end resolution of seller concerns

Education

Bachelor of Arts - English Literature

Savitri Bai Phule Pune University
Pune
04.2001 -

Higher Secondary School -

Nowrosjee Wadia
Pune
01.2016

Skills

    Expert in delivering upskilling, refresher, and soft skills training to enhance team performance and engagement

    Skilled in active listening and rapport building to foster trust and effective communication

    Strong analytical mindset paired with excellent verbal and written communication abilities

    Proven leadership in organizing teams and executing strategic plans with precision

    Committed to delivering exceptional customer service and maintaining high satisfaction levels

    Proficient in Microsoft Office Suite: Word, Outlook, Excel, PowerPoint, and Access

    Experienced in training facilitation and instructional design, ensuring impactful learning experiences

    Adept at providing operational support and engaging with clients to align training with business goals

    Effective in conflict resolution and problem-solving, even in high-pressure scenarios

    Highly adaptable and resilient in dynamic, fast-paced environments

    Detail-oriented with excellent time management and a consistently positive attitude

Certification

Certified in Train the Trainer (TTT) program.

Interests

Adding more skills, meeting new people, Listening to music, spending time with family and friends

Timeline

Assistant Manager in Training

EXL – NEXT
12.2021 - Current

Product/Process Trainer

Concentrix – Barclays
02.2021 - 07.2021

Product Trainer

Concentrix – Virgin Media UK
01.2020 - 03.2021

Customer Service Executive

Concentrix – Amazon UK
08.2016 - 01.2020

Bachelor of Arts - English Literature

Savitri Bai Phule Pune University
04.2001 -

Higher Secondary School -

Nowrosjee Wadia

Similar Profiles

CREATE PROFILE
Prajakta RankhambeAssistant Training Manager