Summary
Overview
Work History
Education
Skills
Certification
Achievements
Timeline
Generic
Sanobur Jahan Shaikh

Sanobur Jahan Shaikh

Senior Process Trainer
Mumbai

Summary

Professional process trainer with strong focus on team collaboration and achieving results. Proven ability to develop and implement effective training programs, ensuring seamless adaptation to evolving needs. Skilled in instructional design, process optimization, and performance analysis. Reliable, adaptable, and driven by commitment to excellence in training and development.

Overview

8
8
years of professional experience
2
2
Certifications

Work History

Senior Process Trainer

Wipro
09.2021 - Current
  • Training new hires on reservations and ticketing in Amadeus.
  • Delivered engaging presentations and training sessions, adapting content to suit the learning styles of diverse audiences.
  • Conducting training for supervisors and support desk staff on complex re-issue and advance reservation ticketing, which includes manual calculation and refunds.
  • Conducting training on the Frequent Flyer Program and cross-market training.
  • Facilitated workshops for employees at various levels, promoting a culture of continuous learning within the organization.
  • Created unique materials to support training programs.
  • Provided coaching and mentoring to employees.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Evaluated and improved existing training materials to ensure accuracy, relevance, and effectiveness.
  • Implemented train-the-trainer programs to standardize knowledge delivery, achieving a consistency rate of over 98% and C-sat across the accounts.
  • Recognized for achieving attrition reduction by 10% through effective training engagement and career development initiatives.


Investigation Officer

Wipro
04.2021 - 09.2021
  • As an investigation officer, I used to investigate complaints and compliments for the site.
  • Client interactions and handled escalations in a professional manner.
  • Maintained an exemplary clearance rate by effectively prioritizing caseloads based on urgency levels.
  • Verified compliance with codes and documented findings.
  • Presented investigation findings to stakeholders in a clear, concise manner, facilitating informed decision-making processes.
  • Proactively identified areas of vulnerability within the company''s security infrastructure, leading to necessary improvements being implemented swiftly.
  • Conducted briefings to reduce the negative experience and staff error and improve the quality.

Customer Service Supervisor

Wipro
04.2019 - 04.2021
  • Supported L1 staff in resolving complex reservations and ticketing issues, escalating to supervisors as needed.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Handled CEO-level and PDPA cases, including the preparation and review of investigation reports.
  • Boosted customer satisfaction ratings, conducting in-depth analysis of feedback and implementing necessary changes.

Customer Service Executive

Wipro
05.2017 - 04.2019
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Handled high-volume customer interactions via calls, emails, and live chats, ensuring timely, accurate support, and achieving First Call Resolution.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new hires on reservation software, ticketing rules, escalation protocols, and accelerated their ramp-up and performance huddles to reinforce best practices.
  • Applied forward-thinking strategies, such as personalized email follow-ups and post-interaction surveys, to boost customer satisfaction.

Education

Masters - Accounting And Finance

Mumbai University
Mumbai
04.2001 -

B.com - Commerce

Mumbai University
Mumbai, India
04.2001 -

Skills

    Training delivery

    Coaching and mentoring

    Employee engagement

    Subject matter expertise

    Teamwork and collaboration

    Problem-solving

    Time management

Certification

IATA Certified

Achievements

  • Top Call Handling & C-sat Top Performer
  • Best Quality Performer
  • Top performer in managing escalations
  • Recognized by clients in delivering Customer Service Training.


Timeline

Train the Trainer Certified

07-2022

Senior Process Trainer

Wipro
09.2021 - Current

Investigation Officer

Wipro
04.2021 - 09.2021

IATA Certified

06-2019

Customer Service Supervisor

Wipro
04.2019 - 04.2021

Customer Service Executive

Wipro
05.2017 - 04.2019

Masters - Accounting And Finance

Mumbai University
04.2001 -

B.com - Commerce

Mumbai University
04.2001 -

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Sanobur Jahan ShaikhSenior Process Trainer