Vivila Johnson
Mumbai
Summary
To leverage expertise in designing and delivering innovative learning solutions that empower individuals and teams to achieve their full potential, while driving organizational growth and fostering a culture of continuous improvement.
Overview
9
9
years of professional experience
Work History
Senior Analyst – Commercial Academy (Learning & Development)
Maersk Global Service Center
11.2021 - Current
- Administer E2E Commercial Academy Program Management Structure to offer visibility of program status to all concern stakeholders
- Configure learning platform as per program requirement
- Continuously monitor progress/status of assigned projects by owning administration of learning platform which needs to configure for all concern program
- Coordinate with Learning Partner / Business Stakeholders / technical teams for Training Need Identification
- Continually identify area of process improvement and automation within Commercial Academy Program Structure
- Communicate with subject matter experts and stakeholders to obtain necessary information for developing learning materials – if needed
- Own developing and publishing of periodic status updates, newsletters/e-magazines for team and academy programs
- Managing end to end lifecycle of Learning Programs, Facilitating virtual learnings, Content Development for various learning programs and Animated Visual creations
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed customized reports, summarizing and presenting data in visually appealing format.
Content Development
Porter India
04.2021 - 09.2021
- Training Content Creation – PPTs, Flow Chart, Call Flow, Knowledge Base Creation & Modification
- Videos based on Content for Self-learning purpose
- Assessment Creation & re-engineering on Google Form
Product/Process Trainer
Porter India
04.2021 - 09.2021
- Training New recruits and assisting them through OJT phase
- Call Audits and sharing one on one & group feedback
- Daily briefing and updates shared with the team as per the client and process requisite
- Knowledge Tests conducted every month to gauge process understanding on latest updates
- Leading mock call, call listening and call calibration for the process
- Ensure Order, structure & focused/management attention to customer’s problems to gain complete customer satisfaction
- Review & Identify root cause for all escalated cases & complaints thus using the information to improve continuously within service delivery teams
Quality Team Leader
Porter India
04.2021 - 09.2021
- Handled auditors of multiple accounts – Audit Count, Audit Analysis, RCA, Fatal Call Analysis
- Facilitated weekly quality briefing to improvise the quality scores of the verticals
- Performed Audit of Audits to check for errors and thus enhance efficiency by One-on-One feedback method
Product/Process Trainer
Teleperformance DIBS India
02.2017 - 12.2020
- Recruiting new candidates and screening for further Client Round of Interview
- Conducting Induction, Orientation and assisting new recruits with various joining formalities
- Training New Recruits and assisting them through the process
- Set goals and objectives for Team / Individual in line with organization and company directions
- Quick Resolution to the customer Complaints, and escalations by coordinating with Clients
- Process Improvement through Assessment Re-Engineering, Gamification, and latest training tools
- Daily briefing and updates shared with the team as per the client and process requisite
- Knowledge Tests conducted every month to gauge process understanding on latest updates
- Leading mock call, call listening and call calibration for the process
- Maintaining a training repository on update records and documents related to process updates, training logs and discussions
- Worked as acting Team Leader and Quality in their absence for a specific period
- Worked as an Acting Assistant Manager - handled multiple accounts and respective stake holders
- Monthly Team data and Manco report generation and collation of different processes
- Case based audits - V look up and Pivot technique
Content Development
Teleperformance DIBS India
05.2016 - 12.2020
- Training Content Creation for various line of businesses – Healthcare and Retail
- PPT, Word & Excel – based training content creation and modification
- Assessment creation and gamification through various tools
Customer Service Representative
Teleperformance DIBS India
05.2016 - 02.2020
- Resolving B2C queries through inbound, outbound and e-mail activities
- Handled B2B queries through e-mails
- Maintaining trackers and inventories through Salesforce CRM
- Promoted as Subject Matter Expert for Training & Development
- Worked with Salesforce CRM and conducted multiple UATs to develop Client SAP
Education
Xth -
Eminence Public School
Kerala03.2011
XIIth - Science Education
Eminence Public School
Kerala03.2013
Bachelor of Science -
St. Xavier’s Autonomous College
Mumbai05.2016
Skills
- Communication
- Training facilitation
- Team Handling
- E-mail Management
- Poster Presentations
- MS PowerPoint
- Animation Video Design
- Training Content Development
- Content gamification
- Analytics software
- Client management
Languages
English
Hindi
Konkani
Malayalam
Kannada
Hobbies and Interests
- Reading
- Travelling
Personal Information
- Date of Birth: 02/28/96
- Gender: Female
- Nationality: Indian
- Marital Status: Married
- Religion: Christian
Timeline
Senior Analyst – Commercial Academy (Learning & Development)
Maersk Global Service Center
11.2021 - Current
Content Development
Porter India
04.2021 - 09.2021
Product/Process Trainer
Porter India
04.2021 - 09.2021
Quality Team Leader
Porter India
04.2021 - 09.2021
Product/Process Trainer
Teleperformance DIBS India
02.2017 - 12.2020
Content Development
Teleperformance DIBS India
05.2016 - 12.2020
Customer Service Representative
Teleperformance DIBS India
05.2016 - 02.2020
Xth -
Eminence Public School
XIIth - Science Education
Eminence Public School
Bachelor of Science -
St. Xavier’s Autonomous College
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