Yeeshu .

Experience

• 

  Wipro BPO

  Sept 2011 - Oct 2013

  Communication Trainer/Coach

  New hire training - Voice and Accent: Evaluating new hires on the basis of communication by conducting mock calls for them. Maintaining reports like voice profiler, Behavioral report card, Employee life cycle, Probable Attrition, etc.Handling all admin related work for the batches (Access enabling, roster management, batch closure, Org restructuring, etc.) Content creation (as per requirement)- Empathy statements reference sheets, Ownership statements reference sheets, reference sheets for pronunciation of process specific words, etc.Module completion, PPT driven and E-learning. (Pronunciation –Sound foundation, Grammar, Culture and Customer service) Performing soft skill reinforcement sessions during process training. (Conducting mock calls with the process trainer and sharing feedback around pronunciation, grammar and customer service- responses, politeness, professionalism, etc.Assessing the trainees in the process phase on the communication parameters- pronunciation, grammar, customer service, etc.Coaching/Floor support: Auditing live and recorded calls.Sharing feedback regarding the calls audited.Conducting soft skill training sessions for agents on the floor and batches in OJT in order to help them communicate effectively on calls. – Commonly observed feedback, grammar, pronunciation, customer handling, listening comprehension, customer service, etcTraining new hires on the Culture module prescribed by the organization. (UK/US culture)Developing content basis the audits to improve the communication skills of the agents. (Commonly made pronunciation errors, commonly made grammatical errors, error trends- Tenses, SVA, Indian-isms, responses, etc.)Creation of reports (Training need analysis, Defect Analysis, Non sat analysis, Review decks etc.) Show less

• 

  Freelance

  Dec 2013 - Mar 2014

  Voice and Accent Trainer

  Freelance Voice and Accent training for brands like HCL Technologies.This was core New Hire Training around Sounds, Grammar and Customer service to enable trainees develop the skills required to interact with clients based internationally, and to be able to clear the Versant asssessment in order to do so.

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  Sopra Steria

  Apr 2014 - now

  My responsibilities as a Training and Quality specialist included end to end Soft Skills solutions, detailed below:> Interviewing candidates (Communication/V&A round)> Creating training content for the new hire batches as well as existing employees.> Training new hires as well as existing employees on skills like, Grammar, Sounds, Customer service, Active listening, Listening comprehension, UK Culture, etc> Monitoring calls and sharing feedback on soft skill parameters> Conducting mock call sessions as per requirement.> Up-skilling back end resources on communication skills.etc. Show less

  • Experience Design Lead for the Technical Expertise Center

    Jan 2024 - now

  • Branding & Communications Lead (TEC)

    Jan 2023 - Jan 2024

  • Sr. Analyst : Engagement, Branding, & Communications (TEC)

    Jan 2022 - Dec 2022

  • Manager : Training & Creative Services (RPA)

    Jan 2021 - Dec 2021

  • Training & Creative Lead (RPA)

    Oct 2018 - Dec 2020

  • Project Management Officer

    Apr 2016 - Sept 2018

  • Training and Quality Specialist

    Apr 2014 - Mar 2016