Karishma.K Johnson

Experience

• 

  Serco

  Jan 2014 - Feb 2015

  Customer Service Representative

  Worked as a CCE in banking and telecom process for 1 year where I got experienced in Voice modality and used to handled calls for English skill set. Received award as best CCE multiple times and recognised by clients as well

• 

  Intelenet Global Services

  Feb 2015 - Sept 2017

  Process Trainer

  Got Certified by Telecome clients for Product as well as Soft skills training. Trained around 20 batches for Telecome and Banking Voice processes and always delivered Throughput of 90+. Rewarded as best trainer of the month twice, basis the performance.

• 

  Teleperformance

  Sept 2017 - now

  Basis the tremendous journey of past years, achievements and dedication to sustain on the achieved performance even in pandemic situation (COVID) got chance to be elevated for next nevel and promoted as Manager Training for similar client. Experienced to Handle a team of 2 leads and 10 trainers under them. Work under the pressure of huge Ramp even during pandemic and not only delivered but over achieved the defined targets. Rewarded as Best Training Manager for H1 2021. Experienced in preparing modules for the performance improvement projects in regards to the production targets achivement. Launched multiple projects including gamification of the content and got appreciation from clients. Also, got the opportunity to train sister sites from India and abroad on the training initiatives as per client requests. Show less Worked as AM Training and handled a team of 15+ trainers for a famous Food delivery and transportation client. Initially started with India based customer and later on got opportunity to work for International customer based under same role and client. Experienced to handle the ramp of 1500+ folks and 150+ batches. Experienced in preparing Batch plotters, Room allocation and trainer planning for huge Ramps. Launched multiple process performance improvement projects and shown tremendous efficacy. Got chance to visit Phillipines as a site/city representative from training to be certified as Customer Experience Coach and become certified customer experience specialist from client end to transfer the knowledge and certify others on site for the same. Nominated for LSSYB training by the Direct Manager and become certified in Six Sigma Yellow Belt. Show less Worked as Senior Trainer for a well known Food delivery client. Trained more than 40 batches with 95+ yield%. Rewarded as Best Trainer of the month multiple times and Best Trainer of the year from client end. Launched multiple Projects for the process performance improvement in regards to soft skill and process KPI scores betterment. Got chance to visit Mohali for the launch and business expansion. During the launch period, have interacted with different clients and represented Training Department based on which got opportunity to get promoted as Assistant Manager Training. Show less

  • Senior Training Manager

    Apr 2024 - now

  • Training Manager

    Apr 2021 - Apr 2024

  • Assistant Manager Training

    Aug 2018 - Mar 2021

  • Process Trainer

    Sept 2017 - Jul 2018