Karen Pereira

Experience

• 

  AC Nielsen

  May 2014 - Jul 2014

  Market Research
• 

  Vodafone

  Jun 2015 - Nov 2021

  Customer Operations Training - AGM

  June 15 - Till Date Vodafone India Pvt. Ltd.Key movement from Vodafone Mumbai Circle office to Vodafone Corporate officeResponsibilities –• Create and implement project plan and execution• Training trainers all over India on the new project, product and process• Measuring Quality for respective process on weekly and monthly basis. • Identifying defects/gaps in the process and designing plan of actions to eliminate / minimize the defects.• Content creation for every line of business like, Retail, call center and back office• Online creation of game on Raptivity and LMS to assess various topics• To assess individual trainer as well as the overall training program • Determine the appropriate time to make advancement on projects and move on to further stages • Identifying training needs through process knowledge test and dipstick • Identifying defaulters in the process and highlighting the do’s and don’ts • Ensuring RCA on areas of concerns and devising strategy to improve the same • Creation of content for training of systems, products and processes and its end to end deployment of new projects for 23 circles of Vodafone• Heading Vodafone Sumeru – launch of new Siebel CRM , handling the set up with complete training and have smooth flow of business needs • Building content for New products and services• Creation of content for enhancing customer experience via SMS communication, EDM’s, Scripts and customer centric letters• Creation of content for employees on VSearch (Vodafone Education System)• Create learning engagement and create support material to enhance learning process by using tools• Conceptualization and execution of people initiatives with Vodafone team• Supporting marketing team with all the new launches by creating content for the same Show less

• 

  Deloitte

  Nov 2021 - now

  • Senior Consultant

    May 2024 - now

  • Consultant

    Nov 2021 - May 2024