Tripti Singh Balaji

Experience

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  Nipuna Services Limited

  Mar 2005 - Oct 2007

  Senior Training Specialist

  • Conducted classroom & web-based training on voice and accent neutralisation, soft skills, inter-personal relations and culture sensitisation.• Conducted TNA and created corresponding action plans.• Developed training modules for the entire organisation.• Conducted pre-hiring assessments & recruitment pan India.• Call monitoring, assessment, rectification and coaching.• Mentored new trainers.• Assisted in the conduct of various Train-the-Trainer (TTT) programs

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  OSI Optoelectronics AS

  Oct 2007 - Mar 2009

  Senior Training Manager

  • Spearheaded training for the entire Organisation.• Established a tailor-made Training Team including interviewing & selection of trainers & coaches.• Aligned the Training Solutions with the Company’s global strategic goals.• Analysed and structured organisational training based on best practices. • Designed a quality control system based on surveys of instructors/ managers and participants. • Conducted training capsules for Senior Managers.• Authored training manuals, SOPs, presentations and training videos.• Carried out the complete recruitment of the in-house BPO.• Worked in close liaison with OSI worldwide to align training programs in consonance with global standards including Coaching and establishing SOPs for US-based technicians on Customer Handling. Show less

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  Freelance (Self employed)

  Mar 2009 - Aug 2019

  Corporate Trainer

  Indian Army, Ministry of Defence, Government of IndiaECILReliance RetailWIPROFidelity InternationalV Customer

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  Anvayaa Kin Care Private Limited

  Sept 2019 - now

  Head Customer Experience

  • In my role as the Customer Experience Head, I am at the helm of crafting memorable interactions that resonate positively with our members. My strategic leadership ensures that every touchpoint contributes to elevated satisfaction levels, reflected in key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). My approach is not just about resolving issues; it's about creating an environment where customer satisfaction becomes a natural outcome. • With a successful track record, I excel in setting up and optimizing support centres. I've played a key role in establishing a customer-centric support hub, defining processes that enhance efficiency and satisfaction. My expertise extends to ongoing process refinement, leveraging technology for seamless operations. I bring a proven ability to handle final-level escalations, resolving complex issues with a high success rate• Innovator in At-Home Dementia Care for Elders - A Success Story of Personal Growth and CollaborationIn my role as a trailblazer, I embarked on a transformative journey to introduce an at-home dementia care process for our company, now a thriving and impactful service. This innovative initiative is not just a professional achievement but a testament to my commitment to personal growth and collaboration.Recognizing the complexities of dementia care, I proactively upskilled myself by delving into the latest research, attending relevant workshops, and earning certifications in the field. This investment in knowledge allowed me to work alongside experts, gaining invaluable insights and ensuring the development of a program grounded in best practices and the latest advancements in dementia care.Leading the charge from concept to execution, I collaborated closely with professionals in the field, incorporating their expertise into the at-home care model. This journey has not only contributed to the company's growth but has also made a meaningful impact on the lives of those we serve. Show less