Sasi Rekha S

Sasi Rekha Stanley (M- Email:--------------------------------------------------------------------------------------------------------------------------------------------------------- OBJECTIVES With a good professional and a proven track record I aspire to join an organization wherein my ability, diligence & extensive experience are utilized in achieving maximum results for customers while working towards the company’s objectives SKILLS Proficiency in conducting T&D programs, providing corporate training to meet the needs at operational levels as well as employee development, employee behavior and at leadership levels. Identifying training need assessment, preparing annual & monthly training calendar. Publishing training metrics regularly. Content development, introducing and framing secure policies to safeguard key areas of the organization. Create SOPs and record management. Exceptional communication, presentation & mentoring skills. KEY ACCOUNTABILITIES Training and Development: Facilitated workshops on campus to corporate, customer service, communication skills (basic, intermediate and advance level), Global Culture, Work place etiquette, Team work, Interpersonal skills, Facilitation skills, email etiquette, V&A training, Corporate etiquette, leadership training & problem solving methodology. Preparing training calendar on weekly, monthly, half yearly and annual basis. Customer Relations: Managing stakeholders, customer communication across multiple lines of business on operational milestones, process changes, handling & resolving escalations. Process Improvements: Drive process improvements and keep pace with growth while motivating team members to meet the challenges of an extremely deadline-driven environment. Content Development: Creating training modules & business SOPs. Resources created through PowerPoint presentations and assessments, participants guide and facilitators guide, hand-outs, job -aids for the workshops and designing templates for training activities. Designing monthly campaign mails. PROFESSIONAL EXPERIENCE HDFC BANK Limited as Training and Quality Manager – June 2017 till date Oct'17 Job responsibilities Responsible for Training of all (New and existing) VRM staff at the unit on Behavioral skills, Products, Processes, Relationship Building and Policies of the Bank to ensure best in class customer experience Facilitate Induction trainings and refresher trainings Conduct product training and Mock sessions for service and income, products as designed by business teams Call observation, conduct mock sessions and coaching sessions to encompass business focus, reduce complaints and relationship management through exceptional service and customer experience Alignment and Calibration of quality standards of VRM staff for Q&A team and VRM supervisors Measure service delivery impact and gaps and recommend higher standards of observations and training delivery Reporting of local data/MIS for team/Unit TNA and design Leadership development training Hewlett Packard as Knowledge Management Lead (L&D Team) - Apr 2011 to May 2017 Job responsibilities Training and development: Delivering training and learning needs. Revamped the training module and brought about a system to train, evaluate and move the associate into production with a shorter ramp up time than the existing model. Operations team located in various global nodes were brought together and tied under the same module which yielded systematic training and consistent outputs Trained over 1000+ associates across all cadre Evaluate training effectiveness, recommend solutions and implement changes as necessary Training on soft skills, e-mail communication and telephone etiquette. Development of programs on team building & process training Documentation of SOPs and governance Cross training, Back up planning and half yearly re-certification Activities in detail: New hire Onboarding End to end hiring process, back ground verification, pre joining formalities Effectively managed high volume recruitment activities during peak hiring season Induction (overview on company policies and benefits, work place etiquette, dress code, etc) Preprocess training for new hires Facilitating New Employee Orientation (program management and attendance management) Graduate NEO – 5 days (campus to corporate training) Global culture training, work place etiquette training delivery New hire survey rollout, publish report, trend analysis for all the accounts in PAN India Employee engagement – Monitor attrition and come up with strategies to reduce attrition; fun at work activities Rewards and recognition activities Monitor attrition trends and Process Training Deliver process onboarding (overview of the account, F&A cycle, RACM) Training governance, conduct assessment, monitor their performance and report the determine skill gap between current and corporate requirements End-to-end Learning Solutions to meet Business Objectives, Handled Leadership Development & Management Development Program Reviews SOPs & process documents of the team, ensure its updated effectively and in a timely manner Review service delivery per agreed SLAs and TATs for the process owned. Lead \ initiate projects per business requirements, process improvements for new hire + ongoing Cross training, Back up planning and re-certification Talent Readiness (Customized Learning Solutions and projects) for both middle management and leadership team Training Audits (Reports, Policies, and Dashboards) both for new hires and tenured employees. PWC audit spoc for the Centre; assist delivery team in preparing them for the audit and close looping the observations Developed and integrated talent, performance, learning interventions Participate in monthly performance calls Professional Skills Training Co-ordinate with internal stake holders Training Need Analysis to plan for financial year training programs for tenured employees Coordinate with Global L&D team to prepare the curriculum Research and develop training content for functional training and soft skills/behavior topic Program management – In house Training Programs Training delivery – Process, core skills and behavior training. Delivered Training across cadres. Monitor and evaluate training effectiveness (pre and post training) and report to the operations team on a timely manner Publish monthly core skills dashboard Plan for any need based training to showcase the best results MIS Maintain various MIS related to training Publishing training dashboard to business stakeholders Projects handled: TNA, Need based Training, F&A academy, Communication gym, Accent hub, Hire Train Deployment, Succession Planning, One graduate Program, training content development and delivery, competency mapping, Leadership development programs and Gamification Special Workshops attended during the tenure as a trainer: Life by Design by Puja Gupta Presentation skills – Radhika Subramanian – Glow Warm Consulting Influencing and Negotiating – Dr. Ambasuthan Emotional Intelligence – Ms. Shampa Sarka – MARG Driving High Peformance Culture – Total Training Innovations Team work - Pegasus The Awakening – Sidra Jafri – Success Gyan Internal certification Train the trainer – HP Global L&D Campus to Corporate – HP Global L&D Global culture and business etiquette Interpersonal skills Creative thinking Domain certification – PTP and OTC Previous job experiences HCL BPO Technologies Limited - Senior Customer Service Executive Working period (May 2007 to April 2011) Job Description Scrutinizing the credits of office supplies for the customers Creates and maintains databases for research queries from a wide variety of internal and external sources Validating the credits by performing researches for the credit acknowledgement Maintaining 100 % accuracy & quality in moving the credits of supplies Interprets, evaluates and clarifies research requests to determine its credibility Identifies and evaluates the appropriateness of the data and resources; conducts customized internal data extractions as needed Identifies, troubleshoots and resolves inquiries on external and internal research data and acts as research resource person for the team, senior administration, client & Customer Participates in professional organizations and maintains current knowledge of the organization Ensure client servicing requirements are met or exceeding the client's expectations while building a strong client relationship Take responsibility and ownership of the Research and act as a single point of contact for a particular client Contribute to development of team objectives to deliver client value, and deliver results to meet or exceed objectives. Process trainer – Train the new hires on the complete product and process knowledge Ensure trainees performance fitness prior to go live, qualify performance on completion of training Retraining existing Callers incase quality scores do not meet the required standard Conduct refresher courses/ retrain for new process and updates Conduct interactive sessions with teams to generate ideas and have discussion on overall quality issues Maintain records of results for training and retraining programs to provide feedback to Customer Relationship Executives Update daily & monthly MIS and submit required reports Six Sigma Yellow belt Increasing quality for 'Credit only' in Office Depot - Phoenix Benefits : To increase the quality accuracy from an average of 93.60% to 99% Around $1.6 million savings for client. Kaizen Awards Implementation of online assessments Benefit: Will improve the process knowledge and create awareness to all employees and to cope with the process update received. Preparing a complete document before getting started to the job by copying all the downloaded credits and sorting out them based on the credit types Benefit: Will help the agents perform much faster and customer gets benefited at the earliest. Perot Systems Financial Transaction Executive-Work period Sep'03 - Apr'06 Job description Payment posting - Duties include posting payments, adjustments, denials and rejections for manual insurance checks, patient checks and Medicaid electronic remittance to the correct client/patient/line item, by the deadline, with accuracy Collection agencies payments Process training to new hire Production and quality monitoring for new hires Strengths Proven strength problem solving, coordination and analysis. Able to easily connect with people, presentation skills, technical understanding and analytical mind. Strong Knowledge in Industry research, Competitive Intelligence, data collation, with team work synergies to meet strict deadlines Recruited, educated, planned and supervised workers Able to handle pressure and set priorities Education B.Sc (Botany and Industrial Microbiology) -2002 from Women's Christian College, Chennai MBA Human Resource- Madras University – 2010 Certifications Certified Trainer and Facilitator from CAMI (Carlton Advanced Management Institute – Middle Earth Consultants) Trained PMP (40 hours) from SABCONS NFNLP Basic Practitioner – Aravamootham and Sumathi Narayanan, NFNLP USA Certified Learning and Development Manager – Middle Earth Consultants Transactional Analysis – TA 101 Certifications Reference Available on request Thank you, Sasi Rekha Stanley