Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Clare Fernandes

Summary

Highly Result & Growth Oriented assignments in Business Process Outsourcing. To leverage on the inherent and acquired communication, Client Services, Customer Service and people management skills to contribute to the organizational objectives. Areas of Excellence include Training & Development People Management Customer Service Client Relationship Management Client Services Facilitation Skills Presentation Skills Communication skills Hardworking Senior Trainer enthusiastic about teaching employees and developing new skillsets. Creates lesson plans and supporting materials, as well as coordinates meeting spaces and administers tests. Over 5 + years of related experience conducting classroom and virtual training sessions. Hardworking Senior Trainer enthusiastic about teaching employees and developing new skillsets. Creates lesson plans and supporting materials, as well as coordinates meeting spaces and administers tests. Over 5+ years of related experience conducting classroom and virtual training sessions.

Overview

7
7
years of professional experience

Work History

Sr. Trainer

Rayden Interactive
01.2022 - Current
  • Worked on formation of a new process and implementing client needs
  • Developed and implemented lesson plans and teaching aids such as reference materials and videos.
  • Recruited, trained and mentored new hires.
  • Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
  • Oversaw day-to-day functions of training department.
  • Developed and improved training courses to increase staff performance and overall training effectiveness.
  • Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
  • Evaluated training needs to improve training quality.
  • Provided virtual training and online presentations.
  • Delivered comprehensive training to new employees and newly graduated and hired officers.
  • Chaired staff and monthly management meetings, communicating current progress towards training goals to staff and senior management.
  • Designed new assessment system used to evaluate instructors and automate performance reporting.
  • Increased graduation rate by 16.35% through working closely with new hires low performers.
  • Arranged meeting spaces and supporting materials for each class.
  • Managed training center and developed curriculum and training for technical, officer and helicopter training.
  • Created training curriculum
  • Analyzed training, new hire outcomes and course delivery metrics to produce reports for senior management.
  • Maintained standardized training programs by providing comprehensive in-house training to new employees
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
  • Analyzed quality and performance data to support operational decision-making
  • Recorded findings of process, collaborating with quality team to implement corrective actions
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
  • Developed training materials, SOPs and work instructions to supplement new and current team member onboarding
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Led process improvement projects to help operations meet and exceed quality standards and reduce costs
  • Trained and provided constructive feedback and coaching

Trainer

Capita Pvt Ltd
05.2021 - 01.2022
  • Training new hires
  • Training and development
  • Conducting Behavioral training/next level up trainings
  • Conflict resolution skills and soft skills
  • Preparing Handover and batch release reports for Operations and Transitions
  • Scope and design cross trainings programs Create training calendars for workforce
  • Maintain employee data for new joiners
  • Managing creation and revision of training content according to changing dynamics Identifying low performers and mapping them to various learning levels for performance improvement
  • Process Huddles, sharing product updates on weekly basis with the Team Manager's
  • Floor Walker Mentored new hires and helped them to come up their learning curve
  • One to one coaching and virtual training
  • Manage teams and ensure that Productivity and Quality targets are met
  • Ensure that all agents in their process know their targets/goals and how they are linked to the organization's quality policy
  • Provide coaching to team members and improve process performance
  • Provide Behavioral Training for employees in the development role.

Process Trainer

EXL Services Ltd
06.2016 - 04.2021
  • Training new hires
  • Training and development
  • Conflict resolution skills and soft skills
  • Develop and update contents training manuals, Presentations, handouts etc.
  • Preparing Handover and batch release reports for Operations and Transitions
  • Create and present training dashboards to management
  • Scope and design cross trainings programs Create training calendars for workforce
  • Maintain employee data for new joiners
  • Managing creation and revision of training content according to changing dynamics Identifying low performers and mapping them to various learning levels for performance improvement
  • Process Huddles
  • Floor Walker Mentored new hires and helped them to come up their learning curve
  • One to one coaching and classroom sessions
  • Manage teams and ensure that Productivity and Quality targets are met
  • Ensure that all agents in their process know their targets/goals and how they are linked to the organization's quality policy
  • Provide coaching to team members and improve process performance
  • Conduct Process knowledge Tests on the floor
  • Conducting Virtual Training which include process, soft skills training and behavioral trainings
  • Along with some fun element
  • Achievements
  • Won “STAR PERFORMER AWARD” for four quarters
  • Top performer with a premium rating
  • Won “QUALITY & ADDERANCE CHAMP”
  • Successfully completed “TRAIN THE TRAINER”
  • Working on my White Belt Project

Education

HSC -

St. Vincent's College of Commerce

BCom -

Educations, St. Vincent's College of Commerce

SSC - undefined

St. Anne's Convent School, Majestic

Commerce

University of Pune
Pune India
04.2018

Skills

  • Training and Development
  • Employee Performance Reviews
  • Online Training
  • Standard Operating Procedures Understanding
  • Develop Training Programs and Training Manuals and Materials
  • Performance Measurement
  • Improve Job Skills
  • ADDIE Model and Adult Learning Theories
  • Mentoring and Lesson Planning
  • Curriculum Design and Building Materials
  • Root cause analysis

Accomplishments

  • Created and Developed a reference guide (Cheat sheet) which acts as one stop solution to individuals, which helped churning or more numbers with accuracy
  • Achieved 99.35 quality score through effectively helping the new hires, mentoring them and designing training content and effectively delivering training
  • Collaborated with team of 27 in the development of Managed Services which was a huge win for the client
  • TTT certified
  • Won the Crimson Award for outstanding performance


Timeline

Sr. Trainer

Rayden Interactive
01.2022 - Current

Trainer

Capita Pvt Ltd
05.2021 - 01.2022

Process Trainer

EXL Services Ltd
06.2016 - 04.2021

HSC -

St. Vincent's College of Commerce

BCom -

Educations, St. Vincent's College of Commerce

SSC - undefined

St. Anne's Convent School, Majestic

Commerce

University of Pune

Similar Profiles

CREATE PROFILE
Clare Fernandes