Alpa

Customer Care Trainer in Mumbai

Train The Trainer
Customer Care
SAP HCM
Prevention of Sexual Harassment (POSH)
DEI

Location: Mumbai, India
Trainer Since: June, 2003

Trainer profile

Customer Care Trainer in Mumbai

About Alpa

Alpa, a seasoned professional in the realm of human resources, stands as a distinguished Train The Trainer instructor and Customer Care expert specializing in SAP HCM training. With an illustrious career spanning 20 years, Alpa has honed her skills and expertise in the intricacies of training, making her a stalwart in the field. Her journey is a testament to a commitment to excellence and an unwavering passion for cultivating organizational talent.

As an outcome-oriented HR professional, Alpa has demonstrated a remarkable ability to establish and streamline human resource processes from the ground up. Her comprehensive skill set encompasses key areas such as Learning & Development, HR Processes, and Training & Delivery Management. Alpa's proficiency extends beyond technical know-how, incorporating a keen understanding of team leadership, making her a knowledgeable trainer and an adept leader capable of steering teams toward success. With a wealth of experience and a dedication to fostering growth and development, Alpa stands as a beacon in the realm of training, embodying the qualities of a true industry leader.

Alpa is a Corporate Trainer For

Train The Trainer

Training Since:June, 2006

Customer Care

Training Since:June, 2003

SAP HCM

Training Since:May, 2018

Prevention of Sexual Harassment (POSH)

Training Since:December, 2023

DEI

Training Since:December, 2023

Work Experience

Senior Analyst - Learning & Development
Consultancy · August, 2022 - December, 2022
Roles & Responsibilities
- Created comprehensive curricula tailored to meet the specific demands of clients
- Conducted in-depth research on relevant topics to ensure the content was up-to-date and aligned with industry standards
- Crafted compelling presentations to deliver information in a clear and impactful manner
- Incorporated proven pedagogical approaches to enhance the effectiveness of the educational materials
- Successfully met and exceeded client expectations by aligning content with organizational goals
- Achieved consistent scores of 90% and above in Quality Assurance (QA) audits, reflecting a commitment to high standards and attention to detail
- Contributed to enhancing learning materials to adapt to evolving industry trends and learner needs
Asst Manager HR & Training
Service · December, 2005 - May, 2010
Roles & Responsibilities
- Led project migrations, overseeing the implementation and delivery of end-to-end training solutions
- Managed a team of operations, soft skills, and process trainers, ensuring effective coordination and collaboration
- Steered workshops in process, soft skills, people development, human resources, behavioral, and managerial areas
- Conducted training needs analysis, creating and managing training calendars aligned with business requirements
- Designed and disseminated HR policies and process maps, ensuring clarity and adherence to organizational guidelines
- Owned migration plans from a training perspective, provided regular project status updates, and facilitated changes in existing services, including implementing solution designs
HR Manager
Computer and Information Technology (IT) · July, 2005 - November, 2005
Roles & Responsibilities
- Directed the transition of projects, managing the comprehensive execution and provision of full-scale training programs
- Supervised a diverse team encompassing operations, soft skills, and process training specialists, fostering teamwork and efficient partnership
- Led engaging sessions focused on a variety of topics, including process improvement, soft skills enhancement, personnel development, HR practices, behavioral strategies, and leadership skills
- Undertook detailed assessments of training requirements, developing and overseeing schedules for training that were in line with organizational goals
- Formulated and distributed guidelines and procedures related to HR, ensuring clear understanding and compliance with the company's policies
- Took charge of training-related aspects of migration initiatives, consistently reported on project progress, and managed modifications to current services, including the adoption of new training solutions
Corporate Trainer
Computer and Information Technology (IT) · June, 2010 - present
Roles & Responsibilities
- Develop and deliver comprehensive training programs in areas such as Train The Trainer, Customer Care, and SAP HCM, ensuring relevance to the specific needs of the corporate environment
- Foster an interactive and engaging learning environment during training sessions, utilizing various instructional techniques to cater to diverse learning styles and keeping participants actively involved
- Regularly assess and monitor participants' progress, providing constructive feedback and additional support to ensure understanding and mastery of the training content
- Training materials and content to address the unique requirements and challenges of the corporate setting, aligning with industry best practices and the latest developments in Train The Trainer, Customer Care, and SAP HCM
- Keep abreast of industry trends and updates in relevant areas, incorporating the latest advancements into training programs to ensure professionals receive cutting-edge and up-to-date information
- Implement assessment tools and feedback mechanisms to evaluate the effectiveness of training programs, making data-driven adjustments as necessary to enhance the quality and impact of the training delivered continuously
Team Coach
Computer and Information Technology (IT) · June, 2003 - March, 2005
Roles & Responsibilities
- Managed a team of 21 executives, overseeing their day-to-day activities and ensuring efficient handling of inbound and outbound calls related to telecom services
- Led recruitment drives in collaboration with Business teams, successfully onboarding new team members and maintaining optimal staffing levels
- Handled escalations from customers and team members, providing timely resolutions per established resolution procedures
- Created operational dashboards and reports, compiling key performance indicators and presenting them for management reviews
- Implemented strategies to enhance team performance, identifying areas for improvement and implementing targeted training programs
- Fostered a collaborative and positive team culture, promoting open communication and teamwork to achieve departmental and organizational goals