Emotional Intelligence Trainer in Mumbai
About Dipika
Dipika has varied experience in retail, corporate, BPO, and EdTech training, having trained more than 2000 learners/professionals across verticals. She strongly believes in experiential learning, whereby learners use a hands-on approach to language solutions. Dipika has managed and mentored 12 member team comprising trainers and voice coaches to manage NPS for 400+ FTEs for 3 Barclays business functions, wherein she demonstrated a metric improvement (Expert % & NPS) of 20 points in 19 months.
She also conducted a training needs analysis to zero down on the required changes in the softer aspects of communication. Dipika has created training content, including audio-visual aids through storyboarding & scripting following adult learning principles. In addition, she created and tailored content to suit the specific requirements of various clients.
Dipika is a Corporate Trainer For
Team Building
Emotional Intelligence
Stress Management
Work Experience
Manager - Training & Development
Roles & Responsibilities
- Established multiple processes for the student success, operations, and careers teams to leverage student interactions
- Mentored the student success team to attain maximum retention through workshops such as crucial conversations
- Improved KPI’s such as NPS and C-SAT, resulting in an improvement in half-yearly scores by 10% and 8%, respectively
- Regularly evaluated the transfer of training through all listening and dip checks to ensure sustained quality
Assistant Manager - Training & Development
Roles & Responsibilities
- Collaborated with Training Officers, Line Trainers, Voice coaches, and Operations support to provide training and floor support/coaching to meet stakeholder deliverables like quality, customer experience, and performance objectives
- Reviewed floor targets and created roadmaps for maximizing customer experience and operations metrics for continuous learning
- Aligned training officers/line trainers and Voice coaches to facilitate training to prepare advisors to meet their performance metrics that impact customer retention and growth
- Designed training programs for the classroom and continuous learning modules for floor intervention
- Trained team members in successful strategies to meet operational and NPS targets
Skills
Education
Bachelor of Arts
Projects
NPS Academy
Posts
NPS Academy
Courses
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