Day-to-day general administration of the organization, assisting the Client Contact Manager and Support Staff 1. Managing customer complaints at a higher level to ensure the issue has been resolved with quality support to the customer, thus ensuring the customer is delighted. 2. Developing customer service training modules and development strategies to ensure delightful customer experience. 3. Analyzing training needs in conjunction with line managers in conjunction with the KPA’s set for all staff members. 4. Planning, directing and delivering training and development programs including staff inductions, to accomplish the organization’s goals. 5. Developing individual training programs that meet the skills gap identified through TNA.
6. Promoting an open knowledge-sharing environment that builds knowledge, skills and service for the benefit of the organization. 7. Review expense reports and cash advances, process accounts payable & refund cheques, collection of bills and handling of refunds from petty cash funds. 8. Managing electronic funds transfer’s, manual cash deposits, cheque deposits for the organization 9. Invoicing and collection of payments from concerned parties, customers and clients respectively. 10. Led general administrative support to the Client Contact Manager and staff team. 11. Delegating work to staff as and when required to ease stress and maximize efforts. 12. Ordering of equipment, materials and office supplies 13. Enhance customer experience for walk in, email and over the phone customers. 14. Administer the petty cash system and ensure appropriate record keeping. 15. Arrange hospitality, purchase supplies to ensure the smooth running of the organization on a day to day and as required basis.

Communication Training for Mumbai- Airoli and Thane site. 2. Conduct foundation communication training for new hire associates hired for Sutherland’s core technical clients in both e-support and voice support. 3. Analyzed the training conducted by other trainers and give feedback on knowledge and facilitation 4. Conduct the training feedback for technical training sessions and loopback constructive suggestions to the manager to improve training 5. Design Training material with program specific modules and keeping them up-to date. 6. Creating new training modules on changes implemented from the Program (updates to product support; new support line inclusion; new technology additions, etc) to other trainers on both facilitation and knowledge 7. Analyzing the scorecard and feedback of every batch to find the chances of improving both the training team and recruitment. 8. Maintain up-to date reports with regards to a batch completion and cascade the same to program specific managers / next phase of training 9. Prior to batch start date, providing assurance to other trainers on training resource availability (Trainer and Trainees PC in working condition, projector, Lab requirements, etc) 10. Plan the training room and trainer allocation with a 3 week look-ahead, and maintain the KPI reports for the entire team and process. 11. Invigilating assessments conducted by other trainers and collecting feedback from the batch regarding the training (curriculum adherence, discipline, trainer facilitation, etc) 12. Scheduling Berlitz across Sutherland, India and coaching them on achieving the required threshold for a process. 13. Develop and execute recruiting plans, Job portal recruitment initiatives and campus recruitment drives