Professional Development (Others)

Language of Instruction: English

Customer Service, Personality Development, Professional Development, Business Communication Skills

ESOL (Languages)

Language of Instruction: English

CENTRE HEAD, TRIVANDRUM

JOHN AND MARY INTERNATIONAL (LICENSEE OF HERO MINDMINE), Kerala, India

Oct 2008 - Present

Communicative English, Customer Service, Call Centre Training

ANALYST – LEARNING AND DEVELOPMENT (COMMUNICATION GYM FACULTY)

Deloitte Consulting India Pvt. Ltd., Andhra Pradesh, India

Jan 2007 - Aug 2007

Business Communication Skills, Telephone Etiquette

VOICE COACH TRAINER CONSULTANT

Next Link Pvt. Ltd., Karnataka, India

Dec 2004 - Mar 2004

English and Phonetics

ENGLISH TUTOR

HAWAI’I PACIFIC UNIVERSITY TUTORING AND TESTING CENTER, Hawaii, United States

Mar 2001 - Dec 2002

EFL, Conversational English, Written English Skills

•ASSESSMENT TOOLS: Identified assessment tools and metrics for HR communication skills screening process; part of Skill Assessment and Profiling Project

•NEEDS ANALYSIS: Analyzed historical data for US HR Operations to identify issues and generate solutions regarding written and spoken English language skills

•PROJECT MANAGEMENT:
o Managed Skill Assessment and Profiling Project to help identify the organization’s English language communication skill training needs across S

•CURRICULUM DEVELOPMENT: Exclusively developed new material and compiled existing training resources into 120-hour soft skills training program for technical support professionals; integrated Voice & Accent and Customer Service modules

•PROJECT MANAGEMENT: Initiated and set up continuous feedback loop for trainee and trainer feedback to facilitate future curriculum revision

•CURRICULUM DEVELOPMENT: Co-created and edited Job Preparatory Program curriculum; 2-month paid professional development program for BPO/ITES industry aspirants

•MANAGEMENT: Managed Special Projects team and coordinated creative efforts of curriculum development and graphic design/Flash animation to create innovative WBT communication skills programs

•CURRICULUM DEVELOPMENT:
o Designed and continuously updated Voice & Accent, US/UK Culture, and Customer Service curricula based on client/organizational needs
o Solely responsible for developing and deploying CBT package, using vendor software
o Provided critical input for current and upcoming projects in meetings with CEO, CFO, Head – Special Projects and Senior Manager – Content Development

•PROJECT LIAISON: Communicated with other training centers across India to unders

BSBA (Major in International Business)

Major in Human Resource Management

Hawaii Pacific University, Hawaii, United States

Sep 2000 - May 2003

University Transfer Program

International Center for Management and India Studies (formerly Centre for American Education), India

Aug 1998 - May 2000

KIS Diploma

Kodaikanal International School, India

Jul 1988 - May 1998

ADDITIONAL CERTIFICATES: Successfully completed 4 International Baccalaureate certificates;
o English (Higher Level),
o French (Subsidiary Level),
o Mathematics (Subsidiary Level),
o Physics (Subsidiary Level)