PROFESSIONAL EXPERIENCE

HCL TECHNOLOGIES LTD BPO SERVICES (BT) -Noida 2004-2009

MAY, 2007 to Present: Sr. Trainer

To deliver product training for new hired employees in proficient and safe operation work for the processes in BT Order Provisioning like BT Local Business, Sale query, Partner Management who is BTs client.
Responsible to provide complete knowledge on the BTs different products like PSTN, Feature Line, ISDN, switches and other networking products.
Involved in migrating new projects from BT to HCL
Develop, implement, and evaluate training materials and courseware such as training guides, instructor manuals, handouts, web based training applications, etc. to meet objectives
Conducting TTT sessions for Campaign Trainers
Managed various trainings Process, Up skills and Refreshers
Conduct Training Needs Analyses in order to tailor materials from basic to advanced levels depending on process need.
Managing and scheduling Training Calendar.
Alignment and allocation of resources in terms of trainers, training rooms based on forecast.
Responsible for functional and other reports of Training Department.
Maintaining monthly dashboards
Attrition and Absenteeism Analysis
Plan shift rosters for the batches
Auditing batches for Virtual and Core Trainers
Supported client focused new application Oneview and developed training environment like Strategic Training Environment for Oneview based on Siebel application with design team.
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AUGUST, 2004 to April, 2007 - Customer Care Executive

Supported BTLB escalation desk for the customers complaint which required coordinating with other departments of BT.
Worked as a CCE for BTLB Complex Back office process as a part of pilot project. The process was inbound, outbound and was responsible for placing customers orders for
telephone connection like PSTN, ISDN and switches on CSS (Customer Service System)oneview application and then informing the customers about the job details.
Mentored the new joined employees on their order quality as a team coach.
Got an opportunity to be a part of Star performer Team and been sent to U. K for three weeks in 2005 special process training on behalf of HCL to British Telecom head office in Brighton and different BTLBs across London in UK in year 2005. Purpose of visit was to meet the client (BTLB), to understand end -2-end sales and enhance process knowledge which helped to enhance the entire Team in HCL.

ADDITIONAL EXPERIENCE

TAJ PRESIDENT COLABA, MUMBAI

Industrial Trainee-October 2002-March 2003

Worked for Taj Group of Hotels as a part of INDUSTRIAL TRAINING which required working in different departments for the Hotel such as Front office, Food and Beverages, Training which gave good exposure to the hospitality Industry.
Arranged many events in the banquets as per the requirement in coordination with sales department.

ACCOMPLISHMENTS

BT Certified Trainer on Advanced Facilitation Skills February, 2009
Certified by BHARTI Telecom on Facilitation and Platform Skills July, 2007
Received Achievers Award for the month of March and April, 2005
Received Pride Star Award in November, 2006
Created process knowledge related material for which received appreciation from the client BT.
Extra Miler Award in training for quarter JFM09
Migrated processes to Chennai Centre (HCL) with successful results

Sheetal Rane____________________________ page 3 of 3

TRAININGS ATTENDED

Certified Trainer through BT from HCL on Advanced Facilitation Skills
Certified by Bharti Telecom on Facilitation and Platform Skills
UK Cultural training from British Council
ISMS (Information Security Training)
Advanced Excel
Stress Management
Problem Solving and Decision Making

EDUCATION

B. Sc. in Hotel and Hotel Administration, Institute of Hotel Management Chennai, 2004
Higher Secondary Certificate, Rizvi college of science Mumbai, 2001
Secondary School Certificate, V. P. M. S Mumbai, 1999

COMPUTER SKILLS

Versed in Software: Word, Excel, Outlook Express &, PowerPoint,
OS: Windows 98, Windows XP, Windows 2000.

PERSONAL INFORMATION


D. O. B: 12th June 1983
Gender: Female
Nationality: Indian

ADDITIONAL INFORMATION

Passport No : F3489147
Current Location: Noida
Preferred Location: Pune or Mumbai