Open to opportunities

Akshita Sharma

@akshitasharma1

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Process Trainer focused on improving performance, reducing attrition, and delivering high-quality customer service.

India

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What I'm looking for

I seek roles where I can design and deliver training, improve team performance and quality, work cross-functionally, and support employee development in a collaborative environment.

I am a Process Trainer with hands-on experience training newly hired associates, conducting assessments and audits, and ensuring effective dissemination of training material to drive throughput and quality. I have consistently achieved throughput above 90% across batches, maintained quality scores above 90, and contributed to low attrition among trained candidates.

I bring practical customer-service experience from multi-channel processes, including chat and calls, and have worked across multiple LOBs/pods with high efficiency. I have participated in field research, workshops, and public speaking engagements, and have been recognized with internal awards for creativity and performance.

Experience

Work history, roles, and key accomplishments

Current

Process Trainer

Current

iEnergizer

Feb 2024 - Present (1 year 11 months)

Train newly hired associates across multiple LOBs, conduct assessments and refresher sessions, and collate KPI metrics to maintain throughput above 90% and low attrition. Improved process adherence and maintained quality scores above 90%.

Training Delivery Assessments KPIs Public Speaking Process Improvement Onboarding Communication Capacity Building

Customer Service Associate

Tech Mahindra

Aug 2023 - Dec 2023 (4 months)

Handled high-volume inbound and outbound customer queries for Cred, achieving high resolution and quality scores while adhering to company standards. Resolved billing and payment issues and maintained customer satisfaction.