Mitali Maravi

I’m a dynamic, results-oriented Training Professional with 4+ years of experience in BPO/contact center environments, including 1+ year as a certified Product, Sales & Service Trainer. I specialize in closing knowledge gaps quickly and improving measurable outcomes like CSAT and sales conversion through interactive, learner-centric delivery.

In my current role with TTEC—Verizon Process, I supervise and develop teams of 15+ associates, plan daily work, and appraise performance while resolving concerns to keep learning environments productive. I design and deliver end-to-end training programs covering US telecom product knowledge, sales conversion techniques, and service quality standards—ensuring trainees graduate with the skills they need.

As part of my impact, I author training curricula and best-practice guides that have been adopted as reference material by peer trainers across the floor. I also represent the team in formal client observation sessions and weekly calls with US-based Verizon stakeholders, delivering performance reports and training effectiveness dashboards to operations leadership.

Earlier, as a Chat Sales Representative (Subject Matter Expert), I managed high-volume inbound chat interactions and exceeded sales conversion and resolution targets for three consecutive years. My MSc Mathematics background supports accurate performance analytics, while my leadership style stays solution-focused and will-do—bringing others up to expert status through coaching and adaptive facilitation.