Open to opportunities

Ushmi Rai

@ushmirai

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Passionate professional with expertise in training and quality management.

Nepal

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What I'm looking for

I am looking for a role that allows me to leverage my training and quality management skills in a dynamic environment, where I can contribute to team success and drive continuous improvement.

I am a passionate and seasoned professional with years of experience in building and leading high-performing customer service teams. My expertise lies in developing impactful training programs and implementing rigorous quality assurance practices that drive targeted improvements and enhance customer satisfaction.

Throughout my career, I have successfully developed and implemented structured interview frameworks, managed recruitment processes, and provided mentorship to recruitment teams. My analytical skills allow me to identify trends and make data-driven recommendations, ensuring alignment with organizational goals. I take pride in fostering a culture of continuous improvement and delivering measurable results.

Experience

Work history, roles, and key accomplishments

Training and Quality Manager

Kalash Services Pvt. Ltd.

Feb 2022 - Mar 2024 (2 years 1 month)

Led the training and quality department, developing structured interview frameworks and managing recruitment processes. Implemented quality management systems and conducted audits to enhance organizational performance.

Training Development Quality Management Systems Data Analysis Team Leadership Budgeting

Training and Development Specialist

Kalash Services Pvt. Ltd.

Feb 2022 - Apr 2023 (1 year 2 months)

Focused on developing training programs and evaluating candidates for recruitment. Provided mentorship to recruitment team members and managed client training projects.

Mentorship Client Management Recruitment Curriculum Development Quality Assurance Performance Metrics Team Collaboration Project Management

Quality Associate

Rolling Plans Pvt. Ltd.

Dec 2017 - Jan 2021 (3 years 1 month)

Contributed to training success by interviewing new hires and managing training effectiveness. Monitored call quality and developed performance scorecards for agents.

Training Effectiveness Client Communication Coaching Data Analysis Process Improvement Regulatory Compliance Team Collaboration Customer Service

Customer Service Representative

Rolling Plans Pvt. Ltd.

Dec 2017 - Jun 2019 (1 year 6 months)

Handled customer inquiries and resolved issues while providing excellent service. Demonstrated empathy and professionalism in challenging situations.

Customer Service Communication Skills Empathy Problem Solving Teamwork Time Management

Education

Degrees, certifications, and relevant coursework

Tribhuvan University

Bachelor's Degree, Business Studies

2015 - 2019

Completed a Bachelor's Degree in Business Studies, focusing on various aspects of business management and operations. Developed strong analytical and leadership skills through coursework and practical experiences.