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Soft Skills / English Trainer Resume Sample, Experience : 12 years

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Name of the Candidate:Asha Jennifer Lawrence
Name of the Post Applied:Soft Skills / English Trainer
Job related skills / software:Train new hire and existing employees on Soft Skills and call handling skills, Training on email and chat handling.
Category:Teaching Lecturer Faculty
Sub Category:Trainer / Tutor / Instructor
Years of Experience:12 years
Salary Expected per Month(Rs):40,000 to 50,000
Highest Qualification attained:M.A. / MA : Master of Arts
Major / Specialization:English
Email Id:ashajenni AT gmail.com
Are you looking for job now?:Yes
Can the recruiter contact you?:Yes
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Resume Format / CV Sample Template / Example / Model :


Email  : ashajenni AT gmail.com

Currently looking for a full-time position in an environment that offers a greater challenge where I can utilize my management, supervision, and training skills to gain further experience while enhancing the company’s productivity and reputation.

** Excellent Customer Service skills
** Good Written and Oral Communication Skills, Analytical thinking, Willingness to learn and to get updated.
** Knowledge of the structure and content of the English language including the meaning and rules of composition, and grammar.
** Participated in curriculum development.
** A good Team player and believe in Teamwork.
** An Optimistic person with a very positive attitude.
** Strongly believe and follow Transparency & Integrity.
** Practice active listening abilities at all times.
** Use intentional language when giving instructions
** Training the new hired advisors on Process, pre - process and handling them during On Job Training.
** Maintain trainee performance report from Pre- Process training to Process training and till end of Incubation.
** Conduct refresher training for the existing employees.
** Plan and conduct training schedules for new joiners.
** Preparing session plan for advisors in Incubation and maintaining reports of the batch.
** Monitoring the associates’ performance for the next couple of months.

** Provided training to new hires and internal/external clients on Process.
** Underwent and facilitated T3 (Train the Trainer) sessions.
** Created & attended workshops on topics such as Team Building and Learning Styles.
** Created and conducted training sessions for various process and soft skills related technical and CRM tools.
** MS word, Power point, Excel, Visio.
** Obtain, organize and develop training manuals, handouts and course material.

** Collaborated with teams in operations, interviewing/hiring, scheduling and quality.
** Created and maintained inventory of new hires, training status and updates for operations.
** Delegated suggestions and duties to other team members regarding opportunities of improvement in work-related tasks and processes.
** Creation of modules and creating content
** Documentation for implemented processes.
** Telephone Etiquette, Email Etiquette, Online Chat Etiquette, Workplace Etiquette, Safety at Work, Business Communication, Time Management Skills, Team Strength Training, Conflict Management, POSH Training, Presentation Skills, and Performance Management, Accent Neutralization and Soft Skills.
** Highly passionate about equipping employees to succeed.
** Strong evaluation, critical thinking, and analytical abilities.

** Expert in conflict resolution and associate training. Effective in face to face, online, and telephone interaction with consumers across industries.
** Delivered exceptional customer service while working with clients and the team on a daily basis for the growth of the process.
** Vast experience in enhancing customer experience through mentoring and coaching resulting in increased customer satisfaction scores.
** Interacted with clients and utilized admirable organizational skills to arrange, implement, upgrade, and maintain the Training material and databases.
** Served as a liaison between clients and staff to resolve client problems and implement long and short-term solutions.
** Constantly seek and provide insights on how to effectively manage customer satisfaction and set the right customer expectations.
** Responsible for monitoring emails and chats, receive background verification requests, and clients’ requests via email and chat.
** Answer inquiries of clients / candidates by phone and email.

** Got Selected as a Supervisor Floor Support
** Promoted as a Process Trainer

Alorica Sep - 2020 – Present
Designation  : Trainer – Learning & Development

Duties Include  :
** Train new hires on Process, Pre-Process
** Train new hires on how to handle chats and provide exceptional customer service
** Conducting New Employee Orientation
** Manage all the new updates/changes and disseminate across all levels
** Auditing and Coaching based on the TNI
** Refresher training and Up trainings
** Train associates on soft skills required for customer service
** Step by step development, training output, and desired result assessment.
** Review and develop action plans for soft skills training.
** Designed and developed wise course content

PRESIDENCY UNIVERSITY June 2019 – Sep 2020  :
Designation  : Soft Skills Faculty

Duties Include  :
** Training students on Soft Skills, Personality Development, Conflict Management, Team Building, Problem Solving, Time Management, Interpersonal Skills and Business Etiquette
** Business Communication, Email Etiquette, Presentation
** Group Discussion and Personal Interview, (GDPI), Public Speaking, Extempore and Impromptu
** Train students of the School of Design in passage and creative writing.
** Designed and developed semester - wise course content

QUICKSTEP ENGLISH CENTER Sep 2018 – June 2019  :
Designation  : Freelance English Trainer

Duties Include  :
** Evaluate and Train Students on Basic, Intermediate and Advanced Grammar
** Teach Spoken English, Professional English, Vocal Anatomy and Vocabulary
** Business Communication, Email Etiquette, Presentation and Writing Skills
** Group Discussion, Public Speaking, Extempore and Interview Skills

Last Designation  : Specialist Training (Promoted from Verification Analyst in June 2013)

Duties Include  : (Specialist Trainer)
** Train new hires on Process, Pre-Process and CRM
** Train new hire and existing employees on Soft Skills and call handling skills
** Training on email and chat handling.
** Conduct monthly Process Knowledge tests across levels and share feedback
** Manage all the new updates/changes and disseminate across all levels
** Attend and conduct weekly quality calibrations
** CRM/Call Auditing and coaching
** Conducting refresher trainings for existing employees based on their learning needs

Duties & Achievements Include  : (Verification Analyst):
** Handled Verification Calls (Inbound and Outbound)
** Worked in the Review/Quality team to monitor the critical elements for Major US clients
** Stabilizing process and clarifying process related questions with the clients and conveyed the answers and solutions to the team
** Analyzing knowledge gaps for agents and creating process documents.

Ensuring that training was imparted and constant checks (such as PKTs) if the knowledge was retained by processors
** Imparting training on new products, services, changes in process and conducting weekly meetings with clients and stakeholders on progress

FIRST SOURCE Dec 2006 to Jan 2011  :
Designation  : Senior CSA

Duties & Achievements Include  :
** Worked in the Retentions Team, handled Customer Service calls and retained existing customers
** Providing technical and general support for customers in terms of hardware / networking and troubleshooting and register tickets accordingly
** A part of transition program to a new CRM
** Trained few batches on the Process on Business requirement
** Was involved in handling escalation and providing / conducting up training for consultants in areas of customer service and product information to improve the quality

NIS SPARTA Aug 2006 to Dec 2006  :
Designation  : Associate Hospitality & Travel Desk Executive

Duties Include  :
** Travel arrangements
** Front desk (Receptionist)
** Managed Client Visits

BETHEL PUBLIC SCHOOL Oct 2005 to Dec 2006  :
Designation  : Computer Faculty

Duties & Achievements Include  :
** Teaching the students
** Practical and theoretical teaching of basics of Computer

** SSLC - Board of Secondary School of Education
** BA - Bangalore University
** MA English - Bangalore University

** TEFL - International Diploma in TEFL with Specialization in Business English Teacher Training Program (July 2021)
** Udemy – Certified Life Coach (ongoing)
** Udemy – Conflict Management with Emotional Intelligence
** VSkills - Certified Business Communication Specialist

Fathers Name  : Lawrence M
Date of Birth  : 21st Jan 1987
Nationality  : Indian
Marital Status  : Single
Languages Known  : Kannada, English, Tamil, Hindi & Telugu



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