Stacey Fernandes Mathulla

Responsible for office management and administration, editorial assistance and financial administration among other duties.

Worked as Sr. Manager- Training and managed the following portfolios: Marketing - Business to Business (B2B) Business to Client (B2C), Customer Service, Bank Card payment Collections and Communication (U.S and U.K).

Following were some of my Job Responsibilities:

• Managed a team of 25 people that included process (Marketing - Telecom, Satellite TV & Collections), pre-process (Culture & Communication Training) & content development.
• Conducted Behavioral Training for middle management.
• Client Management.

Worked as Sr. Manager- Training & Quality and managed the Training & Quality department across 3 sites. Verticals entailed Customer Service, Bank Card payment Collections and Communication. The role also entailed Client Management.

Worked as Manager - Training. Direct reportees included two assistant managers and a team strength of 15 trainers. Was managing training on the Financial Services and Customer Service verticals. The Financial Services segment included Early & Late stage collections for Fortune 500 companies amongst other clients. The Customer Service portfolio dealt with a leading Telecom Service Provider. \n \nFollowing were some of my Job Responsibilities \n \n• To ensure coordination between Training & other departments within the organization to service & deliver the set objectives as mandated by the Client. \n \n• Schedule trainings (both New Hire and performance improvement) ensuring optimal utilization of the training team and resources for maximum efficiency. \n \n• Involved in recruitments to ensure that the candidates with the required profile walk in. \n \n• Training Need Analysis: Constantly review program metrics to identify gaps/areas of opportunity & initiate trainings to overcome the opportunities. \n \n• Conduct periodic audits to ensure adherence to set processes. \n \n• Ensure that Customer Service standards are met & maintained as per Internal & External client requirements. \n \n \nACHIEVEMENTS \n• Topped the class with the highest score in the TEFL course. \n \n• Selected by Management to liaise with the Client in identifying areas of opportunity and devised a successful corresponding plan of action. \n \n• Successfully developed a communication module to help bring about overall improvement in customer satisfaction, which was appreciated by the client. \n \n• Selected by Management to go to the US to transition the Late Stage collections vertical. \n \n• Successfully reduced training timelines to ensure early delivery of new hires on the Operations floor. \n \n• Developed an OJT Process for Sales, Customer Service and Early & Late Stage verticals to ensure shorter learning curves. \n \n• Created a Lesson Plan for the Late Stage Collections segment.