Munira S Gheewala 1170, D, Raviwar Peth 1st Floor, Yusuf Manzil

Pune -411002Tel No: 24473155

Mobile Number -+91 9823645600Email Address: - mgheewala@gmail.com

Objective: To integrate my knowledge in customer service, training & team leading skills with the company, which will help me enhance these characteristics and use it for the company’s growth.

Professional Qualifications:

Organisation: WNSTotal Duration with WNS: Feb 2004 – July 2013

Last Designation: Group Manager Training – Process Training Duration: April 2012 – July 2013Responsibilities:

Have been an integral part of the Core training team during the Migration for WNS & have managed end to end migration and Ramp trainings

To liaise with the Ops team to understand the effectiveness of the training conducted and hand hold and re evaluate the trainees post completion of the training

Have been responsible for the managing New Hire/ OJT batched effectively with excellent team management skills, guiding and coaching new joiners and provide timely resolution

Have worked closely with the pre process, quality and the Ops team for the requirements and have been responsible for building tailor-made training material to ensure complete knowledge retention and reduction in learning curve and training time lines

Drive the companies culture into the new hire team Mentor and coach people on the floor, to identify concern areas and bring

associates up the learning curve To conduct Knowledge Tests for the process, identify weak areas and conduct

briefings/ refreshers To gain feedback from trainees and implement positive and constructive

changes & to update training material To Maintain all the training documents as per the ISO Requirement To Ensure Monthly 1-2-1 are conducted for all the team members and ensure

the trainer feedback scores if 3.80 on a rating scale of 4 Have designed an End to End training MI file which would capture the

training details for the new entrants Total Headcount – 1900 FTE ( GI Vertical for WNS – Multiple Clients, Location

– Pune)

To ensure all the processes follow the SHAPE Framework

Achievements: Successfully designed and implemented 4 week nesting plan for a Collections

process and batches have achieved a score of 96% on quality Vs a target of 76%.

Introduced Training calendars Introduced Weekly TNI which help in reduction of errors on weekly basis

thereby improving the accuracy scores on month on month basis Introduced weekly touch points and 1-2-1 with the trainees Introduced SIQs ( Sign in Quiz) Introduced Multiple reporting matrix (Parameter wise and Quantifiable) Introduced KIT (Knowledge Information Tool ) to update the process updates

on real time basis, thereby publishing weekly report to ensure the 100% coverage across processes

Have been actively involved in implementing/ designing the new the Training Framework – SHAPE ( Scope Hire Acclimatize Prepare Execute) and Domain University

Redesigned the training plan to the Learn it , Try It and Do it mode to ensure seamless transition

Have designed learning path and designed modules for Domain University - GI.

Have successfully worked on Aux trainer model and have identified 40 trainers across 19 processes

Have closely worked with the onshore client to check for feasibility to roll out Onshore certification modules/ programmes offshore

Have worked on E module for SME ( Subject Matter Experts) , skill set mapping retention project along with the operation team

Have introduced E test ( Online Weekly knowledge test) across all processes

Designation Held: Deputy Manager –Training Duration: Jan 2010 -March 2012Responsibilities:

To drive 12 hrs of Mandatory behavioural training and to maintain the records of all the programmes attended along with details Process wise analysis ( Behavioural/ Communications )

To liaise with the Ops team to understand the effectiveness of the training conducted and hand hold and re evaluate the trainee post completion of the training ( Behavioural / Communications Training )

To design and built training content ( Behavioral / Communications ) Drive the companies culture into the new hire team To schedule and manage training logistics as per the requirement

To manage and maintain Training MIS To conduct Knowledge Tests for the process, identify weak areas and conduct

briefings/ refreshers (Process) To gain feedback from trainees and implement positive and constructive

changes & to update training material Achievements:

Have standardised the training approach across the GI Vertical in Aviva.

Organisation: WNS Duration: May 2008 –Dec 2009Designation Held: Asst Team Manager –Operations Responsibilities:

Responsible to drive the team as per the SLA targets for collections Responsible to make reports as per the requirements Resolve issues of the team and help them to achieve there goal in line with

the company goals & drive the company’s value Coach and mentor the new joiners in the team Call monitoring and feedback to ensure CSAT is achieved Indentify training and development areas To conduct regular 1-2-1 with the team members

Organisation: WNS (NCOP)Duration: Aug 2006-April 2008Designation Held: Sr CSAResponsibilities:

Was responsible to handle a team of 6-8 members To drive their performance to the set targets To understand the problems and give adequate solution , which helps them

to achieve there set goals Train and coach the new joiners Have been TTT certified in UK during the process migrations

Contribution: Helped the Asst Manager in preparing reports .Have worked very closely with the AM on individual performance Calling the UK counter parts and getting resolution.

Achievements: Achieved 100% SLA target for accuracy for team Streamlined the calling process for the entire team which was appreciated by

the UK client

Organisation: WNS (NCOP) Duration: Feb 2004-Aug 2006Designation Held: Customer Care Executive Responsibilities:

Processing Mid-Term Adjustments, Fast track renewals and new business for AVIVA Insurance UK

Contribution: Prepared TAT Data Reviewing items in UK Ref basket and then routing these items in appropriate

work baskets Calling the UK helpdesk for queries

Achievements: Achieved 100% SLA target for accuracy Had to migrate a process from UK to India CII certified ( Chartered Insurance Institute- UK) level 1

Educational Qualifications:

Passed B. Com - from Pune University obtained 1st class with distinction. (Subject of specialisation: Marketing and Costing)

Passed HSC - obtained 1st class with distinction (Subject of specialisation: Sales Promotion)

Passed SSC - obtained 1st class

Additional Qualifications:

Diploma in Interior DesigningDiploma in Computer ApplicationsCII certified (Chartered Insurance Institute- UK) level 1

Languages Known:

English, Hindi, Marathi, Gujrathi

Personal Details:Martial Status: Single Nationality: Indian Date:Munira Gheewala