Shameena Babu

About Shameena Babu

A dynamic professional with 20+ years of rich experience in Training /Operations Management, Transitioning, Change Management, MIS, Client Servicing and Team Management in the BPM industry; associated with WNS Global Services (Ex) & Teleperformance ( Ex) Concentrix ( Current)An effective communicator with excellent relationship building & interpersonal skills; strong analytical, problem solving & organizational abilities. Primary role is to oversee a team of Training Professionals & to providedirection to the junior management and personnelOverseeing end to end training activitiesCreation of training programs and materialsCollaborate across function to meet businessmetrics & develop unique and effective training solutions to deliver exceptional customer service Create content,e-learning,collateral, Participants guide, Facilitator\'s guide,onthe job training systems,tutorials & demonstration modelsResponsible for maintaining knowledge in the department, Keeping it up to datewith the latest training practices,trends and technologyEvaluate learning solutions utilizing various data collection tools to make improvements and recommend future enhancements Responsible for identifying performance improvement opportunities and gaps,conduct analyses and develop solutions that will deliver the desired result Directly accountable to VP of the business for a span of employees Certified IATA Professional, PMP, Coaching Program, Lean & Six Sigma

Experience

1. Training and Quality Sr Manager

   Concentrix

   Jul 2024 — Present · Ho Chi Minh City, VN

   In my current role,I manage all new hire and development trainings for our staff,I also lead quality and compliance across these accounts

Education

• NL Dalmia

  Master of Business Administration - MBA, Human Resources Management and Services

  2010 — 2013

• Tolani College

  BCOM, Accounting and Business/Management

• Institute of Airlines & Travel Agencies - India

  Foundation Level

  2016 — 2016

Skills

• Process Excellence
• Mis
• Employee Engagement
• Workforce Management
• Analysis
• Contact Centers
• Change Management
• Management
• Team Management
• Bpo
• Customer Relationship Management (Crm)
• Leadership
• Business Process Outsourcing (Bpo)
• Strategy
• Call Centers
• Performance Management
• Crm
• Transition Management
• Training
• Customer Satisfaction