A Dynamic professional trainer with a 17 years of training experience. Shilpi has unique experience in managing service operations encompassing professional and personal development of careers. She has successfully imparted training on Soft Skills, Customer Service, Sales, Attitudinal and Behavioral Enhancement, Interpersonal Effectiveness, Organizational Development, Performance Management, Content Development, Communicative Skills (V&A), Behavioral & Organizational Development programs and contributed towards Business Development & Recruitment.
Having successfully Proficiency in assessing as well as recognizing, respecting & nurturing the creative potential of each resource using different sources of evidence and responding to all queries in a spontaneous manner she follows extension training need analysis for determining the course plan and methodology necessary for the training ensuring positive results.
Key Deliverables: Strategic Progress, New hire New hire Induction, Business Delivery and Financial Performance, Customer Expectations, Career Development Framework, Design, Launch and executing Managerial Induction. Shouldered responsibility of managing call and e-mail monitoring of various accounts from V&A, Customer Service Soft Skills & C-SAT Standpoint.
Competency Matrix: Training Delivery & Facilitation Skills, Organization development , Corporate Training & Development Strategic Planning, Learning Management , Employee Communication, Relationship Management, Client Satisfaction, Business Communication, Employee Engagement, Performance Management, Competency Mapping, Team Management.
Shilpi core competent training areas include Performance Excellence Framework, Diversity & Inclusion Effective, Time Management, Enhancing Team Fitness, Business Writing Skills, Pro-Activeness and Responsiveness, Stress, Motivation, Understanding Diversity, Building Confidence, Personality Development, Corporate Etiquette, Coaching & Counseling, Effective Feedback Skills, Multiple Behavioral Trainings, American Culture, UK Culture, Cultural Navigator Training, Travel and Trade Orientation Training (Airlines, Car Rentals, Hotels), Excel Training and SOP (Standard Operating Procedure) Writing Skills, Standard Operating Procedure (SOP) Writing Skills, Business (Corporate E-Mail) Writing Skills, Presentation Skills, Facilitation Skills, Trained & Tested in Green Belt Training in Genpact, Communicative and Soft Skills Training (Voice and Accent-English), Customer Service, Call Handling Etiquette from a Customer Service Standpoint, SALES Effectiveness Training.
Professional Certifications:
- Certified in SABRE (Travel Software) by Carlson Leisure Travel Services Group
- Certified in WORLDSPAN (GOI based)
- Certified Communicative (English Voice & Accent), Customer Service and Soft Skills Trainer by IBM Daksh and Genpact
- Certified Sales Trainer by NIS(NIIT Institute of Sales) Sparta
- Certified Trainer in TNA
- Certified in STEM (Service through E-Mails)
- Certified in ODSS (One Day Six Sigma) Training
- Certified to conduct Excel Training
- Customer Service.
- Call Handling Etiquette from a Customer Service Standpoint
- SALES Effectiveness Training
- Effective Time Management
- Enhancing Team Fitness
- Business (Corporate E-mail) Writing Skills
- Pro-Activeness and Responsiveness
- Stress Management
- Motivation
- Understanding Diversity
- Building Confidence.
- Personality Development
- Corporate Etiquette
- Coaching & Counseling & Effective Feedback skills
- American/UK/AMEAA Culture/ Cultural Navigator Training.
- Travel and Trade Orientation Training (Airlines, Car Rentals, Hotels).
- SOP (Standard Operating Procedure) Writing Skills.
- Presentation Skills
- Facilitation Skills.
- Trained & Tested in Green Belt Training in Genpact.
Sc (Physics, Chemistry, Mathematics, English) – (H.P. University, Shimla, H.P.)
MBA (Marketing & Finance) – (Institute of Management Studies,) H.P. University, Shimla, H.P.)
PG Diploma in Personnel Management & Labor Welfare – (Institute of Management Studies, H.P University, Shimla, H.P.)
She is currently working with Mindskillz as a Senior faculty adding value to the organization with her multiple certifications. Significantly contributed to conducting Voice & Accent, Soft Skills, E-Mail Writing, American & UK Culture, Behavioral training sessions.
Some of the clients she has trained for include Genpact Indi-NIPE-NIIT institute of Process Excellence, IBM Daksh Business Process Services Pvt. Ltd., Serco Global Services and Global Finance Services-Royal Bank of Scotland (India Office)
Languages Known: English and Hindi.
