Prerna Kaur
Personal Details
(M) 9501770110
prernakaur1601@gmail.com
348-C, Model Town Extension,
Ludhiana - 141002
DOB - 16 January, 1987
Career Objective: To work as an Instructor in a reputed academic institution. To be able to use
my sensitivity, intuitiveness, and over all experience as an Instructional Designer and Trainer in
helping students achieve both academic and personal excellence. To utilize my creative and
strategic leadership skills in analyzing group dynamics, build and reinforce alignment, and
enhance my students’ ability to perform synergistically with a sense of coordination and unity.
Work Experience
Genpact
Genpact is a business process management company and provides services like business
process consulting, technology services, and smart decision services.
Assistant Manager, Learning & Analytics (August 2011 - present)
Essential Duties & Responsibilities
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Client Management
Team Leadership
Instructional Design and Development
Project Management
Wipro Limited
India’s leading Consulting, System Integration and Outsourcing Organization.
Assistant Manager, Design & Development (May2009- Aug 2011)
Job Profile:
 Write storyboards and create curriculum and courses including Facilitator and
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Participant Guides, PPTs and handouts to meet training needs of multiple business
processes in technical, semi-technical and the customer service domain.
Create content such as trainer led activities, group exercises, audio-visual activities for
workshops, programs and on the job development activities related to acquisition of
functional and leadership skills for middle level management.
Create assessments and up-skilling programs and certify & mentor the SME pool post
creation of Requirement Analysis Document.
Create certification and re-certification programs on E-mail & Chat and other business
etiquette for training managers, trainers and voice coaches.
Create Assessments and Evaluation processes for the in-house training assessment
center.
Conduct reviews sessions for Authors and Sr. Authors in the DND team
 Maintain trackers, reports and performance review analysis for team members.
 Participate in evaluating and assessing instructional effectiveness and continuous
improvement of course materials in collaboration with DND and Training stakeholders.
 Demonstrate and utilize effective needs analysis, project management, course
development, and evaluation skills to work in tandem with the Communication
Delivery Team and create training solutions to combat pain areas on the Operation
floor.
Wipro Limited
India’s leading Consulting, System Integration and Outsourcing Organization.
Sr. Business Communication Trainer
Job Profile:
 Authored content for the DND team : Create, review and upgrade existing training
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modules and assessments for Pre-process training batches
Created audits sheets as well as their operational definition for the operations floor and
training function after understanding top call drivers and other important parameters.
Performed the role of Assistant Training Manager: taking care of team handling
responsibilities, maintaining trackers and data base.
Certified Master Trainer on Synchronous Learning Methodologies using WebEx as a
training tool for multi location training.
Conducted sessions on Voice and Accent, Western Culture, Business Writing skills,
Facilitation Skills etc to new hire batches.
Certified Trainer on all in house training modules like Business writing skills, Facilitation
Skills and Applied Communication Excellence.
Trained processes of Wipro BPO, Wipro KPO on various communication modules.
Coached, Up-skilled and mentored newly hired trainers.
Monitored live calls of agents and conducted the required training/coaching/ feedback
to improve the overall training effectiveness.
American Express
Leading global payments, card and travel company with captive unit in Gurgaon Campus
Training Specialist (Feb2008- July 2008)
Job Profile:
 Created customized content for various LOBs: Worked collaboratively to create and
participate in the development of dynamic instructional materials for Instructor led
and web based courses
 Imparted knowledge of voice modulation & Accent neutralization & different aspects of
“Extra-0rdinary" customer service & communication skills
 Orientation of new hire batches to American Express blue box values and western
culture and lifestyle
 Utilized effective presentation skills including creative training techniques and
adult/accelerated learning techniques.
 Acclimatized, reviewed and upgraded existing training modules, make revisions and
assessments for the training batches
 Monitored live calls of agents and conduct the required training/coaching/ feedback.
 Conducted refresher session for agents on key customer
service/accent/grammar/culture issues identified during operations
 `Identified training requirements and collecting “best contact” examples of agents who
model the required skills and attempting to provide extensive training to transfer
those skills to weaker agents.
 Prepared presentations for strategies to be implemented for improvement of call
standards of new hire and on floor learners.
Interglobe Technologies
BPO specializing in travel Domain with clients like United Airlines and Indigo Airlines
Language Trainer (May2007- Feb 2008)
Job Profile:
 Worked as an active contributor to the Design team: Created customized content on
customer service, culture and language modules for various semi-technical and
customer service processes.
 Authored modules for training workshops to enhance overall development of learners
and open new avenues of growth within the organization
 Monitoring calls of the agents and giving them constructive feedback so as to improve
their communication level and enabling them make every call a WOW Call.
 Maintaining daily monitoring reports for the TNA grid used by senior management to
measure the progress of quality parameters on the ops. Floor
 Maintaining data to map the development of agents on the basis of communication.
Conducting classroom training to enhance soft skills
 Preparing Training calendar on quarterly basis to increase over all quality of service
rendered by the agents.
 Responsible for Final selection & Induction of candidates depending upon project
specific requirements of the organization & ensuring acquisition of voice –fit new hires
for the company
UXL English Academy
Leading provider of human capital consultancy services helping companies develop their front
end customer service. Reputation for helping organizations create and maintain standards of
service delivery through manpower development.
English Instructor (Nov2004-Jan2007)
Job Profile:
 Created and customized enriching content for modules on Accent, communication, soft
skills and customer service
 Created content and conducted theme based workshops for participants with specific
needs such as Confidence Building, Time Management, Team Building
 Mentored new joinees on Voice and Accent and ensured that they too deliver excellent
results
 Reported to the director on a daily basis about daily progress reports and also identified
potential areas of development to ensure optimum business growth
 Maintained MIS such as scheduling, feedback analysis. Leave management ,conduct
reports and others of training department
 Counseled retail participants at entry, exit and mid course so as to help them identify
courses suited to their needs, their areas of concern and also work out a
comprehensive carry over plan for stabilization of performance
Academic background
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2013 B.ED from Maharishi Dyanand University.
2011 Completed Two year Post Graduate Diploma from Symbiosis Institute, Pune
2007
Bachelor of Arts (English Hons), Jesus and Mary College, Delhi university
2004
Class 12th from Army Public School, New Delhi
Professional Qualification
 Certified Synchronous Master Trainer from InSync Training, The United States Distance
Learning Association and Nova South Eastern University
 IATA Certificate Course in travel and fare rules from Galileo international , Awarded 10
IATA points for the same
 Certificate course in Radio jockeying , news reading and Show presentation from IAAN
Institute, Makhanlal university
Interests & Hobbies
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Globe trotting
Reading
Listening to music
Community Work