Shilpa Ratnaparakhee (Training Lead)
Shilpa Ratnaparakhee currently working as a training lead, is an experienced Voice coach with a demonstrated history of working in the information technology(IT), services industry and healthcare domain. Skilled in V&A, soft skills, communication, Root Cause Analysis(RCA), Consumer Services(CS), Virtual Collaboration for more than 8 years now. A graduate from University of Delhi with a degree in Bachelor of Arts and a diploma in teaching. She started her journey as a teacher and with her understanding of curriculum designing, lesson planning and case studies she worked with children for 2 years. The move from pedagogy to andragogy was a planned move and with Instructional designing and Train the Trainer(T3) program she moved in to the corporate world at IBM India Pvt. Ltd. She has a total 10 years of experience mostly training the new hire trainees(NHT) as voice coach where her role was to bring up an employee’s skill level to IBM’s standard. She has the knack of identifying the training needs (TNI and TNA) by analysing the data derived through automated monitoring tools. She possesses a knack to gel well with her mentees and is able to create a lifelong association with them. She instils the value of being a life long learner in her participants because that’s the mantra of her success also believes in doing her bit with integrity.
Other achievements: POSH, Lean Six Sigma Yellow Belt(YB), Agile and Foundation ITIL certified. Has experience in project transitioning and specializes in handling Critical Situation(CritSit) accounts and CSAT.