Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Chirsmita Gupta

Learning and Development Specialist
Hyderabad

Summary

Highly accomplished Learning & Development professional and Master Trainer with over 10 years of experience in designing, delivering, and managing high-impact global enablement programs. Proven expertise in new hire onboarding, leadership development, and driving program success through comprehensive curriculum and engaging facilitation. Adept at needs assessment, stakeholder collaboration, and transforming complex information into digestible learning content, consistently exceeding quality and performance objectives in fast-paced, global environments.

Overview

15
15
years of professional experience
4
4
years of post-secondary education

Work History

Instructor Senior Analyst

Accenture
Hyderabad
04.2023 - Current
  • Spearheaded the New Joiner Experience Program, significantly enhancing onboarding processes and facilitating smoother employee integration for hundreds of new hires.
  • Successfully facilitated over 300 New Joiner Experience Programs and hundreds of Soft Skills Training sessions over the past two years, directly contributing to workforce development and readiness.
  • Fostered team and leadership excellence by developing and implementing comprehensive learning modules on critical skills such as Strategic Thinking, Problem Solving, and the Art of Delegation.
  • Contributed to the award-winning Accenture Faculty Learner Experience team, recognized for 9 consecutive years at the Brandon Hall Group Excellence in Human Capital Management Awards.

Instructor Analyst

Accenture
04.2022 - 04.2023
  • Pioneered as the first Master Trainer for the YouTube Trust and Safety project, establishing foundational training standards and delivering global Train the Trainer sessions.
  • Certified all trainers across Accenture's YouTube projects, ensuring consistent global training delivery and quality.
  • Designed and facilitated Unconscious Bias training for over 1600 team members across the YouTube Trust and Safety team in Hyderabad within six months, promoting an inclusive work environment.
  • Achieved a 100% completion rate for product training programs for new joiners, accelerating time-to-proficiency.
  • Awarded 'Best Trainer' for Q2 and Q3 in 2022, recognizing outstanding training delivery and impact.

Data Management Analyst

Accenture
08.2019 - 04.2022
  • Coordinated logistics and managed content readiness across three cross-functional teams, ensuring timely product launches for Project Lotus.
  • Developed and maintained comprehensive data tracking systems (SLA, Attendance, Production) for writing teams, providing critical insights for operational efficiency and resource forecasting.
  • Mentored new hires for Project Everest, contributing to team onboarding and productivity based on demonstrated quality and performance.
  • Participated in quality and trend analysis, collaborating with Quality Assurance to identify and resolve error trends.

Case Manager/Escalations Manager

Tata Consultancy Services
09.2016 - 07.2017
  • Recruited for the pilot batch of the Telstra process, identifying and implementing improvements to enhance customer experience strategies.
  • Managed escalated customer orders and provided comprehensive feedback to front-line agents, improving call quality and resolution rates.
  • Handled and analyzed team data including quality scores, attendance, shrinkage, and CSAT to drive performance improvements.

Quality Analyst

Global Logic Technologies Limited
10.2015 - 06.2016
  • Company Overview: (Google India)
  • Audited team accounts and provided individualized feedback to associates, identifying and addressing team pain points to enhance overall quality performance.
  • Assumed acting Team Lead responsibilities during absences and weekends, maintaining workflow continuity and team support.
  • Designed and implemented 'stop, start, and continue' strategies based on quality audit results to drive continuous improvement initiatives.
  • (Google India)

Team Leader

Bank of America
06.2012 - 05.2014
  • Led and supervised front-line agents, conducting daily performance reviews, one-on-one coaching, and providing quality feedback to drive team efficiency and excellence.
  • Conducted semi-annual and annual performance reviews, influencing annual increments and bonuses based on objective performance ratings.
  • Collaborated with policy and strategy teams to propose system and policy enhancements driven by customer and employee feedback, impacting operational processes.
  • Managed escalated customer calls and provided expert customer service while assessing risk on credit and debit card accounts.

Customer Service Representative II

Sears Holding Corporation
08.2011 - 06.2012
  • Trained and led a new hire team within two months of promotion to Senior Customer Service Agent, ensuring rapid team readiness.
  • Efficiently negotiated compensations with upset customers to achieve high satisfaction and retention rates.

Transaction Risk Investigator

Amazon Development Center
07.2010 - 12.2010
  • Analyzed transaction risks and identified fraudulent activities on Amazon's online retail store, safeguarding company operations.
  • Communicated effectively with customers and banks to confirm transactions and refine verification processes.

Education

Bachelor of Technology - Information Technology

Malla Reddy Engineering College (JNTU)
Hyderabad
06.2006 - 05.2010

Skills

  • Instructional Design

  • Adult Learning Principles

  • Curriculum Development

  • Instructor-Led Training

  • Blended Learning

  • Train-the-Trainer Programs

  • Metrics Tracking

  • Global Program Coordination

  • Stakeholder Management

  • Collaboration

  • Project Planning

  • Time Management

  • Process Improvement

  • Efficiency Initiatives

  • Cross-functional Team Leadership

  • Resource Forecasting

Exceptional Written and Oral Communication

  • Audience Engagement

  • Leadership

  • Coaching

  • Microsoft 365

Various LMS

Accomplishments

  • Certified Mentor in Fraud Detection for credit card services at Bank of America.
  • Awarded 'Game Changer' for improving team performance at Bank of America.
  • Received 'Global Reorganization Award' for demonstrating excellent leadership skills.
  • Consistently achieved '100% Quality' and exceeded quality scores month to month across various roles.
  • Recognized for embracing company’s core values and received the 'Spirit Award' for excellent team player skills.

Timeline

Instructor Senior Analyst

Accenture
04.2023 - Current

Instructor Analyst

Accenture
04.2022 - 04.2023

Data Management Analyst

Accenture
08.2019 - 04.2022

Case Manager/Escalations Manager

Tata Consultancy Services
09.2016 - 07.2017

Quality Analyst

Global Logic Technologies Limited
10.2015 - 06.2016

Team Leader

Bank of America
06.2012 - 05.2014

Customer Service Representative II

Sears Holding Corporation
08.2011 - 06.2012

Transaction Risk Investigator

Amazon Development Center
07.2010 - 12.2010

Bachelor of Technology - Information Technology

Malla Reddy Engineering College (JNTU)
06.2006 - 05.2010

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Chirsmita GuptaLearning and Development Specialist