Oshini Raja

- Partnered with internal stakeholders, including HR Business Partners, the Chief of Staff, and functional leads, to identify training needs and enhance the HR training catalogue. - Applied expertise in emerging L&D trends to provide innovative learning solutions and advisory support to the organization. - Designed, developed, and implemented training programs to upskill employees and leaders across the APAC region. - Served as the primary L&D contact for the APAC region, driving initiatives to foster a culture of continuous learning and development. - Acted as a change agent to introduce and embed new learning practices across the organization.

Work for Indeed Account and support cross region countries which includes US, Japan, Australia, Philippines and Singapore · Manage new hire trainings and workshops on content moderation base on policy guidelines · Conduct up-skill training for the existing staff as a part of the growth in the Indeed account · Provide transaction monitoring coaching for moderation employees on KPI target and achievement · Handle management role for Indeed account such as attending meeting with clients, prepare and presenting slides on achievement, target and progress of employees. · Manage escalation from Indeed clients and chair meetings with clients · Prepare training roadmaps, training playbook and assessment questions for new hire as well as tenured agents to gauge their understanding in process and policy guidelines. · Assessing new hire performance to meet standard KPIs using 30-60-90 model, also allows the team to measure daily performance and provide coaching for improvement · Practice ADDIE model and TNA approach for training materials, assessment and employee requirements

· Design, develop, facilitate and deliver course instruction to call center employees in a professional and effective manner. Proper execution of these responsibilities will improve both individual and organizational performance while building on company goals and expectation · Conduct new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class · Conduct recurrent training classes, meetings, and/or protocol updates. · Oversee new hires in nesting area following the completion of new hire training classes by answering questions and monitoring for 3 weeks before go live. · Conduct up-skill training for the existing staff as a part of the growth in the company · Work closely with External trainers such has ATCEN for the Staff Roadmap Journey · Monitor, evaluate, and/or record training activities in order to assess program effectiveness. Return feedback to training Manager so adjustments can be made in a timely manner, as needed • Coaching CRO on products, SOP and Performance Metrics to be adhere • Assuring customer satisfaction and Perform Service recovery if needed • Resolving financial issues and also Level 1 credit card fraud • Selected to run User Acceptance Testing- Watson IBM (phase 1,2 and 3) • Work closely with IBM to improve and enhance the system

American International Group is an American multinational insurance corporation.one of the project is Accident and Health Claims supporting South Africa. Position Title : Business Process Specialist Specialization : A & H Claim Examiner South Africa Express Team Work Description • Making detailed investigations and processing claims/ payment within own approval authority • Adjudicate legal documents • Provide quality claim services in authorized claims transaction within required benchmark • Outbound & Inbound calls to client and field expert • Accident and Health SIU Referral Guidelines Training • Indicate fraudulent on medical claims (Attended AIG training Program for 3months)