1. Munira S Gheewala
1170, D, Raviwar Peth
1st
Floor, Yusuf Manzil
Pune -411002
Tel No: 24473155
Mobile Number -+91 9823645600
Email Address: - mgheewala@gmail.com
Objective:
To integrate my knowledge in customer service, training & team leading skills with
the company, which will help me enhance these characteristics and use it for the
company’s growth.
Professional Qualifications:
Organisation: WNS
Total Duration with WNS: Feb 2004 – July 2013
Last Designation: Group Manager Training – Process Training
Duration: April 2012 – July 2013
Responsibilities:
 Have been an integral part of the Core training team during the Migration for
WNS & have managed end to end migration and Ramp trainings
 To liaise with the Ops team to understand the effectiveness of the training
conducted and hand hold and re evaluate the trainees post completion of the
training
 Have been responsible for the managing New Hire/ OJT batched effectively
with excellent team management skills, guiding and coaching new joiners
and provide timely resolution
 Have worked closely with the pre process, quality and the Ops team for the
requirements and have been responsible for building tailor-made training
material to ensure complete knowledge retention and reduction in learning
curve and training time lines
 Drive the companies culture into the new hire team
 Mentor and coach people on the floor, to identify concern areas and bring
associates up the learning curve
 To conduct Knowledge Tests for the process, identify weak areas and conduct
briefings/ refreshers
 To gain feedback from trainees and implement positive and constructive
changes & to update training material
 To Maintain all the training documents as per the ISO Requirement
 To Ensure Monthly 1-2-1 are conducted for all the team members and ensure
the trainer feedback scores if 3.80 on a rating scale of 4
 Have designed an End to End training MI file which would capture the
training details for the new entrants

2.  Total Headcount – 1900 FTE ( GI Vertical for WNS – Multiple Clients, Location
– Pune)
 To ensure all the processes follow the SHAPE Framework
Achievements:
 Successfully designed and implemented 4 week nesting plan for a Collections
process and batches have achieved a score of 96% on quality Vs a target of
76%.
 Introduced Training calendars
 Introduced Weekly TNI which help in reduction of errors on weekly basis
thereby improving the accuracy scores on month on month basis
 Introduced weekly touch points and 1-2-1 with the trainees
 Introduced SIQs ( Sign in Quiz)
 Introduced Multiple reporting matrix (Parameter wise and Quantifiable)
 Introduced KIT (Knowledge Information Tool ) to update the process updates
on real time basis, thereby publishing weekly report to ensure the 100%
coverage across processes
 Have been actively involved in implementing/ designing the new the Training
Framework – SHAPE ( Scope Hire Acclimatize Prepare Execute) and Domain
University
 Redesigned the training plan to the Learn it , Try It and Do it mode to ensure
seamless transition
 Have designed learning path and designed modules for Domain University -
GI.
 Have successfully worked on Aux trainer model and have identified 40
trainers across 19 processes
 Have closely worked with the onshore client to check for feasibility to roll out
Onshore certification modules/ programmes offshore
 Have worked on E module for SME ( Subject Matter Experts) , skill set
mapping retention project along with the operation team
 Have introduced E test ( Online Weekly knowledge test) across all processes
Designation Held: Deputy Manager –Training
Duration: Jan 2010 -March 2012
Responsibilities:
 To drive 12 hrs of Mandatory behavioural training and to maintain the
records of all the programmes attended along with details Process wise
analysis ( Behavioural/ Communications )
 To liaise with the Ops team to understand the effectiveness of the training
conducted and hand hold and re evaluate the trainee post completion of the
training ( Behavioural / Communications Training )
 To design and built training content ( Behavioral / Communications )
 Drive the companies culture into the new hire team
 To schedule and manage training logistics as per the requirement

3.  To manage and maintain Training MIS
 To conduct Knowledge Tests for the process, identify weak areas and conduct
briefings/ refreshers (Process)
 To gain feedback from trainees and implement positive and constructive
changes & to update training material
Achievements:
 Have standardised the training approach across the GI Vertical in Aviva.
Organisation: WNS
Duration: May 2008 –Dec 2009
Designation Held: Asst Team Manager –Operations
Responsibilities:
 Responsible to drive the team as per the SLA targets for collections
 Responsible to make reports as per the requirements
 Resolve issues of the team and help them to achieve there goal in line with
the company goals & drive the company’s value
 Coach and mentor the new joiners in the team
 Call monitoring and feedback to ensure CSAT is achieved
 Indentify training and development areas
 To conduct regular 1-2-1 with the team members
Organisation: WNS (NCOP)
Duration: Aug 2006-April 2008
Designation Held: Sr CSA
Responsibilities:
 Was responsible to handle a team of 6-8 members
 To drive their performance to the set targets
 To understand the problems and give adequate solution , which helps them
to achieve there set goals
 Train and coach the new joiners
 Have been TTT certified in UK during the process migrations
Contribution:
 Helped the Asst Manager in preparing reports
 .Have worked very closely with the AM on individual performance
 Calling the UK counter parts and getting resolution.
Achievements:
 Achieved 100% SLA target for accuracy for team
 Streamlined the calling process for the entire team which was appreciated by
the UK client
Organisation: WNS (NCOP)
Duration: Feb 2004-Aug 2006
Designation Held: Customer Care Executive

4. Responsibilities:
 Processing Mid-Term Adjustments, Fast track renewals and new business for
AVIVA Insurance UK
Contribution:
 Prepared TAT Data
 Reviewing items in UK Ref basket and then routing these items in appropriate
work baskets
 Calling the UK helpdesk for queries
Achievements:
 Achieved 100% SLA target for accuracy
 Had to migrate a process from UK to India
 CII certified ( Chartered Insurance Institute- UK) level 1
Educational Qualifications:
Passed B. Com - from Pune University obtained 1st
class with distinction.
 (Subject of specialisation: Marketing and Costing)
Passed HSC - obtained 1st
class with distinction
 (Subject of specialisation: Sales Promotion)
Passed SSC - obtained 1st
class
Additional Qualifications:
Diploma in Interior Designing
Diploma in Computer Applications
CII certified (Chartered Insurance Institute- UK) level 1
Languages Known:
English, Hindi, Marathi, Gujrathi
Personal Details:
Martial Status: Single
Nationality: Indian
Date:
Munira Gheewala