Maitreyee Joshi

• Led and mentored teams of 20-30 agents, fostering a high-performing culture of collaboration and accountability
• Implemented effective coaching and development programs, resulting in significant skill enhancement for agents and the successful promotion of several team members to subject matter expert roles
• Implemented and tracked key performance indicators (KPIs) such as close rates, customer satisfaction, and average handle time, resulting in 95% customer satisfaction rating, or a 10% reduction in average handle time
• Prepared and presented comprehensive performance reports to senior leadership, highlighting key metrics and actionable insights
• Maintained strong relationships with corporate clients by consistently delivering exceptional service and exceeding expectations

• Developed and delivered comprehensive sales training programs for new hires, utilizing Siebel CRM and other relevant software
• Provided ongoing coaching and support to sales representatives, including real-time monitoring, call evaluations, and performance feedback
• Collaborated with operations and management teams to identify training needs and develop customized training solutions
• Managed multiple concurrent training classes, ensuring consistent delivery of training materials and achieving high levels of knowledge retention, resulting in minimal attrition rates
• Contributed to the development and maintenance of training materials and documentation

Led the launch and development of the Pinterest Ads training program for SMB and Enterprise CAM Support teams, supporting onboarding, upskilling, trainer development, and training operations across regions.

• Designed and implemented Training Strategy & Onboarding (TSO) programs and structured new hire training for SMB and Enterprise CAM Support teams.

• Built progressive training programs for tenured SDRs, Project Managers, and Account Managers to support continuous learning and performance improvement.

• Collaborated with trainers and operations teams from TP EMEA to align training processes, share best practices, and ensure consistency across global teams.

• Training, mentoring, and ramping new trainers, enabling them to independently plan and deliver training sessions.

• Partnered with client stakeholders and operations teams to provide regular training updates, align on program goals, and ensure SOPs and training documentation were created for future hires.

• Standardized training materials, processes, and documentation to improve onboarding consistency and program scalability.

• Delivered instructor-led training sessions, workshops, and coaching on Pinterest Ads products, tools, workflows, and best practices.

• Continuously improved training programs based on performance metrics, feedback, and business needs.

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Developed lesson plans, instructional materials and written practice tests for SMB and CAM Support training courses.

• Successfully launched the Spotify ad program in North America, collaborating with cross-functional teams to ensure a smooth rollout.
• Trained the pilot team on Spotify ad products, quality guidelines, and best practices, enabling them to deliver exceptional results.
• Teamed up with worldwide teams to identify learning requirements, develop thorough educational resources, and facilitate successful training initiatives.
• Performed consistent quality assessments, offering critical feedback to stakeholders.
• Instituted quality assurance procedures to guarantee compliance with best practices.
• Assessed training program effectiveness on regular basis and improved upon deficient areas.

• Designed and delivered comprehensive training programs for new hires on Google Ads products and tools
• Facilitated weekly progressive training sessions to enhance seller knowledge and skills
• Collaborated with operations teams to ensure smooth transitions for new hires
• Conducted regular quality assurance checks to maintain high standards of client interactions
• Collaborated with stakeholders to identify areas for improvement and implement best practices

• Provided exceptional customer service by effectively addressing customer inquiries and resolving issues
• Built strong customer relationships through personalized solutions and proactive communication
• Collaborated with team members to ensure seamless customer experiences
• Developed in-depth product knowledge of Bell MTS products and services
• Achieved sales targets by effectively promoting and selling products