As the AGM - HR & Training, I lead and oversee strategic human resources initiatives for one of the leading staffing organization.My key responsibilities include Lead the creation and implementation of policies and programs in areas such as recruitment, talent management, employee engagement, performance management, and succession planning.Designing and implementing comprehensive training programs that enhance employee skills, productivity, and career growth.Establishing and managing performance appraisal systems, setting clear objectives, and providing regular feedback to optimize employee performance across functions.Ensure compliance with legal standards and industry best practices.Driving employee engagement initiatives and guiding and mentoring HR Team members and thereby fostering a high performing HR function.

• Heading the L& D Team 38 Trainers Pan India.• In charge of the projects : Initial Learning Program & Affirmative Action - PAN India, in which Tata Consultancy Services and Orion Edutech had come into partnership.• In charge of the project: Flex Training - PAN India, in which Flipkart and Orion Edutech had come into partnership.• In charge of the project NEEM - PAN India for clients ranging from Manufacturing, Retail & Logistics.• Responsible for setting up business in the early stages since it was a new division.• Designing & Developing content on topics like Soft Skills, Leadership Skills, Customer Service, Email Etiquette, Personality Development, Time Management, etc.• Managed new employee orientation training process.• Proficient in delivering engaging and informative training sessions to a broad spectrum of participants, ranging from senior leadership and executives to students. • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing enterprise targets.• Conducted train-the-trainer activities to prepare others for effective facilitation, including providing context/ direction.• Identification of Training Needs, Planning, and Effective alignment to business needs.• Actively participated in the final recruitment process with the HR Department.• Leading a team of Business Developers who would give business updates on a regular basis.• Coordinate with clients for feedback and participation.• Handling the tasks of maintaining and enhancing the brand level of the organization.• Mentored the media team regularly in social media activities.

• Handled a team of 5 junior trainers and also coached them as and when required.• Conducting Induction and Train the Trainers Program for new trainers.• Designing and developing training content on BPO, Soft Skills, Sales, Retail and Customer Service using instructional design strategies in a variety of methods. • Understand course content on plan and deliver it to students within a given time period.• Actively involved in orientation, development and evaluation of learners.• Provide feedback to the students about their performance and counsel them on a regular basis for their learning, growth, job retention skills and behaviour.• Encourage individual learning through clear communication and effective use of learning aids during the session. • Closely monitoring the trainees growth and development and counseling them on skills and attitude wherever required.

• Conducting Product Training for the new employees in the company.• Keeping a track on the performance of the employees and also maintaining ERP.• Conducting special Motivational Sessions and Sessions on Soft Skills for the students.• Coordinating with H.O on a regular basis and sending reports as and when required.• Develop, delegate and monitor Center operational goals, objectives and programs, and ensure timely completion.• Monitoring billing functions and revenue status.

• Plan, implement and conduct training programs related to Voice and Accent• Working on the Necessary trainings knowledge (Training Delivery and Content), Facilitation skills, Team Building, Motivation Skills, Customer Service, Sales, Retail, Organization Development, learning and experimentation, Innovative.• Trainee performance evaluation, accurately identifying weaknesses• Demonstrate platform skills including professional demeanor, encouragement of open dialogue• Monitor and observe various training-related work functions• Determine post-training requirements• Organizing various extracurricular activities, events and workshops in the institute. • Developing Communication Skills of the candidates by various means and ways.• Looking over the total Grooming and Personality Development of the trainees.• Short listing the candidates based on their merit and helping them for the placements in various ITES companies.• Coordinating with the H.O Placement Team members to conduct Placement Drives in the Center.• Coordinating with new organizations as well as existing organizations to conduct placement drives.

• Worked as an Technical agent to Provide Voice based Technical support for the customers of Windstream (U.S ISP) & BT (U.K ISP)• Handling all the Hardware & Software queries in Voice Process.• Handling Wireless Connectivity Issues and Different Hardware Configuration.• Provide customers with product and service information• Transfer customer calls to appropriate departments. • Troubleshooting various ISP issues related to TCP/IP & Internet browsers.• Inbound Voice interaction also involved in Troubleshooting Hardware queries and Setting up Service Calls and Dispatches across the globe for Windstream and BT customers.• Provide on-the-job training for new employees.• Ensuring lowest AHT and resolve the maximum number of cases on call • Handled Repeat Cases and providing them the appropriate solutions.

• Handling counter sales and Meeting targets.• Ensured that each customer receives outstanding service by providing a friendly environment, this includes greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service.• Maintained an awareness of all promotions and advertisements.• Preparation and implementation of monthly sales and marketing plans• Communicated customer requests to management.• Recorded Sales and Counter Transactions on a daily basis.