Ganesh Bahadur Chhetri Email & Phone Number

New Delhi, Dl, In

India

• Extensive experience in setting up organizations training/ L&D ecosystem.• Effectively managed the L&D investment through meticulous planning, budgeting, forecasting, and vendor management• Devised and implemented a scalable training needs analysis framework, bolstering workforce skills and performance by 50%• Utilized learning measurement and analytics to assess program efficiency and effectiveness, ensuring that all key learning metrics were measured, published, and leveraged for decision-making.• Led and furnished learning solutions for annual performance management training recommendations in HRIS system• Led succession planning to support and provide learning solutions and ease the system• Implemented e-learning solutions, reducing training costs by 15% while increasing accessibility.• Managed team of 50+ in-house trainers. Also created a ready pool of external trainers to fill business and training requirements.• Facilitated Train the trainer workshops, brain storming sessions, guidance and mentorship to optimize trainers performance. • Developed and maintained strong relationships with key stakeholders across the organization to ensure alignment of L&D initiatives with business goals.• Training Facilitated: process training, product training, voice & accent, various behavioral and soft skills trainings• Spearheaded the new hire and onboarding program, reducing the new hire ramp-up time by 30%.• Policy, Master list of Documentations & Records and ISO Audit• Senior Management and Leadership hiring• Employee Engagement Champion

Kathmandu, Bāgmatī, Nepal

Global Learning & Development• Setup and managed learning & development ecosystem at organizational level• Create and execute learning strategies and programs• Worked closely with various leaders and top management across the organization to design curriculums for all employees that is aligned with company core values, culture, strategic imperatives, learning requirements.• Developed training calendar and materials for classroom training.• Training Facilitation: Facilitated various soft skills training and workshops • Performed quality assurance reviews of training documentations.• Controlled training expenditures within assigned budgets.• Setup and managed new hire induction & orientation and joining formalities.• Drive performance management and appraisal system• Policies, Documentations and ISO Audit • Assisted recruitment team for senior level hiringHead | Multichannel & Customer Experience ManagementProject: CG Communication | CGNet, An ISP Company• Setup and Managed Contact Centre and Multichannel• Set up sales force and developed channels to drive sales• Design end to end customer journey for • Directed vendor to design and manage CRM system for effective customer journey• Development of new projects from start to finish, creating a budget, implementing timelines, testing ideas, executing and measuring results• Led company's digital property and social media & marketing wing• Process Engineering and Management• Recruit, develop & ensure retention of respective team by formulating their development plans, meeting their training needs and communicating with them on a regular basis

Noida, Uttar Pradesh, India

Role: Process TrainingDomain: Customer Experience ManagementClient: Dell EMC, US• Business Process Management Lead• Liaising with US offices to ensure full alignment and implementation of strategies relating to Complaints Root Cause Analysis, Quality Assurance, VOC research & Insights• Client Relationship Management• Process Improvement, Change Manager• Knowledge transfer and business transition (onshore-offshore)• Business Process Training. Facilitated product and various soft skills training to enhance customer experience and reduce defects in daily process transitions.• Mentor and coach associates and help them learn the process and gain efficiency.

Noida, Uttar Pradesh, India

Role: Process Training Domain: Customer Experience Management Client: JCPenney, US• Led Process Training and Quality Management• Process Training Facilitation for new hire employee• Monitor, Mentor new hire employee on daily task• Provide regular feedback to employee’s on daily performance• Process audit and feedback• Training facilitation on customer service and other necessary soft skills trainings.• Decreased the number of complaints 30% by redesigning the complaint-handling process.

Gurugram, Haryana, India

Role: Process TrainingDomain: Customer Experience ManagementClient: GE Healthcare, US• Process Training Facilitation for new hire employee• Quality Management: Ensuring process adherence and accuracy• Escalation Manager: Handling customer escalations and solutions• Subject Matter Expert

Pune, Maharashtra, India

Customer Service Specialist & TrainingCaptive Unit | USA• Customer Service Process Management• Process Training• Product Training• Soft Skills Training Facilitation• Voice and Accent Trainer

Bachelor'S Degree, Education & Economics

Higher Secondary, A

Activities and Societies: Debate Champion, Social Science Exhibition, House Captain, School Captaincy