My role involves overseeing the planning, execution, & evaluation of learning initiatives for the projects aligned. I have worked for Bharti Airtel (Retail & DTH), BIOCON, Poonawalla Fincorp, MonteCarlo Constructions, Merino Industries, BIRA91 etc.I have handled large teams, spread across the country for Telecom, NBFC, Pharmaceutical, Constructions & AlcoBev Industries.Here are a few of my responsibilities.Develop comprehensive project plans for each initiative, including scope… Show more My role involves overseeing the planning, execution, & evaluation of learning initiatives for the projects aligned. I have worked for Bharti Airtel (Retail & DTH), BIOCON, Poonawalla Fincorp, MonteCarlo Constructions, Merino Industries, BIRA91 etc.I have handled large teams, spread across the country for Telecom, NBFC, Pharmaceutical, Constructions & AlcoBev Industries.Here are a few of my responsibilities.Develop comprehensive project plans for each initiative, including scope, objectives, deliverables, timelines, & resource requirements. Allocate resources across multiple projects to ensure optimal utilization & alignment with project goals. Foster a collaborative & inclusive team culture that promotes accountability, creativity, & innovation.Communicate regularly with stakeholders, including clients, upline managers, team members, other support functions, to provide updates on project status, progress, & milestones. Manage stakeholder expectations & address concerns in a timely & transparent manner.Monitor project performance against key performance indicators (KPIs), milestones, & deliverables. Track progress, identify deviations from the plan, & take corrective actions as needed to keep projects on track.Manage changes to project scope, objectives, or requirements effectively to minimize disruption & maintain project alignment with organizational goals. Communicate changes to stakeholders & update project documentation as needed.Address conflicts & disagreements among project team members or stakeholders in a constructive & collaborative manner. Foster open communication, active listening, & mutual respect to resolve issues & build consensus.Foster a culture of continuous improvement by soliciting feedback, evaluating lessons learned, & implementing best practices across projects. Identify opportunities for process optimization, efficiency gains, & innovation to enhance project outcomes. Show less

My responsibilities as an instructional designer centered around creating effective learning experiences and materials. Here are a few of my core responsibilities.Collaborate with stakeholders to identify learning objectives and performance gaps. Conduct needs assessments to determine the knowledge, skills, and abilities required for target learners to meet organizational goals.Develop instructional materials, including lesson plans, learning objectives, assessments, and evaluation… Show more My responsibilities as an instructional designer centered around creating effective learning experiences and materials. Here are a few of my core responsibilities.Collaborate with stakeholders to identify learning objectives and performance gaps. Conduct needs assessments to determine the knowledge, skills, and abilities required for target learners to meet organizational goals.Develop instructional materials, including lesson plans, learning objectives, assessments, and evaluation criteria. Design curricula that align with learning objectives and incorporate best practices in adult learning theory and instructional design principles.Create engaging and interactive learning content, such as presentations, videos, simulations, and job aids. Adapt content for various delivery formats, including online, in-person, and blended learning environments.Manage instructional design projects from conception to completion, including planning, scheduling, resource allocation, and stakeholder communication. Coordinate with cross-functional teams, including subject matter experts, trainers, and technology specialists, to deliver high-quality learning solutions on time and within budget.Handled 6 projects from inception till training/solution roll out viz; Catalina, CISCO, Google (YouTube), Spotify, United Health Group & HTC. Show less

Assistant Manager Training - GurgaonMy role extended beyond directly training customer service representatives (CSRs) and other stake holders. My responsibilities comprised of handling a team of trainers, designing, implementing, and overseeing the entire training program within the call center. Here are a few of my deliverables…Lead and mentor a team of trainers or training coordinators. Provide guidance, support, and professional development opportunities to ensure the success of… Show more Assistant Manager Training - GurgaonMy role extended beyond directly training customer service representatives (CSRs) and other stake holders. My responsibilities comprised of handling a team of trainers, designing, implementing, and overseeing the entire training program within the call center. Here are a few of my deliverables…Lead and mentor a team of trainers or training coordinators. Provide guidance, support, and professional development opportunities to ensure the success of the training team.Customize existing training programs to the needs of the processes that I handled which included new hire training, ongoing skill development, product knowledge training, soft skills training, and culture sensitizing.Oversee the delivery of training programs by trainers or training facilitators. Ensure that training sessions were engaging, interactive, and aligned with learning objectives. Provide guidance and support to trainers as needed.Establish performance metrics and evaluation criteria to assess the effectiveness of training programs. Monitor trainee performance and provide feedback to trainers and trainees to identify areas for improvement.Conduct regular needs assessments to identify gaps in knowledge, skills, and performance among CSRs. Use feedback from performance evaluations, customer feedback, and operational metrics to inform training priorities.Prepare monthly training dashboards to review progress with operations on a monthly basis and publish reports to the stakeholders.Manage the training budget, including allocating resources for training materials, technology, and professional development opportunities for trainers.Collaborate with the management, operations teams, HR, and other stakeholders to align training initiatives with business goals and objectives. Communicate regularly with stakeholders to provide updates on training activities and solicit feedback.Hiring the right manpower for the process was one of the core direct deliverables. Show less

Lead Voice & Accent & Soft Skills Trainer/VASS CoachRoles & Responsibilities:My role as a VASS Coach and as a Lead Trainer was to ensure that the customer service representatives (CSRs) & SMEs aligned with me were equipped with the necessary skills and knowledge to excel in their deliverables. I was involved in the following.Conduct Training Sessions for newly hired CSRs/SMEs as well as for the existing employees on Voice & Accent, Soft Skills, Product & Process… Show more Lead Voice & Accent & Soft Skills Trainer/VASS CoachRoles & Responsibilities:My role as a VASS Coach and as a Lead Trainer was to ensure that the customer service representatives (CSRs) & SMEs aligned with me were equipped with the necessary skills and knowledge to excel in their deliverables. I was involved in the following.Conduct Training Sessions for newly hired CSRs/SMEs as well as for the existing employees on Voice & Accent, Soft Skills, Product & Process, Cultural Alignment & Functional Training.Customize training material as per the process & audience requirement.Listen to calls and offer practical demonstrations of call handling techniques, such as call opening, probing for information, providing solutions, and call closing. Provide feedback and coaching to help CSRs improve their performance.Run projects to move CSRs in bottom quartile to the next level or higher.Conduct calibrations session for the quality assurance team for better alignment.Conduct training sessions for seasoned CSRs in top quartile to enable them for their next level.Liaison with the operations and other functions to ensure smoother functioning. Show less

Advanced Support Group Executive/Technical Support ExecutiveRoles & Responsibilities My role as an ASG was to ensure that I assist the CSRs/SMEs to resolve technical issues which they found difficult to fix. Take complete responsibility of difficult calls and solve them with a TAT of 24 hours. Conduct training sessions for the CSRs on new and difficult call drivers.As an ASG, I was again required to adhere to the quality standards and service levels to deliver consistent and… Show more Advanced Support Group Executive/Technical Support ExecutiveRoles & Responsibilities My role as an ASG was to ensure that I assist the CSRs/SMEs to resolve technical issues which they found difficult to fix. Take complete responsibility of difficult calls and solve them with a TAT of 24 hours. Conduct training sessions for the CSRs on new and difficult call drivers.As an ASG, I was again required to adhere to the quality standards and service levels to deliver consistent and high-quality technical support services. Meet performance metrices such as AHT, FTR & NPS. Show less

Technical Support ExecutiveRoles & Responsibilities My role as a Technical Support Executive was to ensure that I assist customers calling in with technical issues with their HP (Hewlett Packard) printers, copiers, scanners, cameras, and fax machines. And my responsibilities included identifying the issues quickly, troubleshooting and providing a viable solution within time. Educate the customers on how to use the product and prevent further technical problems.I was required to… Show more Technical Support ExecutiveRoles & Responsibilities My role as a Technical Support Executive was to ensure that I assist customers calling in with technical issues with their HP (Hewlett Packard) printers, copiers, scanners, cameras, and fax machines. And my responsibilities included identifying the issues quickly, troubleshooting and providing a viable solution within time. Educate the customers on how to use the product and prevent further technical problems.I was required to adhere to the quality standards and service levels to deliver consistent and high-quality technical support services. Meet performance metrices such as AHT, FTR & NPS. Show less