HR and Learning & Development

- Result oriented professional with over 12 years of extensive experience in Business Process Outsourcing, Learning & Development, Process Improvement and Transitions.- Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals- Experience in mapping business requirements, designing customized solutions with strong analytical skills and ability to analyze business practices and define optimal procedures**For complete profile: nusrat.saikia@gmail.com

- Primary KPA of increasing people capability at NIIT education centers. This included creating and delivering modules on Products and Functional Skills.- Responsible for formulating training, effective planning, and executing training programs across all regions- Designed, created and executed the 'floor support' program for the sales force with the objective of providing field support to learners and ensuring real time learning- Responsible for creating Scripts, One Pagers, Fee List, and Policies proficiently- Responsible for quarterly review of SOPs, SOWs, Process maps, Work Instructions, Training manuals across lines of business to ensure effective knowledge management

- Managing a team of 17 – 20 members in voice inbound customer service & up-selling process- Review daily key operational variables- Up - skilling a team of new hires by assessing Performance and motivating to achieve desired results.- Implementing the ideal Coaching & Feedback model with team members and achieving desired SLAs, i.e.; CSAT and Sales- Able to take end-to-end ownership of employee issues that require liaison with others.- Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc.- Successful completion of the Six Sigma Yellow Belt Training while in this position.