 Team supervision People development - feedback and coaching Motivating the team to fulfill their responsibilities according to the required standards Co-ordinate and oversee internal and external training operations Managing relationship between the team, internal and external clients and stake holders Providing cross functional support Planning and executing training and development strategy to support company’s vision  Ensuring creative, innovative and positive approach Planning and prioritizing  Creating and discussing team and individual plans, initiating monthly, half yearly and yearly reviews Create Team development plans and identify training needs Ensuring systematic training and development needs assessment processes are in place and incorporated within formal performance appraisal review, training need assessment, job analysis report etc. One on one discussion with subordinates on regular basis to check any hurdles faced by them or to share any good practice or scope for improvement Deploy TTT sessions Close communication with Operations, HR and team members to discuss training needs, availability and opportunity Meeting / Improving customer satisfaction metrics and critical operation metrics Taking initiatives in process improvement Arrange internal training and development programs using external suppliers and consultants Oversee maintenance of all necessary training and development records  Attending training conferences and seminars Maintain an awareness of developments in the training field to ensure that the company continues to take advantage of best practice Trend analysis and maintaining reports Meeting clients  Support floor engagement activities  Part of wellness team SPOC for New Hire Trainingo Preparing training calendaro Planning and aligning trainero Handling and providing resolutions during hurdles if any o SOP - Preparing, maintaining and controlling version

Systematic training and development needs assessment processes are in place and incorporated within formal performance appraisal review, training need assessment, job analysis report etc.

• Training newly hired employees, conducting refresher and up-skilling sessions for existing employees.• Ensuring that the trainees deliver to the best of their ability.• Conducting “Train The Trainer” sessions for new and existing trainers for various processes.• Checking the efficiency of the training module and bridging gaps (if required).• Preparing and updating the training content and manuals to ensure that there is no gap between training department and the business unit.• In addition to this handling administrative work for the entire training department including trainees.• Ensuring neglible attrition and adherence issues in training.• Conducting team building activities.• Done floor walking for “Customer Care Co-ordinators” • Handling escalation which involves decision making and providing accurate resolutions.• Handled projects like “CFPB” and “TRS” achieving 100% results and completing the project on time.• Understanding the TNA’s (Training need analysis) from the business unit point of view.

• Identifying the training needs and setting the objectives placed by the organization • Planning, Designing and Execution of Training programmes against the objectives.(Traditional and accelerated learning)• Pre-course identification of people with needs and completion of the preparation required by the training programme.• Training the new hired employees and managers.• Understanding their requirements and ensuring that they perform the best during and post training.• Testing their knowledge throughout the training duration and ensure that they meet up with the values of the organization.• Giving individual and group feedbacks to improve the performance of the employees.• Handling the group of trainers reporting to me ensuring that they are motivated at all times and deliver what is expected.• Conducting activities for team bonding.• Understanding the TNA’s (Training need analysis) from the floor point of view.• Preparing training modules, trainer guides and ensuring that the objective is achieved where any trainer can deliver on the content developed.• Handling projects based on the requirement of the floor, either from the TNA’s done or new tool/system launched post experimenting on the training/live environment of the tool.• Checking the efficiency of the training module and bridging the gaps (if required).• Conducted Pilot MBB (Mobile broadband) Batch in Pune.• To complete a personal action plan during and at the end of the training for implementation on return to work, and to put this into practice, with support from the line manager.

• Analyzing the customer’s needs and selling the products as per customer requirement.• Achieving the targets set for myself. In fact the targets were beyond expectations every time.• To work with the sales team and gain confidence on how to meet the customer’s expectations?