Sanjay Rawat Email and Phone Number

Our Expertise in Training and Management Consulting is made possible through our expertise gained for over two decades not only as consultants but also as professionals in the field of Sales, HR, Quality and General Management through our exposure at grassroots as well as Leadership roles spread across startups as well as Fortune 500 companies. This enables us to sharpen your focus and infuse meaning to your products and services; Evolve your customer and employee paradigm thereby making you nimble, connected and sustain your competitive advantage. Our service capabilities include are consulting practice of Building your Execution Excellenceperereating your service DNA, Customer Experience Journey enhancement as well as business Process management; In addition, we build your sales capability through Training , People and Process Diagnosis as well as evolving your People practices through Employee Engagement, Coaching, Personal re-enggineering , Leadership Development & Assessment centres.

 • Co-Conceptualised & enabled the conglomerate’s first venture into education , Training & consulting • Set up Processes , Organization structure, Institution Infrastructure design within a month of Company formation& achieving accreditation from the board. Developing processes for large scale open Selection, through, Written Tests & Interviews at Multiple venues for the enlisting students for the Academy • Established Alliances & MOU with Institutions like IIM, vendors like SQC,COPC, CISCO( web-ex) to enable delivery of learning in the academy within two months of company conceptualization• Conceptualized & Enabled Rolling out Corporate Varsity- in six months- Corporate training& consulting in within 14 months of formation focusing on service industry on areas of Customer Experience & employee engagement

To provide direction, planning, supervision and overall management for the learning & development function .LEADING THE LEARNING & DEVELOPMENT FUNCTION: Develop comprehensive Training & Development policies, for the Retail &Telecom ( for India & Sri Lanka ) Creating National Instore Experience CAPABILITY FOCUS & EMPLOYEE ENGAGEMENT: Developing effective induction& skill development programmes ORGANISATIONAL DEVELOPMENT:Human Process Intervention: Team Building, Role- Clarity exercises  Creation of Coaching parameters Human Resources Intervention: Creation of Performance Development Processs  Creating Job Description for all levels in consultation with the Hay Group Designed & developed Competency Mapping for the organizationStrategic Interventions: Creation of e-learning . TALENT ACQUISITION:  acquire talent through the retail academy Nov’08 onwards

 Training & quality policy deployment in Customer Service for the voice& data processes-backend-Billing, Customer verification, e-mail & Retail-Hutch Shops To set the Standards of performance in synchronization with the company quality directives and document the same.. Training Content Design & Development Identify ‘Critical To Quality’ Metrics [CTQ’s] and ensure that the training metrics are customer driven •Conduct Training Needs Analysis in consultation with Operations, prioritize and execute a Training calendar Achieve the monthly target of Audits& analyse Trends Monitor reports and analyze trends to provide inputs for increasing productivity in the shifts.  Champion key initiatives for process improvement  Coaching and mentoring the QA & Training Teams.  Training & Trainer Evaluation & Feedback / Quality Assessment & Audits Training & Quality related Budgeting, forecasting & MIS

 Develop comprehensive solutions, defining policies, standards, guidelines and Processes based on industries best practices adhering to international Standards for the telecom, ISP& International BPO process Conducting training programmes for the employees and setting up of training department Planning and coordinating training requirements in areas such as voice and accent training, process and behaviour training, customer care, telesales, management and leadership training programmes for usage at both national and international contact centres. Supervise Preparation of Training Calendar Training related Budgeting, forecasting & MIS To define job responsibilities, supervise and review performance on an ongoing basis.  Worked with clients, vendors to develop new training and development opportunities &to keep abreast of new developments in the training field.

 Building& nurturing the spirit of learning across global group of companies-Corporate HRD(97-2000),moved to software to establish OD, performance management,Employee Engagement,Talent Management & other HR practices in software(2000-2002), call centre ( 2002-2004) Developing processes for large scale open Selection, Walk-in-Interviews, and Campus placements, Written Tests & Interviews at Multiple venues for the Software & the BPO divisions. Employee orientation &Talent Management of employees Developing & promoting organizational climate and culture survey, coordinating with placement agencies, engaging excellent professionals through various means .  Employee Engagement (e.g. Career growth & Planning, Monthly Open forum, Editing the monthly magazine, Confidential advice etc.), identifying manpower potential & reviews with job evaluation & analysis.  Ensure Continuous employee development through classroom training, learning kiosk, OJT, e-learning, outbounds , projects &Competency mapping  Maintain Training MIS Conformance to ISO 9002 ,COPC &PCMM standards Manpower Planning: Proficient in conducting manpower planning& Forecasting on parameters like Bench Strength

 Conducting Training Programs  Handling & co-ordinating marketing activities for Mumbai Fulfillment of billing & revenue targets. Generation of enquiries through events; workshops.