May 2016 – Mar 2017 · 10 mos · Mumbai Area, India

• Reporting to the CEO with additional reporting to CPO. Responsible for the entire customer experience across all touchpoints. To create an exceptional customer experience by process mapping, process change, re-skilling and re-deployment.
• Managed process improvements for call centers, clinic staff and teams of doctors across the country.
• Monitored customer touch points and probed for areas of improvement.
• Trained leaders in call centres and clinics on process change and skill building.
• Coached senior doctors on performance improvement.

May 2013 – Apr 2016 · 2 yrs 11 mos · Pune

• Worked as a freelance trainer, partnering with companies such as DDI, Forum India, and with clients like Airtel, PepsiCo, EY, Exxon Mobil, Tata Communications, handling training initiatives for mid and senior level leaders.
• Designed & delivered learning and change interventions, and also managed follow-up post training.
• I enjoyed working ‘from the outside in’ with people in various organizations and seeing what makes them tick.
• Indicative snapshot of projects undertaken from March 2014 to July 2015:
• In June and July 2015, trained more than a hundred leaders including Area and Divisional Managers in four leadership workshops at Hyderabad for Shriram Life.
• In Feb and March 2015, 21 workshops done on Effective Performance Review for Airtel mid-level and senior management across India and Sri Lanka.
• In March 2015, did workshops on Inclusion for Women’s Day for Aditya Birla Financial Services at two locations at Mumbai.
• In Sept 2014, did ‘Hiring the Best’ session for top management of Dun & Bradstreet.
• In Aug, Sept, Oct and Nov 2014, facilitated three-day academies for mid-level employees of Airtel to help them step into the role of a first time manager.
• In July and Dec 2014, did one-day ‘Decision Making Skills’ sessions for mid-level and senior employees of PepsiCo.
• In May 2014, trained mid level employees of Exxon Mobil on ‘Communicating Assertively’ across multiple locations in India. This was done in coordination with a team in Singapore and the U.S. providing support and validating facilitation skills.
• In March 2014, completed a project for senior employees of EY on ‘Competency Based Interviewing’, which included classroom-training, certification of trainees in a TTT, and follow-up training and support interventions.

Oct 2007 – May 2013 · 5 yrs 7 mos

• In this role, groomed four team members to the regional head level.
• Promoted to this post in October 2007 as Training Head for Rajasthan. After a stint at Jaipur, transferred to Pune and managed Rest of Maharashtra-Goa (ROMG) region. Led a team of trainers (Associate Managers and Deputy Managers).
• Interacted with the VP, AVP’s and Territory and Branch Managers to develop strategy and identify need areas related to desired performance.
• After planning, deployed trainers to act on these needs.
• Managed managers to help them lead their teams.
• Coached and guided senior trainers in their work through observation and feedback, and trained them on skills and knowledge.
• Worked with Head Office teams to design and develop content.
• Trained frontline and mid level leadership audiences on various programs.
• Designed and rolled out an m-learning initiative to quickly reach employees and distributors with appropriate knowledge.
• Took various initiatives to support employees to achieve their KRA’s, reduce attrition and rise in their careers.

Sep 2005 – Sep 2007 · 2 yrs

• This was my introduction to L&D. Here, I travelled extensively, learned a lot and enjoyed taking initiatives which helped get me promoted to the next level.
• I trained both employees and distributors on knowledge and skill based training programs across Madhya Pradesh.
• I conducted selling skills & customer service skills based programs, product trainings, Inductions and trainings on aspects of financial planning.
• I designed content for training programs, and took part in green belt projects as a content designer.