Jun 2018 – Feb 2020 · 1 yr 8 mos · Kolkata, West Bengal, India

• As Regional Training head for eastern Region (OR/WB/BHJH/AS/NE/UP-East), responsible for complete Learning and Development strategy of all the Employees in the Region and Ensuring Strategic alignment of the Training department with the Business Goals. Additionally have managed few international locations on Ad hoc basis as per the requirements
• Responsible for New Hire Induction Training (Sales and Business Development roles and other business facing roles)and on the job training (OJTs)to handhold the new Joiners for a period of 90 days.
• Work Closely with our BPO partner(Fusion) to improve training content and reduce customer complaints.
• Work closely with the Respective Managers to identify the training gaps/needs and engage with Bottom Performers to ensure their performance enhancements through Structured and informal Methods(Coaching,Mentoring,LMS,OJTs,)
• Identify and Assess training requirements and Design E-Learning Contents,Workshops, and other modes of Trainings.
• Leadership Training strategy, planning and delivery.
• Monitor Efficacy of the Training Programmes conducted by L&D Specialists in the team
• Organise and Conduct Train the Trainer (TTT) Programmes for Fellow Trainers.
• Managing LMS
• Work Closely with the Training Vendors on Content Creation and Delivery.
• Refining Existing Systems and processes and setting up new Processes as and when required.
• Monitoring Training Calendar Adherence and working closely with the Team members on the feedback captured after the trainings/Workshops
• Monitoring Training Budget and Expense of the region.
• Leading a team of 15 accomplished trainers in the zone.

May 2017 – May 2018 · 1 yr · East

• Responsible for Sales & Product Training of Front End Retail Executives and Retail Managers.
• Level 1/Level 0 (Induction) Training for new joiners.
• On Job Coaching of the Retail Executives and Retail Managers.
• Have Handled training for Brands like Arrow/Flying Machine /US POLO (Arvind Lifestyles),LEE/Wrangler ( VF).

Jan 2011 – Jan 2017 · 6 yrs · Kolkata

• Responsible for Training across verticals of Sales/Retail/Customer Life cycle/call Centre and Executives at Reliance Distributor points
• Managing Inbound/outbound training process Monitoring and Governance for all Call Centre partners/BPO ( Tech M / KOCHAR/ ATCIS) comprising more than 2000 agents.
• Budget Allocation and Training cost Monitoring.
• Third party Training Tie Ups.
• Training need Analysis, Design, Implementation and Evaluation.
• Formulate training strategy keeping in mind customer needs, competitive landscape and technologies

Jun 2007 – Feb 2011 · 3 yrs 8 mos · Bhubaneshwar, Orissa, India

• Responsible for Retail Operations across Zone.
• Managing 2 Self Operated and 14 franchised stores.
• Responsible for Customer Life management across Zone.
• Responsible For Onboarding of the customer with proper KYC guidelines across sales points
• Responsible for Churn Management and Collection from the Postpaid customers of the Zone and maintaining bad debts below 2%
• Engagement with all Customers and providing best of customer services across all retail points
• Responsible for Enhancement and target achieving achievement of all retail points.

Dec 2000 – Jun 2007 · 6 yrs 6 mos

• Managing 10 franchised stores.
• Responsible for Customer Life management across the State.
• Managing Churn/Collection of the postpaid Customers.