Oct 2021 – Mar 2023 · 1 yr 5 mos · Mumbai, Maharashtra, India

• L&D professional since 22+ yrs of exp. ICF Certifed Life and Leadership Coach. Certified NLP Practitioner. Emotional Intelligence Coach. Writer | YouTuber | Podcaster | Content Creator Author in the making

Feb 2017 – Dec 2021 · 4 yrs 10 mos · Noida, Uttar Pradesh, India

• Training Head for a large Telecom Account handling PAN India Training Operations

May 2015 – Nov 2016 · 1 yr 6 mos · Noida, Uttar Pradesh, India

• Heading the Training & L&D function PAN India

Oct 2010 – May 2015 · 4 yrs 7 mos

• Heading the Training & Quality function of an outbound Sales vertical
• Training Effectiveness- Responsible for new hire training , OJT execution. Designing and executing regular Skill Enhancement trainings. Identifying BQ and skill enhancement to improve performance. Conducting TNA & TNI and fixing the gaps for optimum training effectiveness.
• Quality: Responsible for the quality and compliance adherence of the business unit. Analysis of business effectiveness and developing strategies to improve performance on shop floor.
• Performance Upskilling of the Audit and Verification team.
• Preparing Strategies to take the Customer experience to a different level; thus, ensuring Customer Acquisition through Referrals
• People Management – Ensuring E-Sat and attrition numbers to be within budgets. Structuring the management of businesses in an efficient and profitable structure
• Customer Retention – Developed strategies for retention of existing customer base by keeping the churn ratio less than 6% year after year.

Aug 2003 – Oct 2010 · 7 yrs 2 mos

• TRAINING MANAGEMENT
• Manage Training development at enterprise level (Pan India Management)
• Performance evaluation of training team - Monitoring and evaluating programs, processes and practices for Training effectiveness
• Implementation of ISO 9001:2000 standards and conducting periodic audits for the same
• Effective Content creation & development: Training Need Analysis and delivery & development of training material with client and internal stakeholders
• Bottom Quartile Management and create improvement mechanism across all processes. Aligning TNA to Business Needs
• Planning departmental and functional training Calendar & Annual training budget
• Evaluate effectiveness and quality of training content & methodology. Creating standardized SOPs and workflows for Training as well as Quality for continuous improvement
• Devised online Feedback & Certification mechanism and MIS management
•  Facilitate Train-the-trainer programs & certification process for trainers
•  Driving Attrition control project during training and also mapping post training attrition
• Creating a learners Bell curve and Focus Group for each process
• Ensuring smooth client management both Internal customers and external customers
• Developed Learning tools library & Workshops for all Middle and Sr Management for behavioral and Organizational development training
• LEADERSHIP TRAINING / Organizational Development
• Training Middle Management (Team Leaders, Asst Managers and Managers) and Sr. Management (Sr. Mgrs, AVPs, VPs, upto Sr. VPs) on Behavioral training
• Developed a mandatory workshop for Middle & Sr. Management on Leadership skills enhancement
• Developed and Executed training for all Sr. Management (AVPs & above) on Performance Management, KPI analysis and H3 Model for leadership, DISC Profiling etc.

Jul 2002 – Dec 2002 · 5 mos

• Credit Cards Sales for ABN AMRO Bank
• Responsible for developing not just the team but the entire Business.
• Profile included handling the entire operations, right from Recruitment, Training, Quality, Sales Targets etc.
• Also had interactions with the Clients to know their business requirements from time to time.
• Started the Call Centre with a pilot batch of 25 people, gradually managed to take it up to a level of 70 representatives over a period of just six months.

Jan 2000 – Jul 2002 · 2 yrs 6 mos · Delhi

• Handled processes for Credit Sales & Personal Loans for Standard Chartered Bank
• Also was responsible for a 10 workstations process for Kotak Securities which is a E-broking company
• Profile was to develop the entire team of about 25-30 people, which included field agents also; to ensure that every assignment delegated to the team is completed and successfully achieved.
• Sales targets achieved religiously month after month
• Job Profile was to manage a team of over 20 Telesales Executives and 15 Field Executives, Along with 4 Team Leaders.
• Successfully achieved the Pan India No.1 Title for the Best Team in 2000-2001.