Jan 2021 – Jan 2025 · 4 yrs · Jaipur, Rajasthan, India

May 2018 – Oct 2019 · 1 yr 5 mos · Jaipur, Rajasthan, India

• I began my career with SWIGGY as Assistant Manager I and soon got promoted to Assistant Manager II for delivering stupendous services. In this tenure of my career, I was responsible to map out training plans, design and develop training programs. I was also accountable to maintain updated curriculum database and training records. Effectively delivered both classroom training and on the job training. Proficiently ensured effective achievement of process implementation and process adherence. Deftly facilitated Periodic Process Training Refreshers. Successfully ensured continuous learning and mastering all process knowledge. Instrumental in developing individual competencies for improving work efficiency. Actively maintained and shared training reports on time. Significantly maintained records of results for training and retraining programs. Gained insightful knowledge of Content Development an added advantage. Adroitly involved in generating leads and hiring of Delivery executives as per hiring projection and complete within the given timeline.

Feb 2015 – May 2018 · 3 yrs 3 mos · Jaipur (Rajasthan)

• As a Regional Trainer, I was responsible for conducting soft skills training for topics like Team Building, Situational Leadership, Root Cause Analysis, Problem Solving & Decision Making, Performance Feedback, Customer First, Conflict Management, Effective Delegation, Business Ethics, Managing Cost, Communication Skills etc. I was also accountable for planning, organizing and conducting orientation program along with Process Training – Classroom Training & On Job Training. Known for ensuring compliance to standards / norms & highlight & bridge gaps if any. Actively shared feedback (from the field FEs) & suggestions on process improvement idea with the relevant designated POCs and ensure closure on the feedback/Suggestions. Adding this, I was also accountable for 2-way feedback sharing sessions with field executives. Adeptly worked as an important point of contact for all training related reports. Pivotal in smooth transitions of new process roll out across Region within timeline as per operational requirements. Adeptly created daily tracking and session reports, monthly statistics and reports on executive feedback. Significantly deployed planned transition processes, OJT and ensuring competency level meets business needs. Actively engaged with the respective regions through structured interactions, as well as regular communications formally and informally. Instrumental in managing logistical needs for all the training programs, ensuring seamless delivery. Successfully analyzed and identified Training Needs through internal Quality & Ops reports. Demonstrated grasp in preparing periodic Refresher Training Plan and Calendar. Closely worked at hub level with all the field executives so that customer escalations could be reduced and to maintain better C-SAT scores. Efficiently generated MIS reports training programs and sharing it with central team Records management. I also worked as an important link between vendors and related department.

Dec 2011 – Oct 2014 · 2 yrs 10 mos · Gurgaon, India

• During working with Aegis India Ltd. I was leading a team of 6 trainers in the training hierarchy including SME, Sr. Execuitves and Executives along with 1 MIS resource, to make Coordination with Business Development team for the smooth transitioning of the new businesses & implementing new initiatives. Deftly worked for different Processes: - Airtel Collections, Airtel Retentions, Airtel Postpaid, Get IT & MLI. Instrumental in delegating assignment of responsibilities to team members on weekly basis and review for the same. I was also handling client queries and acting as the face of the training team. Proficiently conducted Reward & Recognition to motivate the best performers on quarterly basis to motivate the team members. Adroitly prepared report cards, training dashboards, managed developmental trainings & drive it in the team, prepared JKQ and Quality TNI to identify the bottom performers & need of refreshers.

Jan 2011 – Dec 2011 · 11 mos · Jaipur, Rajasthan

Aug 2008 – Nov 2010 · 2 yrs 3 mos · Jaipur, Rajasthan