Sep 2010 – Present · 15 yrs 8 mos · Mumbai Area, India

• I am an experienced Corporate Training Consultant & Behavioral Coach, training & coaching employees of all levels. My background prior to consultancy work was 10 years with the L&D department of various organizations.
• My qualifications include:
• Bachelor of Commerce (BCom) from Mumbai University, Post Graduate in Business Management (PGDBM) from K.J. Somaiya College of Management Studies
• Diploma in Training and Development from ISTD, New Delhi
• Certified Trainer from Dale Carnegie
• NLP Practitioner certified by The American Board of Neuro-Linguistic Programming (ABNLP)
• International Coach Federation (ICF) certified Leadership & Executive Coach
• Wellness and Life Coach certified by ICF
• Completed Foundation Course in Transactional Analysis from Institute of Counselling and Transactional Analysis
• Certified by TRACOM Group on Social Style -Interpersonal Effectiveness Training
• Have trained over 70k + employees across industries from Junior till Senior Management level. Have catered to sectors such as IT, Banking & Finance, Manufacturing & Engineering, BPO, KPO, Insurance, Pharmaceutical & Healthcare,Telecom, Shipping & Logistics, Power, Retail, Media, PSU’s & Consulting firms in India, Oman, UAE, Singapore & Australia.
• Also conduct sessions, assessments and guest lecturer for Management & Engineering colleges and Educational institutes.
• Core Competencies:
• Analyzing Training Needs
• Designing & Delivering modules
• Measuring Post training Effectiveness
• Client Relationship Management
• Experiential Learning methodology
• Mock Assessments for GD, PI for Campus Interviews

Feb 2010 – Sep 2010 · 7 mos

Dec 2004 – Mar 2010 · 5 yrs 3 mos

• Conduct trainings across all levels and industries on Leadership, Time Management, Team Building, Effective Communication, Facilitation Skills, Presentation Skills, Conflict Management, Negotiation Skills,Change Management ,Grooming & Business Etiquette & Interpersonal Skills.
• Train on US, UK, Australian Accent and Culture.
• Conduct Training Needs Analyses (TNA), On The Job Monitoring (OJM) and Mystery Shopping & Training Audit assignments.
• TTT (Train the Trainer) workshops.

Dec 2003 – Nov 2004 · 11 mos

• Involved in training batches on Process, Communication Skills, Customer Service, Soft skills, Selling & Culture.
• Conduct Induction training for new hires.
• Preparation of training manuals for Process, Soft Skills and Culture.
• Acted as an Internal Auditor for COPC.
• Providing on-going feedback to agents on basis of their quality ratings and individual performance.

Jun 2003 – Dec 2003 · 6 mos

• Preparation and maintenance of various MIS reports like Team Performance report, agent reports, weekly and monthly performance and agent productivity report.
• Train and coach new team members and executives on process, product and soft skills.
• Monitor calls and provide feedback with the Quality team to the management.

May 2002 – Apr 2003 · 11 mos

• Was one amongst the only first 4 Senior CSA's to be trained under the US certified language and
• accent neutralization training called 'LESTER'.
• Train new executives on Process and soft skills.
• Managing a team of 15 CSA's in absence of Team Leader.

Jul 2000 – Sep 2001 · 1 yr 2 mos

• Handling inbound calls for a pharmaceutical company based in UK called 'Goldshield'.
• Underwent various trainings such as Call Performance training, Voice and Accent training, Language training from British Council and Customer Service training.
• The only agent chosen from a batch of 50 agents to handle calls for a Pilot project for the elite and upper class of UK (The Lords and The Ladies).