Jan 2022 – Mar 2026 · 4 yrs 2 mos · Gurugram, Haryana, India · Remote

• Strategic L&D Orchestration
• Skill Framework Architecture: Mapping and forecasting capability gaps across complex global
• organizations.
• ROl & Performance Analytics: Quantifying training impact through productivity gains, retention rates,
• and business KPIs.
• Strategic Stakeholder Partnering: Aligning learning initiatives with C-suite objectives and regional
• business goals.
• Change Enablement: Leading organizational agility during digital transformations and structural shifts.
• Digital & Al Transformation
• Al-Driven Personalization: Designing adaptive learning journeys using Generative A l (GenAl) and
• Agentic systems.
• LXP/LMS Ecosystem Design: Orchestrating integrated digital learning environments (Moodle, Canvas,
• Articulate 360).
• Skills Intelligence Platforms: Leveraging data to predict emerging talent needs and model future
• workforce scenarios.
• Workflow-Integrated Learning: Embedding micro-learning and performance support directly into daily
• employee tools.
• Operational Excellence
• Global Vendor Management: Managing multi-million dollar P&L and negotiating high-value vendor
• partnerships.
• Scalable Program Management: Engineering end-to-end campus onboarding and leadership pipelines
• at scale.
• Agile L&D Methodology: Applying iterative, feedback-driven design to ensure learning relevance and
• speed-to-impact.
• Compliance & Risk Mitigation: Spearheading automated certification strategies to ensure 100% audit
• readiness

Dec 2019 – Jan 2022 · 2 yrs 1 mo · Gurgaon, India · On-site

• As a Senior Associate Trainer, I excelled in facilitating batches for new hire trainees, focusing on soft skills and process training. My role included conducting learning and development sessions tailored to different organizational levels. I was adept at identifying training needs and implementing refresher courses across various processes to enhance employee proficiency.
• Proficiency in Learning Management Systems (LMS) was crucial in my responsibilities, where I uploaded training modules and enriched them with interactive elements to create comprehensive courses. I actively participated in meetings to update materials and curricula, ensuring alignment with evolving organizational needs and future class requirements.
• Monitoring and reviewing training content for relevance and accuracy were integral parts of my role. I maintained meticulous records of New Hire Training (NHT) batches, facilitating smooth internal and external audits. Additionally, I disseminated timely product updates to production staff, fostering informed decision-making and operational efficiency.
• An essential aspect of my job involved auditing training facilities to ensure optimal infrastructure availability and functionality. By maintaining a conducive learning environment, I contributed to the effective delivery of training programs, enabling employees to focus on their development without distractions.
• Overall, my tenure as a Senior Associate Trainer highlighted my commitment to enhancing organizational learning and development through strategic training interventions and meticulous operational oversight.

Oct 2018 – Dec 2019 · 1 yr 2 mos · Gurgaon, Haryana, India · On-site

• I facilitated batches for new hire trainees, conducting both soft skills and process training for employees. I managed the transition to the learning curve phase by evaluating training effectiveness, providing metrics, and analyzing feedback reports. Additionally, I oversaw the on-the-job implementation of soft skills, managed the training feedback process, and collaborated with HR on hiring feedback. My role included conducting trainings on the Data Protection Act and delivering refresher training for trainees in the learning curve. I identified training needs and conducted refresher sessions across processes, actively participated in client meetings to update materials and curricula. I developed training solutions documents for new processes and designed standardized operating procedures for training processes.

Sep 2016 – Oct 2018 · 2 yrs 1 mo · On-site

• With a strong foundation in training encompassing soft skills, L&D, and people management, my career evolved from an agent to a senior case controller and ultimately to a trainer. My expertise included filing detailed reports on product issues, conducting thorough research into technical challenges, and evaluating requests for product changes. I was dedicated to continuous learning, staying updated on emerging technologies, and refining support processes to optimize efficiency.
• My problem-solving skills were a cornerstone of my role, enabling me to tackle complex, unstructured issues using innovative and conceptual approaches. As a reliable resource for support personnel, I provided guidance and solutions that aligned with organizational goals and contractual KPIs, ensuring high standards of service delivery. I was meticulous in maintaining accurate documentation and contributed actively to initiatives aimed at enhancing both customer satisfaction and overall business performance.

Mar 2016 – Sep 2016 · 6 mos · On-site

• I was responsible for a diverse range of tasks essential to maintaining product quality and customer satisfaction. This included diligently filing reports on product issues, conducting thorough research into technical problems, and efficiently managing customer orders and replacements. A significant aspect of my role involved assisting customers by providing expert guidance through solutions tailored to their needs. I actively reviewed and processed requests for product changes, ensuring compliance with company standards and customer expectations.
• Remaining updated on the latest product updates and technological advancements was crucial in delivering informed and effective support. I leveraged this knowledge to offer proactive assistance and recommendations to customers and internal stakeholders alike. Additionally, I played a pivotal role in evaluating and recommending new hardware solutions, contributing to the enhancement of product offerings and customer experience.
• Documentation was a key component of my responsibilities, where I meticulously maintained records of support processes. This meticulous approach ensured operational efficiency and accuracy in handling customer inquiries and resolving technical issues promptly. Overall, my role required a blend of technical expertise, customer-focused communication skills, and a proactive approach to problem-solving in a dynamic environment.

Aug 2015 – Mar 2016 · 7 mos · On-site

• I focused on managing various aspects of customer support and technical assistance. This included filing detailed reports on product issues, conducting thorough research to resolve technical problems, and efficiently processing customer orders and replacements. I played a pivotal role in assisting customers by providing clear and effective solutions to their inquiries and issues. Additionally, I reviewed and evaluated requests for product changes, staying abreast of updates in product offerings and technological advancements to enhance customer support capabilities. I also contributed to recommending new hardware solutions based on thorough evaluation and maintained meticulous documentation of support processes to uphold operational efficiency and accuracy.

Feb 2015 – Aug 2015 · 6 mos · Gurgaon, India · On-site

• As a trainee in the organization, I've learned that quality forms the cornerstone of our growth strategy. In June 2013, the company initiated a comprehensive program named "Project Heartbeat" aimed at enhancing both MFSI's (Manufacturer's First Service Incidents) and customers' perceptions of our products and services. The primary objectives of this initiative include:
• Focusing on quality in response and documentation processes.
• Improving the quality of feedback mechanisms.
• Implementing effective containment actions when issues arise.
• Emphasizing honesty and transparency in our communications, especially when addressing mistakes.
• Adopting MAHLE's global quality standards to ensure consistency.
• Encouraging a mindset shift from being a mere enforcer ('policeman') to actively seeking out root causes like a detective.
• Prioritizing containment strategies to protect customer interests.
• Ensuring uniform adherence to quality standards across all market segments.
• This initiative underscores our commitment to continuous improvement and maintaining high standards across all aspects of our operations, ultimately aiming to bolster customer satisfaction and loyalty.

Jul 2014 – Aug 2014 · 1 mo · Gurgaon, India · On-site

• As a trainee in the organization, I've observed that the coating of filter papers takes place in the coating plant. This department is structured to include several key units: Maintenance, Quality, Production, Marketing, and Electrical departments. Each department is led by experienced managers and staffed with skilled engineers who collaborate closely. Together, they work cohesively towards enhancing production processes and ensuring the quality of coated filter papers.

Jul 2013 – Aug 2013 · 1 mo · New Delhi Area, India · On-site

• During my time at the organization, I observed that the operations and maintenance of the gas station are meticulously handled by the O&M (Operations & Maintenance) department. This department is subdivided into three specialized teams: the mechanical department, the instrumentation department, and the electrical department. Each team comprises experienced managers and engineers who collaborate seamlessly to ensure the smooth functioning of the gas station. Their collective efforts are geared towards achieving high levels of customer satisfaction, reflecting their dedication and expertise in their respective fields.