Naazma Mirza
Senior Training & Development Professional
Delhi NCR,DL
Summary
Visionary and results-oriented Senior Learning & Development Leader with over 13 years of cross-industry expertise in creating and scaling robust training architectures across retail, fintech, telecom, e-commerce, and service sectors. Adept in translating organizational strategy into high-impact, learner-centric solutions that drive performance, engagement, and business growth. Proficient in enterprise-level instructional design, talent enablement, and customer experience transformation, supported by deep command over LMS ecosystems, compliance programs, AI-enhanced learning tools, and Kirkpatrick-aligned evaluation models. Adept at managing multilingual and multicultural rollouts, mentoring large teams, and crafting adaptive, inclusive training pathways across digital and in-person modalities. Recognized for championing innovation in L&D, leading award-winning training initiatives, and designing agile learning infrastructures that align with KPIs, drive ROI, and future-proof organizational capability.
Overview
13
13
years of professional experience
26
26
Certifications
3
3
Masters
Work History
Regional L&D Lead
Reckitt
North India
05.2025 - Current
- Led end-to-end O2C rollout with 60+ trainers; ensured trainer readiness across 85% of geographies.
- Designed cross-functional toolkits and training aids for smooth SOP & CX transitions.
- Reduced onboarding inefficiencies by 22%; improved digital adoption and customer-facing behavior.
Training Manager – Capability & CX
Paytm (One97 Communications)
Pan India
01.2022 - 01.2023
- Directed NCMC Transit training across India, upskilling 5,000+ officials and ensuring 99% completion.
- Collaborated with NPCI, MOHUA & DMRC for SOP rollout, behavioral interventions, and compliance.
- Created multilingual VILT/ILT assets and CX learning dashboards to monitor engagement and ROI.
Instructional Designer & Program Manager
Amazon
India
01.2019 - 01.2022
- Built SCORM-compliant SOP learning and microlearning modules to reduce delivery errors by 28%.
- Administered LHC audits, LMS evaluations, and trained 200+ station leads on operational excellence.
- Drove learning innovation via Camtasia, Rise, and Power BI to track zone-level performance impact.
Training Lead – Talent & Engagement
Tech Mahindra
India
01.2018 - 01.2019
- Reduced attrition from 29% to 11% through targeted coaching, OJT redesign, and analytics-based refreshers.
- Rolled out AI-backed performance dashboards to identify team gaps and optimize onboarding outcomes.
Training Manager – Sales, CX & Performance
Naaptol / iEnergizer
Mumbai
01.2013 - 01.2017
- Spearheaded multi-level training initiatives on sales conversions, product knowledge & tele-support.
- Managed full training lifecycle—content design, delivery, analytics, team mentorship, and stakeholder alignment.
- Promoted 5 times in 4 years; awarded 3x Best Trainer for performance enhancement programs.
Education
PGDM - Training & Development
ISTD
01.2024
MBA - HR & International Business
SMU
01.2013
MEC - Economics & Commerce
IGNOU
01.2015
BA - Economics & English
Delhi University
01.2010
Skills
- Enterprise L&D Strategy
- Learning Culture Enablement
- OD Consulting
- Training Needs Identification (TNI)
- Training Needs Analysis (TNA)
- Training Needs Evaluation (TNE)
- Instructional Design (ILT, VILT, Blended)
- Agile Learning
- Performance Support Tools
- CX & Service Excellence Training
- Persona-Based Behavioral Coaching
- Sales & Channel Training
- Objection Handling
- Product Enablement
- Leadership Development
- Succession Planning
- Capability Roadmaps
- Talent Management
- Performance Enablement
- Coaching & Mentoring
- POSH & Compliance
- Diversity & Inclusion
- Health & Safety Learning
- LMS Administration
- SCORM & eLearning Design
- Digital Learning Strategy
- Training Dashboards
- Evaluation Metrics
- ROI & Impact Analytics
- Articulate Storyline 360
- Rise
- Camtasia
- Canva
- Photoshop
- Generative AI
- SCORM
- LMS (Moodle, SuccessFactors)
- Google Classroom
- MS Office
- Power BI
- MS Teams
- Slack
- Zoom
- Skype
- Google Meet
- Chime
Websites
Certification
- ISTD Certified Trainer
- Agile Instructional Designer
- CELTA – British Council
- Six Sigma – Green, Yellow, Black & Master Black Belt
- Lean Management
- PDCA
- POSH Certified (NCW + ISTD)
- Design Thinking
- Change Management
- OD
- Coaching & Mentoring
- Talent Management
- Interviewing Skills
- Business Writing
- Power BI Dashboards
- DCTT
- FOSTAC – Health & Safety
- LMS & SCORM Implementation
Conclusion
Equipped to deliver strategic business outcomes through scalable L&D, tech-enabled content, and people-first transformation.
Professional Headline
Enterprise L&D Strategist | CX & Talent Development Leader | Instructional Design Architect | Organizational Growth Partner
Certifications And Education
- PGDM, Training & Development, ISTD, New Delhi, 2024-01-01
- MBA, HR & International Business, SMU, 2013-01-01
- MEC, Economics & Commerce, IGNOU, 2015-01-01
- BA, Economics & English, Delhi University, 2010-01-01
Tools And Technical Skills
- Articulate Storyline 360
- Rise
- Camtasia
- Canva
- Photoshop
- Generative AI
- SCORM
- LMS (Moodle, SuccessFactors)
- Google Classroom
- MS Office
- Power BI
- Communication Tools: MS Teams, Slack, Zoom, Skype, Google Meet, Chime
Csr And Impact Projects
- POSH Educator – 40+ sessions across corporates, schools, and NGOs
- WHO Rabies Instructor – Led national vaccination awareness drives
- Animal Welfare Facilitator – Authorized by AWBI, HCFSA, and PFA
- Women Empowerment Advocate – Delivered workplace safety and inclusion training
Awards
- Amazon – Process Defect Reduction by 28%, Training Champion
- Paytm – Led 99% Pan-India Completion, Star of the Month, Featured in Annual Newsletter
- Naaptol – 3x Best Trainer, 5 Promotions in 4 Years, 35% Sales Uplift Project
- Reckitt – Delivered O2C Rollout in 60+ Cities,
Timeline
Regional L&D Lead
Reckitt
05.2025 - Current
Training Manager – Capability & CX
Paytm (One97 Communications)
01.2022 - 01.2023
Instructional Designer & Program Manager
Amazon
01.2019 - 01.2022
Training Lead – Talent & Engagement
Tech Mahindra
01.2018 - 01.2019
Training Manager – Sales, CX & Performance
Naaptol / iEnergizer
01.2013 - 01.2017
PGDM - Training & Development
ISTD
MBA - HR & International Business
SMU
MEC - Economics & Commerce
IGNOU
BA - Economics & English
Delhi University
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