ADITYA KHURANA
South Delhi
Summary
- A dedicated & achievement driven professional with nearly 9 years of experience in Learning Delivery Operations, Client Engagement, Vendor Management and Team Management
- An exemplary communicator with proven skills in planning & organizing customized training programs geared towards optimizing knowledge & operational efficiencies of the client organisations
- Expertise in managing end-to-end training program right from budgeting, identifying right vendors, delivery, quality, backend operations and reporting the same to the management
- Resourceful at maintaining relationships with clients to achieve quality service norms
- Proficient in managing the entire gamut of team management activities with continuous improvement in service delivery, circulating reports among team members, analyzing performance, coaching & delivering feedback for enhanced performance
- Front-led continuous improvement of customer service, operational requirements and processes to deliver key service outcomes to the clients
- Skills in creating & following SOPs, Checklists and FAQ documents; led periodic reporting of learner and program metrics, dashboards, KPI management
- Built a culture and system that inspires the entire organization to become even more customer-centric in their efforts to support the customer needs
Driven Program Coordinator with strong background in managing and overseeing various projects from initiation to completion. Skills include strategic planning, collaboration, problem-solving, and effective communication. Noted for improving operational efficiency and contributing towards positive organizational impact by aligning program goals with business objectives. Successful in fostering relationships across departments and implementing innovative solutions that drive success.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
9
9
years of professional experience
Work History
Certification and Program Coordinator
NIIT Ltd.
01.2020 - Current
- Acted as focal point for learning advisor to improve work quality and assist learning advisor with their LMS related queries.
- Maintain data for sites and share weekly audit and report.
- Monitoring dashboard and report to improve quality.
- Provided guidance and support to program participants in navigating resources, services, and opportunities.
- Developed and implemented program activities according to established goals and objectives.
- Delegated tasks to staff and volunteers during organized events.
- Collaborated with other departments within the organization to coordinate efforts that support overall organizational objectives.
Assistant Manager Client Services
NIIT Ltd.
Gurugram
08.2017 - Current
- Ensured efficient managing and monitoring of the ongoing training activities with quality aimed at customer satisfaction
- Streamlined SOP, Process Gaps, L&D, Coaching & Mentoring for quality assurance
- Translated company's objectives to KPI's and those are consistently met
- Identified the efficiency, quality, cost, escalations and employee engagement opportunities and initiated projects with Process Excellence Team
- Worked closely with customers to understand requirements and provide best solution/ services accordingly
- Facilitating the planning and delivery of programs and strategies jointly with local and corporate stakeholders
- Prepared & maintained spreadsheets for daily, weekly and monthly reporting
- Identified issues, analyzed information and provided solutions to problems; resolved conflicts and negotiated for mutually beneficial agreements between the parties, which led to increased customer satisfaction
- Conducted research, gathered information from multiple sources and presented solutions
- Formulated plans and communicated deadlines to complete projects on time
- Coordinated team schedules to ensure optimal coverage and productivity.
- Assisted in training new staff on company policies and procedures.
Education
B.Com. -
University of Delhi
Skills
- Learning & Development
- Operations Management
- Stakeholder Management
- Learning Management System
- Content Management/ Support
- Reporting & Documentation
- Vendor Management
- Team Management
- Client relationship management
- Quality assurance
- Process improvement
- Problem solving
- Effective communication
- Task delegation
- Report preparation
- Training coordination
Accomplishments
- Track record of achieving client delight by completing planning and scheduling with accuracy and efficiency
- Acknowledged for enhanced team performance by managing KPIs for the team
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Consistently maintained high customer satisfaction ratings.
Profile Summary - Summary
- A dedicated & achievement driven professional with nearly 6 years of experience in Learning Delivery Operations, Client Engagement, Vendor Management and Team Management
- An exemplary communicator with proven skills in planning & organizing customized training programs geared towards optimizing knowledge & operational efficiencies of the client organisations
- Expertise in managing end-to-end training program right from budgeting, identifying right vendors, delivery, quality, backend operations and reporting the same to the management
- Resourceful at maintaining relationships with clients to achieve quality service norms
- Proficient in managing the entire gamut of team management activities with continuous improvement in service delivery, circulating reports among team members, analyzing performance, coaching & delivering feedback for enhanced performance
- Front-led continuous improvement of customer service, operational requirements and processes to deliver key service outcomes to the clients
- Skills in creating & following SOPs, Checklists and FAQ documents; led periodic reporting of learner and program metrics, dashboards, KPI management
- Built a culture and system that inspires the entire organization to become even more customer-centric in their efforts to support the customer needs
Tasks
- Resolve problems concerning customer issues and helping client learning advisor with their data entry related concern.
- Hands on experience on SABA and Workday
- Managing Dashboards to track reports
- Maintain reports, process documentation, customer service logs, or training or safety records.
- Create courses (Face to Face, Virtual and digital), program, role, certification and user's profile on Workday Learning Portal.
- Identify case issues and provide timely solution.
- Coordinate with other professionals, such as learning advisor, Dev Ops team.
- Train other staff and schedule and supervise their work and other team members to ensure job success.
Projects
CPC (Certification and Program Coordinator), Shell - Asia Pacific, Acted as focal point for learning advisor to improve work quality and assist learning advisor with their LMS related queries. Maintain data for sites and share weekly audit and report. Monitoring dashboard and report to improve quality.
Awards
- Employee of the Month
- 04/01/17
- 07/01/18
- 01/01/19
- 05/01/20
- 03/01/21
- 09/01/22
Personal Information
Date of Birth: 01/07/96
Languages
English
Beginner
A1
Hindi
Beginner
A1
Hobbies
Travelling
Driving
Listening Music
Location Preference
Delhi NCR, Delhi, Gurugram , Noida
Timeline
Certification and Program Coordinator
NIIT Ltd.
01.2020 - Current
Assistant Manager Client Services
NIIT Ltd.
08.2017 - Current
B.Com. -
University of Delhi