Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic
Affan Ansari

Affan Ansari

Mumbai

Summary

Dynamic Training Specialist with a proven track record at Etraveli Group, excelling in employee training and performance management. Expert in developing impactful training programs and facilitating virtual sessions, enhancing team productivity and engagement. Recognized for coaching and mentoring, driving continuous improvement, and achieving high learner satisfaction scores.

Overview

8
8
years of professional experience

Work History

Training Specialist

Etraveli Group
Mumbai
01.2025 - Current
  • Organized educational seminars and workshops related to professional development topics.
  • Delivered virtual instructor-led training sessions via video conferencing technology.
  • Researched industry trends and best practices related to corporate learning and development initiatives.
  • Coordinated with subject matter experts in order to develop comprehensive training content.
  • Provided ongoing coaching and mentoring services to help learners improve their skillsets.
  • Identified areas for improvement within existing training programs and provided recommendations for change.
  • Prepared detailed reports analyzing course completion rates, learner satisfaction scores.
  • Assisted in creating an effective onboarding program for new employees.
  • Designed comprehensive training programs to enhance employee performance.
  • Collaborated with internal stakeholders on the design and implementation of customized learning solutions.
  • Managed multiple projects simultaneously while adhering to tight deadlines.
  • Implemented performance management systems to track employee progress against established goals.
  • Conducted train-the-trainer sessions to ensure trainers are prepared to deliver courses effectively.
  • Developed and maintained training materials, including job aids, handouts, and presentations.
  • Facilitated classroom instruction for groups up to 30 students.
  • Cross-trained employees to do other jobs within business, increasing job skills and productivity.
  • Conducted ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications.
  • Evaluated and communicated trainee participation and performance in reports to management.
  • Tracked attendees, participation and understanding of course material.
  • Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
  • Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
  • Trained employees on new software with minimum level of frustration and training friction.
  • Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention.
  • Supported onboarding of new employees by hosting orientation sessions.
  • Managed training calendars to inform participants of upcoming training session topics and dates.
  • Conducted skills gap analyses to identify training requirements for different departments.
  • Designed and implemented comprehensive training programs tailored to organizational needs.
  • Facilitated team-building exercises to enhance workplace collaboration and morale.
  • Facilitated engaging and informative training sessions for both new hires and existing staff.
  • Collaborated with department heads to tailor training programs to specific job roles and functions.
  • Analyzed feedback from training participants to make improvements to future programs.
  • Developed targeted courses to achieve company training objectives and enhance skills of new employees in leadership roles.
  • Utilized learning management systems (LMS) to administer online training and track employee progress.
  • Coordinated logistics for training sessions, including scheduling, venue selection, and equipment setup.
  • Maintained up-to-date knowledge of training trends, developments, and best practices.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.

Team Lead

Etraveli Group
Mumbai
04.2023 - 12.2024
  • Nominated as a confirmed lead after four months of successful learning and management.
  • Leading an 18-individual team of travel consultants with diverse backgrounds and industries.
  • Motivate team members with their daily tasks.
  • Providing training on the job & coaching them.
  • Set personal targets for each team member based on KPIs (AHT, Quality, CSAT, FCR, Retail loss, ADM).
  • Monitor team performance and execute root cause analysis to ensure that pain points are identified and constructive feedback is offered to help resolve the issue and improve performance.
  • Discuss the team's performance (quality of service, mistakes, productivity) with the manager and work on improving performance as needed.
  • Organize and lead periodic team meetings and one-on-one sessions to groom team members.
  • Prepare reports and share constructive feedback from clients/colleagues.
  • Discuss the concerning issues with personal suggestions and the plan of action with the managers.
  • Manage team members' daily schedules and ensure responsibilities are carried out.
  • Supervise attendance and ensure time adherence by all team members.
  • Scrutinize the mishandlings, delegate them as appropriate, and ensure quick fixes.
  • Mentor team members for their future roles.
  • Conduct performance appraisals of the team members, based on the annual goals.
  • Promote leadership that involves communicating, mentoring, and developing individuals while sharing roles and accountability to achieve department and business objectives.

Acting Team Lead

Etraveli Group
11.2022 - 04.2023
  • An opportunity to work as an acting team lead, managing a team of 12 travel consultants.
  • Handling a team of 12 Travel Consultant & took an active role in enhancing the Customer Care Department team’s performance and improving the team's productivity.
  • Engage the team in a multifunctional process, promoting suggestions and ideas that benefit customers.
  • Promote effective team management through communications, coaching, and development of employees while sharing responsibilities and accountabilities to ensure successful contribution to department and company goals and objectives.
  • Taking the accountability of development of Customer service & guiding the team with the best practices to reach their goals.
  • Keeping track of KPI (AHT, Quality, CSAT, FCR, Retail loss, ADM) and conducting root cause analysis to ensure the pain areas are identified & constructive feedbacks are shared which can fix the issue and enhance performance.
  • Conduct performance appraisals of the team members, based on the annual goals.

Travel Consultant Customer Service

Etraveli Group
03.2019 - 08.2020
  • Handling real-time queue queries on calls, chats, and emails.
  • Solving passenger requests & redirecting them to the correct channel.
  • Finalize the request, once the customer makes the payment.
  • Reporting positive and negative trends.
  • Share personal thoughts and initiatives that may prove valuable & beneficial for the department.

Sales operation executive

Cathay Pacific Airways
03.2019 - 08.2020
  • Managing travel agent accounts as an essential activity.
  • Market analysis for acquiring current business hold & forethought revenue generation planning.
  • Building Revenue was the key role.
  • Managing groups & mice queries for Trade & Corporate channels in Pan India.

Atlas Tours & Travels
12.2017 - 02.2019
  • Was a part of the core team i.e. the mail team & used to handle Reservations, Ticketing, Cancellations & Refund.
  • Working on portals, issuing & reissuing tickets.
  • Coordinate with B2B clients to find the best deal and solve their issues.
  • Monitoring queues on Amadeus & Sabre.

Education

Mcom - management

Maharashtra College of Arts, Science & Commerce
01.2019

Bcom -

Maharashtra College of Arts, Science & Commerce
01.2016

HSC -

Maharashtra College of Arts, Science & Commerce
01.2013

SSC -

St. Joseph High School
01.2011

IATA Diploma - travel & tourism

IITC

Skills

  • Employee training
  • Learning management system
  • Training program development
  • Performance management
  • Coaching and mentoring
  • Training needs assessment
  • Project management
  • Team collaboration
  • Communication skills
  • Facilitation skills
  • Virtual training delivery
  • Continuous improvement
  • Motivational speaking
  • Job training
  • Blended learning
  • E-learning platforms
  • Performance assessment
  • Soft skills training
  • Feedback analysis
  • Presentation
  • Employee engagement
  • Staff development plans
  • Leadership training
  • Schedule coordination
  • Feedback gathering

Hobbies and Interests

  • Reading poetry books
  • Cricket
  • Writing Poetry
  • Self-maintenance

Timeline

Training Specialist

Etraveli Group
01.2025 - Current

Team Lead

Etraveli Group
04.2023 - 12.2024

Acting Team Lead

Etraveli Group
11.2022 - 04.2023

Travel Consultant Customer Service

Etraveli Group
03.2019 - 08.2020

Sales operation executive

Cathay Pacific Airways
03.2019 - 08.2020

Atlas Tours & Travels
12.2017 - 02.2019

Mcom - management

Maharashtra College of Arts, Science & Commerce

Bcom -

Maharashtra College of Arts, Science & Commerce

HSC -

Maharashtra College of Arts, Science & Commerce

SSC -

St. Joseph High School

IATA Diploma - travel & tourism

IITC

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Affan Ansari