Ajith S S
Learning and Development Specialist
Bangalore
Summary
Passionate about driving organizational growth through strategic learning initiatives. As an Assistant Manager in Learning and Development, I specialize in creating impactful training programs that empower teams to achieve their full potential. With a solid background in instructional design and talent development, I am dedicated to fostering a culture of continuous learning and skill enhancement.
Overview
2025
2025
years of professional experience
2
2
years of post-secondary education
5
5
Languages
Work History
Assistant Manager - Learning and Development
Settlin -Linking Spaces Technologies Pvt.Ltd.
Bengaluru
06.2024 - Current
- Streamlined onboarding processes for new hires, reducing time-to-competency and improving overall productivity.
- Developed tailored training programs for various departments, increasing cross-functional collaboration and understanding.
- Delivered engaging training sessions using a variety of instructional techniques, ensuring optimal information retention and skill acquisition among participants.
- Implemented feedback mechanisms to gather insights from participants, refining course content for optimal results.
- Facilitated knowledge sharing sessions among employees, promoting a collaborative learning environment.
- Contributed to team success by leading workshops in leadership, communication, and problem-solving skills development.
- Increased employee retention rates by addressing specific learning needs and fostering a culture of continuous improvement.
- Evaluated employee performance metrics to identify skill gaps and areas of improvement, creating targeted training interventions.
- Managed new employee orientation training process for more than 300 employees each year.
Facilitator
FirstSource Solutions
1 2021 - 12.2023
- Training new hire Employees
- Oversee recruitment process as per process needs
- Offering employees guidance and feedback based on behavior and actions
- Facilitating new concepts and process requirements
- Finding ways to motivate employees
- Ensuring employees adhere to company policies by organizing weekly meetings with stake holders
- Updating, and preparing performance reports for the reporting Manager
- Conducting Assessments based on knowledge gained
- Setting up reviews with reporting manger based on Performance
- Making sure the End-to-End Yield and SLAs are met
- Call monitoring, quality checks & timely coaching & feedback
- Communication skills development for new starts
- Driving customer satisfaction and sales as a major driver
Subject Matter Expert- Assistant Team Manager
FirstSource Solutions Limited
Bengaluru
02.2019 - 12.2021
- Assist the new starters with on job guidance-Onboarding
- Setup a process & structure for starting SME & TE
- Mentoring new start SME's & Team leaders
- Driving schedule adherence & other schedule related metrics
- People behavior & accountability
- Managing Shrinkage and Attrition
- Highlighting process & online tools related gaps/errors to clients real-time & follow up on the same
- Driving various Metrics on the floor like (NPS, CSAT, FTR &Transfers)
- Driving rewards and recognition for the team - helps employee retention
- Setting targets for both individuals and teams
- Gauging the employee mind set while indulging in conversations
- Updating, and preparing performance reports for the reporting Manager
- Communication skills development for new starts
- Responsible for making sure the agents are meeting the targets set for them (Login hours, metrics, SLA)
Customer Service Advisor
FirstSource Solutions Limited
Bengaluru
07.2015 - 01.2019
- Ensure customers are satisfied with their purchases and service
- Make product recommendations or services to customers based on their needs and preferences
- Handle customer complaints and provide alternatives and solutions to ensure the complaints are resolved
Education
Shantiniketan Educational Institutions
Bengaluru 01.2009 - 01.2010
BBA -
Amrita Vishwa Vidyapeetham
Coimbatore, India 10.2024 - Current
High School Diploma -
Karnataka Institute Of Open Schooling (KIOS)
Hubli, India 08.2021 - 08.2022
Skills
Adaptive learning
Soft skills training
Virtual training
Organizational development
Learning management systems
Stakeholder management
Course design
Course development
Coaching and mentoring
Performance monitoring
New employee training
Accomplishments
- Joined as Subject Matter Expert & got designation appraisal in short span of time at each stage.
- Attrition Warrior winner for year 2019 & for the year 2020, which has been awarded for achieving 0% attrition.
- Achieved highest Customer Cares Scores & highest 'C' Sat on monthly, quarterly, yearly basis.
- Received Appreciation for stellar performance and unparalleled commitment.
- Received 'Shine Award' for the best customer services which was held in Scotland.
Projects
FTR: Reduce repeat contacts for UK's Leading Telecom Company, 6 Months, FCI (first customer intelligence), repeat analysis, quartile management, data tracking & analysis, CX circle, Brain storming., I played a vital role in this project alongside client & operations in order to reduce customers repeatedly calling us within the same week. The group structured the process flow in guidance with process excellence team who fenced the activity into a closed group to ensure the resolution was met, project saw 100% success and the same is followed on floor till date, collectively project showed 3% increase in the output.
Springboard/launch pad Project: On job training, A project focused on New Joiners for a period of 8 weeks from the time they finish training. It is a focused group with effective support during the induction phase of the associates to the business. I was the first Team leader to be a part of this initiative which is successful and is still being used.
Transfer Rate: Overall Transfer Reduction UK's Leading Telecom Company, Ongoing, Quartile management, brain storming, 5why's, pareto analysis, root cause analysis., In line with the success of Repeats Reduction, I have taken up another project to reduce the overall transfers from a 28% to a 23%. This project with the training and guidance from the Process Excellence.
Personal Information
- Gender: Male
- Nationality: Indian
Timeline
BBA -
Amrita Vishwa Vidyapeetham
10.2024 - Current
Assistant Manager - Learning and Development
Settlin -Linking Spaces Technologies Pvt.Ltd.
06.2024 - Current
High School Diploma -
Karnataka Institute Of Open Schooling (KIOS)
08.2021 - 08.2022
Subject Matter Expert- Assistant Team Manager
FirstSource Solutions Limited
02.2019 - 12.2021
Customer Service Advisor
FirstSource Solutions Limited
07.2015 - 01.2019
Shantiniketan Educational Institutions
01.2009 - 01.2010
Facilitator
FirstSource Solutions
1 2021 - 12.2023
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