Akanksha Turuk
Mumbai
Summary
With over 15 years of experience in Learning & Organizational Development, I specialize in creating experiential training content using adult learning theories, and implementing AI-driven, digital training solutions. I have a strong track record in managing L&D budgets and measuring training effectiveness through KPIs. My expertise spans across BPO, MNCs, IT, hospitality, and SAP sectors, where I’ve led cross-functional training initiatives and improved training processes, resulting in higher efficiency and productivity. Known for leveraging technology to innovate, and continuously improve training programs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Learning and Development Manager
i2e consulting Pvt Ltd
Mumbai
08.2024 - Current
- Developed and implemented company-wide L&D strategy aligned with business goals, fostering a learning culture that enhances employee engagement and career growth.
- Collaborated with leadership to identify skills gaps and create strategic training programs.
- Designed and managed structured onboarding programs to accelerate new-hire productivity and created role-based learning paths for different departments.
- Developed and implemented AI-driven blended learning programs (online, instructor-led, hybrid), in partnership with SMEs, HR, and leadership for upskilling and reskilling.
- Oversaw implementation and management of LMS platforms and digital learning tools, driving AI-based personalization and optimizing training for remote/hybrid teams.
- Developed leadership training programs to cultivate future managers and executives, aligning L&D efforts with performance management to drive business impact.
- Defined and tracked KPIs to measure training effectiveness, using data analytics and employee feedback to continuously improve programs and report ROI.
- Ensured employees completed required compliance training, maintained training records, and ensured adherence to corporate and legal requirements.
- Managed L&D budget, including vendor selection, procurement, and conducting needs assessments to identify employee knowledge gaps.
- Mentored team members to support their growth and advancement within the department and company.
Learning and Development
Invenio Business Solutions
01.2021 - 08.2024
- Coordinated client meetings, session logistics, and travel arrangements for trainers, ensuring efficient scheduling and organization.
- Customized virtual training programs to meet specific needs, enhancing learning effectiveness.
- Collaborated with subject matter experts to deliver comprehensive internal training.
- Managed logistics for classroom instruction and virtual instructor-led training (VILT).
- Implemented feedback and evaluation processes through LMS, improving training effectiveness by 20%.
- Handled training logistics, including venue coordination, equipment setup, and procurement.
- Fostered relationships with external suppliers, coordinating off-site and managing in-house training facilities.
- Maintained communication with participants, increasing engagement by 25%.
- Secured SAP Learning Hub licenses and managed global SAP Certification courses.
- Generated regular reports to provide insights for informed decision-making.
Training Manager
Hotel Marine Plaza
Mumbai
01.2020 - 12.2021
- Designed and implemented training programs for staff, supervisors, and management, improving employee performance by 15%.
- Coordinated tailored onboarding programs for new employees, ensuring smooth integration into the hotel culture.
- Organized specialized training in guest handling, selling techniques, cost management, F&B, food production, housekeeping, and front office, boosting guest satisfaction by 20%.
- Led supervisory development programs, enhancing leadership and managerial skills, improving team productivity by 25%.
- Conducted tests, practical classes, and on-the-job training, increasing employee skills and performance by 10%.
- Fostered relationships with catering institutes to stay updated on industry trends and enhance talent diversity.
- Developed targeted training programs based on guest complaint analysis, reducing complaints by 30%.
- Maintained training calendar and prepared monthly reports to track progress and evaluate training effectiveness.
Assistant Manager Training & Development
Club Mahindra Holidays
01.2015 - 12.2018
- Enhanced employee skills through comprehensive training and development programs.
- Implemented telemarketing training, driving increased sales and customer engagement.
- Led cross-departmental training (Accounts, Collections, HR, Marketing, Customer Service) with On-the-Job Training (OJT) to boost performance.
- Developed and maintained Training Calendar and monthly MIS reports for improved tracking and progress evaluation.
- Collaborated with external vendors for specialized training programs, ensuring skill development.
- Organized behavioral and soft skills training, enhancing professional capabilities.
- Conducted refresher and need-based training sessions for continuous skill enhancement.
- Held team accountable for performance, driving measurable improvements in productivity.
Senior Executive
Infosys BPO
01.2012 - 12.2014
- Orchestrated training programs for accounts in Australia, US, and UK, enhancing regional performance.
- Achieved a 20% increase in customer satisfaction by delivering soft skills and social training for Executives.
- Conducted interviews for new hires in voice processes to align with organizational needs.
- Led TNIs and training initiatives, improving process efficiency by 15%.
- Mentored and certified new trainees, reducing onboarding time by 25%.
- Executed Quality Audits and contributed to call calibrations, boosting first call resolution rate by 30%.
- Customized training content to improve training effectiveness and employee performance.
- Developed Call and Email audit sheets to assess performance and create targeted training plans.
- Facilitated communication coach programs, improving customer interaction quality by 25%.
- Provided mentorship to communication coaches during the sustenance phase, ensuring consistency in standards.
Sr. Process Executive
Wipro BPO
01.2010 - 12.2012
- Led training programs for accounts in Australia, US, and UK, improving regional performance.
- Increased customer satisfaction by 20% through soft skills and social training for Executives.
- Conducted interviews for new hires, ensuring alignment with organizational needs.
- Improved process efficiency by 15% through TNIs and targeted training initiatives.
- Reduced onboarding time by 25% by mentoring and certifying new trainees.
- Boosted first call resolution rate by 30% through Quality Audits and call calibrations.
- Customized training content to enhance effectiveness and employee performance.
- Developed Call and Email audit sheets for performance assessment and tailored training.
- Improved customer interaction quality by 25% through communication coach programs.
- Mentored communication coaches, ensuring consistency in standards.
Education
B.B.A/ B.M.S - Human Resource
Pune University
01.2011
Skills
- L&D strategy
- Training program design
- Learning technology
- Performance management
- Learning analytics
- E-learning development
- Organizational development
- Tech-Savvy
- Cross-functional teams
- Budget administration
- Leadership training
- Training delivery
- Employee engagement
- Data analytics
- Onboarding programs
- Learning management systems
- Program design
- Compliance training
Languages
- English
- Marathi
- Hindi
Total Experience
15 years
Certification
- Generative AI in Learning and Development
- Creating an Inclusive Workplace
- SHRM Senior Certified Professional (SHRM-SCP)
- Harvard Extension School - Certificate in Learning and Development
Timeline
Learning and Development Manager
i2e consulting Pvt Ltd
08.2024 - Current
Learning and Development
Invenio Business Solutions
01.2021 - 08.2024
Training Manager
Hotel Marine Plaza
01.2020 - 12.2021
Assistant Manager Training & Development
Club Mahindra Holidays
01.2015 - 12.2018
Senior Executive
Infosys BPO
01.2012 - 12.2014
Sr. Process Executive
Wipro BPO
01.2010 - 12.2012
B.B.A/ B.M.S - Human Resource
Pune University
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