Akul Gupta
Training Manager
Jammu,JK
Summary
Work Experience :
Total 12 years of work experience and have worked in Stock/Forex broking (3.5 years), international BPOs (U.K O2 Telecom for 3.5 years), domestic (Indian BPOs for credit card process 2 years), 3 years with MNCs (Aditya Birla Capital, HDFC Life into insurance industry) and currently working with GreenWatt LLC USA.
Responsibilities include managing training for new hires within the organization across different sites like Bangladesh, Egypt, Jamaica, and Philippines, external stakeholders and team of two assistant managers. Opportunity of travelling to the UK for a TTT program of 35 days with Capita India that enabled with new experiences and learnings about training new hires. Assisted on ramping new processes (O2 Business customers and O2 customer service) and team was able to successfully ramp up 200 seats and 500 seats from O2 UK with Capita India.
TTT-certified trainer from various organizations like HDFC Life, SBI Credit Cards, Capita UK with an overall experience of 7.5 years into learning and development.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Training Manager
Green Watt Power
San Francisco, CA
04.2022 - Current
- Conducted orientation sessions and organized on-the-job training for new hires.
- Joined as consultant training manager to support training needs of organization and was offered full time role within 3 months considering improvement in key parameters including employee retention, customer service, and sales performance.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Created in-depth training manual for all employees.
- Researched and obtained relevant course materials to achieve training objectives.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Trained new hires to perform cross-training exercises with experienced workers.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
Sr. Training Manager
Aditya Birla Sunlife Insurance Co
Delhi, Delhi
10.2021 - 08.2022
- Conducted orientation sessions and organized on-the-job training for new hires.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Researched and obtained relevant course materials to achieve training objectives.
- Conducted training courses and prepared videos for long-term use.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Developed surveys to identify training needs based on projected production processes and changes.
- Trained new hires to perform cross-training exercises with experienced workers.
- Delivered new employee onboarding and training sessions online and offline
- Managed new employee orientation training process for more than 200 employees.
Deputy Manager
Hdfc Life Insurance
Delhi, DL
06.2019 - 02.2022
- Managing training of 250 hdfc bank staff members (BMs, RMs, PBs and support staff), providing support during calls
- Managing training during product launch events in Delhi for DCB banks and other stakeholders on regular basis
- Support to field staff in terms of regular trainings and assistance during sales call with customers adding value in revenue generation and overall productivity of internal team members ( Increased market share by 5% from 75 to 80% during two years)
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
- Maintained, documented and presented progress reports to leaders.
- Worked collaboratively with different departments and helped in HR initiatives like step UP programs
Training Manager
Tata Aia Life Insurance Private Ltd
Gurgaon, Haryana
02.2021 - 08.2021
- Conducted orientation sessions and organized on-the-job training for new hires.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Delivered wide variety of courses focused on Insurance process, products and Selling skills topics to enhance productivity, and overall team performance.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Trained internal and external teams during demonstrations, meetings, conferences and workshops.
- Managing training of 350 Indusind bank staff members (BMs, RMs, PBs and support staff), providing support during calls
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
- Maintained, documented and presented progress reports to leaders.
Sr. Process Trainer
Teleperformance DIBS Pvt Ltd
Mumbai, MH
09.2017 - 06.2019
- Responsible for training new hire batches and providing them with necessary support during OJT period
- Responsible for dealing directly with client and briefing about process updates and conducting refreshers on floor for advisors who are not achieving collection targets.
- Developed team communications and information for meetings.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement using TNIs and TNAs
- Developed and maintained courteous and effective working relationships.
- Responsible for batch delivery of 85% and above post training and OJT phase keeping attrition in check
Business Trainer/Sr. CSA
Capita India Pvt Ltd
Mumbai, MH
05.2015 - 08.2017
- Got opportunity to set up new process in Pune for ramp of customer service chat department and exceeded all set KPIs and was awarded trainer for quarter.
- Given opportunity of travelling to Leeds Capita (U.K) to learn new process and help in setting up same process in Mumbai and Pune sites of Capita India.
- Used different software to design training for NHT and increase company retention and productivity rates by over 5%.
- Used critical thinking to break down problems, evaluate solutions and make decisions(Pareto Principle)
- Worked flexible hours across night, weekend and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Team Member Associate
FIS global solutions Pvt. Ltd
Gurgaon, HR
06.2013 - 11.2014
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Collaborated with team members to achieve target results.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled two to three chats at time and addressed customer inquiries and concerns.
Relationship Manager
Advance Commodities Pvt Ltd
Delhi, Delhi
02.2010 - 01.2013
- Responsibility included developing commodities business in Delhi
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Maintained knowledge on banking/equity products and distribution to provide optimal service support.
Education
Bachelor of Science - Physics
Niims University
Jaipur 12.2015 - 05.2018
High School Diploma -
B.P Marine Institute Belapur
Mumbai 08.2008 - 08.2009
Some College (No Degree) - PCM
Kendriya Vidayalaya\ CBSE
Jammu 04.2007 - 03.2008
Some College (No Degree) - General
Kendriya Vidayalaya\ CBSE
Jammu 04.2005 - 03.2006
Skills
MS- Office application
Accomplishments
- Certifications:
- Certified in Financial Markets Beginners Module
- Currently Pursuing CFA Level 1
- TTT Certification for 35 days from Capita Leeds, UK
- TTT Certifications from different corporate companies like HDFC Life, Aegon Life, SBI Cards, Teleperformance
Additional Information
- Extra Activities and Achievements , Sports Received Regional Level Certificate in Kho-Kho from Kendriya Vidayalaya Jammu Cultural Received Regional/National Level certificate in participation in Help age India programs for collecting donations for old age people.
Timeline
Training Manager
Green Watt Power
04.2022 - Current
Sr. Training Manager
Aditya Birla Sunlife Insurance Co
10.2021 - 08.2022
Training Manager
Tata Aia Life Insurance Private Ltd
02.2021 - 08.2021
Deputy Manager
Hdfc Life Insurance
06.2019 - 02.2022
Sr. Process Trainer
Teleperformance DIBS Pvt Ltd
09.2017 - 06.2019
Bachelor of Science - Physics
Niims University
12.2015 - 05.2018
Business Trainer/Sr. CSA
Capita India Pvt Ltd
05.2015 - 08.2017
Team Member Associate
FIS global solutions Pvt. Ltd
06.2013 - 11.2014
Relationship Manager
Advance Commodities Pvt Ltd
02.2010 - 01.2013
High School Diploma -
B.P Marine Institute Belapur
08.2008 - 08.2009
Some College (No Degree) - PCM
Kendriya Vidayalaya\ CBSE
04.2007 - 03.2008
Some College (No Degree) - General
Kendriya Vidayalaya\ CBSE
04.2005 - 03.2006
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