Amisha Dholakia
Mumbai
Summary
Energetic Knowledge Management Leader successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Learning & Development Leader with over 20 years of experience in creating and setting up Learning Teams, driving change management with the use of latest learning technologies by ensuring all learning interventions and objectives are aligned to deliver organizational goals.
Have implemented competency framework to match and develop right skills for right Jobs and create future talent by implementing succession planning and mentorship programs as well as manage training budgets to maximize efficiencies with optimum resources.
Overview
23
23
years of professional experience
10
10
Certifications
Work History
WW Knowledge Management Leader
Amazon
Hyderabad
11.2019 - Current
- Developed and implemented strategies to improve team performance and productivity.
- Understand the gaps in the New Hire onboarding and collaborate with the Recruitment and Talent Management team to support Competency based Hiring and design a comprehensive New Hire On boarding model.
- Monitored workflow processes and identified areas of improvement.
- Develop Knowledge Management frameworks, streamline knowledge base by identifying key knowledge resources, implement appropriate KM solutions through a combination of different Knowledge portals for effective capture, organizing, retrieval & use of knowledge resources.
- Design and implement Change Management program, working with the Global Change teams, provide relevant coaching, training, and support to champion a Knowledge Management culture.
- Assessed team performance against established goals and objectives.
- Coached and mentored individuals on professional development goals.
- Identified training needs for staff members and developed appropriate programs.
- Facilitated collaboration between departments to ensure successful project completion.
- Fostered a positive work environment by recognizing individual achievements.
- Maintained up-to-date knowledge of industry trends in order to apply best practices.
- Analyzed data to make decisions related to personnel management.
- Established clear roles, responsibilities, expectations, timelines, resources., for team projects.
- Organized events for staff engagement activities such as team building exercises.
- Implemented effective communication protocols within the organization.
- Managed budgets effectively while ensuring quality standards are met.
- Created detailed reports on employee performance metrics for senior leadership review.
- Participated in potential new hire interviewing sessions to help identify qualified candidates.
- Developed and created training plans for 1000+ skills across Alexa and LLM workflows.
- Reviewed completed work to verify consistency, quality and conformance.
- KM team in Amazon Data Services is a part of Alexa and Devices team. It consists of 5 Key functions - Training, Learning Experience Design, Conventions (Customer Processes/Instructions), Localization, Leadership Development.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Evaluated processes and employee strengths to realign workflows with changing business demands through a robust Skill Development and Management Rubric.
- Analyzed key performance indicators to identify effective strategies.
- Lead end to end Knowledge Management program in the areas of KM system design, maintenance, document management and business critical knowledge retention.
National Learning and Development Leader
Reliance Jio
Mumbai
02.2015 - 11.2019
- Created and implemented a comprehensive plan for staff development, ensuring alignment with organizational goals.
- Conducted regular assessments of employee performance to identify areas of improvement and develop targeted training initiatives.
- Facilitated workshops and seminars on topics such as leadership development, customer service, communication, and problem-solving.
- Established relationships with external vendors to provide additional training opportunities for employees.
- Designed digital learning programs using multimedia tools such as videos, podcasts, webinars.
- Maintained records of all training activities including attendance information and evaluation results.
- Collaborated with managers to assess current team capabilities and develop strategies for improvement.
- Implemented an onboarding program that prepares new hires for success in their roles within the organization.
- Spearheading Training for Voice and Non-voice verticals for all Key Business process and customer segments namely - Platinum, Jio Money, AJIO, FTTX, Fiber to Home, LYF device and JioPhone
National Learning and Quality Leader
Tech Mahindra (Earlier 3G)
Mumbai
12.2011 - 01.2015
- Spearheaded the Training & Quality department for Vodafone Hutchinson Australia (VHA) Customer service operations in Mumbai that included more than 15 different skillsets – Prepay, Post pay, Billing, Tech Supp, Sales Supp, Data supp, Back Office, Retentions & Upgrades
- Directed process improvement initiatives; set up targets, SOP & SLA for all training interventions and maintained CTQ (critical to quality) / CTP (critical to process) targets
- Designed and deployed a TNI & A framework in collaboration with quality function to identify & close loop on performance or skill gaps across functions
Training DGM
Intelenet Global Services
Mumbai
11.2010 - 12.2011
General Manager - Capability Development
Accenture
Mumbai
09.2005 - 04.2008
Manager Training
Efunds International
Mumbai
09.2003 - 09.2005
Quality Manager
TransWorks
Mumbai
09.2000 - 02.2002
Education
MBA - General Management
IIM Bengaluru
Bengaluru07.2004
Associate in Electronics Engineering Technology - Digital Electronics
Mumbai University
Mumbai1991
Skills
- Continuous Improvements
- Incidents Management
- Quality Assurance Controls
- Expense Control
- Data Analytics
- Strategic Planning
- Recruitment and Hiring
- Process Improvement
- Business Planning
- Talent Development
- Expertise in Training Design & Development
Languages
English
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Advanced (C1)
C1
Gujrati
Intermediate (B1)
B1
Accomplishments
- Learning Innovation Award by Edcast to Reliance Jio – most innovative learning methods
- Achiever Leader Award for 2 Quarters in 2013 and 2014 at Tech Mahindra
- Best Team Award to Training in Annual awards for 2011 at Intelenet Global Services
- Highest Team Contributor Award to Training in 2007 at Accenture
- Awarded the best PWD Development plan in the GAAM awards at Amazon Network level.
Certification
- Green Belt Certified from Accenture
- Six Thinking Hats by De bono
- Training Need Analysis from Doors
- NLP Certification from German Institute of Learning
- Voice and Accent certification from Ann Cook International
- Registered COPC Auditor from Transworks
- Diploma in International Teaching and Training from British Council - City & Guilds.
- Coaching by Workplace Big 5
- Leadership Excellence by Dale Carnegie
- Project Management (PMP) Certification
References
References available upon request.
Timeline
WW Knowledge Management Leader
Amazon
11.2019 - Current
National Learning and Development Leader
Reliance Jio
02.2015 - 11.2019
National Learning and Quality Leader
Tech Mahindra (Earlier 3G)
12.2011 - 01.2015
Training DGM
Intelenet Global Services
11.2010 - 12.2011
General Manager - Capability Development
Accenture
09.2005 - 04.2008
Manager Training
Efunds International
09.2003 - 09.2005
Quality Manager
TransWorks
09.2000 - 02.2002
MBA - General Management
IIM Bengaluru
Associate in Electronics Engineering Technology - Digital Electronics
Mumbai University
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