Blaise Alphanso
Learning And Development Professional
Navi Mumbai
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
Work History
Director – Knowledge Management
Sutherland Global Services
2023.04 - Current
- Responsible for empowering the workforce, driving the organization forward, strengthening relationships, and streamlining and improving the program.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
Associate Manager – Cap Dev
Accenture India
2021.12 - 2023.04
- Responsible for managing training for multiple locations supporting a US Telecom Client, including end-to-end training solutions and governance.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Oversaw training and onboarding process for all newly hired employees within the program.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
VCS Training Manager
Amazon Development Center India
2019.07 - 2021.12
- Responsible for managing training for multiple VCS locations supporting CS India, including end-to-end training solutions and governance.
- Trained new hires to perform cross-training exercises with experienced workers.
- Conducted research and analysis of learning needs of employees to develop targeted training programs.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Training Lead
Reliance Jio Infocomm Ltd
2016.03 - 2019.07
- Responsible for managing end-to-end training activities to enable specific verticals within Jio to achieve their business goals.
- Provided in-house training to new employees concerning maintenance of standardized training approaches.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Managed training center and developed curriculum and training for various teams.
- Evaluated training needs to improve training quality.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed and implemented customer service policies and procedures.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Boosted team performance and work quality by enhancing training.
Process Manager – Knowledge Management
eClerx Services Ltd
2014.09 - 2016.03
- Responsible for managing a team of process and communication trainers, including client management, training solutions, and knowledge management.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Trained new hires to perform cross-training exercises with experienced workers.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Assisted in development of employee assessments to measure training value.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
Associate Manager - Training
SUTHERLAND GLOBAL SERVICES PVT. LTD
2011.03 - 2014.08
- Responsible for managing a team of process and VnA trainers, including client management, training solutions, and certification.
Training Officer
INTELENET GLOBAL SERVICES PVT. LTD
2009.11 - 2011.03
- Responsible for leading training for a specific LOB with a healthcare client, including end-to-end training solutions.
Communication Coach
CONVERGYS INDIA SERVICES PVT. LTD
2005.12 - 2009.10
- Responsible for coaching and mentoring voice coaches, creating training modules, and assisting new coaches in their certification process.
Customer Service Advisor
3 GLOBAL SERVICES PVT. LTD
2005.04 - 2005.11
- Responsible for handling customer queries and disputes over monthly mobile bills, as well as supporting basic handset-related queries.
Education
Bachelor of Science (Chemistry) -
ST. XAVIER'S COLLEGE
2000.06 - 2005.04
Skills
Curriculum Design
Performance Management
Training Needs Analysis
New Hire Training
Performance Monitoring
Customer Service
Training
Certified Learning Professional through an internal certification program
Timeline
Director – Knowledge Management
Sutherland Global Services
2023.04 - Current
Associate Manager – Cap Dev
Accenture India
2021.12 - 2023.04
VCS Training Manager
Amazon Development Center India
2019.07 - 2021.12
Training Lead
Reliance Jio Infocomm Ltd
2016.03 - 2019.07
Process Manager – Knowledge Management
eClerx Services Ltd
2014.09 - 2016.03
Associate Manager - Training
SUTHERLAND GLOBAL SERVICES PVT. LTD
2011.03 - 2014.08
Training Officer
INTELENET GLOBAL SERVICES PVT. LTD
2009.11 - 2011.03
Communication Coach
CONVERGYS INDIA SERVICES PVT. LTD
2005.12 - 2009.10
Customer Service Advisor
3 GLOBAL SERVICES PVT. LTD
2005.04 - 2005.11
Bachelor of Science (Chemistry) -
ST. XAVIER'S COLLEGE
2000.06 - 2005.04