Hi, I’m
DIGVIJAY SHARMA
Toronto
The woods are lovely, dark and deep, but I have promises to keep, and miles to go before I sleep, and miles to go before I sleep.
Summary
Training professional with over 18 years of extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design. Solid background in improving collaboration. Learning and Development across ITES and other various company environments
Overview
25
years of professional experience
Work History
A Farber and Partners Inc
Sr. Talent Development Specialist
05.2022 - Current
Job overview
- Insolvency and debt relief solutions
- Carrying out capability assessments across the team of Debt Solutions Managers
- Designing blended learning solutions using LMS- Skillsoft (Percepio) tool to create flexible and innovative learning programs for all the Debt solutions managers
- Help reducing the learning curve from 9 months to 4 months for all the new hires
- Applying adult learning theories to ensure employees get the best out of their development
- Designed a range of learning interventions, including technical, and behavioural programs
- Driving a culture of continuous professional development and knowledge checks and assessments
- Facilitating learning interventions with various sales teams to increase CSAT scores from 8.6 to 8.9, NPS from 76 to 81 ( Q1-Q2 2023)
- Successfully launched a Peer-to-Peer learning program across all new hires
- Reviewing and editing all training materials for accuracy and company policy compliance
- Driving departmental performance through focused team operational reviews, structured coaching, and managing sales targets
- Application to file increased to 30 % from 19 % ( Q1-Q2 2023)
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
Bell Canada
Product Specialist
07.2018 - 05.2022
Job overview
- Sales & Distribution, Call Center
- Increased Product knowledge and sales success through effective training and coaching
- Facilitated training and learning sustainment activities through one-on-one coaching sessions and online WebEx sessions for onshore and offshore employees (Philippines and Morocco)
- Managed product knowledge support by monitoring, supporting, and guiding sales groups' product knowledge
- Effectively Coached and collaborated with 20 Team Leaders on product and portfolio information to improve sales
- Identified knowledge gaps and delivered 35 focused training and coaching sessions
- Experienced in using Bell CRM tools - Blueprint, Ordermax, and Bell Sales Tool – NGSS
- Call Centre Tools – Verint, Qatch, WebEx, and Zoom
- Experienced in Using the Salesforce tool to organize and execute the business effectively
Progressa Financial Services
Training Manager
01.2017 - 06.2018
Job overview
- Designed, developed, and delivered learning programs for the company's application suite of products and services and became the founding member of the training team for Progressa
- Responsible for new hire onboarding and product training
- Responsible for developing the sales curriculum and designing Train-the-Trainer sessions for tenured employees
- Designed compliance training modules for Fraud and Social Media awareness using Articulate
- Designed employee call quality monitoring/coaching programs to help decrease the call time by an average of 3 minutes or less, with consistent call quality and customer support
- Mentored new hire employees in classroom training through the first 30 days of onboarding
- Created a team of 5 trainers to support the business
- Worked with various stakeholders to identify the goals and visions for the project and the desired change required
- Responsible for administering the eLearning modules via LMS
- Responsible for vendor management and selecting consultants and trainers to conduct training
- Experienced in using the HRIS tool – Bamboo HR
- Conducted orientation sessions and organized on-the-job training for new hires
- Assessed skill gaps for employees and developed training courses to meet identified needs.
Innovative Vision
Corporate Trainer
01.2016 - 01.2017
Job overview
- Responsible for training 200+ employees on technical support calls in a fast-paced environment
- Responsible for conducting quarterly training needs analysis
- Designed end-to-end learning interventions to improve KPIs such as sales and service using Articulate
- Responsible for the development of Train-the-Trainer and End User training materials (formal courses, Job Aids, social media campaigns)
- Responsible for managing new hire onboarding and new-hire classes – Onshore and offshore locations Toronto -Canada and Montego Bay-Jamaica
- Facilitated management training workshops for team leaders / Supervisors on Time Management, Coaching and Feedback, Business Communications skills, Email writing skills
- Responsible for improving quarterly VOC through continuous coaching and training
- Experienced in using the HRIS tool – Bamboo HR
- Headed a team of 4 trainers for all new hire training across both the locations
- Authored, updated and implemented training procedures.
Myron Corp
Account Manager
05.2013 - 01.2016
Job overview
- Responsible for identifying companies in need of brand merchandise and engaging in outbound calls increasing customer base
- Converting leads into recurring business and handling existing customer requests thus winning top sales team for helping Myron Corp
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
Hero Mindmine
Trainer
09.2012 - 01.2013
Dell International Services Ltd
Sales Training Manager
07.2011 - 04.2012
WNS Global Services
Associate Vice President
01.2008 - 06.2011
Genpact - Training Manager
01.2006 - 01.2008
Hero ITES BPO
Training Manager
04.2005 - 01.2006
SITEL India Ltd
Training Manager
04.2003 - 01.2005
GE Capital International Services
Management Trainee
04.1999 - 01.2003
Education
Bhartiya Vidya BhawanDelhi, India
MBA from Business Management
Seneca College of Applied Arts And TechnologyToronto, ON
Graduate Certificate
University of DelhiDelhi, India
Bachelor of Arts
1999
Skills
- Adult learning theories
- Training solutions development
- Process evaluation and enhancement
- Leadership training
- ADDIE expertise
- New hire onboarding
- Multitasking Abilities
- Professional development training
- Project planning and development
- SharePoint Management
- Learning Management System Proficiency
- Microsoft Dynamics 365
- Analytical and Critical Thinking
- Problem-Solving
- Teamwork and Collaboration
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr. Talent Development Specialist
A Farber and Partners Inc
05.2022 - Current
Product Specialist
Bell Canada
07.2018 - 05.2022
Training Manager
Progressa Financial Services
01.2017 - 06.2018
Corporate Trainer
Innovative Vision
01.2016 - 01.2017
Account Manager
Myron Corp
05.2013 - 01.2016
Trainer
Hero Mindmine
09.2012 - 01.2013
Sales Training Manager
Dell International Services Ltd
07.2011 - 04.2012
Associate Vice President
WNS Global Services
01.2008 - 06.2011
Genpact - Training Manager
01.2006 - 01.2008
Training Manager
Hero ITES BPO
04.2005 - 01.2006
Training Manager
SITEL India Ltd
04.2003 - 01.2005
Management Trainee
GE Capital International Services
04.1999 - 01.2003
Bhartiya Vidya Bhawan
MBA from Business Management
Seneca College of Applied Arts And Technology
Graduate Certificate
University of Delhi
Bachelor of Arts
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