Summary
Overview
Work History
Skills
Education Summary
Personal Information
Languages
References
Hobbies and Interests
Timeline
Generic

Dustin Vanspall

Pune

Summary

Certified results oriented professional excelling in training delivery, facilitation, administration & people peoples management experience for the last 19 years. My expertise lies in developing & delivering workshops - Behavioral & Soft skills & voice and Accent. Extremely passionate about content development & designing. Creative problem solver with great communication & people management skills. Aspire to be a part of an esteemed organization, where my knowledge and experience will add value to my work achieving individual & organizational goals

Effective at creating and optimizing training programs for new, professional, supervisory and management positions. Excellent communicator, multitasker and problem-solving abilities. Advanced skills in software packages with in-depth understanding of training requirements for different departments and levels.

Overview

20
20
years of professional experience

Work History

Senior Training Specialist

Amazon
Pune
06.2020 - Current
  • Created a series of behavioral e-learning modules which was piloted for Worldwide Customer Services globally
  • Upskilled in Amazon business and Customer Support Retail training to deliver content as an Universal trainer
  • Conducted training sessions for Team Managers based in Americas for performance improvement
  • Piloted the launch of North America international phones business
  • Won the Business Enabler Award for Q4 2021 & Q3 2023
  • Delivered the highest quality and quantity metrics for all batches in the year 2019
  • Mentored interim trainers during their internship and guided them towards a permanent role
  • Worked as Training Manager in an interim role in 2023 with 9 Trainers/Sr
  • Trainers aligned to me.

Voice and Accent Trainer

Fareportal
Pune
02.2015 - 03.2020
  • Trained NHT agents on deploying skills of Speaking clearly with a neutral accent
  • Trained employees on handling customers with the right etiquette on the phone
  • Prepared comprehensive Voice and Accent handouts to be shared with the trainees
  • Conducted regular assessment and mock call sessions based on feedback received and TNI
  • All course content created by me was well in line with the Travel Industry
  • During the VNA stage trainees would go through various Travel related Terminologies and a semi understanding on the functionality of the Travel domain
  • Conducted refresher workshops for agents who are not clearly aligned to the learning curve based on feedback received
  • Hiring for all candidates for the PNQ site was managed by me from a training perspective
  • Attrition control for batches.

Assistant Manager L&D HR

Fareportal
Pune
03.2018 - 01.2019
  • Work with line managers to analyze performance by identifying areas for improvement
  • Seek feedback from participants and their managers for effectiveness of learning and development programs
  • Create a learning environment where each person has a personal development plan
  • Assist L&D Leaders to facilitate all company training programs and ensure standards are followed
  • Ensure development and implementation of annual training plan training to address and narrow the performance gap
  • Encourage an environment which supports open ongoing feedback and coaching to breach gaps for better performance
  • Partner with external organizations who provide support for the organizational learning strategy
  • Launched and Facilitated programs like Apollo, Live the Leadership Principles, Genisys, CBIS, Elite and Elite 2 Lead workshops, Conflict Management etc
  • Groom and Propel IJP selects as part of the New Manager program
  • Managed organizational-wide 360 feedback and Clifton based review assessments for Hi Performing Employees
  • Assist employees in developing personal development plans
  • Monitor personal development plan for each employee
  • Manage other systems including Sourcing Learning Management System, Performance Management and driving ESAT surveys across PNQ site.

Assistant Manager NHT

Fareportal
Pune
01.2017 - 01.2018
  • Prepare and develop lesson strategy and curriculum in accordance with current training methodologies, theories, and practices
  • Oversee instruction content and ensure training is incorporated in the organization's overall learning objectives
  • Create and implement divisional 'train the trainer' sessions for all new Hire Trainers and Line Trainers
  • Reduced customer complaints related to employee product, policy, and procedure knowledge from 60% to 15% by creating and implementing unique training, assessment, and coaching techniques
  • Performance consulting with business partners at all levels to conduct needs analysis in order to identify, prioritize, and align employee training and development needs with mission objectives and department goals
  • Oversee and manage all the instructor-led, web-based e-learning, and on-the-job training curriculums and activities including needs analysis, job analysis, course development, assessments, planning, logistics, and delivery method for an PNQ.

Universal Trainer / Sr Trainer

Fareportal
Pune
11.2015 - 02.2017
  • Cross skilled on Process Training for Sales and Customer Service functions
  • Indepth Training received in working on 3 Travel based systems
  • Exposed to working on and facilitating 2 GDS system – Amadeus and Sabre
  • PNR Creation, PNR Fare Rules, PNR Changes etc…… Initiated online Automated assessments systems to measure performance effectively
  • Liaise with the Quality team to align trainees to the exact working scenarios on the productivity floor
  • Check progress of other process batches to maintain proper symmetry in meeting timelines as per session plan
  • Prepare agents and launch them in the OJT phase
  • Collated and Showcased agent performance data to OPS leads in order to certify agents and release them to OPS teams
  • Login to daily business calls to understand latest updates, error correction and Weekly global training updates
  • Created and Maintained monthly Incentive data for all Trainers aligning to their respective performance metrics
  • Handled grooming for new trainers and Conducted monthly knowledge checks to ensure proper knowledge relay among training batches
  • Created Trainer TCOC (Trainer Code of Conduct) document which consisted of assessing a trainer's behavior patterns as well as covering trainer Do’s and Don’t’s.

Sr. Human Resources Associate

ZS Associates
Pune
04.2014 - 01.2015
  • Responsible for coordinating different programs for developing the Associate experience at ZS India
  • Coordination and Support for over 400 Associates in Pune & New Delhi
  • Support the Associate Advisor in scheduling the 1st year learning and coaching sessions, keeping track of attendance, coordinating logistics, and booking guest trainers
  • Work with the Learning & Development team to define the curriculum for learning sessions given the learning roadmaps developed by the Business Units and customized for the Region
  • Track & maintain records for the Associates to ensure they undertake and fulfill learning objectives associated with core competencies necessary for accelerated learning and eventual progression
  • Maintain the Learning portal for this program
  • Schedule the 1-on-1 meetings between the Associates and the Associate Advisor and keeping track of when meetings have occurred
  • Partner with key stakeholders across the business, HR, Learning & Expertise Development and external partners/vendors to support ongoing active learning
  • Developed content to help support the Associate Program for 3 Stages of Developmental Learning and Development
  • Facilitated New Hire Induction and Orientation Sessions
  • Created Awareness Drives and various methods of Learning Awareness and Delivery Excellence
  • Co-worked on managing the Internal LMS system, Technical Troubleshooting / Query handling.

Team Manager Soft Skills

Maersk Global Service Centres
Pune
02.2012 - 02.2014
  • Initiated Behavioral, Culture and Soft Skills for the Finance and Accounting vertical for the first time in Maersk Line FNA Pune
  • Training Workshops developed for Finance and Accounting are as follows – Telephone Etiquette, Email Writing Skills, Presentation Skills, Time Management, Body Language, Basic and Intermediate Grammar, Business Meetings and Conferences, Train the Trainer (TTT), Cultural Ethos – For the OTF Projects based out of various clusters in Africa & South East Asia, Australia & The United Kingdom, Business Travel & You etc
  • Trained over 700 participants in the first year of initiation with an average feedback score of 4.5
  • Facilitated and trained 3 batches for the Customer Experience Teams and 1 batch for the Damco Division
  • In Progress – Constructing the Training Need Analysis framework for teams in Finance and Accounting for all sites for 2014
  • Currently upskilling on L&D COE Training Programs
  • Managed a team of 5 Process Trainers in the Finance and Accounting BPI (Business Process Improvement) Team
  • Upskilled Process Trainers in better facilitation skills, Train The Trainer (TTT) basic skills
  • Managed Productivity, DRM’s and Roster Management etc.

Sr Executive Training

WNS Global Services Pvt. Ltd.
Pune
09.2006 - 02.2012
  • Extensive training for Voice and Accent neutralization & Culture for new hire’s as well as exiting staff
  • And Numerous Culture Sensitization Modules developed for the Organization
  • Well versed with vocal Accents for both American and British processes
  • Training on Voice and Accent neutralization for transitional processes across locations
  • Training on basic grammar
  • Soft skills and behavioral workshops for CSA level and front line leaders
  • Providing floor support for pilot processes and existing processes
  • Customizing refresher modules to cater individual development
  • Managed Team roster, Schedule, Grievances & Reporting in absence of Management.

Language Coach

Wipro BPO
Pune
05.2004 - 02.2006
  • Extensive training for Voice and Accent neutralization for new hire’s as well as exiting staff
  • Conducted Culture training for new hire’s as well as existing staff
  • Provided floor support for pilot processes and existing processes
  • Customized floor support modules to cater individual development
  • Soft skills and behavioral workshops for CSA level.

Skills

  • Training delivery
  • Facilitation
  • Administration
  • People management
  • Content development
  • Designing
  • Problem solving
  • Communication skills
  • Workshop development
  • Behavioral skills
  • Soft skills
  • Voice and Accent training
  • Customer support
  • Performance improvement
  • Coaching and mentoring
  • Project management
  • Customer communication
  • Feedback methodologies
  • Language improvement methods
  • Process training
  • Sales training
  • Customer service training
  • GDS systems (Amadeus and Sabre)
  • Assessments
  • Curriculum development
  • Train the trainer sessions
  • Needs analysis
  • Performance consulting
  • Learning and development
  • Personal development plans
  • Training plan development
  • Feedback and coaching
  • Learning management systems
  • Performance management
  • Employee surveys
  • Leadership development
  • Conflict management
  • Soft skills training
  • Behavioral training
  • Culture training
  • Time management
  • Presentation skills
  • Email writing skills
  • Telephone etiquette
  • Body language
  • Grammar
  • Business meetings and conferences
  • Train the trainer (TTT)
  • Recruitment
  • Learning portal management
  • Learning awareness and delivery
  • LMS system management
  • Technical troubleshooting
  • Coordination and support
  • Training needs analysis
  • Team management
  • Productivity management
  • Roster management
  • Kaizen award management
  • Process excellence awards management
  • LSSYB certification
  • Voice and accent neutralization
  • Culture sensitization
  • Soft skills and behavioral workshops
  • Assertiveness
  • Power of attitude
  • Coaching and feedback
  • Frontline leaders development program
  • Task and project management
  • Floor support training
  • Vendor management
  • Training module design and development
  • Training administration
  • Interviewing skills
  • Predictive Index (PI)
  • Instructional design
  • Corporate team learning workshops
  • Competency-based interviewing skills
  • Language coaching

Education Summary

  • 04/2012, Present, University of Poona, Bachelor of Arts (English)
  • 04/2002, Present, CBSE, Higher Secondary Certificate, CRLY S.r Secondary School
  • 04/2000, Present, Board of Maharashtra, Secondary School Certificate, St. Aloysius High School

Personal Information

  • Date of Birth: 09/24/84
  • Marital Status: Single

Languages

  • English
  • Hindi
  • Marathi

References

References will be provided on request.

Hobbies and Interests

  • Blogging (Movies and Food)
  • Music
  • Public Relations
  • Watching Movies
  • Traveling

Timeline

Senior Training Specialist

Amazon
06.2020 - Current

Assistant Manager L&D HR

Fareportal
03.2018 - 01.2019

Assistant Manager NHT

Fareportal
01.2017 - 01.2018

Universal Trainer / Sr Trainer

Fareportal
11.2015 - 02.2017

Voice and Accent Trainer

Fareportal
02.2015 - 03.2020

Sr. Human Resources Associate

ZS Associates
04.2014 - 01.2015

Team Manager Soft Skills

Maersk Global Service Centres
02.2012 - 02.2014

Sr Executive Training

WNS Global Services Pvt. Ltd.
09.2006 - 02.2012

Language Coach

Wipro BPO
05.2004 - 02.2006

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Dustin Vanspall