Emmanuel Panem

• Directed training programs and development paths for managers and supervisors.
• Communicated all learning and performance objectives, schedules, and training assessments to upper management.
• Implemented new learning strategies depending upon employees' skill levels.
• Trained new hires to perform cross-training exercises with experienced workers.
• Managed all exempt employee coaching, training, and performance improvement actions.

Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
Conducted quality, timely performance feedback and performance appraisals.
Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
Enforced customer service standards and resolved customer problems to uphold quality service.

• Ensured the number of DP/DQC errors are reduced by 33% by nudging process changes in combination with the targeted learning programs.
• Improved the overall TAT adherence by 20% during M&D phase. (Reduced 6 days to a 5 day TAT)
• Effectively reduced AO errors by 88.5% with the help of an effective RCA and targeted learning programs.
• Reduced the Factory Production errors from 1217 per month to 233 per month over a period of 9 months through Continuous Improvement Programs.
• Deployed Lean strategies to the factory teams - Carpenter, Shift Incharge to ensure efficient material tracking/movement.
• Deployed 7 QC tools learning programs for the Factory QC to improve the Quality Check standards post production.
• Deployed Kaizen and 5S training for the Shift in charge and Store Incharge stakeholders.
• Deployed trainings like Layout Knowledge, Equipment management, Process Knowhow to improve Production Efficiency.
• Build and develop relationships with Stakeholders for increased efficiency and effective responsiveness to existing operations, and help define new operational strategies by working with executives on special projects.
• Strategically implement programs to bridge the gap between delivery and digital skill gaps of the organization
• Coordinated continuous improvement programs to improve the on-ground operations for delivery teams Pan India.

• Improved referral leads fivefold—from 5 to 25 over a period of 6 months.
• Reduced the Design TAT for the design phase of the project by 6.5 days (from 31 days to 24.5 days) by using Lean Methodologies.
• Improved the efficiency of the Project Managers by reducing the no. of D2 Not Verified and Site Masking errors from 273 to 32 over a period of 9 months.
• Reduced the FTR errors for the Site damages, Segregation and M&D by 8%, 15% and 9% respectively.
• Reduced the TAT from Site masking stage to the Push to Production Stage from 11 days to 7 days.
• Improved the final payment to dispatch TAT to 2 days from an initial TAT of 5 days.
• Improved consistent delivery of the number of projects/Value to 25/1.5 Cr per month per Installation Manager by efficient pooling of resources across Delivery
  Teams.
• Improved the Productivity of the Stakeholders on ground - MMT Exectuvites and Site Inspectors by implementing Geo-tagging to reduce movement between sites.
• Encouraging customer feedback to help business identify areas of improvements and make necessary changes to increase customer satisfaction and retention.
• Imbibing empathetic behavior and self-reflection to building understanding, resolving conflicts, promoting positive relationships, and reflecting on their own
  biases while improving CSAT scores across functions.

• I am entrusted with the overarching responsibility of overseeing the operations and success of 31 thriving franchisees situated throughout India. My role extends beyond mere supervision, as I am dedicated to cultivating an environment of business excellence across this extensive network. This encompasses a comprehensive approach to driving growth, ensuring operational efficiency, and fostering a culture of continuous improvement.
• Through strategic guidance, meticulous analysis, and effective leadership, I have been instrumental in elevating the performance and business acumen of these franchisees to unparalleled heights.
• Oversaw the Launch of 8 new franchisees Pan India and helped set up the Operational Infrastructure to ensure business from Day Zero.
• Delivered in-person training for the corporate training batch at Societe Generale, ITPL,Bengaluru.
• I have initiated a transformative learning strategy at the firm, introducing an advanced e-learning platform to enhance training quality while significantly reducing costs related to outsourcing and travel logistics. It reflects my commitment to both cutting-edge employee development and financial prudence.

• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Implemented policies and standard operating procedures and managed quality, customer service and logistics.
• Identified areas of deficiency and performed root-cause analysis to solve problems.
• Oversaw financial management, budget management, accounting and payroll activities.
• Managed scheduling, training and inventory control.
• Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
• Guided employees on understanding and meeting changing customer needs and expectations.

• Co-founded the firm.
  Motivated employee performance and satisfaction through fair evaluation, process review and mentoring.
• Assessed sales reports, activity reports and financial statements to measure productivity and goal realization.
• Recruited qualified candidates to bolster department operations and increase productivity.
• Monitored new employees, evaluated training programs and reported progress to supervisors.
• Assisted with interviewing and hiring of employee team members with appropriate skills.
• Developed, implemented and updated departmental policies and procedures to meet business objectives and goals.

• Delivered Training to Corporate Batches from TVS.
• Delivered Training interventions for Educational Universities like SRM University and Sathyabhama University.
• Used role-playing, lectures, and simulations to present information in a variety of instructional techniques and formats.
• Obtained and organized manuals, guides, and visual materials for development and training purposes.
• Created and offered additional materials to enhance training.
• Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
• Scheduled classes based on the availability of classrooms, equipment, and instructors.
• Evaluated outlines, texts, and handouts prepared by other instructors.

• Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
• Identified and implemented correct solutions to client issues first-time around within established time limits.
• Kept accurate records of customer support interactions using defined methods and tools.
• Created and maintained knowledge base of articles to enable informed service across support team.
• Overcame objections and negotiated payments and helped customers regain or retain current account status.
• Built trusting relationships with clients through open and honest communication.