As the Training & Instructional Design Manager at Firstsource, I lead the global contact center training and instructional design and development teams. I have over 15 years of experience in creating and delivering engaging and effective learning solutions for the outsourcing and healthcare industries. My core competencies include training management, training design, soft skills, web content writing, teaching English as a foreign language, and employee engagement. I am passionate about enhancing the skills and performance of learners and trainers, and empowering them to achieve their goals. I hold a Bachelor's degree in Hotel Administration/Management, and a certificate in Instructional Design & Content Development from Creative Agni Consulting and Training. I am also certified in DiSC and Think on Your Feet.
Hi, I’m
Himangini Shukla
NCR
Summary
Overview
14
years of professional experience
1
Certificate
Work History
Firstsource
Training & Instructional Design Manager
09.2022 - Current
Job overview
- Managing a training team of 15 trainers, 3 training leads, and 1 AM, along with a team of 6 Instructional Designers and a Design lead
- Design, develop and implement training delivery strategy and programs for multiple healthcare clients, as well as for developing trainer talent
- Delivered high-quality design solutions for various clients, resulting in repeat business and positive testimonials.
- Partnered with senior leaders to drive change by evaluating methodologies, tools and templates at enterprise level.
- Lead multiple, time-sensitive projects with varying priorities
- Build Knowledge Skill repository: Driven the entire project of collating and creating the skills of associates across the globe
- Conducting one-time and ongoing training programs encompassing a broad range of staff requirements and needs, including operational and product programs, sales and leadership education, and software tools
- Spearheading curriculum development, program evaluation, and vendor negotiations to facilitate optimal learning environments and outstanding levels of comprehension and retention, using latest technology and tools, including Generative AI, AI Coach, Storyline 360, Camtasia, Vyond
- Assessing program effectiveness and success through data analysis and follow-up initiatives to ensure transfer of training knowledge to job performance, while reducing training time and building STC
- Utilizing expert instructional design theory and delivery knowledge to facilitate client comprehension and provide consistently superior learning experiences
- Building and managing teams and forging solid relationships through effective interpersonal, communication, and leadership abilities.
Optum
Deputy Manager - Instructional Design
01.2017 - 08.2022
Job overview
- Delivering multiple instructional design projects, working on them end to end from intake to project handover
- Understanding the need of the project, and coming up with design solutions to increase learning efficiency
- Designing the layout of the project using design documents and storyboarding
- Developing the project using software such as Articulate Storyline, Camtasia, PowerPoint, Vyond
- Bringing new modalities like Microlearning and gamification in forms of infographics, flowcharts, short videos
- Collaborating and connecting with stakeholders, SMEs, delivery team to achieve the best results in terms of training time reduction, improved speed to competency, while keeping learning engaging
- Maintaining the projects to ensure the content and learning remains up-to-date.
Concentrix
Assistant Manager - Instructional Design
01.2015 - 02.2017
Job overview
- Content development & deploying the learning and development strategy in line with key organizational goals, deployment of talent initiatives, improve effectiveness of domain training, processes for various lines of businesses
- Each of these areas of work lead to measurable optimum utilization of resources, increased revenue generation and customer/client satisfaction
- Handled multiple projects from inception till training/solution roll out viz; Spotify, United Health Group & HTC.
Wipro
Senior Training Specialist
06.2010 - 06.2015
Job overview
- Training new hires on Sounds, Grammar, US/UK Culture and Customer Service
- Floor monitoring- listening to the calls of the associates and sharing feedback
- Handling communication during process training (Re-enforcement/ Intervention)
- Launched multiple pilot projects and successfully achieved 100% conversion
- Being a tenured trainer of the team I took over additional responsibilities such as MIS reporting, Induction for New Trainers, Trainer Utilization and Batch Planning
- Worked with the ID team to create training material for new clients being onboarded.
Education
Welcomgroup Graduate School of Hotel AdministrationManipal
BHM, Hotel/Motel Administration/Management
01.2005
University Overview
Skills
- Learning Design
- Verbal and written communication
- Complex Problem-Solving
- Strategic Planning
- Project Management
- Time Management
- Learning Management
- Learning Management Systems
- Leadership
- Employee Learning & Development
- Corporate Blogging
- Project Planning
Certification
- Sensei - Level 1 of iFacilitate - Gakushu Training & Consulting
- Future Learning & Development Leader - KPMG
- Think on your feet
- DiSC
- Instructional Design & Content Development Certificate - Creative Agni
Languages
English
Bilingual or Proficient (C2)
Bengali
Elementary (A2)
Hindi
Bilingual or Proficient (C2)
Awards
Awards
Phenomenal Leader - Q4, FY22-23 - FirstsourceAwards
Awards
Phenomenal Leader - Q4, FY22-23 - FirstsourceInterests
Photography
Yoga
Geopolitics
Dogs
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Always in motion is the future.
Timeline
Training & Instructional Design Manager
Firstsource
09.2022 - Current
Deputy Manager - Instructional Design
Optum
01.2017 - 08.2022
Assistant Manager - Instructional Design
Concentrix
01.2015 - 02.2017
Senior Training Specialist
Wipro
06.2010 - 06.2015
Welcomgroup Graduate School of Hotel Administration
BHM, Hotel/Motel Administration/Management
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