Jhansi S
Bengaluru
Summary
Strategic Learning & Development professional with 9+ years of experience driving performance, engagement, and capability across customer experience, operations, and quality domains. Adept at instructional design, LMS management, and content creation, with a strong focus on performance enablement and learner engagement. Currently scaling into a specialized Instructional Design role, driving curriculum innovation and digital learning transformation. Known for stakeholder alignment, data-driven learning strategies, and fostering a culture of continuous development.
Overview
12
12
years of professional experience
Work History
Instructional Designer & Content Strategist (Scaling Role)
Flipkart Internet Pvt Ltd
Bengaluru
05.2025 - Current
- Transitioned into strategic Instructional Design role, emphasizing curriculum architecture and digital content.
- Created interactive eLearning modules utilizing Articulate Rise, Adobe Captivate, and Canva.
- Managed LMS platforms such as Moodle and Workday, overseeing course uploads and learner tracking.
- Developed scenario-based learning, microlearning assets, and performance support tools for various audiences.
- Collaborated with subject matter experts to align instructional content with business objectives and learner needs.
Assistant Manager – Learning & Development
Flipkart Internet Pvt Ltd
Bengaluru
12.2019 - Current
- Designed and delivered blended learning programs to meet business KPIs and performance objectives.
- Conducted Training Needs Analysis to identify capability gaps in collaboration with cross-functional teams.
- Facilitated onboarding and refresher training, achieving high learner satisfaction and retention rates.
- Led coaching sessions and established feedback loops to enhance learning outcomes.
- Partnered with CX, Ops, and Quality teams to ensure alignment of training with operational excellence.
Team Leader – Operations
Flipkart Internet Pvt Ltd
Bengaluru
08.2013 - 11.2019
- Led a team of 20+ associates in a high-volume customer service environment, driving performance and quality metrics.
- Conducted regular coaching sessions, performance reviews, and skill gap analyses to improve team KPIs.
- Partnered with internal trainers and quality teams to design refresher modules and onboarding support.
- Recognized for leadership excellence and promoted into Learning & Development based on strong mentoring capabilities.
Education
MBA - Finance
Sikkim Manipal University
Bengaluru05-2015
Bachelor of Commerce -
Jyoti Nivas College
Bengaluru05-2012
Skills
Learning strategy:
- TNA and ROI analysis
- Stakeholder engagement
- Coaching and facilitation
Instructional Design:
- Curriculum architecture
- Blended learning
LMS Management:
- Course deployment
- Reporting and analytics
Content Creation:
- Microlearning
- Video scripting
- Scenario design
Learning Philosophy
I believe learning should be purposeful, personalized, and performance-driven. My approach blends behavioral insights, instructional design, and digital innovation to create learning experiences that not only inform but transform. Whether coaching frontline teams or architecting scalable programs, I lead with empathy, data, and a relentless focus on business impact.
Accomplishments
- Improved agent productivity by 15% and CSAT scores by 10% through targeted learning interventions
- Achieved 94% training throughput, streamlining onboarding and skill development across verticals
- Led KPI uplift initiatives for bottom quartile performers, driving measurable gains in AHT, Quality, and CSAT
- Honored with 5+ awards, including 'Best Performer,' 'Value Champion,' and 'Instant Karma' for training excellence
- Developed microlearning videos and scenario-based content to boost learner retention and engagement
- Managed LMS platforms for course deployment, learner tracking, and analytics, enhancing UX and compliance
Certifications
- Bodhi certified trainer, advanced facilitation, coaching, and behavioral training methodologies
Awards
- Best Performer, L&D Excellence
- Value Champion, Cross-functional Collaboration
- Instant Karma, Multiple recognitions for training impact and stakeholder engagement
Affiliations
Corporate Women’s Cricket League – Team Player & Award Winner
Represented the organization in interoffice women’s cricket tournaments, demonstrating teamwork, discipline, and strategic thinking, and awarded 'Woman of the Match' (2023) for outstanding performance and contribution to team success Actively promoted employee engagement and inclusivity through sports
Timeline
Instructional Designer & Content Strategist (Scaling Role)
Flipkart Internet Pvt Ltd
05.2025 - Current
Assistant Manager – Learning & Development
Flipkart Internet Pvt Ltd
12.2019 - Current
Team Leader – Operations
Flipkart Internet Pvt Ltd
08.2013 - 11.2019
MBA - Finance
Sikkim Manipal University
Bachelor of Commerce -
Jyoti Nivas College
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