Madhulika Mitra
Bengaluru
Summary
Results-driven leader with hands-on experience in leading training initiatives and delivering high-impact learning programs across diverse teams. Proven ability to manage end-to-end training operations, from needs analysis and content development to facilitation and performance evaluation. Skilled in stakeholder collaboration, instructional design, and leveraging learning technologies to enhance employee capability and engagement. Experienced in leading training teams, driving process improvements, and ensuring alignment of learning initiatives with business goals to achieve measurable results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Training Team Lead (AM)
Infosys
Bangalore
06.2024 - Current
- Conducted training needs analysis (TNA) to identify skill gaps and align learning initiatives with business objectives.
- Designed and implemented comprehensive training programs, including onboarding, technical, and soft skills development
- Managed end-to-end training lifecycle: planning, scheduling, delivery, and evaluation
- Led instructor-led sessions, workshops, and e-learning initiatives to enhance employee performance
- Collaborated with cross-functional teams to customise training solutions for different departments
- Evaluated training effectiveness using KPIs, feedback, and performance metrics, improving program efficiency
- Administered and optimised Learning Management Systems (LMS) to track training progress and engagement
- Managed training budgets, ensuring cost-effective utilisation of resources
- Mentored and supervised a team of trainers, ensuring high-quality content delivery
- Ensured compliance with regulatory and organisational training requirements
- Developed leadership development and succession planning programs for high-potential employees
- Introduced innovative learning methods such as blended learning, microlearning, and digital tools
- Maintained training records and generated reports for management review and decision-making
Training Lead (AM)
Concentrix
Bangalore, Kolkata
05.2022 - 06.2024
- Executed comprehensive needs assessments, aligning targeted L&D strategies with their unique industry requirements, and growth objectives.
- Developed engaging and interactive learning materials, including eLearning modules, instructor-led training materials, job aids, and videos.
- Facilitated training sessions and workshops, effectively engaging participants, and promoting knowledge retention.
- Implemented a learning management system (LMS) to streamline training administration, track progress, and generate reports on training effectiveness.
- Led a team of learning professionals, providing guidance, coaching, and performance feedback to support their professional growth.
- Conducted post-training evaluations to assess the impact of training initiatives and make data-driven improvements.
- Collaborated with internal stakeholders to customise training content based on team requirements.
- Monitored training effectiveness through feedback, assessments, and performance tracking.
Process Excellence Specialist (L&D Specialist))
Infosys
Bengaluru, Karnataka
03.2020 - 05.2022
- Conducted comprehensive linguistic and behavioural assessments for both new hires and tenured staff, utilising diagnostic tools to identify critical gaps in communication, syntax, and phonology.
- Analysed quality performance trends in collaboration with QA teams to identify systemic communication failures, translating data insights into targeted performance improvement interventions.
- Engineered multi-modal learning solutions utilising ADDIE and SAM methodologies, ensuring all content—from storyboards to facilitator guides—met rigorous instructional standards.
- Developed point of view for prospective and existing clients’ L&D process based on a thorough understanding of the industry and customer-specific requirements and complexities.
- Created high-engagement instructional assets, including interactive audio exercises, role-play simulations, and digital job aids, designed to accelerate skill acquisition and retention.
- Managed the end-to-end instructional lifecycle, from initial diagnostic assessments to the final deployment of localised training interventions for a diverse global workforce.
Customer Service Expert ( Trainer)
HSBC
Bengaluru, Karnataka
05.2018 - 12.2019
- Utilised various tools (Articulate Storyline, Adobe Captivate, and video software) to create multi-modal learning content, including e-learning modules, blended learning programmes, and simulation exercises.
- Recommend key processes and business metrics to track to measure impact, including recommending reports, analytics, and tools to be developed.
- Established rigorous communication quality benchmarks, auditing multi-channel interactions (voice, email, and chat) to ensure global linguistic standards and brand-voice alignment.
- Partnered with cross-functional leadership to conduct organisation-wide Training Needs Analysis (TNA), aligning individual skill development with overarching business strategy.
- Leveraged performance auditing data to diagnose linguistic and behavioural trends, transforming raw quality scores into actionable coaching roadmaps, and targeted training interventions.
- Facilitated high-impact workshops and executive-level training sessions, utilising advanced adult learning principles to drive engagement and ensure maximum knowledge transfer.
HR Support Executive (L&D)
Accenture
Bengaluru, Karnataka
09.2016 - 11.2017
- Developed diverse learning materials, including engaging e-learning modules (using authoring tools), facilitator guides for Instructor-Led Training (ILT), job aids, and multimedia content.
- Applied proven methodologies (such as the ADDIE Model or SAM) to structure and create learning. Ensuring programmes are effective, engaging, and result in measurable behaviour change.
- Coordinated the delivery and tracking of all mandatory regulatory and policy training (Data Privacy, Safety, Anti-Harassment) to mitigate organisational risk.
- Identify key metrics that impact HR and business, and design offerings for high positive impact.
- Evaluated training effectiveness using established models, such as Kirkpatrick's Four Levels (Reaction, Learning, Behaviour, and Results), often through post-training assessments and surveys.
Technical Support Executive (SME)
Dell Inc.
Bengaluru, Karnataka
12.2014 - 07.2016
- Analysed learning metrics (completion rates, assessment scores, time to proficiency) and correlated them with business KPIs (reduction in customer errors, improved sales, and higher retention).
- Used evaluation data and stakeholder feedback to iterate and improve existing training materials and delivery methods, ensuring the learning curriculum remains relevant and impactful.
- Designed and managed the learning component of the new hire process to ensure rapid and effective integration into the company culture and job role.
- Implemented, promoted, and administered formal coaching and mentorship programmes, training internal employees to become skilled customer service representatives.
Education
Matriculation - General
St. Joseph's Girls High School
CuttackBachelor of Arts - English Honors
Ravenshaw University
Cuttack, OdishaGeneral
Christ College
Cuttack, ORSkills
- Client Interaction & Management
- Soft Skills Training
- Voice and accent training
- Behavioural and Leadership Workshops
- Content Creation and Delivery
- Digital Learning Tools and Platforms
- Team management
- Training Needs Identification and Analysis (TNI and TNA)
- L&D Strategy and Design
- Adult Learning Principles (ADDIE)
- Facilitation skills
- Project Management Principles
- Team performance data analysis
- Product and Process Improvement
Certification
- TTT Certified
- Evolve management Certification
- Master Trainer certified (Soft skills & voice and accent)
- Training Facilitation Certified
Accomplishments
- Recognized as the best corporate workshop trainer for Leadership training.
- Received several email and written reference appreciations from the Client during tenure at Accenture.
- Received recognition as the best Voice coach during my tenure in HSBC.
- Recognized as the best Training Lead by the Leadership team during the tenure at Concentrix.
- Received multiple Customer Resolution Champion and best Associate award during the tenure at Dell Inc.
Timeline
Training Team Lead (AM)
Infosys
06.2024 - Current
Training Lead (AM)
Concentrix
05.2022 - 06.2024
Process Excellence Specialist (L&D Specialist))
Infosys
03.2020 - 05.2022
Customer Service Expert ( Trainer)
HSBC
05.2018 - 12.2019
HR Support Executive (L&D)
Accenture
09.2016 - 11.2017
Technical Support Executive (SME)
Dell Inc.
12.2014 - 07.2016
Matriculation - General
St. Joseph's Girls High School
Bachelor of Arts - English Honors
Ravenshaw University
General
Christ College