Open To Work
Muskaan Rajput
Jaipur
Work Preference
Summary
Learning & Development professional experienced in designing and delivering impactful training programs in customer experience, leadership, and behavioral skills. Drove large-scale learning interventions that enhanced employee performance and fostered customer-centric cultures in fast-paced environments. Focused on stakeholder management, training needs analysis, and performance consulting to achieve measurable outcomes.
Overview
9
9
years of professional experience
Work History
Process Training - Lead
Transcom
04.2025 - Current
- Facilitating process, soft skills, and communication training programs
- Driving performance improvement through structured training interventions
- Assessing training needs through surveys and feedback from staff.
- Implementing performance evaluations to track employee development progress.
- Mentoring junior trainers to improve their delivery techniques and engagement strategies.
- Analyzing training effectiveness using participant feedback and engagement metrics.
- Documenting employee progress throughout their training process with detailed EOD report and RAG analysis
Assistant Manager - L&D
Upgrad
01.2025 - 04.2025
- Led L&D initiatives for 5000+ airport staff focusing on customer experience and soft skills
- Designed and delivered large-scale behavioral training programs
- Enhanced service culture by implementing structured learning interventions.
- Conducted training for 500+ employees on communication, grooming, POSH, and customer handling to elevate service standards.
- Coordinated training sessions for new staff to ensure effective onboarding processes.
- Established feedback mechanisms to drive continuous improvement in team performance.
Manager - Learning & Development
HDFC Life
05.2024 - 12.2024
- Collaborated with departments to assess and address training needs and gaps in skills.
- Conducted live audits and provided real-time feedback aligned with IRDAI guidelines.
- Designed sales pitch frameworks to enhance customer conversations.
- Activated Front-Line Sales (FLS) teams and relationship managers monthly to enhance sales performance.
Team Lead - OD (L&D)
Policybazaar
08.2023 - 05.2024
- Developed instructor-led training modules and content for leadership skill enhancement programs, incorporating learning principles such as SWOT analysis and adult learning methodologies.
- Conducted training sessions for experienced employees (4-5+ years tenure) on leadership training, behavioural training, communication, and personality development training under the LEAP (Level Enhancement Accreditation Program).
- Facilitated training sessions for new hires and existing employees on core values (CORE: Courtesy, Ownership, Resilience, Empathy), fostering alignment with organizational culture.
- Developed e-learning content and assessments for LEAP participants.
- Maintained a comprehensive database of all records related to the LEAP program, an initiative led by Policybazaar's Organizational Development Team. (Attendance tracker, Elearning scores tracker, Assessment scores tracker, Ranking tracker, Promotion Tracker, Awardees tracker)
- Coordinated LEAP launch events, managing invitation and poster design, logistics, and guest escorting to ensure successful execution.
- Created weekly operational reports for presentation to senior management.
Sr. Process Trainer
Ask Consulting
05.2022 - 07.2023
- Oversaw and conducted training programs for new hires, leadership teams, and existing employees.
- Providing comprehensive training on core processes, tools, soft skills, and communication to enable employees to perform their daily tasks effectively.
- Designing and developing training modules, content, facilitator guides, and schedules for training delivery.
- Provided leadership and strategic consultation to stakeholders by assessing training needs, identifying knowledge gaps, and analyzing performance trends to inform training initiatives.
- Recommending and delivering training programs to address learning opportunities and meet business objectives, driving leadership development.
- Training recruiters on the US recruitment process, covering basics of recruitment, US culture, telephone etiquette, POSH, Boolean searches, sourcing, resume screening, the ORS model, client interactions, call flow, resume formatting, and ATS usage.
- Conducted post-training evaluations to assess training effectiveness and its impact on key performance indicators (KPIs).
Sr. Process Trainer
IMS People Possible
09.2021 - 05.2022
- In this role, my key responsibilities included:
- Training and managing new trainers to ensure consistency and quality in training delivery.
- Trained recruiters on US recruitment process, covering pre-screening checks, screening candidates, identifying red flags, decision making, and telephone etiquette to facilitate effective conversations with prospects.
- Conducting training on key topics such as recruitment basics, US culture and geography, telephone etiquette, EEOC compliance, Boolean searches, sourcing, resume screening, the ORS model, client interaction, call flow, POSH and resume formatting.
- Designed and delivered customized leadership development programs, including tailored workshops and one-on-one coaching sessions to enhance leadership skills across diverse leaders.
- Leading interactive training sessions on communication skills, emotional intelligence, conflict resolution, and strategic thinking.
- Collaborated with HR to assess leadership development needs, design tailored training programs, and evaluate effectiveness of training initiatives.
- Providing ongoing coaching and support to individuals and teams, promoting continuous leadership growth and development.
Search & Rescue
Amazon Development Centre
09.2020 - 09.2021
- Handled high-severity customer issues in Search and Rescue department, ensuring timely resolutions to enhance customer satisfaction.
- Acted as Senior Customer Support Associate with Amazon VCS for one year, handling various responsibilities.
- Transitioned to the Amazon.com non-voice (North America) process, where I resolved customer queries and consistently met process performance metrics.
- Supported Amazon.in voice process for two months, gaining foundational customer service experience.
Process Trainer
Teleperformance
07.2017 - 08.2019
- Acquired two years of experience as a Process Trainer at Teleperformance, where I managed the following tasks:
- Delivering end-to-end training for new employees, focusing on process knowledge, tool usage, customer service, soft skills, sales, communication, and adherence to client protocols.
- Managed On-the-Job Training (OJT) and certification processes, monitoring employee performance during initial 30 days post-certification to ensure successful integration.
- Conducted applicant screening and interviews to assess suitability for training programs.
- Conducting Training Needs (TN) assessments based on quality metrics, verifying client data, and auditing customer interactions to ensure process quality.
- Created presentations for process updates and improvements, preparing monthly performance reports to inform stakeholders.
- Tracking and maintaining Key Performance Indicators (KPIs), including attendance, first-attempt pass rates, throughput, customer satisfaction, quality audits, and calibration scores.
Education
B.com -
Jaipur National University
06-2022
Senior Secondary -
Beetles International School
01-2017
Skills
- Training Needs Analysis (TNA)
- Instructional Design & Content Development
- Learning Strategy & Training Design
- Behavioral & Leadership Training
- Facilitation & Adult Learning Methodologies
- Learning Management Systems
- Process Improvement
- Process Evaluation
- Stakeholder Management
- Performance Coaching & Feedback
- Effective Communication
Languages
- English, Fluent
- Hindi, Fluent
Timeline
Process Training - Lead
Transcom
04.2025 - Current
Assistant Manager - L&D
Upgrad
01.2025 - 04.2025
Manager - Learning & Development
HDFC Life
05.2024 - 12.2024
Team Lead - OD (L&D)
Policybazaar
08.2023 - 05.2024
Sr. Process Trainer
Ask Consulting
05.2022 - 07.2023
Sr. Process Trainer
IMS People Possible
09.2021 - 05.2022
Search & Rescue
Amazon Development Centre
09.2020 - 09.2021
Process Trainer
Teleperformance
07.2017 - 08.2019
B.com -
Jaipur National University
Senior Secondary -
Beetles International School