Nasir Shariff

Conducted Training Need Analysis on Technical and Behavioural skills covering 2000 employees across manufacturing plants and shared outcomes with 3 years development journey plan with business.

Facilitating Plant Manager Academy for all leadership teams at manufacturing plants to build both technical and behavioural skills for leaders.

Developed and facilitated soft skill workshops for investigation team covering 40 employees to collaborate, analyze and communicate well with colleagues during audits.

Driving, facilitating and implementation L&D training Plan to ensure smooth execution with effective outcomes by internal trainers; providing thought leadership around program design and delivery.

Building frameworks to engage employees to develop skills for future ready through various vendors.

Digitalizing standard operating procedures for shop floor teams through virtual reality to reduce human errors and save time.

Facilitated Train The Trainer program for 200 employees to create pool of trainers for technical trainings for audit ready.

• Facilitated English Language Program at Puducherry manufacturing plant for over 800 employees to communicate in English for USFDA audit.
• Developed six months engagement program for new employees to demonstrate organizational values at work
• Designed, Develop, Facilitated and evaluated Supervisory Development program for 81 employees across plants at Bengaluru, Puducherry and Singapore to develop and demonstrate desired behaviours at the manufacturing plant.
• Reviewed story boards for digitalizing the content for level-1 employees on Learning Management System.
• Conducted Focused Group Discussion with manager to evaluate application of learning at work as part of Kirk Patrick Level-3 evaluation.
• Designed and Develop "Manager Essential Program" to build skill for handling teams effectively for First Time Managers.

• Designing and facilitating trainings for 60 telesales/customer services employees to approach customers in an organised fashion.
• Audited calls and shared individual feedback on strengths and areas of improvement for enhancing quality to 80%
• Develop content for various clients with respect to their training intervention at their organization.
• Facilitated First Time Managers program for new team leaders to build skills for managing teams.
  

• Develop and maintain relationship with all business heads to understand their department wise training requirements and plan accordingly
• Lead a team of trainers at circle to facilitate trainings across all business through Planning, Operation and Delivery
• Ensured Rolling out of monthly training calendar with allocation of trainers across all businesses.
• Evaluate training effectiveness through Jack Philip Model to understand the deliverables and behavioural changed observed in teams.
• Conducted Training Need Analysis with all business heads and their first line to device the yearly training calendar.
• Drive Customer Success Journey Projects to measure Return on satisfaction from business at 30 retail stores.
• Developed 5 trainer's capability on business understanding and facilitation skill through ARCS model
• Designed and Developed induction modules for all the call centers, vendors and distributors teams.

• Designed framework for Retail Induction program covering Product, Process, Systems and Soft skills training to enhance sales and services at 120 stores.
• Facilitated Knowledge Evaluation Test through Learning Management System for 150 employees at Retail across Karnataka
• Collaborated with marketing team for new product launch and process change to update all employees for enhancing performance
• Facilitated Mystery audits at retail stores and service centers and shared development plan with business.
• Supported customer service team to set up a new service center with 300 employees by developing skills to deliver their jobs.

• Responsible for facilitating new hire twelve days Induction program for Retail business
• Visit low performing stores to facilitate on job training to enhance performance.
• Facilitate soft skills and new product launches for all 60 employees at the stores.
• Develop content to over come gap identify during store audits.
• Designed a Reward and Recognition Program to enhance productive in Sales and Customer Service.

• Delivered Induction Program at multiple locations like Bangalore, Mysore & Hassan call center covering 600 employees.
• Responsible for Mentoring and Certification of the New Hires to deliver 90% quality calls.
• Conducted Training Need Analysis through quantitative and quality reports to reduce average average call handle time and improve quality.
• Developed content & facilitated programs on soft skill identified for the call center.
• Calibrated every fortnight with Operation & Quality teams for Performance Improvement

• Managed Transaction monitoring process for both Inbound and Outbound Call Center at multiple locations like Bangalore & Hassan
• Shared Performance Feedback, on fort night and monthly basis along with respective Supervisors to 150 employees every month.
• Facilitated Calibration session with the Operation Managers, & Supervisors to enhance quality & productivity
• Facilitated mystery audit calls for executives & analyzed process and product flow on the call
• Actively involved in the recruitment process for the Call center
• Designed, Developed and facilitated Induction Program for the new executives

• Responsible for providing Customer Service to the customers at the call center by responding to 80 calls per day with 98% quality.
• Mentor new executives on call handling process and skills to achieve 90% quality.
• Handled Escalation Desk two days a week to respond to customer escalations.
• Collaborated with internal teams to offer better solution to customer while closing complaints.
• Manage shift roaster and capture attendance for smooth transition of employees during shit change.

• Responsible for making outbound call and confirm sales.
• Manage roaster changes and attendance for team.
• Track daily sales achieved by team.
• Mentored new inducted team member on entire telesales process.