Pankaj Tandon

Black Belt Certified Professional is aiming for a challenging role to head the Training and Quality function for complete training and quality delivery in Process and product training, the complete change in behaviour and competencies of an organization can meet all goals in terms of required output for an organization of repute.

• Certified Master Class Trainer from Dale Carnegie Training.
• Management Development Programs on Art of Feedback, Team Motivation & Bonding
• Have given Process Training for more than 60 different Products in different International and Domestic Centres
• Certified for 15 Organizational Development Training, Certified for 5 Train the Trainer Programme and 2 Platform Skills Workshop
• Certified for Performance analysis and continuous excellence Model, Certified in Excel in excel
• Certified in BQT (Business Quality Training), Fish Training(Motivational Programme)
• Personality Development/Business Etiquettes - Training aimed at how to develop your personality, Certified in Executive Presence(Training people for branding themselves)
• Have contributed in establishing a Bridge Process (Nesting Programme for New Hires), Have designed on job Training Programme and successfully implemented the successful performance from Non-Performers and Bottom Performers, Successfully implemented various Time Management tools and other Training Tools for many Train the Trainer Programme.
• Certified in Platform skill workshop organized by Amit Singh (VP Training Centum Learning Bharti Group of Companies)
• Awarded by GM service delivery Sanjay Ghura (Head ICOE IBM Global Process Services Ltd) for exceptional performance in HT up-sell campaign and has been nominated as a Green Star
• Completed National Safety Council First Aid Course
• Have Trained and Piloted in the merger of three circles into One(From Himachal, Punjab and Haryana to HPHP) in customer care for Bharti Circle, Have done various Project for Repeat calls for Customer care on a PAN India level
• Have done Project for NSS (Net Satisfaction Scores) for Delhi Circle for Bharti
• Have Piloted the Paper Free Process Training in IBM for Bharti Circle
• Project Management preparation programme
• NISM VII series certification.

• A seasoned professional with 21 years of experience in Learning and Development, Content Creation and Management, content automation, content delivery and feedback management, Transactional Quality, Rich and varied experience in Training Delivery Management, Client relationship management, Resource Optimization, Quality & Team Management and projects.
• The vast experience and domain expertise in Ecommerce, Consumer durables, Banking, Automobile, Telecom, Product and process Training across the country, Learning and Development, Customer Service, Business Excellence, and Operational Excellence, Training project, Training consultancy and client management.
• Extensive Team Management exposure with the ability to lead large teams in accomplishing challenging team/organizational goals. Diverse experience in due diligence for organization and its best practices.
• Proficient in managing & leading large teams for running successful Training operations, process migration and stabilization; experience of developing procedures, service standards for business excellence.
• Implementation of various Global/ Local Risk Management initiatives & several process improvement initiatives by monitoring Root Cause Analysis and advising Business/ Engineering Managers
• Skillful in setting up and leading a Business Strategy and Analysis taskforce; defining business vision & values
• Proficient in managing & leading large teams for running successful process Training operations, process migration and setting up training function; experience of developing content, Training Projects for business excellence.

• Learning and Development – Process and Product Training for Telecom, Soft Skill Training management, TNI extraction and mapping with Business goals, Leadership induction and Training
• Quality Management – Continuous Innovation and process improvement, managing transactional capability, COPC methodology and lean projects.
• Results – proven, growth-oriented, focused & enterprising professional with a documented record of strong, decisive executive leadership.
• A foresighted individual with sound analytical & interpersonal skills and the ability to think independently. An eye for detail and a best practice trendsetter with the desire to remain on the cutting edge.
• Exceptionally well organized with a track record that demonstrates self-motivation, creativity, and initiatives to achieve personal and corporate goals.
• A Skilled change agent with a talent for recruiting, motivating, and developing other leaders with an equal desire to win and excel.
• Demonstrated ability to think out of the box and provide solutions for enhancing operational efficiency, thereby contributing to revenue, business growth.
• Training project Management – Work experience in Africa and the US mainly in establishing training structures, creation, and implementation, designing new hire science, CRM input as per the business, quality framework, business support, On Job structure and science, training life cycle management and cost-effective strategies.

• - Strategic Leadership - Learning and Development - Process/Product Training
• - Soft skill/OD development - Training Strategy Management - TNI Mapping &On Job Training
• - Training Budget Management - Telecom (Pre & Post Paid and Backend) - Hiring recruitment
• Overseeing a team of Trainers/Leaders involved in setting up targets and Training KPIs, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and planning for leading Ecommerce, Consumer durables, Payment gateways, Telecom &financial giants like Flipkart, Amazon, Aditya Birla online fashion, Aditya Birla online retail, Lenovo, Airtel India, Airtel Africa, Vodafone, Idea, Tata Indicom, Tata Photons, WCOM, Aircel, MTS, Airtel DTH, Dish TV, Ask me.com,Berger Paints, Hindustan Unilever Limited, Southee Telecom, Dell, City Bank, UCO Bank and BSNL
• Designing and managing the overall training delivery as per client contractual KPIs, and audit and compliance
• Understanding of business processes, As-Is / To-Be analysis, mapping & finalizing requirements, determining the business scenario and mapping them into feasible solutions
• Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize the customer satisfaction level in terms of Job training, Behavioral aspects and organizational development. Designing and conducting customized training programs for staff members and ensuring training & development initiatives are aligned with the organizational goals.
• Heading teams involved in setting out quality standards for various operational areas, ensuring high-quality customer satisfaction while adhering to the SLA’s and work processes.
• Performance Management & Business MIS review programs with the management. Maintaining set Training SLA’s thereby focusing on maximizing customer experience while optimizing costs.

• Date of Birth: 11th June 1979
• Address: Flat No – 202, AWHO Vikram Vihar Society, Sec 27 Panchkula, Haryana 134109
• Languages Known: English, Hindi and Punjabi
• Business Visas: the USA and West-central Africa