P N Ravindra Nath
Summary
Highly accomplished professional with a proven track record of over 14 years in Customer service and Training & Development. Delivers results and drives organizational success through strategic training initiatives and effective talent development strategies. Adept at identifying training needs, designing comprehensive programs, and implementing solutions to enhance employee performance and drive business growth. Skilled in analyzing performance gaps, conducting root cause analysis, and implementing targeted interventions to improve individual and team effectiveness. Dynamic leader with a passion for fostering a culture of continuous learning and professional development.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Training Manager
Wipro Limited
01.2022 - Current
- Responsible for managing the training function End to End for multiple LOBs.
- Work with the internal & external stakeholders to identify the critical capabilities required to perform tasks & to ensure the delivery of the same.
- Partner with the clients & trainers to ensure the training materials are up to date.
- Provide necessary inputs to the content development team as and when required to ensure the required content is included in the training documents to achieve business goals.
- Continuously look for ways to bring in new technologies and concepts to enhance the learning experience.
- Assess Trainers facilitation skills during classroom training sessions to ensure effective training delivery.
- Gather feedback from the learners to identify the strengths and opportunities & to move learning experience to the next level.
- Collect data to perform RCA on key metrics to see the training efficiency and effectiveness.
- Sharing regular communications to key stakeholders with all the training updates.
- Co-ordinate with stakeholders regularly to share the necessary reports & information related to process development.
- Regular connects with the stakeholders and clients to review training performance & initiate corrective actions for improvement as and when required.
- Plan, observe, and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring, and workshops.
- Manage new hire and team's early warning system and retention.
- Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post performance to show the efficacy.
- Engage self and team members in learning / upskilling to create succession plans and continuous development.
- Conduct monthly one-on-one performance reviews to provide feedback to coach and build on strengths while mitigating the areas of opportunities. Also, to share the inputs for self-development.
- Regular team connects to encourage sharing of best practices, drive innovation and continue process improvement.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Implemented new learning strategies depending upon employees' skill levels.
Assistant Manager Training
Concentrix Daksh Services India Private Limited
06.2020 - 10.2021
- Responsible for managing the training function End to End for multiple LOBs / Sites / Locations.
- Provide necessary inputs to the content development team as and when required to ensure the required content is included in the training documents to achieve business goals.
- Gather feedback from the learners to identify the strengths and opportunities & to move learning experience to the next level.
- Collect data to perform RCA on key metrics to see the training efficiency and effectiveness.
- Regular connects with the stakeholders and clients to review training performance & initiate corrective actions for improvement as and when required.
- Plan, observe, and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring, and workshops.
- Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post performance to show the efficacy.
- Conduct monthly one-on-one performance reviews to provide feedback to coach and build on strengths while mitigating the areas of opportunities. Also, to share the inputs for self-development.
- Regular team connects to encourage sharing of best practices, drive innovation and continue process improvement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
Senior Trainer
24/7 Customer Private Limited
08.2014 - 05.2020
- Primarily responsible to train the new hires on the process to transition them into production to achieve business and client goals.
- Review to ensure the training materials are up to date.
- Provide necessary inputs to the content development team as and when required to ensure the required content is included in the training documents to achieve business goals.
- Monitor employee performance to coach and build on strengths while mitigating the areas of opportunities.
- Collaborated with the operations & Quality team to identify the areas of improvement from a process standpoint and came up with ideas to minimize the opportunities by initiating various projects.
- Co-ordinate with stakeholders regularly to share the necessary reports & information related to process development.
- Reviewed weekly performance to understand the training efficacy and initiated corrective actions for improvement as and when required.
- Interact with clients on various calls to receive updates and disseminate the same across the floor.
TL - (Vodafone Back Office)
Corpone Staffing Solutions
12.2011 - 06.2014
- Coordinate with the internal teams to expedite the resolution process and enhance customer experience.
- Followed up on received complaints via E-mails and ensuring to close complaints within the given time to achieve hundred percent customer satisfaction.
- Implemented multiple reports to analyze and improve quality of service and reduce the number of complaints.
- Maintenance of required data to manage and cope-up with day-to-day challenges involved in producing results.
- Reviewed daily and weekly team performance to initiate corrective actions for improvement.
Customer Care Executive
Country Vacations International Holiday Club
12.2009 - 04.2011
- Interact with customers to provide information in response to enquiries, concerns and requests about products and services.
- Communicating directly with customers either by telephone, E-mail, or face to face.
- Effectively used to communicate and coordinate with internal departments and follow up on customer interactions.
- Reported details and analysis of complaints received for improvement in those areas.
Education
MBA/PGDM -
Osmania University
01.2018
B.Com - undefined
Sikkim Manipal University (SMU)
01.2014
XIIth - undefined
English
01.2006
Xth - undefined
English
01.2004
Skills
- Training & Development
- Client & Stakeholder Management
- RCA & TNA
- Skill Development
- Recruitment
- Performance Management
- Training delivery & Course designing
- Coaching and mentoring
- Verbal and writing communication
- Stakeholder management
- Learning management systems
- Change management
Languages
English
Hindi
Telugu
Certification
- Power BI - Naresh I Technologies
- Hardware & Networking - Jetking
- Advanced Powerpoint - Skill India
- Metaverse Expert - Blockchain Council
Timeline
Training Manager
Wipro Limited
01.2022 - Current
Assistant Manager Training
Concentrix Daksh Services India Private Limited
06.2020 - 10.2021
Senior Trainer
24/7 Customer Private Limited
08.2014 - 05.2020
TL - (Vodafone Back Office)
Corpone Staffing Solutions
12.2011 - 06.2014
Customer Care Executive
Country Vacations International Holiday Club
12.2009 - 04.2011
B.Com - undefined
Sikkim Manipal University (SMU)
XIIth - undefined
English
Xth - undefined
English
MBA/PGDM -
Osmania University
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