Poonam Sharma
HR | Learning & Development | Organizational Development Professional
Delhi
Summary
Learning & Development and HR professional with 10+ years of experience across organizations including Air India Express, British Telecom, Wipro, and Fidelity International. Experienced in employee engagement, behavioral training, stakeholder management, and capability development. Skilled in Training Needs Analysis, leadership development, coaching, and change management to enhance employee performance and operational effectiveness.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Associate Manager – Training & Quality
Air India Express
11.2025 - 02.2026
- Led training and QA initiatives supporting 100+ frontline service agents.
- Improved call quality compliance by ~18% through structured coaching and feedback mechanisms.
- Identified training gaps through QA analysis improving process adherence by ~20%.
- Delivered targeted coaching improving agent performance consistency and service accuracy.
- Created performance insight reports enabling leadership to track training effectiveness and service metrics.
Learning Professional
British Telecom
05.2023 - 08.2025
- Designed and implemented learning programs impacting 800+ employees across operations teams.
- Developed blended e-learning modules using EasyGenerator and Synthesia increasing completion rates by ~35%.
- Conducted Training Needs Analysis improving productivity by ~20%.
- Established Learning Center of Excellence frameworks to standardize training practices.
- Led HiPo and succession planning initiatives strengthening leadership pipeline readiness.
- Partnered with operations teams improving efficiency by ~15%.
Process Consultant (Google Process)
Wipro
04.2021 - 09.2022
- - Utilized behavioral and emotional intelligence techniques to resolve employee and client issues.
- - Improved resolution effectiveness and interaction quality by ~20%.
- - Conducted cross-training programs improving knowledge coverage by ~30%.
- - Delivered workshops on communication, conflict management and cultural sensitivity.
- - Reduced recurring operational issues by ~18% through root cause analysis initiatives.
Senior Soft Skill & Behavioral Trainer
STC India
03.2018 - 04.2021
- Delivered communication, leadership and professional development training to 1000+ learners.
- Improved participant communication competency scores by ~25%.
- Designed behavioral learning modules and conducted mock assessments and coaching sessions.
- Facilitated workshops on emotional intelligence, teamwork and workplace communication.
Associate – Client Services
Fidelity International
02.2015 - 02.2018
- Conducted quality monitoring and coaching improving call quality scores by ~15–18%.
- Delivered onboarding training for new hire batches of 25–40 employees.
- Led calibration sessions ensuring consistent service quality standards.
- Managed escalations and complaint resolution improving customer satisfaction outcomes.
Lead Generation Executive
IT Dose InfoSystems
06.2012 - 12.2014
- Generated qualified leads and scheduled client meetings for business development teams.
- Improved lead qualification accuracy by ~20% through structured screening conversations.
Education
Post Graduate Diploma - Industrial Relations & Personnel Management
Bhartiya Vidya Bhavan
2012
Bachelor of Arts - Commerce
Delhi University
2011
Skills
Learning & Development Strategy Employee Engagement Programs Behavioral & Leadership Training Stakeholder Management Training Needs Analysis (TNA) Organizational Capability Building Change Management Instructional Design & E-Learning Coaching & Performance Improvement Training Analytics & QA Metrics Communication & Interpersonal Skills Training
Certification
Instructional Designing (KPMG)
Accomplishments
- Supported a major operational transition, enabling the transfer of processes from the UK to India, ensuring seamless knowledge transfer and operational continuity.
- Contributed to setting up processes from scratch with minimal resources, establishing workflows, training frameworks, and operational guidelines to support team readiness.
- Developed e-learning modules from scratch, creating structured digital learning content to support scalable training and knowledge dissemination.
- Led FemForward workshops promoting women’s empowerment, leadership confidence, and discussions around career growth and professional development.
- Designed and delivered behavioral and communication training programs to strengthen decision-making, stakeholder engagement, and professional presence.
- Planned and facilitated leadership and people-management workshops across career levels covering team leadership, emotional intelligence, performance coaching, and conflict resolution.
Timeline
Associate Manager – Training & Quality
Air India Express
11.2025 - 02.2026
Learning Professional
British Telecom
05.2023 - 08.2025
Process Consultant (Google Process)
Wipro
04.2021 - 09.2022
Senior Soft Skill & Behavioral Trainer
STC India
03.2018 - 04.2021
Associate – Client Services
Fidelity International
02.2015 - 02.2018
Lead Generation Executive
IT Dose InfoSystems
06.2012 - 12.2014
Post Graduate Diploma - Industrial Relations & Personnel Management
Bhartiya Vidya Bhavan
Bachelor of Arts - Commerce
Delhi University