Rahul Jaiswar

• Training & Performance Leader with 9 years of diversified experience across Sales, Customer Support, Escalations, Banking Collections & Sales,

Key Projects & Impact

• Drove 1-day TSO reduction through structured training digitization (Self-Directed Learning, Simulators, AI-based content, Roll-play models), resulting in optimized batch cost and improved learning retention.
• Reduced 0–30 days attrition by implementing stabilization strategies including dedicated support bay, real-time floor walker model, AI call journey guidance, and structured RNR framework.
• Improved Speed to Proficiency (STP) by conducting Plotter Analysis on top call drivers and redesigning training modules aligned with high-frequency floor scenarios.
• Currently leading Digital Transformation Projects including Centrical, Second Nature implementation, and AI-based content development via Synthesia to modernize learning experience.
• Facilitated workshops and teach-back sessions to evaluate trainer and agent effectiveness. (TTT)
• Monitored key training performance metrics Throughput, FAP, Attrition & Nesting performance (0 to 30).
• Collaborated with Operations, HR, Recruitment, and Quality teams to identify process and training gaps align development strategies.
• Created and maintained a centralized training content repository and learning database for process standardization across all location.
• Supported Operations in driving structured development plans for bottom performers and performance improvement cases.
• Implemented innovative training methodologies including gamification and digital learning platforms.
• Evaluated training effectiveness using analytics, feedback models, and performance dashboards to drive continuous improvement.