RAKESH SHARMA
Chandigarh
Summary
Learning and Development Specialist with a proven track record at Concentrix Daksh Services, skilled in designing and delivering high-impact learning solutions that drive performance and measurable business outcomes. Strong in stakeholder management, content creation, and e-learning development, with consistent success in achieving high participant engagement and satisfaction. Passionate about technology-enabled learning and actively exploring AI-driven solutions to enhance learning effectiveness, automation, and workforce capability building.
Overview
19
19
years of professional experience
Work History
Learning and Development Specialist
Concentrix Daksh Services India Pvt.
Chandigarh
08.2019 - Current
- Led end-to-end learning initiatives as structured projects, managing scope, timelines, stakeholders, and delivery across classroom and virtual formats.
- Conducted Learning Needs Analysis and translated business requirements into scalable, outcome-driven learning solutions.
- Designed and launched new learning offerings aligned with strategic goals, ensuring quality delivery and strong participant feedback.
- Designed, developed, and curated high-impact learning content (presentations, facilitator guides, assessments, job aids) aligned with strategic goals.
- Drove cross-functional collaboration to deliver high-impact programs with clear communication, governance, and execution discipline.
- Tracked and presented learning dashboards covering progress, investment utilization, quality metrics, risks, and business impact.
- Contributed to Zonal and PAN-India initiatives by standardizing processes, sharing best practices, and strengthening stakeholder partnerships through deep BPM business understanding.
Traning Manager
NIIT LTD
Chandigarh
04.2016 - 10.2018
- Developed tailored training materials focused on specific product features.
- Delivered product training sessions to diverse audiences across multiple platforms.
- Evaluated participant feedback to enhance training effectiveness and engagement.
- Supported onboarding initiatives with comprehensive product knowledge sessions.
- Created online course content utilizing various multimedia tools.
- Conducted New Hire and Refresher training on CRM, soft skills, product, process, and quality.
- Provided on-site support during product launches and implementations.
- Managed training function for alarge workforce, supervising ateam of 3 trainers and 8 quality auditors.
Zonal Trainer – SOP Auditor
IDEA CELLULAR LIMITED
10.2011 - 04.2016
- Enhanced team performance through product and process training and auditing.
- Conducted induction, soft skills, customer relationship management, and process training for new hires.
- Delivered product and process training to 22 FOFO and 4 COCO Idea Stores.
- Managed certification processes and monitored call quality and customer satisfaction through mystery calls.
- Maintained MIS reports and databases tracking FTE development trends in audit scores.
- Facilitated training programs for retail store managers, cashiers, and executives, including new hire and refresher trainings.
- Implemented team development plans by identifying training opportunities for channel partners.
- Reviewed and updated training modules and materials to align with learning needs.
Store Manager - Trainer
PLANET M RETAIL LTD
09.2008 - 03.2011
- Responsible for ensuring store profitability in the areas of sales and operations, delivered high standards of work ethics and implemented profitability measures in all the systems.
- Accountable for maintaining high standards at the Centers as per the company requirements with regards to Merchandising, Customer Service & maintenance of Centre Ambience and Operational efficiency both internally and externally.
- Spearheaded training for over 300 Associates for induction program, which included Company Introduction, Customer Service, Safe Working guidelines and Job Description.
- Diligently facilitated the training requirements for retail store managers, cashiers & executives and conducted training programs like New Hire Trainings, Refresher Trainings and On the Job Training.
- Responsible for Budgeting, Customer Service, Merchandising, Stock Loss Norms, Implementation of Sales and Other events, Space and Fixture review, Staff Utilization, Space Planning & Inventory Management and overall Administration.
- Accountable for achieving Annual and Monthly Sales budget by good Customer Service, high staff morale, analyzing the reports, rotating the stocks and implementing damage control mode.
- Was instrumental in managing the development of training curriculum; formulated and reviewed training outlines and determined appropriate instructional methodologies and formats; evaluated effectiveness of training and development programs and utilized relevant evaluation data to revise or recommend changes in instructional objectives and methods.
- Developed and evaluated training curriculum to optimize instructional effectiveness.
Officer – Technical Service
THE MOBILE STORE
11.2006 - 08.2008
- Achieved profitability targets for P&L accounts across multiple stores while minimizing expenses.
- Designed monthly and yearly sales goals, ensuring consistent target achievement.
- Implemented profit-enhancing measures in all systems to maintain high operational standards.
- Addressed customer complaints promptly, ensuring maximum satisfaction levels.
- Monitored market trends and local competition, providing insights to management.
Education
PMP - Project Management
Project Management Institute
Pursuing01.2026
Bachelor of Arts - Public Administration
Punjab University
Chandigarh01.2005
Computer Science -
VCC Institute
ChandigarhSkills
- Facilitation and presentation skills
- Written and verbal communication
- Proficient in Microsoft Office tools
- E-learning design and development
- Prompt engineering
- People solutions
- Stakeholder management
- Critical thinking
- Time management
- Training material creation
Accomplishments
Received Outstanding Performance Award Year 2025
Personal Information
Date of Birth: 05/22/84
Chandigarh
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Punjabi
Proficient (C2)
C2
Timeline
Learning and Development Specialist
Concentrix Daksh Services India Pvt.
08.2019 - Current
Traning Manager
NIIT LTD
04.2016 - 10.2018
Zonal Trainer – SOP Auditor
IDEA CELLULAR LIMITED
10.2011 - 04.2016
Store Manager - Trainer
PLANET M RETAIL LTD
09.2008 - 03.2011
Officer – Technical Service
THE MOBILE STORE
11.2006 - 08.2008
PMP - Project Management
Project Management Institute
Bachelor of Arts - Public Administration
Punjab University
Computer Science -
VCC Institute