Ram Avtar
New Delhi
Summary
Results-driven Learning & Development professional with 7 years of experience in soft skills and leadership training. Delivered over 1,000 sessions and mentored facilitators, enhancing employee performance and confidence. Developed engaging training modules and conducted Train-the-Trainer programs, utilizing digital tools to foster interactive learning. Created impactful workshops with participant satisfaction scores averaging 4.7/5.
Overview
1
1
Language
1
1
Certification
10
10
years of post-secondary education
9
9
years of professional experience
Work History
Senior Advisor
Concentrix
08.2025 - Current
- Process: Voice & Email | Domain: Retail | Tool: Salesforce
- Acted as a Senior Advisor / SME, providing real-time guidance and support to
- Junior advisors to improve resolution accuracy and productivity.
- Managed end-to-end customer interactions through voice and email channels
- Resolved customer escalations during interactions, ensuring high customer satisfaction.
- Effectively managed customer escalations and sensitive interactions, ensuring
- Issue resolution and brand trust.
- Achieved timely and accurate resolutions for retail-related queries.
- Utilized Salesforce CRM to log cases, track customer interactions, document
- Resolutions: ensure follow-ups within defined SLAs.
- Consistently achieved performance targets across quality, adherence
- Productivity, and customer experience metrics.
- Identified recurring issues and collaborated with team leaders and quality teams to
- Support process improvement initiatives.
- Organizational standards.
- Guidelines, communication standards, and Salesforce use.
Freelance Soft Skills Trainer
Freelance
New Delhi
10.2024 - 07.2025
- Designed and delivered online and offline training sessions on soft skills and employability skills, enhancing participant confidence and job readiness.
- Facilitated interactive workshops for students and early-career professionals
- Using practical activities, role-plays, and real-world scenarios.
- Facilitated interactive workshops for students and early-career professionals using practical activities and role-plays to improve communication and workplace etiquette.
- Enhanced communication skills and job readiness to prepare participants for the workforce.
- Developed employability skills, focusing on communication, interview readiness, and workplace behavior.
- Taught etiquette and professional behavior essential for workplace success.
- Collected participant feedback and refined session delivery to enhance engagement and achieve better learning outcomes.
- Enhanced engagement and learning outcomes through interactive and practical training methods.
Training Manager | Associate Training Manager | Facilitator
Freedom Employability Academy (FEA)
Delhi
04.2017 - 10.2024
- Delivered 1,000+ learning sessions on English communication, professional etiquette
- Facilitated personality development workshops to enhance individual growth.
- Spearheaded Train-the-Trainer (TTT) programs to enhance facilitator delivery effectiveness and learner engagement.
- Led and mentored 20+ facilitators to ensure consistent training quality across multiple centers.
- Mentored 20+ facilitators to strengthen delivery of soft skills training, maintaining consistent quality across programs.
- Designed and launched custom modules on communication, behavioral skills, and
- Employability, enhancing learner outcomes.
- Fostered learner engagement through interactive activities.
- Developed training modules focused on confidence, communication, and employability skills.
- Conducted 1,000+ trainings & workshops that enhanced participants' communication
- Teamwork skills, leading to stronger workplace collaboration.
- Designed and delivered leadership development programs that prepared 50+
- Employees were to step into managerial and client-facing roles. Successfully coached learners in interview preparation, resulting in a high placement
- Success rate across diverse industries.
- Employees are to step into managerial and client-facing roles. Successfully coached learners in interview preparation, resulting in a high placement rate
- Employees to deliver impactful presentations.
- Recognized with the "Trainer of the Year" award for innovative methods that improved
- Learner outcomes in communication and leadership.
- Highlighted significant achievements that demonstrate professional growth.
- And learner engagement.
- Consistent quality across programs.
Education
MBA - Finance
Sikkim Manipal University
New DelhiB.Com - Commerce
Sri Aurobindo College
New Delhi, India 08.2010 - 09.2013
Senior Secondary (CBSE) -
GBSS School
New Delhi, India 04.2008 - 01.2010
Secondary (CBSE) -
GBSS School
New Delhi 04.2003 - 01.2008
Skills
- Customer Service
- Conflict Resolution
- Leadership Development
- Coaching and mentoring
- Training Need Analysis
- Curriculum development
- Content Development
- LMS Tools
- Data analysis techniques
- Critical Thinking
- Team Collaboration
- Presentation Skills
- Communication
- Soft Skills
Certification
- Project Management, 01/01/21, Converted from year '2021' to 01/01/YY.
- Servant Leadership, 01/01/21, Converted from year '2021' to 01/01/YY.
- Feedback & Coaching, 01/01/22, Converted from year '2022' to 01/01/YY.
- Communication at Workplace, 01/01/20, Converted from year '2020' to 01/01/YY.
- Data Analytics, 01/01/24, Converted from year '2024' to 01/01/YY.
Accomplishments
- Conducted 1,000+ trainings & workshops that enhanced participants' communication and teamwork skills, leading to stronger workplace collaboration.
- Designed and delivered leadership development programs that prepared 50+ employees to step into managerial and client-facing roles.
- Successfully coached learners in interview preparation, resulting in a high placement success rate across diverse industries.
- Built confidence and presentation skills through experiential learning, enabling employees to deliver impactful presentations.
- Recognized with the 'Trainer of the Year' award for innovative methods that improved learner outcomes in communication and leadership.
- Mentored 20+ facilitators to strengthen delivery of soft skills training, ensuring consistent quality across programs.
Languages
- English, Advanced (C1)
- Hindi, Advanced (C1)
Languages
English
Advanced
C1
Timeline
Senior Advisor
Concentrix
08.2025 - Current
Freelance Soft Skills Trainer
Freelance
10.2024 - 07.2025
Training Manager | Associate Training Manager | Facilitator
Freedom Employability Academy (FEA)
04.2017 - 10.2024
B.Com - Commerce
Sri Aurobindo College
08.2010 - 09.2013
Senior Secondary (CBSE) -
GBSS School
04.2008 - 01.2010
Secondary (CBSE) -
GBSS School
04.2003 - 01.2008
MBA - Finance
Sikkim Manipal University