Summary
Overview
Work History
Education
Skills
Timeline
Generic

Saurav Baruah

Training Manager
New Delhi

Summary

Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.

Overview

17
17
years of professional experience
3
3
years of post-secondary education

Work History

Core Training Manager

Teleperformance
08.2022 - Current
  • Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
  • Collaborated with other departments to align training programs with organizational goals and objectives.
  • Improved employee retention rates by creating engaging and interactive learning materials.
  • Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Monitored and evaluated training performance to determine quality and cohesiveness.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Developed and implemented comprehensive training program to increase employee productivity and morale.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
  • Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
  • Developed comprehensive training modules for enhancing employee skills, leading to improved job performance across departments.
  • Collaborated with department heads to align training programs with organizational goals, ensuring relevancy and impact.
  • Evaluated impact of training programs on employee performance and business outcomes, continuously refining training strategies based on feedback.
  • Achieved significant improvement in training engagement by customizing content to meet unique needs of each department.
  • Enhanced team productivity by implementing innovative training strategies that catered to diverse learning styles.
  • Fostered culture of continuous learning and development, which contributed to higher employee retention rates.
  • Facilitated team-building exercises that improved communication and collaboration among team members.
  • Conducted thorough needs assessments to pinpoint specific training requirements, leading to more targeted and effective training solutions.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Managed all exempt employee coaching, training, and performance improvement actions.
  • Conducted training courses and prepared videos for long-term use.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Coordinated and prioritized required training courses for Focus Group employees.

Assistant Manager in Training

Teleperformance
08.2019 - 08.2022
  • Assisted manager in developing sales goals and tracking progress towards achieving them.
  • Managed daily operations by creating schedules, delegating tasks, and monitoring performance.
  • Enhanced team productivity by providing ongoing training and coaching to staff members.
  • Increased employee engagement by implementing recognition programs that fostered a positive work environment.
  • Assisted in hiring decisions by reviewing applications, conducting interviews, and evaluating candidate qualifications for fit within the team dynamic.
  • Fostered an inclusive workplace culture by promoting open communication channels among team members.

Core Trainer

Serco Global Services
07.2015 - 08.2019
  • Streamlined the onboarding process by creating standardized training modules for new employees.
  • Ensured compliance with relevant regulations through diligent monitoring of Core Trainer certifications, licenses, and accreditations across the organization.
  • Facilitated engaging workshops focused on communication skills and team building, strengthening workplace relationships and collaboration.
  • Championed continuous improvement efforts by establishing feedback channels between trainers and trainees, ensuring timely identification of areas requiring enhancement.
  • Developed comprehensive training materials for a diverse range of learning styles, resulting in improved comprehension and retention rates.
  • Conducted regular evaluations of training effectiveness, implementing adjustments as necessary to optimize results.
  • Enhanced trainee performance by implementing interactive and hands-on training activities.
  • Mentored junior trainers, fostering their professional growth and enhancing the quality of instruction provided.
  • Improved employee satisfaction by providing ongoing support and resources for continued personal development.
  • Developed, planned, and led personal and group fitness sessions as well as well-known specialty fitness programs.

Communication Coach

Intelenet Global Services
04.2011 - 07.2015
  • Enabled agents to communicate more effectively in diverse settings by teaching cultural awareness techniques.
  • Enhanced agents communication skills by conducting personalized coaching sessions.
  • Conducted continuous research on emerging trends in communication practices, ensuring updated knowledge and expertise.
  • Helped agents develop active listening skills, leading to better understanding of others' perspectives.
  • Collaborated with clients to create customized action plans for achieving their communication goals.
  • Formulated and communicated new ideas and suggestions that improved overall operation.
  • Evaluated agents progress through regular assessments, adjusting coaching approaches as needed for continued growth.
  • Increased client confidence levels by offering consistent encouragement and positive reinforcement during coaching sessions.
  • Developed tailored coaching programs for agents, resulting in improved communication abilities.
  • Managed multiple stakeholders' interests and needs.
  • Facilitated group training sessions on assertive communication, fostering healthier workplace relationships.
  • Provided support and guidance to agents in developing strong interpersonal communication habits.

Customer Service Representative

Intelenet Global Services
01.2009 - 04.2011
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.

Customer Service Representative

Teleperformance
07.2007 - 12.2008
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Education

BBA - Business Management

RGIMT
Nagpur, India
04.2010 - 03.2013

Skills

Written and oral communication

Course design

Team direction

Stakeholder Management

Soft skills training

Timeline

Core Training Manager

Teleperformance
08.2022 - Current

Assistant Manager in Training

Teleperformance
08.2019 - 08.2022

Core Trainer

Serco Global Services
07.2015 - 08.2019

Communication Coach

Intelenet Global Services
04.2011 - 07.2015

BBA - Business Management

RGIMT
04.2010 - 03.2013

Customer Service Representative

Intelenet Global Services
01.2009 - 04.2011

Customer Service Representative

Teleperformance
07.2007 - 12.2008

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Saurav BaruahTraining Manager