Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Shahid Aly

Manager, Customer Service and Training & Development
Faridabad,Haryana
Shahid Aly

Summary

Strategic and people-centric leader with a proven track record of fostering trust, accountability, and engagement across high-performing teams. Experienced in designing and implementing scalable training programs, leading process improvements, and driving continuous development initiatives. Committed to empowering individuals and optimizing team dynamics for long-term success. 20+ years of experience in Project Management, Training, Learning & Development, People Leadership focused on driving team, department and organization goals and results. Collaborative and result oriented professional with strong stakeholder influencing capabilities to enable and empower talent with strategic planning expertise and problem-solving acumen.

Overview

22
years of professional experience
4
years of post-secondary education
6
Certifications

Work History

Cvent India Pvt. Ltd
Gurgaon

Manager, Training & Development
06.2019 - Current

Job overview

  • Established training team with 11 direct reports including Learning & Development Specialists, Training Coordinators and Instructional Designers
  • Manage Training Programs of SAAS based application for Product/Software Trainings for new hires
  • Manage Training Programs for different LOBs (Approx.150) new hires each quarter depending on business needs
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
  • Applied adult learning and performance expertise to assess behavioral issues impacting work performance
  • Developed and initiated projects, managed costs, and monitored performance
  • Drove team success through shared vision and recognition of quality performance
  • Developed departmental systems and procedures to better align workflow processes
  • Eliminated process gaps by implementing new methods of standardized training
  • Monitored participant workflow and behaviors throughout training process
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
  • Mentored new hires, resulting in stronger staff development and increased productivity
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.

Cvent India Pvt. Ltd
Gurgaon

Training Team Lead
03.2017 - 06.2019

Job overview

  • Design and deliver/author new and existing learning content deemed necessary for business, both instructor-led and online/virtual trainings
  • Facilitate training sessions on SAAS based application explicitly on Event & Hospitality based cloud solutions & platform
  • Subject Matter Expert including team effectiveness, business knowledge and corporate practices
  • Provide individual coaching to develop talent, including use of 360-degree assessments and/or other psychometric tools
  • Act as a L&D point of contact for one or more business operations or revenue-critical teams, tailoring and crafting learning solutions to their particular needs
  • Reviewed content of learning interventions; re-constructor re-purpose content into multiple forms of delivery, whether ILT, online, blended, or other means
  • Provide key support and, when necessary program management to global initiatives (eg. Mentorship program, Global Performance Management, Global Survey, LMS Administration etc.)
  • Managed team of 6 employees, overseeing hiring, training, and professional growth of employees
  • Eliminated downtime and maximized revenue by providing top project quality control
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork

Cvent India Private Ltd.
Gurgaon

Project Lead - Event & Hospitality Cloud Solutions
03.2012 - 02.2017

Job overview

  • Worked on multiple dedicated enterprise projects and supported clients like Google and International Baccalaureate
  • Developed and followed baseline project plan and milestones for task completion
  • Provide support to clients through event cloud-based platform & solutions
  • Create roadmap/project plan with milestone timelines and set expectations of deliverables.
  • Developing project scopes and objectives, including project charters and SOW involving all relevant stakeholders, and ensuring technical feasibility
  • Performed independent analysis and provided recommendations to overcome project obstacles.
  • Drove team's execution of quality management throughout division, improving process effectiveness, cost-effectiveness, resource and process efficiency.
  • Closely collaborated with project members to identify and quickly address problems.
  • Developed and trained junior team members by leveraging industry experience to achieve optimal project strategy.
  • Monitored project progress, examined risks and set forth contingency plans.
  • Produced reports and updated customers and senior leaders on progress and roadblocks.
  • Met with manager weekly to provide detailed project report and milestone updates.
  • Led team of 7 employees for critical Enterprise projects
  • Defined responsibilities and roles 7 team members
  • Planned, executed and promoted total of 200 projects from 2012 through 2016

Convergys India Services Ltd
Gurgaon

Level 2 - Senior Tech Support Officer
03.2011 - 02.2012

Job overview

  • Delivered exceptional level of service to each customer by listening to concerns and answering questions for AT&T (Telecom & Broadband Service Provider)
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Oversaw daily operations to ensure high levels of productivity.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity

Wipro Ltd
Delhi/Greater Noida

Technical Facilitator/Subject Matter Expert
11.2005 - 02.2011

Job overview

  • Provided Technical Resolution for Hardware & Software Issues for Dell Customers
  • Provided customer and network administration services such as passwords, electronic mail accounts and troubleshooting.
  • Maintained problem tracking system and ran diagnostic software to verify properly operating equipment.
  • Installed, configured and monitored local and wide-area networks, hardware and software.
  • Constructed, edited and tested computer system programs
  • Assembled, installed and tested new equipment and assisted users in understanding general functions of newly installed equipment
  • Installed, configured and monitored local and wide-area networks, hardware and software
  • Managed over 15 customer calls per day

Colwell & Salmon Communications Ltd.
Noida, U.P

Market Research Analyst
09.2003 - 08.2005

Job overview

  • Collated information to interpret data for clients.
  • Conducted end-to-end market research processes through primary and secondary research methods such as by gathering information on technology & infrastructure usage in different Industries through telephonic interview in B2B and B2C processes.
  • Collected and analyzed data on customer demographics, preferences, needs and buying habits to identify potential markets and factors affecting product demand.
  • Gathered data on competitors to analyze prices, sales and methods of marketing and distribution.
  • Collected and analyzed data on customer demographics, preferences, needs and buying habits to identify potential markets and factors affecting product demand
  • Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion

Education

Vinayaka Mission University
Distance Education Program

B.Com
06.2003 - 03.2007

University Overview

  • Completed professional development in Project Management, PMP Certification, 2014 - 2015

Skills

Training

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Certification

Dell Certified Technician - Wipro Sponsored

Timeline

Manager, Training & Development
Cvent India Pvt. Ltd
06.2019 - Current

GDPR & CCPA Certified

03-2018

Train The Trainer (TTT Certified)

12-2017
Training Team Lead
Cvent India Pvt. Ltd
03.2017 - 06.2019

Cvent Gurukool Professional

06-2013
Project Lead - Event & Hospitality Cloud Solutions
Cvent India Private Ltd.
03.2012 - 02.2017
Level 2 - Senior Tech Support Officer
Convergys India Services Ltd
03.2011 - 02.2012

Six Sigma - Green Belt Certification - Wipro Sponsored

10-2010

Six Sigma - Yellow Belt Certification - Wipro Sponsored

08-2008

Dell Certified Technician - Wipro Sponsored

04-2007
Technical Facilitator/Subject Matter Expert
Wipro Ltd
11.2005 - 02.2011
Market Research Analyst
Colwell & Salmon Communications Ltd.
09.2003 - 08.2005
Vinayaka Mission University
B.Com
06.2003 - 03.2007

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Shahid AlyManager, Customer Service and Training & Development