Soumyadeep Sen
Training Lead
Bengaluru
Summary
Passionate about learning and development, I am looking to bring my expertise in training program development, employee coaching, and performance analysis to the role of Training Lead. Dedicated to creating impactful training solutions that drive employee engagement and organizational excellence.
Overview
13
13
years of professional experience
5
5
Certifications
Work History
Senior Universal Process Trainer
24/7.ai
07.2020 - Current
- Spearheaded the design and delivery of comprehensive training programs for various teams, ensuring alignment with organizational goals and performance benchmarks.
- Managed seasonal ramp and new process ramp for multiple accounts, effectively coordinating resources and meeting tight deadlines.
- Oversaw onboarding and nesting programs, ensuring smooth transitions for new hires and process transitions.
- Conducted training needs analysis (TNA) to identify skill gaps and implemented targeted learning interventions.
- Collaborated with stakeholders to design learning modules tailored to client-specific requirements.
- Facilitated leadership development sessions to prepare team leads and managers for enhanced responsibilities.
- Designed and implemented training dashboards to track progress and evaluate training effectiveness.
- Managed and mentored a team of trainers, providing guidance on curriculum design, delivery techniques, and performance improvement.
- Conducted regular performance reviews and provided actionable feedback to team members and trainees.
- Monitored key performance indicators (KPIs) post-training to measure program impact.
- Coordinated with QA and Operations teams to align training outcomes with organizational objectives.
- Delivered process improvement initiatives to streamline workflows and enhance overall productivity.
- Supported client visits by showcasing training methodologies, tools, and success stories.
- Ensured compliance with industry standards and internal protocols for training and performance management.
Specialist Trainer
Aegis Pvt Ltd
04.2017 - 07.2020
- Conducted comprehensive training programs to upskill employees and align them with process-specific needs.
- Monitored and analyzed post-training performance metrics to ensure training effectiveness.
- Collaborated with the Quality team to address areas of improvement.
- Designed and implemented a feedback mechanism to continuously enhance training modules.
Training Lead
Kytheratech IT Solutions
12.2016 - 04.2017
- Led the training team in designing and delivering induction and refresher training.
- Streamlined the onboarding process to reduce attrition during nesting.
- Implemented innovative learning techniques to improve knowledge retention.
Quality Analyst & Process Trainer
Capita Pvt Ltd
05.2014 - 04.2016
- Conducted regular quality audits and provided feedback to agents.
- Designed training content for process-specific needs.
- Developed and executed the 'Train the Trainer' initiative.
Senior Customer Support Associate
Accenture
06.2013 - 05.2014
- Provided exceptional customer service and support for key accounts.
- Exceeded service-level agreements through efficient query resolution.
Technical Support Associate
24/7.ai
04.2012 - 06.2013
- Delivered technical support and troubleshooting assistance to customers.
- Resolved complex issues with high customer satisfaction ratings.
Education
Secondary -
Cathedral Mission High School
High School Diploma - undefined
Netaji Open University
Skills
Training Design
Instructional Strategies
Training & Program Development
Stakeholder Management
Leadership Development
Process Improvement
Data-Driven Analysis
Team Management
Performance Evaluation
Conflict Resolution and Mediation
Certification
Train the Trainer Certificate, Capita India Pvt Ltd, Gained expertise in developing and delivering effective training sessions tailored to organizational needs.
Disclaimer
I hereby declare that all the details furnished above are true to the best of my knowledge and belief.
Timeline
Senior Universal Process Trainer
24/7.ai
07.2020 - Current
Specialist Trainer
Aegis Pvt Ltd
04.2017 - 07.2020
Training Lead
Kytheratech IT Solutions
12.2016 - 04.2017
Quality Analyst & Process Trainer
Capita Pvt Ltd
05.2014 - 04.2016
Senior Customer Support Associate
Accenture
06.2013 - 05.2014
Technical Support Associate
24/7.ai
04.2012 - 06.2013
High School Diploma - undefined
Netaji Open University
Secondary -
Cathedral Mission High School
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