Sudipta Roy
Learning Specialist/Program Manager
Bengaluru,KA
Summary
Dynamic professional with over 13 years of experience dedicated to enhancing employee skills, knowledge, and performance to drive organizational success. Proven track record in planning and implementing effective training programs that foster growth and improve productivity. Skilled in identifying areas for improvement and leveraging innovative strategies to cultivate a high-performing workforce.
Overview
14
14
years of professional experience
4
4
Languages
Work History
L&D Specialist/Program Manager
Alstom Transport
01.2016 - 01.2018
- Setting up the Learning and Development Function.
- Building a Learning Culture.
- L&D Yearly Plan and Budgeting (Country Level).
- Training Execution and Closure of Programs.
- Compliance and Mandate Trainings Rollout, and Ensuring 100% Completion.
- Quarterly Reporting and Management Reviews.
- Vendor Management.
- 360-Degree Feedback.
Learning & Development Specialist
QuEST Global
01.2012 - 01.2016
- Global Program Management: Executed the Leadership Development Program for top management across global offices.
- Strategic Talent Identification: Orchestrated a rigorous selection process to identify high-potential talent through deep-dive deliberations with the Executive Leadership Team.
- Executive Reporting: Developed high-impact presentations and progress reports for the CEO and senior management to ensure transparency and strategic alignment.
- Behavioral Training Lead: Managed the full lifecycle of behavioral training initiatives for the entire organization.
- Needs Analysis and Implementation: Deployed blended learning solutions (classroom and e-learning) based on comprehensive gap analyses and departmental requirements.
- Operational Oversight: Closely monitored all training metrics end-to-end, presenting data-driven results to senior leadership to demonstrate ROI.
- Internal Branding: Acted as the primary architect for the branding of the Leadership Program and the wider L&D function, increasing internal engagement and visibility.
- Data-Driven Improvement: Conducted L3 Effectiveness Surveys and participant analysis to measure training impact.
Training Consultant for SAP India
Capgemini
01.2007 - 01.2012
- Training Needs Identification (TNI): Conducting surveys through Individual Development Plans and interviews to find skill gaps.
- Annual Training Calendar: Mapping out the year's learning initiatives to ensure consistent development.
- Training Budgeting: Allocating funds and managing the department's expenses, including processing claims and invoices.
- Vendor & Logistics Management: Selecting external partners and managing the 'behind-the-scenes' work.
- Trainer Briefing: Communicating specific requirements to prospective trainers, and evaluating their Requests for Proposal (RFPs).
- Infrastructure Setup: Coordinating the physical or virtual environment (rooms, attendance sheets).
- L3 Feedback (Behavioral Change): Moving beyond, 'Did they like it?' Did they apply it on the job?
- Post-Training Review: Analyzing feedback forms to identify areas for improvement.
- Stakeholder Management: Balancing the expectations of department heads and trainees.
- Quarterly Reporting: Presenting formal updates on Quality Analysis, Cost Savings, and total trainings organized.
- Management Reviews: Presenting data-driven insights to higher management to justify future T&D spend.
Technical Troubleshooting - Dell and HP products
Wipro
01.2004 - 01.2007
- Root Cause Analysis: Diagnosed and resolved complex technical issues by performing deep-dive troubleshooting to identify underlying product defects.
- Customer Advocacy: Acted as a primary point of contact for customer grievances, resolving technical hurdles while maintaining a calm and professional demeanor.
- Product Education: Empowered users by providing guided walkthroughs of technical websites and self-service portals, reducing future support dependency.
- Escalation Management: Served as the final point of contact for high-priority escalations, successfully de-escalating frustrated users, and restoring brand trust.
- Floor Support & Mentorship: Provided real-time technical guidance and coaching to Front Line Associates (FLAs) to improve team accuracy and confidence.
- CSAT Excellence: Consistently maintained high Customer Satisfaction (CSAT) scores, prioritizing empathy and first-call resolution as the primary success metrics.
- Efficiency Management: Balance high-quality service with a strict adherence to Average Handling Time (AHT) targets to optimize team productivity.
- Value-Added Sales: Identified opportunities to suggest relevant products or upgrades post-resolution, contributing to revenue growth through soft-selling techniques.
Education
Bachelors of Commerce - Business Management
Gauhati University
Assam 04.2001 -
Skills
Strategic Planning & Budgeting
Training
- Cabin Crew Training from Frankfinn Management Consultants.
- Training in CTK(Communication Tool Kit)
- Training in Business Communication.
Timeline
L&D Specialist/Program Manager
Alstom Transport
01.2016 - 01.2018
Learning & Development Specialist
QuEST Global
01.2012 - 01.2016
Training Consultant for SAP India
Capgemini
01.2007 - 01.2012
Technical Troubleshooting - Dell and HP products
Wipro
01.2004 - 01.2007
Bachelors of Commerce - Business Management
Gauhati University
04.2001 -