SUMIT VERMA

Roles, Responsibilities, and Tasks Accomplished:

• Led a complete array of learning interventions based on Adult Learning Principles across the organization, comprising behavioral, soft skill product and process training, customer experience, value selling, corporate training programs, HR induction, coaching workshops, MDPs, and succession planning.
• Strategic involvement in various projects pertaining to customer experience, social impact, contact center, skill development, employee volunteer programs, business partner management, and employee engagement thereby facilitates collaboration, stakeholder management, and project management.
• Facilitated the launch of the Performance Management System. It includes detailing the PMS to the HODs, rigorous discussions on departmental and individual goals, KRAs, KPIs, metrics, and weightage.
• Revamped the HR induction program as 'Prarambh.' Collaborated with the departmental heads and key stakeholders to share their functional overview and SOPs. Developed the modules on CoC, POSH, and compliance, thereby transforming the onboarding into a complete bouquet with enhanced coverage.
• Launched the Corporate Training Program 'The Pinnacle,' thereby fostering a culture of learning, collaboration, and heading towards organizational development.
• Introduced the L&D dashboard catering to the count of learning interventions, man-hours, man-days clocked, and the type of learning interventions conducted, thereby facilitating a holistic view of the learning interventions conducted and the aspects touched upon.
• Achieved consistent improvement in the C-SAT of the contact centers, which was once staggering at 68% in Aug 24, and it hit the all-time high score of 91 in Feb 25. CX quality audit scores increased to 83 from 61.
• Launched the flagship training program, “The Roots,” for the front-end customer-facing staff and the contact centers. The program consists of a series focusing on Customer Experience and Value Selling.
• Analyzed the business needs and implemented process improvements such as a progressive auto dialer, amended the SOPs, and introduced the revised quality audit sheet to enhance the customer experience, masking age and gender in the CRM, adding a price feature, and more.
• Led the Corporate Employee Volunteer Programs, town halls, R & R, and employee engagement activities for the corporate office and the contact centers.
• Implemented the programs, such as the Joy of Giving, blood donation drives, and environmental sustainability drives.

• Delivered NABH-compliant pharmacy operations training at the Assam Cancer Care Foundation and Tata Medical Center, Kolkata.
• The framework of learning interventions further includes the planning and effective delivery of various process trainings, comprising compliance and audit processes, information security, anti-corruption training, POSH, the code of conduct, brand guidelines, and agency cum channel partner trainings.
• Identifying the training needs across the verticals, planning new learning interventions, and refresher sessions.
• Revamped the HR induction program. Collaborated with the HODs and key stakeholders to be part of the onboarding journey and share their functional overview and SOPs.
• Developed the modules on CoC and compliance, thereby transforming the onboarding into a complete bouquet, with enhanced coverage.
• Clocked 6,485 L&D mandays for FY 2023-2024, which is 18% more than the figures for FY 2022-2023. It consists of 490 learning interventions conducted across the organization through collaboration with all the departments and stakeholders.
• Identified and initiated leadership development programs, and succession planning for potential candidates.
• Planning the yearly, quarterly, and monthly training calendar. Identify and set targets for the programs to be conducted across the verticals, teams to be covered, man-hours, and man-days to be clocked.
• Research, conceptualize, and develop content as per the insights and requirements of the program, thereby preparing the deck accordingly.
• Hands-on experience in creating E-Learning content based on instructional design methodology.
• Leverage the usage of the Learning Management System across the verticals, and thereby facilitate virtual instructor-led training (VILT) programs, assessments, learning through videos, and presentations.
• Enrich the client experience through regular connections and product meetings with the specialty doctors and medical superintendents, thereby enhancing business growth in terms of the prescription of test panels.
• Enrich the customer experience through regular interactions with the customers visiting the outlet.
• Conducted quality audits at customer touchpoints and interactions with the customers to enhance the customer experience at the ground level.
• Process improvements were made during program management, implementation of the learning management system, Train the Trainer, and capturing data in the case of zonal trainings.
• Took the lead and facilitated talent management. Conducted behavioral interviews and assessment centers for internal IJP and external hiring, thereby facilitating talent management.
• Led employee engagement activities in the corporate office and the North region. Additionally, I am involved in the role of HRBP, where conflict management, collaboration, coordination, and stakeholder management are needed.

• Developed front-desk etiquette and patient communication training modules for retail pharmacies.
• Conducted Voice of Customer (VoC) surveys and implemented CX feedback loops.
• Received 'Best Healthcare in Retail' recognition at Vigyan Bhawan, 2020.

• Led CX training programs for pharmacy teams at Medanta and Fortis Memorial Research Institute.
• Implemented NPS dashboards and drove continuous improvement initiatives.
• Participated in NABH and JCI audit readiness with clinical quality teams.
• Developed GRE (Guest Relationship Executive) program in collaboration with hospital administrators.
• Won 'Best Customer Experience' award for Oncology Care at FMRI.

• Led pharmacy operations and personalized patient engagement initiatives.

• Produced FDA-compliant content in coordination with global clinicians.

• Managed SAP and vendor operations.

• Delivered patient-centric services.

• Retail pharmacy trainee with focus on service quality.