Sunil Nagdev
Training and Development
Mumbai
Summary
Dynamic training professional with a proven track record at TATA AIA Life Insurance Company, excelling in coaching and data analysis. Expert in designing impactful learning solutions that enhance customer satisfaction and drive performance. Adept at fostering collaboration and delivering strategic insights to align training initiatives with business goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager
TATA AIA Life Insurance Company
Mumbai
05.2022 - 09.2025
- Executed end-to-end training management, from conducting classroom sessions to managing all workflow, logistics, and material tracking.
- Managed and tracked batch quality and performance, using data to inform content customization and reporting.
- Cultivated strong client relationships by translating learning analytics and insights into practical and effective learning solutions.
- Strengthened relationship-management strategy by aligning business priorities with targeted performance support and capability-building initiatives.
- Conducted regular stakeholder meetings and check-ins with business and talent teams to gather requirements, communicate critical updates, and deliver strategic learning solutions.
- Acted as a learning-design subject-matter expert, advising leadership on instructional strategies, addressing learning inquiries, and shaping solutions aligned to business goals.
Sr. Instructor
Accenture Solution Pvt Ltd
Mumbai
02.2019 - 05.2022
- Directed end-to-end instructional design processes, coordinating with SMEs and cross-functional partners to deliver learner-focused solutions; applied authoring tools and templates to produce structured, consistent learning assets.
- Collaborated with quality and operation teams for process improvement.
- Developed diverse learning product types—application simulations, instructor-led and virtual instructor-led training, web-based training (WBTs) and client job aids, to support varied learning needs and performance goals.
Lead Trainer
Sutherland Global Services
Mumbai
09.2013 - 12.2018
- Independently spearheaded the management of the New Hire Orientation program for all incoming team members.
- Provided end-to-end training for new hire batches.
- Conducted diverse training programs, encompassing Product Training, Behavioural Training, and sessions for New Hires, Stakeholders, and Clients.
- Developed Standard Operating Procedures (SOPs) and checklists for monthly training activities, stakeholder connects, and interventions.
Customer Service Representative
Wipro Pvt Ltd
Mumbai
08.2011 - 01.2013
- Effectively engage with customers to address inquiries, resolve issues, and provide timely solutions.
- Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution.
- Utilize CRM systems {CRM Tool} and other tools to record and manage customer interactions and relevant information.
Education
Post-Graduation - Instructional Design
Symbiosis
Pune01.2023
Bachelor’s degree - commerce
Mumbai University
Mumbai University 01.2013
Basic Networking Technologies - Computer Networking
Aptech Institute
ThaneSkills
- Coaching and training
- Effective communication
- Customer interaction
- Service desk practices
- Process documentation
- E-learning development
- Data analysis and reporting
- Customer satisfaction analysis
- Training program design and evaluation
- Collaboration and feedback incorporation
- Presentation skills
- Subject matter expertise
Certification
- Digital Marketing from Google Garage
- Generative AI with GPT for Training and Development
- Methods of AGILE Instructional Design
Career Chronology
- TATA AIA Life Insurance Company, Mumbai, Maharashtra, Assistant Manager, Conducting Training & Content Development, 05/22, 09/25
- Accenture Solution Pvt Ltd, Mumbai, Maharashtra, Sr. Instructor, Conducting Training & Content Development, 02/19, 05/22
- Sutherland Global Services, Mumbai, Maharashtra, Lead Trainer, Training Department, 09/13, 12/18
- Wipro Pvt Ltd, Mumbai, Maharashtra, CSR, Call Centre Representative, 08/11, 01/13
Area Of Expertise
- Provide coaching and guidance on effective communication, customer interaction, and service desk best practices to enhance agent performance.
- Develop, update, and maintain training manuals, process documents, e-learning content, and course materials.
- Perform data analysis and reporting to identify issue patterns and agent performance trends.
- Review Customer Satisfaction (CSAT) results and implement improvements in training programs.
- Design and deliver high-quality training plans and conduct training sessions.
- Continuously update and integrate training plans based on new services, tools, and process changes.
- Collaborate with the Quality Analyst team to incorporate feedback into ongoing and future training initiatives.
- Evaluate training program effectiveness and implement improvements for enhanced learning outcomes.
- Compile and present weekly/monthly training reports and insights to senior management.
- Work closely with Subject Matter Experts (SMEs) to stay updated on changes in technology, tools, and processes.
- Develop and deliver people-manager capability programs aligned to organizational goals.
Timeline
Assistant Manager
TATA AIA Life Insurance Company
05.2022 - 09.2025
Sr. Instructor
Accenture Solution Pvt Ltd
02.2019 - 05.2022
Lead Trainer
Sutherland Global Services
09.2013 - 12.2018
Customer Service Representative
Wipro Pvt Ltd
08.2011 - 01.2013
Post-Graduation - Instructional Design
Symbiosis
Bachelor’s degree - commerce
Mumbai University
Basic Networking Technologies - Computer Networking
Aptech Institute