A Learning and Development professional with over 18 years of experience including customer service, HR shared services and compensation & benefits. Strong with client connects and facilitation skills in behavioral based, competency based and Sales training using Adult learning principles.
Strategic Planning:
Developed and implemented a comprehensive L&D strategy aligned with the company's overall business objectives,
Conducted thorough needs assessments to identify skill gaps, knowledge deficiencies, and training opportunities at both individual and organizational levels.
Created a culture of continuous learning and development that fosters a growth mindset, encourages innovation, and supports employee engagement.
Program Design and Delivery:
Designed, developed, and delivered a diverse range of L&D programs, including onboarding, leadership development, technical training, soft skills training, and specialized programs tailored to specific roles or departments.
Utilized a variety of learning methodologies, such as classroom training, e-learning, case studies and coaching to cater to different learning styles and preferences.
Measured the effectiveness of L&D programs using appropriate metrics and evaluation methods and made necessary adjustments to improve outcomes.
Conducted POSH Awareness session on need basis.
Performance Management:
Supported the performance management process by providing training and development opportunities that align with employees' performance goals and career aspirations.
Developed and implemented performance metrics to measure the impact of L&D initiatives on individual performance, team effectiveness, and organizational outcomes.
Talent Development:
Identified and developed high-potential employees through targeted training and development programs, including mentorship and coaching.
Fostered a culture of talent management and succession planning.
Created a pipeline of qualified candidates for critical roles
Vendor Management:
Managed relationships with external L&D vendors and providers, ensured that they met quality standards, delivered value, and aligned with the organization's goals.
Negotiated contracts, managed budgets, and monitored performance to optimize vendor relationships and minimize costs.
Achievements:
Successfully implemented leadership development programs, to foster high-potential talent identification.
Led a company-wide initiative to enhance employee engagement, to improve employee satisfaction scores.
Optimized the learning management system to improve user experience and drive a learning culture.
Training
Responsibilities:
Knowledge Management:
Responsible for updating knowledge manage portal for Ola Electric contact center.
Responsibilities:
Act as a focal point for updates & process communications
Team Management & Planning:
Quality:
Responsibilities:
Knowledge Management Specialist:
Responsible for the updating knowledge manage portal for Ola international contact center.
Responsibilities:
Act as a focal point for updates & process communications
Training Specialist:
Responsibilities:
· First Pass Accuracy for New Hire Training batches
· Training Throughput for New Hire Batches
· Refresher Training Efficacy
· Hiring customer support executives for Vendor locations basis the job description and competencies
· Hiring Dip check on Vendors
· Conduct TTTs for new trainers hired at vendor locations
Ola Drive:
· Responsible for content creation basis design built by product
· Hiring customer support executives for Ola drive basis the job description and competencies
· Conducted 3 batches of training with a 100% through put for both the batches
· Responsible for creation of knowledge management articles for Ola drive process
Soft Skills And Customer Service
Six Sigma Greenbelt
POSH