VIPUL SINGH

LeadPro is an award-winning, top 10 global AI-based simulation company. LeadPro Simulations specializes in simulation-based training solutions for executive development across diverse industries.

• Pioneering growth-oriented training strategies to enhance client engagement and elevate training ROI.
• Leading simulation-driven executive programs focused on strategic decision-making, critical thinking, and leadership capabilities.

• Lead L&D for Samsung & Pinelabs front-end service teams
• Developing and maintaining relationships (Internal & external)
• Determining training approach & deliberating a roadmap
• Monitoring the development of SOPs, manuals & course design
• Calibration for product updates & performance analysis
• Monitoring on-the-job and technical classroom training.
• Measuring training success on predefined parameters
• Budgeting responsibilities
• Involvement in hiring and evaluating training personnel
• Managing a team of 40 Trainers and 1500+ employees

• Company Overview: Worked with NIIT Uniqua for Genpact
• Worked with NIIT Uniqua for Genpact from Jun'16 till Jan'17
• Helped employees of a B2C client (Synchrony Financial) achieve a 90% quality score
• Worked with RateGain for the Global Help Desk Project
• Monitored & Delivered classroom Training / OJT
• Helped improve NPS (Net Promoter Score) for the organization
• Worked with NIIT Uniqua for Genpact

• Client Relationship Management & meeting KRAs
• Creating, managing and analyzing performance data
• Handling OJT projects - DOLBY, Airtel, Microsoft, V Mart, Mattel Toys
• Conceptualizing & delivering new training/evaluation methodologies
• Drove a 100% C-SAT score for a B2C retail client (V-Mart)
• Client retention (Lenovo & Microsoft) Drove NPS from -14.2 to +27.8

• Calibrating with Operations Managers, Trainers & Quality leads
• Mentoring new trainers in process & communication
• Client calibrations for TNA & escalations
• Performance Management & meeting target KRAs
• Floating critical process updates to maintain compliance standards

• Training new joiners & team members in critical process updates
• Communication training to new hires and agents on the floor
• Using automated tools to deliver Exceptional Customer Service
• Handling call escalations - Call Takeover Specialist/ Floor Supervisor

• Communication training to new hires and agents on the floor
• Using automated tools for servicing clients overseas
• Handling the team as a Backup TL
• Handling call escalations - Call Takeover Specialist/ Floor Supervisor
• Conducting trainings on soft skills, voice & accent and process