Wasi Siddiqui
Bandra West
Summary
Dynamic and growth-oriented Assistant Training Manager with 13 years of progressive experience in customer service, sales, and training functions. Proven track record of growing from an entry-level agent to a leadership role through performance, people management, and a passion for learning and development. Known for designing impactful training programs, coaching high-performing teams, and aligning training outcomes with business goals. A passionate mentor and leader, committed to fostering a culture of continuous learning and professional growth.
Overview
20
20
years of professional experience
Work History
Assistant Manager (Training & Development)
People Interactive India Pvt Ltd (Shaadi.com)
10.2021 - Current
- Led the end-to-end design, delivery, and evaluation of training initiatives across multiple business verticals, supporting organizational growth and capability building.
- Lead a team of trainers and process specialists to identify skills gaps, standardize workflows, and implement targeted learning interventions, driving a 20% reduction in process errors and enhanced service consistency.
- Collaborate with senior leadership to optimize onboarding and upskilling programs, reducing new-hire ramp-up time by 25% through blended learning strategies.
- Analyzed training effectiveness and process metrics, leveraging data-driven insights to streamline workflows, and raise compliance audit scores from 60% to 85%.
- Championed the adoption of new LMS tools and digitized 60% of training content, enabling faster deployment and remote accessibility.
Senior Training Specialist (Sr. Team Leader)
People Interactive India Pvt Ltd (Shaadi.com)
10.2017 - 09.2021
- Delivered high-impact classroom and virtual training programs for new hires and existing employees, increasing training effectiveness scores by 22%.
- Supervised and mentored a team of trainers, resulting in a consistent 95%+ post-training satisfaction rate across programs.
- Partnered with department heads to design bespoke learning plans that improved customer satisfaction (CSAT) scores by 12%.
- Implemented continuous improvement initiatives based on feedback analytics, cutting repeat training needs by 15%.
- Recognized for leading 'Train-the-Trainer' workshops during a critical business migration, ensuring zero disruption to client deliverables.
Process Trainer (Team Leader)
People Interactive India Pvt Ltd (Shaadi.com)
05.2014 - 09.2017
- Designed and facilitated process and soft skills training for diverse teams (CRM, Select Service, VIP Service), driving measurable improvements in operational quality and customer experience.
- Managed the complete training lifecycle, from needs assessment and curriculum development to delivery and post-training evaluation.
- Supported team leads in floor coaching, process audits, and knowledge management initiatives to ensure best-in-class service delivery.
- Developed interactive training materials and e-learning modules, increasing agent engagement and retention.
- Consistently achieved high trainee satisfaction and elevated service performance across key accounts.
Team Coach
People Interactive India Pvt Ltd (Shaadi.com)
05.2013 - 04.2014
- Provided hands-on coaching and performance mentoring to frontline agents, focusing on skill development, product knowledge, and quality assurance.
- Conducted regular performance reviews, tracked key metrics, and delivered actionable feedback to improve individual and team results.
- Acted as the first escalation point for complex queries, supporting agents in achieving resolution and customer satisfaction targets.
- Collaborated with trainers and process owners to update training content and share operational insights.
Relationship Manager
People Interactive India Pvt Ltd (Shaadi.com)
06.2012 - 04.2013
- Managed relationships with high-value clients, acting as a trusted point of contact and advisor for their service needs.
- Achieved high customer satisfaction scores and a service quality score of 90%
Data Operator (Executive)
Sea Star Marine Engineering Corp
05.2005 - 04.2006
- Maintained accurate and up-to-date records by adding new documents, correcting data entry errors, and updating client information.
- Scanned, uploaded, and organized documents in the database to ensure easy access to essential information.
Education
Bachelor of Commerce - Accounting And Business Management
Himalayan University
Itanagar01.2017
Higher Secondary School Certificate (HSC) - Commerce
International Indian School
Ar-Riyadh, Saudi Arabia04.2004
Secondary School Certificate (SSC) - General Studies
International Indian School
Ar-Riyadh, Saudi Arabia04.2002
Skills
- Training needs analysis
- Classroom and virtual training delivery
- Instructional design
- Team leadership and coaching
- Performance management
- Stakeholder management
- Learning Management Systems (LMS)
- Process improvement
- Quality and compliance
- Generative AI
Accomplishments
- Led the development and launch of a dynamic e-learning platform for sales and service teams, creating engaging video-based training using advanced tools like Storyline 360
- Transitioning from classroom to online training reduced attrition by 17%, and boosted floor renewals to 31%
- Drove quality scores from 62% to 84%, increased video call product presentations from 7% to 44%, and improved CSAT from 55% to 80%
- Successfully lowered bottom-quartile performance from 27% to 9% through targeted interventions
- Delivered process enhancements, product improvements, and system automation initiatives that elevated efficiency and customer experience
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Assistant Manager (Training & Development)
People Interactive India Pvt Ltd (Shaadi.com)
10.2021 - Current
Senior Training Specialist (Sr. Team Leader)
People Interactive India Pvt Ltd (Shaadi.com)
10.2017 - 09.2021
Process Trainer (Team Leader)
People Interactive India Pvt Ltd (Shaadi.com)
05.2014 - 09.2017
Team Coach
People Interactive India Pvt Ltd (Shaadi.com)
05.2013 - 04.2014
Relationship Manager
People Interactive India Pvt Ltd (Shaadi.com)
06.2012 - 04.2013
Data Operator (Executive)
Sea Star Marine Engineering Corp
05.2005 - 04.2006
Bachelor of Commerce - Accounting And Business Management
Himalayan University
Higher Secondary School Certificate (HSC) - Commerce
International Indian School
Secondary School Certificate (SSC) - General Studies
International Indian School
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