Yash Kumar
Trainer Learning & Development (L&D)
New Delhi
Summary
Results-driven Learning & Development professional with experience in managing training operations across multi-specialty hospitals and 55+ IVF centers PAN India. Expertise in onboarding, process training, soft skills, sales capability enhancement, quality improvement, stakeholder management, and performance-driven learning interventions. Skilled in Training Need Analysis (TNA), MIS reporting, training content development, and operational excellence initiatives focused on improving patient satisfaction and business performance.
Overview
5
5
years of professional experience
Work History
Trainer - Learning & Development (L&D)
CK Birla Healthcare Pvt. Ltd.
11.2021 - Current
- Leading end-to-end Learning & Development initiatives for multi-location healthcare operations, managing training functions across CK Birla Multispecialty Hospital call center units and 55+ Birla Fertility & IVF centers across India.
- Driving capability development programs for cross-functional teams including Call Center Advisors, Counselors, GREs, Operations Managers, and Housekeeping staff to enhance operational excellence and patient experience.
- Designing and delivering impactful induction, onboarding, process, behavioral, sales, and soft skills training programs aligned with business goals and patient satisfaction metrics.
- Conducting Training Need Analysis (TNA) through quality audits, performance reviews, and stakeholder feedback to identify skill gaps and implement targeted learning interventions.
- Leading weekly and monthly refresher training sessions based on quality audit findings to improve conversion rates, patient handling, communication effectiveness, and service quality.
- Spearheading knowledge enhancement initiatives through creation of training modules, SOP-based learning materials, knowledge nuggets, and assessment-driven learning campaigns.
- Managing end-to-end New Hire Training lifecycle including onboarding, classroom training, OJT coordination, performance tracking, and certification readiness.
- Collaborating with Operations, Quality, and Admin stakeholders to ensure seamless execution of training calendars, OJT schedules, and employee development initiatives.
- Monitoring training effectiveness through PKT assessments, WhatsApp-based knowledge polls, feedback analysis, and post-training performance evaluations.
- Developing and maintaining monthly MIS reports, training dashboards, attendance trackers, and performance analytics for leadership review and decision-making.
- Driving continuous improvement initiatives focused on enhancing patient satisfaction scores, operational efficiency, customer engagement, and sales conversion performance.
- Facilitating compliance-driven training and process adherence by ensuring consistent communication of SOP updates, process changes, and service quality standards.
- Leading employee engagement and continuous learning culture through structured refresher programs, coaching interventions, and performance-focused development plans.
- Supporting organizational growth by creating scalable learning solutions for geographically distributed teams across healthcare and fertility operations.
Senior Customer Service Specialist
FERNS N PETALS PVT LTD
01.2021 - 11.2021
- Managed customer interactions across multiple support channels, including sales, email support, and chat support, as per business requirements.
- Handled end-to-end customer queries, complaints, and order-related concerns, while ensuring timely resolution and customer satisfaction.
- Provided email-based customer support by addressing product, delivery, payment, and order status inquiries efficiently.
- Worked in the sales support process by assisting customers with product selection, order placement, and service-related information.
- Collaborated with internal teams and business partners to resolve operational and delivery-related issues.
- Supported business partners through the chat process by troubleshooting delivery concerns and ensuring smooth order fulfillment.
- Maintained high standards of communication, professionalism, and service quality while handling customer escalations.
- Adapted quickly to different processes and operational requirements based on business needs.
- Ensured accurate documentation and follow-up of customer and partner concerns within the system.
- Contributed to improving customer experience by providing prompt and effective resolutions.
Education
Bachelor of Science - Botany
Shri Raghuveer Singh Yadav Mahavidyalaya
Kasganj, India 04.2001 -
Skills
Learning and development expertise
Handled training operations for 55 centers
Training Need Analysis (TNA)
Induction & Onboarding
Behavioral Training
Soft Skills Training
Sales & Conversion Training
Stakeholder Management
Performance Improvement
Healthcare Operations Training
Patient Experience Management
Quality Improvement
MIS Reporting
Training Effectiveness Evaluation
Team Coordination
Content Development
SOP Training
MS Excel
Presentation Skills
Operational Excellence
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Trainer - Learning & Development (L&D)
CK Birla Healthcare Pvt. Ltd.
11.2021 - Current
Senior Customer Service Specialist
FERNS N PETALS PVT LTD
01.2021 - 11.2021
Bachelor of Science - Botany
Shri Raghuveer Singh Yadav Mahavidyalaya
04.2001 -