• Conducted Executive Coaching for the CEO of an emerging company that has enabled them to take the organization to new heights


• Conducted Executive Coaching for middle managers in Cognizant Technology Solutions. This has had a significant impact on their interactions with global customers.


• Conducted Leadership training for the senior management team of Unicel Technologies (Bangalore)


• Conducted Leadership training interventions for middle managers with Cognizant Technology Solutions (Chennai) and Integra Software Services (Pondicherry) focusing on areas like Coaching and Mentoring, Team Management, Change Management and Team Communication


• Conducted successful ‘Train-the-Trainer’ and Presentation skills programs for clients like HP Printers (Delhi), Cognizant Technology Solutions (Chennai) and Nissan (Chennai)


• Conducted outbound training programs in the areas of Leadership and Team-work


• Trained senior, middle and frontline management level on topics such as  Communication Skills, Customer Service, Client Interfacing Skills, Business Etiquette, E-mail Etiquette, Telephone Etiquette, Problem Solving & Decision Making, Conflict Resolution and the Art of Assertiveness for clients such as Caterpillar (Chennai and Bangalore), Scope International (Chennai), Standard Chartered Bank (Mumbai), RR Donnelly (Chennai), Temenos (China) and Sacombank (Vietnam)

• Completed Master’s Degree in Business Administration (MBA) in 2006 from Lancaster University Management School, UK (currently rated 4th in the UK and 29th in the world by the Financial Times)
  • Electives: Leadership, Effectiveness of Training and Development and Corporate Social Responsibility
  • Project: Business Strategy for Advance Performance, Training Consultancy, Preston, UK
  • Conducted a ‘Presentation Skills’ training program for MBA colleagues from various parts of the world

• Worked as a Training Consultant with MSB, a customer service consultancy located in Berkshire, United Kingdom
  • Worked with the team on customer service projects for clients in and around London
  • Worked as part of the team that conducted the needs analysis phase for a business consulting project
    
    
• Worked as the Assistant Manager and as a Soft Skill Trainer in the Training Department at Allsec Technologies Ltd.
  • Managed a team of 10 trainers who conducted soft skills training
  • Facilitated soft skills training sessions and trained over 1500 participants over a four year period
  • Managing the training calendar, scheduling and logistics of training
  • Mentoring and developing trainers

• Management of all aspects of the Training Cycle including –
  o Identification of training needs
  o Design and development of training programs
  o Implementation of training programs
  o Giving and receiving feedback
  o Training assessment
  o Post-training follow-up and Refresher Training
  o Train-the-Trainer programs
• New Business Development for MMM Training Solutions
• Customer Relationship Management for a diverse range of clients from various industries such as BPO, IT, ITES, FMCG, Manufacturing and Banking

Apr 2005 - Aug 2005: Assistant Manager – Training

• Managed the Soft Skills & Accent Training Team (comprising eight trainers including review of their performance and individual feedback)
• Administration of the Training Department including MIS reports and interaction with the management
• Conducted training needs analysis based on information and feedback received from stakeholders in the training programme (trainees, trainers, management, clients and other departments)
• Administration and review of the training programme including day-to-day running of the programme in accordance with schedules and change management based on needs analysis
• Recruited and mentored new Trainers including performance review and feedback on a regular basis and contributed to organising a Train-the-Trainer programme for the Training Team.

Consultancy Background (2006):

• Worked for MSB Consultancy Ltd. (Ascot, Berkshire, UK) as a training consultant on customer service projects for a home repairs organisation and a banking service provider
• Worked on a 2 month project (as part of the MBA degree) that required our team to assess the marketing environment and facilitate the development of marketing and growth strategies for Advance Performance - a training organisation located in Preston, Lancashire, UK

Feb 2002 - Aug 2005: Allsec Technologies Ltd., India

Company Profile
Allsec Technologies Limited is an ISO 9001:2000, 3rd party outsourced multimedia contact centre. It caters for international customers by providing BPO services and delivering 24/7 inbound and outbound solutions through state-of-the-art infrastructure and a well-trained, highly efficient workforce.

Career Progression
Joined as a Customer Support Officer and was promoted within 6 months to the Projects (Transitions) Department. Found my passion for training here and moved to the Training Department. Promoted to the role of Senior Officer and then to Assistant Manager of the Training Department.

Dec 2002 - Mar 2005: Senior Officer – Training

• Trained over a thousand new recruits on soft skills covering topics such as communication, team-work, conflict resolution, telephone etiquette, dealing with customers, corporate etiquette, accents and cultural orientation - American & British
• Conducted training research and development covering areas such as American and British culture, American dialects, call centre communication and the BPO industry
• Designed evaluations and appraisal systems for trainees which continue to be used by the company
• Delivered guest lectures at various colleges on the topic of ‘The BPO industry in India’ and the opportunities available in the sector
• Made presentations to prospective clients (American & British) on 'The Role and Importance of Training in the Organisation'
• Attended two train-the-trainer programmes conducted for our organisation by training consultants
• In-charge of the Training Department's compliance to ISO 9001: 2000 quality standards from 2003 to 2004 enabling instances of non-conformance to be reduced to zero

Aug 2002 - Dec 2002: Officer – Projects

• Process transitioning and implementation
• Client interaction
• Inter-Departmental coordination
• Agent training

Feb 2002 - Aug 2002: Customer Support Officer

• Customer service and follow-up
• Outbound telemarketing
• Market research
• Database management

Other Information

• As part of the MBA, chose electives that focussed on Training and Development, Leadership and Change Management
• Wrote a dissertation (as part of the MBA degree) which looked at how training organisations in the UK approached sustaining the effects of their training and development programmes
• Ex-President – Accents Inc., a club that focuses on American and British accents and their various dialects, a part of Allsec Technologies Ltd.