Assistant Learning and Development Manager
Logistics Company
مجموع سنوات الخبرة :17 years, 10 أشهر
Currently performing the role of an Acting Regional Training Manger, managing a team of trainers, based in UAE, KSA, Egypt and Jordan and travelling frequently for new training initiatives, monitoring and support.
Conduct regular TNA by working with the HR Business Partner/Heads of Operations / Regional Managers and Clients to identify the training requirements tailored to the business needs and plan a relevant and cost-effective training solution companywide.
Planning and managing the yearly training budgets and maintain training information on the database for training, reporting and record maintenance.
Conduct personal career development plan for employees.
Tracked and measured the success of training programs, generating meaningful reports, insights and share recommendations to internal stakeholders and senior leadership.
Coordinated and analysed training solutions.
Designed modules for in house and external trainings, developed and administered training to affected departments on topics such as; Human Resources, Customer Service, Leadership, Administration and Secretarial Skills, Business Writing, Presentation Skills, etc.
Trained individuals on how to source screen and recruit using the internal database.
Supervised and monitored progress made via training programmes.
Created a compelling solution framework which included positive results in employee skill set.
Worked closely with account teams in prospecting new/increased opportunities and engagements.
Performed needs assessments and implemented performance improvement tools.
Based on feedback, developed/implemented strategies to ensure knowledge acquired translated to knowledge applied/practiced resulting in a positive impact to the 'bottom line'.
Conducted research on training topics to increase my understanding and add more value to the content.
Joined Wipro as a Senior Associate and was elected by the management to perform the role of a Subject Matter Expert.
Trained existing employees to communicate effectively on calls, imparting product knowledge with soft skills.
Key responsibilities were to supervise the arrangement and collection of packages from office or residential addresses, track customers packages in transit, providing quotations to customers to arrange a collection from one country to another.
Effectively handled supervisory calls/escalations.
Investigated package lost and misplaced in transit for the team.
Provided feedback to agents and dealers
Assisted agents in On Job Training and on the production floor to service customers in a timely and efficient manner.
Promoted as a Communication Trainer in Wipro Ltd.
Conducted training for new hire batches at the entry level profiles in the organization. Trained on topics such as Grammar, Customer Service, Sound Foundation, Telephone Etiquette and Culture (Australia, UK and US).
Conducted Training Need Analysis to identify training needs as per Clientele.
Coordinated and ensured the availability of training requisites for the sessions.
Compiled daily reports, pre-training, in-training and post training reports.
Conducted floor walks, call barging to identify the training needs on the production floor in order to provided effective training to improve quality scores across the floor.
Conducted regular feedback sessions to help the participants improve.
Initiated several projects for the betterment of the client base subject to technical assistance.
Serviced Citibank customers in North America.
Understanding customer needs and providing excellence in customer service to build long term relationships.
Worked effectively, balancing between task and people management.
Flexible and an effective Team Coach.
Initiated and prepared several presentations for teams across.
Feedback, calibration, coaching, mentoring.
Handled Irate customers (supervisory)
• Bachelor of Commerce -Graduated through Mumbai University in India (2005)