Nazia Khan

Training needs & design

Conduct training needs analysis (TNA) by reviewing capability evaluations, employee surveys, performance data, and skills-gap assessments
Design training roadmaps and curricula tailored to specific employee cohorts (new hires, existing staff, managers, graduates)
Apply adult learning principles and instructional design methods across different formats — classroom, e-learning, blended, experiential

Content & material development

Develop training materials, presentations, and e-learning modules in-house
Coordinate with external subject matter experts or vendors when specialized content is needed
Maintain and update an LMS/LXP (learning management/experience platform) with current course content
Review and quality-check materials before rollout

Delivery

Conduct and facilitate training sessions directly — interactive, engaging, tailored to the audience
Deliver soft-skills training (communication, customer service, leadership, service excellence) as well as coordinate technical training where relevant
Schedule sessions, book venues/trainers, manage all training-day logistics

Evaluation & continuous improvement

Monitor training effectiveness through feedback, assessments, and performance tracking post-training
Provide recommendations to improve program design and delivery based on outcomes
Track ROI/impact metrics and report on training effectiveness to management
Stay current on industry trends, new training techniques, and best practices in L&D

Follow-up & reinforcement

Provide ongoing coaching support after formal training to ensure learning is applied on the job
Offer individualized development plans for employees needing extra focus
Maintain training records and ensure compliance with internal and industry standards

Training needs & design

Conduct training needs analysis (TNA) by reviewing capability evaluations, employee surveys, performance data, and skills-gap assessments
Design training roadmaps and curricula tailored to specific employee cohorts (new hires, existing staff, managers, graduates)
Apply adult learning principles and instructional design methods across different formats — classroom, e-learning, blended, experiential

Content & material development

Develop training materials, presentations, and e-learning modules in-house
Coordinate with external subject matter experts or vendors when specialized content is needed
Maintain and update an LMS/LXP (learning management/experience platform) with current course content
Review and quality-check materials before rollout

Delivery

Conduct and facilitate training sessions directly — interactive, engaging, tailored to the audience
Deliver soft-skills training (communication, customer service, leadership, service excellence) as well as coordinate technical training where relevant
Schedule sessions, book venues/trainers, manage all training-day logistics

Evaluation & continuous improvement

Monitor training effectiveness through feedback, assessments, and performance tracking post-training
Provide recommendations to improve program design and delivery based on outcomes
Track ROI/impact metrics and report on training effectiveness to management
Stay current on industry trends, new training techniques, and best practices in L&D

- Designed and facilitated NHT batches and refresher programs, tailoring content to
match individual and group competency levels.
- Led outsourcing training projects across Mumbai and Noida, standardizing
processes and learning outcomes across sites.
- Applied blended learning methodologies: group discussions, role plays, small
group exercises, and on-the-job observations.
- Developed Annual Training Plans and conducted skills-gap assessments; hosted
Train-the-Trainer sessions for internal SMEs.
- Supported sales enablement through consultative selling coaching and prospect
engagement training.

- Conducted quality audits across internal processes, identifying trends and
recommending corrective actions.
- Facilitated NHT quality sessions and OJT orientations; delivered refreshers to
reinforce process compliance.
- Provided floor support including handling and auditing escalation calls; performed
short-call analysis.
- Managed inbound customer interactions — resolving queries, upselling solutions,
and maintaining high satisfaction scores.