Learning and OD Lead
Reliance Communications Limited
Total years of experience :25 years, 5 Months
Interact and drive training needs of employees and show career progression with defining roles
and criteria’s in identifying relevant courses which needs to be provided to improve their productivity. Roll out
training calendar periodically. Take feedback on employee’s grievances and concerns for corrective actions.
Defining a Vision, Mission & Strategy for the organization, engaging all stakeholders for
Aligning employees towards the Objectives of the Organization and Get everyone involved in mission
critical processes reward and recognize desired behaviors.
Additional Contribution: Engage in employee engagement activities to ensure work life balance and
Motivate employee work force by Organizing events and drive employee motivation.
Conceptualization of Process Concepts for the Organization. Training Need Analysis & Training on products and process to improve and measure Customer Service Delivery. Re-engineering of processes and its calibration
Process Excellence: Identify areas of improvement through Monthly Reviews and Audit in Customer Service Delivery. Improvement of processes through process calibration and projects Measurement of processes through service parameters.
Created Value addition with various data analysis to provide valuable decision making information. Management of customer complaints and ensuring the benchmark level is sustained.
Have been an active member at PAN India Level in creating SOP’s for Customer Service Delivery and Standardize the process for Customer Service Delivery and Retail Outlets for retail market distribution and channel operations
and support the Organization to take corrective measures.
Head of Training (AP and Karnataka): Plan, develop and implement strategy for training & HR functions recruitment policies, quality procedures, discipline, grievance, counseling, contracts, training and development. Range of business tasks.
Achievements: Establish focus on excellent customer service experience through training and development. Designing dimensions of Organizational Developments.
Span of Control: 8 Assistant Managers in Learning & Development. Timely reviews of training programs scheduled and tracking the feedback of Sessions conducted.
Assist Head of Training to measure and monitor training effectiveness. Maintain
Training records of internal trainers’ database, Create and manage training calendar
Responsibilities: Leadership and Management Development Programme, Coaching for Better Performance, HR Equal Opportunity Employer Module, Performance Development Programme, Performance Appraisal Programme, Emotional Intelligence, Team building, Motivation. Train The Trainer Migration Programme.
Establish focus on excellent customer service experience through training and development. Designing dimensions of Organizational Developments.
Responsibilities: Manage the Regional call center’s end to end training in product and processes, which Comprises of telecom product, CRM process, communication & skills development. Undertake training need analysis by monitoring calls from time to time to add to the companies’ Bottom line. Design and develop training modules.
Audit: Carried out a project for guidelines for Filing Tariff with Telecom Regulatory Authority of India.
Systems training on Migration from Siemens to Ericsson in Intelligent Network (IN) in Customer Service.
Launch Readiness work shop for a new circles (West Bengal, Orissa, Bihar and
North Eastern States of Assam Telecom Circles, implementing process, Pre Launch
And Post Launch Workshop in terms of Training and Handholding till launch phase
And post launch driven to achieve all targets by standard operating procedures
Responsibilities: Manage the Regional call center’s end to end training in product and processes, which Comprises of telecom product, CRM process, communication & skills development. Undertake training need analysis by monitoring calls from time to time to add to the companies’ Bottom line. Design and develop training modules.
Responsibilities: Subject Matter Expert in GE Capital Auto Financial Services. And assist customers with the Auto Lease Account and Product Management and terminating lease agreement.
Subject Matter Expert (Process Developer) for GE Capital IT Solutions and Assist customer with the IT Product Management and Returns Product Management, training new employees on product and processes.
Responsibilities: Handling Front Office tasks involving Reservations, Ticketing, and Constructing of Fares for International Itinerary. Handling Mishandled baggage, Claims settlements and other Travel Related Services.
1. Implemented E-Learning under the leadership of central E-Learning team 2. Implemented Web based Training Need Analysis for capturing and publishing Business wise and role wise functional and behavioral training requirements as a custodian of managing largest circle PAN India. 3. Appreciation from HUB HR UP Reliance Communication for successfully implementing the best practices in Telecom for Customer Satisfaction. 4. Certificate of recognition for immense contribution in acquiring first 25000 satisfied customers and Letter of 5. Appreciation for successfully contributing towards launch of Uninor brand in Tamilnadu by HUB EVP. 6. Appreciation from AVP L & D for creating Trainer Activity Form for capturing L & D Activities and training man-hours, supporting MIS – HSBC 7. Appreciation for outstanding contribution on launch of 23 telecom circles in their final leg of PAN India presence by Chief Service Delivery Officer – Mobility – Bharti Airtel. 8. Appreciation for developing Automated Easy Recharge Calculator by CSD Head Kolkata – Bharti Airtel. 9. Appreciation for launch of Eastern region of WB, Orissa, and Bihar & Jharkhand in setting up customer Service centre, enabling the frontlines to deliver services as per customer standards by Chief HR Officer – Bharti Airtel. 10. Appreciation of unwavering support and cooperation for launching Customer Service centre by Chief Operating Officer Orissa – Bharti Airtel. 11. Recognition Team Extra Miler Award for exemplary performance and demonstration of Values at workplace twice in a row – GE Capital. 12. Certificate of Recognition Star of the Month April 2000 Award for exemplary performance and demonstration of Values at workplace for driving Telecom Tour across all AFS process– GE Capital.