Training Manager

AAKASH PIPLANI

Training & Development Specialist (Training Head)

New - Delhi 91-880-***-**** *****.*******@*****.*** linkedin.com/in/aakash-piplani-a9292231

Summary

Visionary leader bringing over 15 years of experience in establishing operational optimization across diverse industries in both national and international operations. Recognized for talents in strategy development and providing corporate vision.

Diversified background in operations & leading corporate professional Trainings; Offer innovative training solutions with the expertise in BPO/IT/Healthcare/Automobile & Travel Expert in transforming strategic plans into tactical initiatives for international transitioning processes. Motivator and coach combining business acumen with analytical depth to align operational efficiencies with corporate goals.

Core Competencies

Global Operations - US/UK

Program Development

Project Management

New Business Development

Transition / Change Management

Continuous Improvement-Organisation/Individual performance to increase efficiency Content Development -Orientation (Soft Skills/Business Communication/ Business Etiquette

/Dinning/VNA/Corporate Trainings – Time Management-Front office-Team Building ( Managerial to Junior staff)/TNI based trainings for IT companies

Training & Development – experience in diverse Transition business settings, leading team of trainers, and spearheading enterprise initiatives. Proficient in communication/ soft skills & process related trainings (New Hire Training & Recurrent training)

Grew originally and played multiple roles

• Performance coach

• Voice and accent trainer

• Universal trainer

• Assistant manager communication and process

• Team manager(hiring)

• Training manager

2014 - Present

Professional Experience

FLT Solutions - Co Founder

Training & Corporate Head

Turned entrepreneurial vision into reality by building an innovative business focused on Business and Training development.

Sales and Marketing

Personality Development

Customer Centricity

Voice and Accent

English, Vocabulary, Grammar, Business Communication – Verbal as well as email writing, documents. Business Etiquette Development and Campus to Corporate transition

https://www.visualcv.com/17yqgl7s88hjw6g8ui6t1

Audi - Delhi South

2011 - 2014

Business Leadership - Excelling as a Manager or Team Leader Motivation Training - Motivating the Workforce as well as students Behavioural Skills/Stress Management Negotiating for Results and Persuasion Skills-Performance Management - Managing Employee Performance Soft Skills for Professionals-Communication Skills/ Body Language.

High Impact Presentation Skills and Conflict Management. Team Building - Developing High Performance Teams.

Time Management and Resource Management/People Management. Train the Trainer Workshops and Campus to Corporate Module. Interpersonal Skills and Public Speaking.

Career Counseling and Mentoring (One on one Counselling). Project Management and Continuous Improvement. Effective Decision Making. Group Discussion and Interview Skills.

MS Office-Excel, Word, PowerPoint, MS-Outlook. Effective Resume Writing. Training Projects:

AIG Pvt Business Solutions ( Health Care)

Shephartz Technologies

Accorplus - Travel

Kanika Investments

Audi - Delhi South

Manager - Learning & Development

Coach and mentor training team for delivery effectiveness and efficiency. Conduct training needs analysis and roll out training calendars across different line of businesses

• Coordinating Trainings for Sales Consultants at Audi India Levels

• Imparting Trainings on Kick Start Sales Modules (Audi Sales Process & Sales Psychology)

• Performance Reviews with the Team Managers (Operations)

• Soft Skills and Communication related trainings

• End to End Mystery shopping results – Improvement Plans

• Certified on all Basic Mandatory modules by Audi India

• Certified on Launch Trainings – A3

• Maintaining Trainings scores (Quarterly by Audi India)

• New Hire Trainings – Publishing Quarterly calendars for Internal Training

• WBT Trainings – ensuring 100% coverage of the employees

• Action Plan and Improvement Plan on Mystery shopping done by Audi India

• End to End handling of the CSR scores for After sales and Sales Genpact - Uniqua ( NIIT)

CAC Manager American Greetings - Floor Operations

Responsible for end to end Training framework in the domain of New hire Training, Cross Training, Change Management Training & Employee Development activities. Coach and mentor training team, for delivery effectiveness and efficiency. Conduct training needs analysis and roll out training calendars across different line of businesses

• Team Handling-Direct Reporting of Assessors.

• Weekly and Monthly Reviews with the Stakeholders and Managers

• Work closely with the Quality and Client to Track daily performance

• Client Certifications on Trainings and Trainers

• Trainers Certification on the content

https://www.visualcv.com/17yqgl7s88hjw6g8ui6t1

2010 - 2011

2009 - 2011

2008 - 2009

2005 - 2008

• Set Targets for the trainers on Audit and feedback

• Leading the weekly business Gauge sessions with businesses

• Weekly and Monthly Dashboards (Performance Report Out)

• End to end process handling

IBM Daksh

Asst. Manager VAS

Collaborate with line managers (operations) to identify training needs for communication training across different line of business. Recommend solutions for performance issues and potential areas of training. Content design and delivery. Prepared and conducted PowerPoint presentations to facilitate training programs and enhance learning engagement. Recommending changes to the existing training program to make it more effective.

• Team Handling-Direct Reporting of Trainers.

• Citi Process communication and Language Skills

• Client Certifications on Trainings and Trainers

• RTR on weekly basis.

• Trainers Certification on the content

• Set Targets for the trainers on Audit and feedback

• Weekly and Monthly Reviews with the Stakeholders and Managers

• Introducing new projects to improve the process quality

• Attrition and process Management

• Work closely with the Quality and Client to Track daily performance

• Team building and Motivational Activities

WCH - 2009

Sr. Trainer ( Culture & Communication US-UK)

Responsible for end to end Training framework in the domain of New hire Training, Cross Training, Change Management Training & Employee Development activities. Coach and mentor training team for delivery effectiveness and efficiency.

• Worked with the organizations such as HCL, Wipro, Convergys

• Conducted Culture and Communication Trainings (NHT Batches)

• Quality Audits and Feedback (Floor Support)

• Quality Check on Team Performance

• Motivating the team members and implementing “Best Practices”

• Regular module review & feedback

• Worked with the Recruitments Team that involved voice assessments

• T3 Trainers on Clients content

Metlife GOSC

Universal Trainer

Single-handedly shouldered the responsibility for Compliance Certification every six months for the entire organization. Successfully commenced Projects on Agent Profiling in Communication Skills.

Develop training plans on the basis of needs identified and implement these plans Handle day-to-day batch management, liaison with allied departments. Handle queries/escalations from trainees.

• Trained people on Language and basics of insurance

• Training- Accent based knowledge as per process requirement

• Floor Support – Handled processes on communication

• Set Targets to achieve C-Sat scores/Calibrations and certifications of new Trainers Wipro BPO

Culture & CommunicationTrainer

https://www.visualcv.com/17yqgl7s88hjw6g8ui6t1

2003 - 2004

Joined as an Associate for the AOL process

• Promoted as Performance Coach (Talent Transformation).Cleared The IJP moved to training department as Communication Trainer.

• Training voice coaches for respective processes (US, UK voice & accent)

• On the job training of voice resources to meet deliverables on the floor

• Constant interaction with the client to prepare modules & session plans as & when required along with follow up of updates from both training & operations

• Profiling the hired resources

• Skill Transfer - Class room training & on floor

• Managing team of voice coaches & trainers

• Calibration with the training team following Gage R & R

• Soft Skills Training (communication skills)

CCO - Business Representative

Convergys - Vertex BPO

Exposure to inbound customer service, and early stage collection calls

• Conducted Quality calibrations with the Client

• Quality Audits and Feedback

• Undertook Escalation Calls

• Mentoring new associates as well as those in team

• Maintaining team performance and exceeding set targets 2000 - 2003

2000 - 1998

1997 - 1998

Education

Bachelor in Humanities

DAV College - Panjab University Chandigarh

Sr. Secondary

CBSE Board - Chandiagrh

Secondary

Chandiagrh

Education and Certifications

Train The Trainer Certification - Wipro/Metlife GOSC/Genpact/Convergys & IBM Hero Mind Mine - CCE Training

References:

Shivaani Aggarwal - +91-997*******

Talent Leader - NLP Practioner

*******************@*****.***

Candy Renthlei - +91-999**-*****

Genpact PMP - AVP

*****.********@*******.***

https://www.visualcv.com/17yqgl7s88hjw6g8ui6t1

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