Training Customer Service

SUNISHA NARAYANAN

( +91-812******* * *******.*******@*****.***

Experience Summary

In my 10+ years of experience in Training and Development, I've grown

from conventional training practices to implementing advanced and

industry best practices that includes Learning Management System,

Knowledge Management System, Organization's Training Framework,

Competency Mapping and Assessment, End User Training Framework.

Professional Synopsis

Manager - Training & Organizational Development

LSG India Pvt. Ltd., Cochin

Apr 2013 - Till Date

Achievements

V Training & Development Process for the organization

V Designed and Implemented Training Framework

V Scalable End User Training Plan for the organization

V Employee Motivation Program

Job Profile

Training Management

> Designed and Implemented the Training & Development framework for the

organization through a Quarterly Training Plan that includes

o Training Policy for the organization

o Quarterly Training Need Identification

o Training Calendar

o Training Evaluations & Assessment

> Designed and launched the training portal for the organization

> Supporting Organizational wide learning initiatives

> External Training & Certification

> Vendor Management - Empanelment & endorsement of training partners,

contracts & NDA, negotiations and payment

> Trainer Motivation Program

> Designed and Implemented On Job Training Plan for efficient job

readiness

> New Employee Orientation Program

> Training budget and approvals

End User Experience

> Designed and Implemented the End User Training Framework

> Spearheaded the project on Enhancing End User Experience

> Redesigning the Product Site - enhance search features, improved

accessibility to help

> Overhauling the support documents & creating user engaging training

videos

> Designed an online registration for training programs

> Feedback gathering and analysis

> Training Promotions

> Training Methodologies and practices

> Empanelling vendors for video creation

Other Responsibilities

> Develop and implement employee development and motivation program

> Utilize and manage the work of outside consultants to meet the

employee development needs

> Design and Deliver Behavioral training programs

> Audits & Certification - Ensure successful completion of the training

audit as part of ISO & ISMS certification for the organization and

continuous assessment there after

> Fun Club and Employee Motivation Program

Manager - Talent Transformation, Microland Ltd. Bangalore

Mar 2007 - Oct 2011

Achievements

V Implemented & launched Learning Management System for the

Organization, which was a turning point for the organization

V Conceptualized & launched Knowledge Management System, thus creating a

knowledge asset for the service based organization

V Brought in a practice of knowledge sharing within & across

competencies and from other organizations through Tech Symposiums

V Created a Training Framework for the onsite business of Microland that

spanned around the country & Middle-East

V Designed and executed the New Employee Orientation for the

organization

V Successful in building a Quarterly Training Plan, consolidating the

appraisal inputs. This approach has been well recognized and the

process is implemented across the organization.

V Implemented a plan for Computer Based Training and later synchronized

it with LMS

V Synchronized the Competency Framework of the organization with LMS

* The Microland training team ranked number one in the Black book of IT

Outsourcing, in the year 2008 - 2009, during my tenure as Assistant

Manager Training

* I was awarded the Max award by the CEO, for drawing out an effective

training framework

* KMS & LMS were shortlisted for Best Project Nominations by PC Quest

Magazine in 2010

Job Profile

Training Management

Independently managed the training & development for organization's Remote

Infrastructure Management, Onsite and Tech Support businesses

> Consult with business leaders, clients to determine learning needs,

recommend and implement training programs and strategies to meet the

needs of each group

> Responsible in identifying skills, knowledge & abilities for mapping

the competencies

> Accountable for assessing training requirement and establishing

standards / setting benchmarks for training

> Collaborating with various Business Units and Business HR for TNA and

Post training effectiveness

> Address all Need based, role based, Proactive & Organizational

training program with complete ownership

> Building processes and policies for effective functioning of training

> Maintain employee skill matrix for the organization

> Certify trainers, internal & external and maintain active pool of

certified trainers.

> Vendor Management

> Training budget and approvals

> Designed & Implemented Soft skills training framework

> Implement Technical, Soft Skills, Functional, Leadership, People

Management programs at all levels

> Prepare the team for internal & external audits

> Mentoring soft skill trainers, reviewing soft skill rating scale,

review training content & curriculum quarterly, calibrate team

> Maximize training consumption

> Cost Management

Learning Management System

Sphere headed this project for the organization

> Involved in vendor identification & working closely with the vendor to

give inputs on training process and need, conduct UAT and certify the

processes in the LMS system

> Create awareness among employees, launch the tool

> Migrate Training Management to LMS and handhold the entire team

> Monitor the overall performance of the tool / end to end ownership of

tool

> Gather feedback on tool and work with development team to fix critical

issues

> Communication on feature enhancement and updates

> Users Administration, Manage user profiles / Rights & Permissions

> Content Management - Ensure availability of updated version,

Maintaining competency master, Update & Maintain course catalog

> Generate adhoc reports using user defined queries

> Working with vendor on SRS, feature enhancement as applicable

> Annual budgeting and planning

> Second phase of launch - Create the Competency process and synchronize

it with the HRMS

Other Responsibilities

> New Employee Orientation Program

> People Management - Responsible for delegating work, monitoring &

handholding, career planning and development of all team members,

ESAT, Attrition Management

> Tech Symposium - An half yearly event that brings experts across

different technologies and locations together on a common platform to

explore their strengths, share & gain knowledge and also technology

evangelists from other organizations. Garnered huge success in

motivation and retention of technology experts.

> Knowledge Management System

Sphere-headed the project for the organization

Sr. Trainer & Sr. Training Co-ordinator Microland Ltd, Bangalore

August 2004 - October 2006

Achievements

V Responsible in setting-up a training process for the business

V One-manned resource in centralizing the training programs for the

largest service line and subsequently for another service line

V Widely appreciated by clients and business for training practices

Job Profile

. Need analysis, planning, development and delivery of training

. Design and implement Induction program for new employees

. Calenderize & Publish Training Plan

. Training Reports & Review

. Vendor Evaluation & Co-ordination

. Communication screening during interview till middle management

. Designed and implemented On the Job Training Plan for new employees

Sr. Trainer

Mphasis BPO Ltd, formerly MsourcE India Private Limited, Bangalore

July 2002 - August 2004

Achievements

> Certified for Training & Mentoring

> Recognized by client for sending the Best Batch to production

> Awarded 'Sales star for the month of April 03'

> Awarded for excellent Customer service & Quality on calls

> Trained over 10 ramps of 20 to 40 trainees each

Job Profile

. Training Delivery on Product and Process, Customer Delight,

Negotiation Skills, Value Based Sales Training and Team Building

. Monitoring calls, identifying and resolving performance related

concerns

. Call Calibration with the clients to verify and ensure accuracy of the

quality metrics

. Adhering to rigorous timelines and stringent end-of-training-

assessment requirements

. Weekly reviews with clients on trainee performances

. Conduct refresher & skill Gap training

. Piloted the new & revised training module

. Was an active member of Sales Focus Group

. ISO reports & audits for the entire training unit of the process

. Administration, Logistics and Reporting

Training & Certification

Train the Trainer

Leadership Skills

High Performance Team Training

Six Sigma Greenbelt Training

NLP Training

Educational Background - Bachelor of Science (Electronics) from Mount

Carmel College (1999 - 2002)

Technical Skills - Diploma in Software Engineering (GNIIT)

Personal Profile

Languages known English, Hindi, Malayalam, Kannada, Tamil &

Telugu

Date of birth 15th July 1981

Hobbies Enjoy reading, painting & cooking

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