Manager Training

PROFESSIONAL SUMMARY

Driven professional with over 18+ years of increasing responsibility in staff development, instructional design, and performance coaching and project management. Highly skilled in content development, creating learning programs and initiatives, and leveraging learning solutions to achieve business goals. Demonstrated success in establishing best practices to sustain business growth and advance training initiatives.

CAREER SNAPSHOT

18+ Years of overall work experience

14+ Years of work Experience in Call Center/BPO (Voice/Chat/Email)

13+ Hands On Experience in Training - Design & Delivery

Trained 10000+ Headcount ranging from Front Line Executives to Junior/Middle/Senior Level Managers

Industry Certifications on Instructional Design, Training Delivery, Performance Coaching and Project Management

OVERALL WORK EXPERIENCE:

No

Company

Designation

From

To

1

Paragon Digital Services

Senior Manager – L & D

20th Dec 2019

16th June 2020

2

Touch2Success

Training Manager

17th June 2019

12th Dec 2019

3

MERIT Software Services

Leadership Training Manager

3rd Sept 2018

14th June 2019

4

ConneQt Business Solutions

Deputy Manager - Training

29-Dec-14

30th Aug 2018

5

IQYA

Training Consultant

Sep-13

Dec-14

6

Sutherland Global Services

Deputy Manager - Training

8th Sep-03

1st May-13

7

AVIS - Rent A Car

Travel Executive

Sep-01

Aug-03

CERTIFICATIONS SNAPSHOT:

Industry/Discipline

Certification

1

Project Management

1.Certification in Agile Project Management Tools (Scrum/Kanban) – 2020

2.Certification in Business Analysis Modelling Skills - 2020

3.Certified Six Sigma Green Belt By Sutherland Global Services – 2013

2

Training & Delivery Skills

1.Certified “Train The Trainer” – Services and Technical Support -2004 by Intuit,Inc

3

Instructional Design

1.Certification in Instructional Design for E-Learning - 2020

4

Performance Coaching

1.Essential Life Coaching Skills Certification - 2020

2.Certified Emotional Intelligence Practitioner by The Priority Academy - 2019

5

Counselling

1.Diploma in Modern Applied Psychology by Achology - 2020

KEY SKILLS & COMPETENCIES:

Soft Skills/Process/Product - Training & Certification

Performance Coaching

Presentation Skills - Classroom/Online/Client/Management

Leadership Training - Front Line/Junior/Middle/Senior Level

Focus Groups/Workshops/Seminars

Sales Pitch/Negotiation Decision Making Skills

Behavioural Training

Leadership/Managerial Skills

Train The Trainer

Total Quality Management

Employee Communication - Dossier/white paper, Video/Webinars

XAPI TIN CAN

LMS Hands On Knowledge – DOCEBO/ELOOMI/MOODLE

Notable Accomplishments in Training:

Successfully Created/Delivered – Lead to Impact Training Classroom Intervention with a Participant Interaction score of 4.65/5

Detail – This pilot was implemented by clients in their own projects

Successfully Created/Delivered – Basics of Business Acumen Training Module

This was the first blended learning module on Moodle

Participant score - 4.55/5

Successfully implemented Response Count – Optimization project by reducing 70% of wastage in responses to end users

Successfully implemented optimization project for AHT in voice support by 30% for Inbound calls

Successfully implemented project for reducing Response Count for Chat Support by 80% for top contact divers thereby positively increasing FCR by 50 basis points

Successfully implemented project for Survey count increase by 50% for Chat Support

Successfully implemented project for proactive escalations for Phone and Voice Support

Successfully implemented project for reducing the RTP – Refused to Pay clause thereby increasing sales volume by 85% /per shift day

Successfully set up the Training dept. in TOUCH2SUCCESS-Chennai – LMS/Trainers/New Hire Curriculum

Successfully set up the Training dept. in TATA BSS-Chennai - Trainers/SOPs/Curriculum/Training Calendar/TNA/Automation for Voice and Non voice queues

Successfully trained the frontline leadership team in TATA – BSS (50+) by creating the TURBOCOACH training program

Created and implemented an e-learning repository as a replacement for process manuals – In Tata BSS

Successfully Trained Global Support Team in SUTHERLAND GLOBAL SERVICES on “Performance Coaching” (600)

Scored 4.39 out of 5.00 in the annual employee survey GALLUP International with one of the highest scores against Business Unit and the company. – In Sutherland

Successfully Developed Softskills QA Framework – for CISCO in Sutherland

Knowledge Transfer Expertise:

1.4 Domains of Emotional Intelligence

2.Adult Learning Principle

3.G.R.O.W Model

4.Four Levels of Evaluation/KWL

5.IPECC

Training Program/Interventions Created:

1.Turbocoach & i, COACH

2.TR-A-SH

3.CU-CON

4.Training Induction

5.Lead to Impact

Last Worked Organization:

Paragon Digital Services – From 20th Dec 2019 to 16TH June 2020 (6 Months)

Designation – Senior Manager – Learning & Development

Job Responsibilities:

1.Identifying and assessing future and current training needs

2.Drawing an overall or individualized training and development plan

3.Deploying a wide variety of training methods or blended learning

4.Lead effective periodic client interaction

5.Enhancing employees’ skills, performance, productivity and quality of work.

6.Identify and assess the training needs of the organization through job analysis, career paths and consultation with ops management leadership

7.Develop individualized and group training programs that address specific business needs.

8.Design and develop innovative, engaging, and effective e-learning content using appropriate learning methodologies.

9.Develop training manuals that target tangible results.

10.Implement effective and purposeful training methods.

11.Effectively manage the training budget.

12.Train and guide new employees and manage New Hire performance

13.Develop monitoring systems to ensure that all employees are performing job responsibilities according to training.

14.Evaluate organizational performance to ensure that training is meeting business needs and improving people performance.

15.Assess employees’ skills, performance and productivity to identify areas of improvement.

16.Drive brand values and philosophy through all training and development activities.

17.Effectively communicate with team members, trainers and management and clients

18.Create a curriculum to facilitate strategic training based on the organizations goals.

19.Select and manage resources, including working with both internal employees and training vendors to develop and deliver training.

20.Manage the technologies and technical personnel required to develop, manage and deliver training.

Competencies:

1.Excellent written, verbal and interpersonal communication skills.

2.Superb track record in developing and executing successful training programs.

3.Critical thinker with innovative problem solving skills.

4.Highly computer literate with proficiency in MS Office and related business and communication tools.

5.Hands on familiarity with traditional and modern training processes.

6.Excellent written, verbal and interpersonal communication skills.

7.Superb track record in developing and executing successful training programs.

8.Critical thinker with innovative problem solving skills.

9.Highly computer literate with proficiency in MS Office and related business and communication tools.

10.Familiar with traditional and modern training processes.

11.Strategic and creative mindset.

12.Meticulous attention to detail.

INDUSTRY CERTIFICATIONS

Project Management

1.Certified Six Sigma Green Belt By Sutherland Global Services – 2013

2.Certification in Agile Project Management Tools (Scrum/Kanban) – 2020

3.Certification in The Complete Project Management Fundamentals - 2020

4.Certification in SCRUM User Story Writing -2020

5.Certification in Business Analysis Modelling Skills - 2020

6.Certification in Agile Digital Innovator ready for Industry 4.0 – 2020

7.Certification in Fundamentals of JIRA - 2020

Training & Development

1.Certified “Train The Trainer” – Services and Technical Support -2004 by Intuit,Inc

2.Certified Intuit Instructional Skills Workshop – 2004 by Intuit,Inc

3.Certified Delivery Skills and Learning Methods – 2007 by Norton from Symantec - 2007

4.Certified Operations Lead – ONTRAC for Call Center Team Leaders -2005

Instructional Design

1.Certification in Instructional Design for E-Learning - 2020

2.Certification in UXD – User Experience Design Fundamental - 2020

3.Certification in ADDIE – Training and Development Professional Guide - 2020

4.Certification in Adobe Captivate - 2020

5.Certification in Articulate Storyline -2020

6.Certificate in xAPI(Tin Can) Fundamentals -2020

7.Certificate in Photoshop – 2013 from IMAGE

8.Certificate in Video Post-Production

i.Adobe Premiere – Video Editing

ii.Sony Sound Forge – Audio Editing

iii. Autodesk Combustion – Motion Graphics and Visual Effects

9.User Level Knowledge in Animated Video Creation Platform –

i.Vyond

ii.Video Scribe

Performance Coaching

1.Essential Life Coaching Skills Certification - 2020

2.Coaching Managers & Leaders for Continuous Improvement - 2020

3.Group Life Coach Practitioner Certification Accredited - 2020

4.Employee Engagement Management Coaching Certificate - 2020

5.Leadership & Development of Self to Lead and Develop Others from The Priority Academy -2020

6.Certified Emotional Intelligence Practitioner by The Priority Academy - 2019

7.Certified NLP Practitioner by Achology - 2019

Counselling

1.Diploma in Modern Applied Psychology by Achology - 2020

2.Professional Counseling Diploma from the Kew Training Academy - 2019

3.Certified in Gestalt Psychotherapy - Accredited 2019

4.Depression Counseling Diploma - Accredited 2020

5.Dialectical Behaviour Therapy (DBT) Certificate - Accredited 2020

Passport Details:

PASSPORT No

P5843592

Date of Expiry

7/12/2026

Date of Issue

8/12/2016

Place of Issue

Chennai, Tamil Nadu

Address Details:

IQBAL YAQUB

DJ VILLA, Plot No.1433, 2nd Street, Ram Nagar North, Madipakkam, Chennai - 600091

Mobile – 984******* Email – ************@*****.***

Other Details:

Academic Qualification

M.A English (Annamalai OUS)

Languages Known

a. Speak, Read & Write: English, Hindi, and Urdu

b. Speak Only: Tamil

Interests

Cross Fit + Gym, DSLR Photography, Filmmaking, Reading Fiction

Date of Birth / Age

11/01/1977 - 43

Gender / Marital Status

Male / Married

Contact this candidate