Development Specialist Customer Service

SHANKAR M

Chennai, IN P: +91-900******* *******************@*****.***

LinkedIn: https://www.linkedin.com/in/shankar-munusamy/ PROFESSIONAL SUMMARY

Learning & Development Specialist 6+ Years BFSI & Tech-Enabled Training

Designed and implemented training modules, increasing employee on-boarding efficiency multi-fold, reducing the on- boarding time frame

Created interactive and user-friendly learning materials using multimedia tools, enhancing participant engagement and comfort of learning

Coordinated with department managers to tailor training content, resulting in a considerable improvement in overall team productivity.

Developed a feedback system that captured trainee input, leading to a 15% improvement in training satisfaction scores within six months.

Proven skills in stakeholder collaboration, LMS management, SOP development, and driving engagement through high impact learning events.

Adept at using data to enhance training effectiveness.

Utilized survey tools to measure training effectiveness, achieving a commendable satisfaction rate on post-training assessments.

In-depth expertise to translate training metrics and needs resulting in actionable insights and processes. EDUCATION

ANNA UNIVERSITY Chennai, IN

Master of Business Administration Sep 2019- May 2021 Major in Financial Services Management

ANNA UNIVERSITY Chennai, IN

Bachelor of Engineering Aug 2011 – May 2015

INTERNSHIPS

Xiaomi Service Center Chennai, IN

Operations Lead-Front End (July 2022- October 2022)

● Coordinated and streamlined operational workflows to optimize efficiency and reduce wait times by 20%.

● Managed customer service queues to enhance customer experience. Margadarsi Chit Fund Chennai, IN

KYC Analyst (Jan 2022- June 2022)

Conducted thorough background checks and customer identity verification. SKILLS

CORE SKILLS TECHNICAL SKILLS

● Learning Program Management Microsoft Office Suite

● Stakeholder Collaboration (Leaders, SMEs, Guest Speakers) Google Suite

● Learning Event Logistics & Calendar Management Core Banking System

● Learning Analytic & Impact Evaluation CRM Tools

● SOP & Product Manual Development

● Induction & on-boarding Programs

● Instructional Design (ADDIE Model)

● LMS Administration

● Employee Engagement & L&D Branding

● Communication & Facilitation Skills

WORK EXPERIENCE

EDUBRIDGE LEARNING PVT LTD Chennai, IN

Master Trainer March 2025- Present

● Designed and rolled out structured training interventions across functional teams.

● Developed SOP-based manuals and checklists to enhance standardization.

● Led quality-focused sessions that improved compliance and service consistency.

● Initiated branded engagement tools like interactive quizzes to promote a strong learning culture. TVS TRAINING & SERVICES LTD Chennai, IN

BFSI Trainer Feb2023- March 2025

● Delivered over 100+ classroom and virtual sessions covering on boarding, process training, and behavior up-skilling.

● Collaborated with business heads and SMEs to customize modules and align learning with business goals.

● Conducted skill gap analysis and tailored workshops to improve productivity and service KPIs.

● Streamlined learning calendars, resources, and feedback loops with minimal disruption. MUTHOOT FINANCE LTD Chennai, IN

Assistant Manager In-Charge Grade 1 Dec2017 – Sep 2021

● Lead branch operations and team training, ensuring adherence to financial regulations and compliance Policies.

● Conducted on-the-job training for branch staff on gold loan processing, customer service, and risk assessment.

● Trained and mentored new employees, increasing staff efficiency by 25%. PHA AUTOMOTIVE (P) LTD Kancheepuram, IN

Assembly Trainee Sep 2016- Sep 2017

● Evaluated end products for accuracy checks, optimizing production performance.

● Assisted in implementing efficiency improvement measures that enhanced productivity by 10% INDIA INDUSTRIES (P) LTD Chennai, IN

Quality Trainee Jul 2015- Aug 2016

● Established quality control guidelines and collaborated with teams to maintain high manufacturing standards. KEY PROJECTS - Executed as a part of my work Assignments

● IDFC Residential Banking Training (35 Days): Designed and delivered a comprehensive, live-in program for 100+ new hires covering banking products, compliance, and customer interaction.

● Soft Skills Boot-camp: Created a gamified training series for BFSI sales teams, improving engagement and customer interaction quality.

● Digital Modules for Core Operations: Reduced process errors by 20% through the creation of self-paced digital SOPs and job aids.

● Leadership Learning via ADDIE: Developed function-specific content in collaboration with leaders and tracked impact through feedback and KPIs.

RECOGNITIONS & CERTIFICATIONS

● Recognized as Best Trainer of the Year (2023) at TVS Training & Services Ltd.

● Received 95% positive feedback from trainees on training effectiveness and engagement.

● NISM Series V-B: Mutual Fund Foundation Certification.

● POSH (Prevention of Sexual Harassment at Workplace) Awareness Training, (Skill India & NSDC)

● Certified Trainer – Train the Trainer (TTT), [Alison- Empower yourself]

● Instructional Design for Learning & Development (L&D) Certification, (Udemy)

● Certified Learning and Development Professional (L&D), (Udemy)

● Fintech Essentials: AI, Block chain, and Digital Lending, (Times pro)

● Certified Trainer: Microfinance (Reliance Foundation Skilling Academy and NSDC)

● The Complete Investment Banking Course, (Udemy)- In progress Comprehensive training covering financial modeling, valuation, M&A, IPOs, LBOs, and capital markets LANGUAGE SKILLS

Tamil - Native

English - Fluent

Malayalam & Telugu – Passive Proficiency

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