Learning & Development Specialist Resume Title
Resume:
Suraj Kumar Bhatia
Learning & Development Executive
Indore, Madhya Pradesh
***********@*******.***
Professional Summary
Learning & Development Specialist with 7+ years of progressive experience in training, mentoring, and coaching across BPO and healthcare staffing sectors. I am skilled in designing impactful learning programs, fostering leadership capabilities, and driving recruiter performance through behavior- based coaching, soft skills enhancement, and process excellence. Proven ability to align L&D initiatives with business goals while improving engagement, cultural sensitivity, and compliance outcomes.
Professional Experience
Learning & Development Specialist
LanceSoft Inc., Indore Aug 2024 – Present
Trained over 1000+ recruiters across healthcare, IT, and non-IT staffing domains through structured onboarding, compliance sessions, and skill development programs.
Designed and developed interactive training modules using Canva, Camtasia, and LMS tools like Brainer to enhance learner engagement and knowledge retention.
Conducted multiple communication enhancement sessions to boost employee productivity and interpersonal effectiveness.
Led interviewer training and conducted freshers’ interviews, assessing strategic thinking abilities and English language proficiency to select top talent.
Delivered refresher training programs aimed at enhancing process knowledge and reinforcing best practices.
Provided technical training sessions to employees, covering system usage, tools, and domain-specific knowledge.
Coordinated and led batches from all India sites, delivering comprehensive sessions on visa types, tax terms, employment classifications, and healthcare terminologies, significantly increasing participant understanding and compliance.
Launched mentoring and peer-coaching initiatives that improved recruiter readiness by 30% and reduced early attrition by 15%.
Collaborated closely with HR and operations to align training strategies with evolving client needs and market trends.
Delivered cultural sensitivity and communication workshops, resulting in a 25% improvement in candidate interactions and client satisfaction. Communication & Process Trainer
Continuum Global Solutions, Indore Nov 2021 – May 2024
Delivered customized client-specific training for over 40 international brands in banking, insurance, and retail sectors.
Trained multilingual analysts (French, German) on global banking operations, compliance protocols, and service excellence standards.
Developed e-learning content using ICenter University LMS and employed Root Cause Analysis (RCA) to resolve escalated service issues effectively.
Implemented targeted interventions and quality assurance audits, leading to a 20% performance improvement in trained teams.
Led weekly client calls and present business reviews to facilitate continuous process enhancements and client satisfaction.
Subject Matter Expert Transaction Processor Customer Support Roles Continuum Global Solutions Apr 2019 – Nov 2021
Mentored new hires through OJT and process walkthroughs
Handled multi-client accounts with a focus on KYC, AML, and customer grievance resolution
Recognized for consistent CSAT scores above 90% and team performance improvements Customer Service Specialist
Teleperformance Feb 2018 – Apr 2019
Provided end-to-end customer support for transaction-related issues, ensuring timely resolutions to enhance user satisfaction.
Assisted customers in completing KYC processes and guided them through account creation and maintenance.
Resolved cashback-related queries and grievances while maintaining high service quality standards.
Coordinated with banks to facilitate chargebacks, ensuring transparent communication with customers throughout.
Delivered customer service in a strict Anti-Money Laundering (AML) environment, ensuring full compliance with regulatory guidelines.
Trainee Officer - Customer Relations
HGS (Hinduja Global Solutions) Jul 2017 – Dec 2017
Managed Amazon customer queries and returns with a focus on empathy and escalation resolution.
Supported onboarding and peer training for new customer service representatives Education
Bachelor of Engineering (Computer Science)
Dr. A.P.J. Abdul Kalam University, Indore 2020
Senior Secondary – PCM
Alpha Senior Secondary School, Rajasthan 2016
Certifications
Professional Diploma in Project Management
Cross-Cultural Communication & Intelligence
Strategic Public Relations & Communication
Risk Management Foundations
Behavioral Training Certification
Communication Trainings Certification
Key Skills & Tools
Training Design & Delivery: Canva, Camtasia, Brainer LMS, ICenter LMS, New Hire Training (NH), Refresher Trainings, Behavioral Trainings, Communication trainings, TNI/TNA, Content Creation, Instructional Design, SOPs, Presentations & ppts designs, Video creations, Excel Trainings, OJT, Assessment creation, Dashboard creation, Leadership trainings, Virtual trainings, classroom trainings.
Technical Training: System tools, domain knowledge, compliance procedures
Communication & Interpersonal Skills: Conducting communication enhancement workshops, interview assessments, cultural sensitivity training
Staffing & Recruitment Knowledge – US Healthcare & IT staffing, Boolean Search, Job Boards, ATS (e.g., JobDiva), LinkedIn, screening skills, Interview skills, resume formatting skills, pronunciation & abbreviations skills, Healthcare terminologies, profit calculations.
Process Improvement: Root Cause Analysis, QA audits, mentoring, peer coaching
Subject Matter Expertise: US Visa & Tax terms, Employment classifications, Healthcare terminology
Compliance & QA: AML/KYC/Fraud Prevention, RCA & Call Auditing, Quality Metrics & Dashboards.
Languages: English (Fluent), with experience training multilingual teams (French, German) in english.
Achievements
VCEO Spotlight Award – For excellence in training and helping set up a new site in Europe
Crowd Favorite Award – For influential contributions to team culture and performance
Gold Medalist – For social services through NGO (Bharat Vikaas Parishad). Languages
English
Hindi
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