AMIT KUSHWAHA

Address: House.No. 480, Village- Sorkha, Sector-115,

Near-Ambedkar Park, Noida (Thakur Gali),
District: Gautam Budda Nagar (U.P.) 201301, India
Mobile: +91-8851882630/9811184717
Email ID: [email protected]

Career Objective

"Passionate and dedicated Training Specialist and L&D Facilitator with a proven track record in
designing, delivering, and evaluating impactful learning experiences. Committed to fostering a
culture of continuous growth and development within organizations through innovative training
solutions. Seeking to leverage my expertise in instructional design, adult learning principles, and
technology integration to create engaging and effective learning programs that empower
individuals and teams to achieve their full potential."

Work Experience

Total 4.5 years (Appx) of experience in BPO, Banking, KPO, L&D, Training Supervisor & V&A Lead in
Domestic & International outsourcing industry.

Career Synopsis

Role and Responsibilities of Training Lead (Governance)

(Backend, Chat, Banking & Voice)

● Management of a team of eight SMEs and 10 trainers for five business units
● To manage their scorecard and drive performance through personal grooming
● To manage client BR’s and new hire training performance
● To determine KPI’s and conduct weekly connects with trainers and SME’s
● Responsible for process excellence and compliance on training deliverables
● Training life cycle management, Discovery, Training Execution, performance improvement, speed to
proficiency, and continuous learning
● Translate key business drivers to performance requirements and accordingly identify or design learning
interventions that provide greater flexibility of learning options
● Domain experts of “US Telecom” and “Annotation”

Role and Responsibilities of Learning Services Specialists: Training:

(Backend & Chat): Zillow, Attentive Mobile, Tomorrow Health, Crunchyroll, Samika
TELUS International India (May 24, 2022 – Current)

● To onboard new hires and set expectations as per business requirements and time tracking software’s
● To make the team members well versed in company policy and US culture, followed by 3 days of
mandatory training
● To conduct US Cultural and Communication training for new hires
 ● To impart classroom training on product (“3D Annotation”) and effectively drive the 0 to 30 days of
performance followed by OJT
● To create nesting framework for new hires and QA SOPs
● To ensure implementation of DOD Plotter as per client instructions
● To conduct calibration sessions among different LOBs to bridge knowledge gaps among different
departments
● To Conduct PKT, KC, and Dip check for the business as per TNI and TNA received from clients and publish
D-1 and monthly reports to stakeholders
● To maintain and update LMS for the project and provide weekly updates via quiz and infomercials
● To share all critical updates on training in terms of IT infrastructure and learning needs on monthly and
quarterly basis
● To manage BQ and improve their performance, followed by PIP and separation from the business
● To release training newsletters, training calendars and training interventions to justify departmental
productivity
● To map efficacy on different projects and actionable driven by training and utilization of opportunities to
bridge the knowledge gap among various LOBs
● Managed two additional processes in terms of L&D and training (Tomorrow Health, US Healthcare;
Attentive Mobile, US Message Marketing; and Chat, Samika, and Crunchyroll).

Additional Responsibility in Banking & BSFI

• Certified V&A (Voice and Accent) & AQ trainer with a proven track record in the banking sector
• Successfully managed the BSFI (Banking, Financial Services) account of Flipkart Pay Later
• Played a pivotal role in enhancing communication skills and customer interaction for the team
• Comprehensive background in the banking sector, providing a deep understanding of industry
dynamics
• Hands-on experience in training and managing, equipping teams with effective communication
strategies
• Proficient in imparting cultural nuances crucial for navigating the diverse landscape of the banking
sector
• Well-positioned to lead and elevate the performance of V&A trainers in the banking industry

Responsibility - Learning and Development Lead

• Responsible for designing and development of L&D content

• Efficiently utilization of training content and L&D initiative to groom the Managers and leader’s form
different geographical reasons
• To keep a track of learning hours and share report to leadership efficient organizational operation
• Analyzing the skills of team members and drive different kinds of training initiatives for their skill
development
• Using latest Facilitation technique to increase audience interaction

Role and Responsibilities of the Associate Manager-Training (Acting):

(Email, Chat and Voice): Flipkart
Tech Mahindra Ltd. (Nov 7, 2021 – May 17, 2022)

• Handling team of senior trainers, Trainers, AUX trainers and SMEs

• Managing 0–30 bucket operational KPIs
• Responsible for the governance of the training conducted by trainers
• Responsible for preparing and presenting MBR, QBR and WBR
 • Responsible for doing planning according to Ops capacity in training
• Responsible for Monthly reports, training effectiveness, Newsletter, Training calendar and
Performance mapping
• Responsible for monthly one-on-one meetings with trainers to inform them of their previous
month's performance and opportunity areas.
• Responsible for NHT governance and batch visits
• Responsible for BQM and TNI refreshers
• Schedule training programs as per the Training Calendar
• Responsible for preparing refresher planner for the BAU activities
• Responsible for Trainer’s grooming and sharing the feedback as and when required
• Responsible for sharing daily NHT/OJT numbers with internal and external stakeholders
• Part of the interview screening for NHT
• Batch screening and expectation setting before they have been handed over from RMG team
• To support the workforce development benchmark, expand the use of alternative learning methods
in practice, such as coaching, e-learning, and shadowing.
• Maintenance, upkeep, and upgrading of the Process SOPs (Standard Operating procedures)
• Responsible for conducting skill development trainings for support staff
• Taking initiatives to improve the performance of R&P Parameters of the process

Role and Responsibilities of Sr. Trainer

(Email, Chat, and Voice) :(Flipkart)
Tech Mahindra Ltd. (Dec 6, 2020 – Nov 6, 2021)

• To provide classroom and on-the-job process training to NHT batches while ensuring achievement
of key performance indicators (KPIs) such as attrition, certification, throughput, and 0–30-day
performance.
• To conduct a job knowledge quiz for Executives and Supervisors to gauge their process knowledge
• To conduct refresher training on a TNI basis provided by Quality team to ensure identified gaps are
bridged
• To Conduct PKT (Process Knowledge Test) for the entire floor and share coverage with clients and
stakeholders.
• Facilitate training to maintain training delivery quality as per defined standards
• Drive business development journey for respective business verticals; Develop training content as
per the needs of the organization

Roles and Responsibilities of Trainer

International (Email, Chat and Voice): Vodafone Qatar
Tech Mahindra Ltd. (April 1, 2020 – Dec 5, 2020)

• Manage a team of 15-20 employees, coach and develop the team, hold regular 1-2-1 meetings, set
and review objectives on a regular basis, and provide clear reporting on team progress, issues, and
achievements to call handling.
• Defining a training program to address the key requirements will ensure that any skill gaps in the
team are identified.
• Ensure all Team members report as per shift time defined by business.
• Ensure Team members do not take any unplanned leaves.
• To take LIVE calls and escalation calls as and when required.
• We need to do coaching and monitoring by following side-by-side methodology.
• We need to review WTD, MTD and YTD performance of team members
Roles and Responsibilities of Customer Care Executive
International (Email, Chat and Voice): Vodafone Qatar
Tech Mahindra Ltd. (Dec 5, 2019 – March 31, 2020)

• To take 80-100 live calls based on telecom queries from international region (Qatar, Dubai, Canada,
Nepal, Bangladesh) and provide services and support
• To take care of agent KPI’s like Tagging, NPS, FTF, AHT, Attendance

Educational Qualification

Course Institute Grade Year

Pursuing
MBA – Human Resource Delhi University (SOL) N/A
(Enrolled)
Bachelor of Arts (B.A) Delhi University (SOL) 1st Division 2022

12th (PCMB)SCIENCE Uttarakhand Public School 81.60% 2019

10TH Marigold Public School 88% 2017

Personal Information:

• DOB: 29-05-1999
• Nationality: Indian
• Languages known: English, Hindi and Bhojpuri
• Marital status: Unmarried

Professional Skills

• TTT Certified, AQ Certified, Six Sigma Yellow and Green Belt Certified
• POSH Certification (Certified POSH Trainer)
• LEAP Certified & Certified Behavioral Trainer
• Working Knowledge of Microsoft Word, Excel, Power Point, and Outlook
• Proficient knowledge of G-chat & G-suite (Google slides, Google Sheets and Word document)

Software and Tools

• Lifeline, CRM, Avaya, Siebel, Smart Assist, Yoda, Hakim, Okta, Zendesk, Retool-OMS, and
Slack, Google Data Studio, Power BI

Extra

• Volunteering for Free education to underprivileged children with the help of Udaar Foundation
(NGO)
Achievements:
• Achieved highest customer satisfaction scores in process as a CCE for constant period of three
months
• Achieved highest call quality scores in external evaluations as a CCE for five months
• Cleared National Level MBBS Competitive exam (NEET) 2019: Ranked 8811 out of 16,00,000
• SILVER MEDAL IN THE SHINING STAR OLYMPIAD (ENGLISH OLYMPIAD)
• International Olympiad of Science by: Silver Zone Foundation: Ranked: 357 out of 500098
• Bhartiya Sanskriti Gyan Pariksha: Ranked 3rd in UTTAR PRADESH

Strengths

• Experience of coaching and mentoring teams.

• Good decision-making and time management skills
• Strong interpersonal skills
• Ability to understand communication from team members who come from a broad spectrum
of disciplines and locations with a variety of communication styles.
• Excellent problem-solving skills and the ability to take initiative when issues arise
• Able to understand and implement new workflows, databases, and systems. Enthusiasm to
keep yourself informed and up-to-date in your areas of expertise and to actively share my
knowledge with other colleagues
• Good attention to detail and a thorough, methodical approach

Declaration

I hereby declare that the above-mentioned information is correct to the best of my knowledge, and I bear
the responsibility for the correctness of the above-mentioned particulars.

(Amit Kushwaha)