An autonomous, process-driven Learning & Development (L&D) Specialist, a senior Training and Quality Manager, Soft Skills Trainer with over 15+ years of experience across corporate and academic ecosystems. My professional background spans international customer support, e-commerce back-end systems, and high-velocity digital delivery platforms.
 

My core strength lies in translating complex business logic into high-compliance training curricula. Multi-channel SLAs are managed with precision. I've from time to time, via structured instruction, reduced floor attrition consistently and optimized team performance. Handled diverse cohorts across multiple age groups and industry domains and have been successfully up-skilled over the years.
 

As a dedicated classroom facilitator and independent contributor, my focus remains on practical, high-impact learning execution. Immediate availability is offered for remote, hybrid, or on-site consulting opportunities across global time zones

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Core Expertise

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• Soft Skills & Communication: Business communication, professional etiquette, customer journey management, and public speaking.

• L&D Frameworks: Instructional Design, Training Needs Analysis (TNA), Process Mapping, and SOP architecture.

• Process & V&A Training: Ground-up onboarding, voice and accent calibration, transaction compliance, and floor performance optimization.

• Enterprise & Digital Operations Training: Training on digital marketing operations, online reputation management (ORM), and listening engines (Talkwalker, Brandwatch, Onedirect, Radian 6).

• Academic Facilitation: Delivering specialized guest lectures and training modules at premier institutions including SIMC, XIC, and IIDE.

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Professional Highlights

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• Bedrock SEO: Managed end-to-end support workflows and agent upskilling on Shopify admin panels, order verification, and dispute procedures.

• Kinnect (Omnicom Advertising Group): Spearheaded core training infrastructure to scale digital customer care teams and conducted trainer workshops on enterprise tools.

• Social Wavelength / VML: Created baseline support and brand governance training architecture for marquee global and national brands like Intel Software and Havells.

• Spanco BPO: Directed logistical training rollouts, supervising a cohort of 17 process trainers and orchestrating the certification of over 1,000 trainees monthly.

• Kaizen BPO & Tracmail India: Delivered intensive customer support, soft skills, and compliance training for these two BPOs with premium international accounts including American Express and Dish TV.

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