Basa Chandra

Results-driven Learning and Development Professional with over 10 years of experience designing, facilitating, and evaluating high-impact retail, sales, and operational training programs. Proven track record in Classroom Training (CRT), On-the-Job Training (OJT), and store-level coaching that directly increased new hire throughput, accelerated time-to-productivity, and boosted sales conversion metrics. Expertise in New Hire Training (NHT) performance tracking using Microsoft Excel dashboards, Qualtrics survey analytics, and process documentation governance.

Skilled at collaborating with Store Managers, Area Managers, and Zonal Leadership to translate learning initiatives into measurable business impact.

CX Operations Associate - Zelis Healthcare India Pvt. Ltd.

(2025-04 - 2026-06)

• Managed Client Communications & Content Accuracy: Created, refined, and distributed critical client communications and workflows, increasing content delivery accuracy, professionalism, and brand consistency by 20%.
• Maintained Contact Data Integrity & Analytics: Compiled and managed client contact lists and data integrity for communication campaigns, reducing bounced communications by 15% and ensuring seamless reporting.
• Designed Branded Client & Internal Materials: Authored and formatted visually engaging presentations, templates, and informational resources in alignment with corporate brand standards, boosting resource utilization across teams by 25%.
• Executed Survey Operations & Feedback Analysis: Facilitated client feedback collection through survey platforms (Qualtrics and SurveyMonkey) and MS Excel, delivering actionable trend reports that drove a 12% uplift in client satisfaction.
• Standardized Content & Process Mapping: Standardized content templates for client touchpoints and contributed to process documentation and journey mapping, accelerating onboarding and service delivery efficiency by 18%.

Deputy Manager – Learning & Development & Employee Engagement - Mahathi Infra Services

(2023-04 - 2025-02)

• Drove L&D & Talent Development: Executed annual training strategies to ensure every employee received a minimum of 3 training man-days per year; personally facilitated 6 internal and 3 external training sessions annually.
• Managed Training Logistics & Calendars: Managed end-to-end training logistics, vendor coordination, material readiness, and calendar scheduling across departments while maintaining strict cost controls with <5% budget deviation.
• Evaluated Training Effectiveness & ROI: Measured post-training performance metrics and cost-per-employee data, consistently exceeding the target >75% Training ROI benchmark.
• Led Employee Engagement & Corporate Events: Executed 12 annual engagement initiatives and major company events (Company Formation Day, festival celebrations, New Year gifts), achieving a 90% employee participation rate and elevating satisfaction index scores.
• Oversee Administrative & Exit Operations: Directed daily administrative workflows with 85% accuracy in documentation and approvals, while conducting 100% of exit interviews to gather retention insights and drive employee well-being initiatives.
• Managed Digital Operations & HR MIS: Produced 12 comprehensive HR MIS reports annually tracking L&D metrics, managed company social media engagement, published monthly internal newsletters, and maintained NAS system data integrity.
• Coordinated Development & Participation Metrics: Monitored employee participation across meetings, assessments, and training modules, driving active involvement to support continuous capability building.

Assistant Manager – Learning & Development (EDC Mid-Market & Merchant Sales) - One97 Communications Ltd. (Paytm)

(2021-09 - 2023-03)

• Designed & Delivered Merchant Sales & Product Training: Developed and facilitated comprehensive training programs for merchant acquisition teams on EDC/POS machines, merchant lending products, QR deployment, and payment gateway solutions.
• Driven Merchant Onboarding & Field Coaching: Executed over 50 field and store coaching visits to evaluate real-time sales negotiation and merchant objection handling, accelerating merchant onboarding speeds and driving an 18% uplift in active merchant targets.
• Authored Customized Merchant Learning Collateral: Created interactive merchant onboarding manuals, product presentation decks, SOPs, and elearning modules in collaboration with Subject Matter Experts (SMEs).
• Evaluated Trainee Performance & Process Mastery: Conducted regular knowledge checks, scenario-based evaluations, and process compliance audits, improving New Hire Training (NHT) throughput pass rates from 82% to 94%.
• Coached & Mentored Field Trainers: Delivered Train-the-Trainer (TTT) coaching to field trainers on adult learning principles, facilitation techniques, and effective product demonstration skills.

Senior Executive – Learning & Development - SBI Card

(2020-07 - 2021-08)

• Improved Sales & Service Performance: Trained and onboarded 800+ frontline sales and customer service executives across multiple locations, increasing target achievement rates by 15%.
• Executed In-Store & On-the-Job Coaching: Conducted daily OJT shadow sessions and branch evaluations, increasing product knowledge assessment scores across teams to an average of 92%.
• Built Executive Analytics Dashboards: Designed daily MS Excel tracking models to report attendance, pass percentages, and trainer productivity metrics directly to regional leadership.

Learning & Development Executive - Corsendonk Consultants

(2016-04 - 2020-03)

• Delivered High-Impact Corporate Programs: Facilitated over 100 workshops on soft skills, communication, and customer experience for corporate clients, consistently maintaining a trainer satisfaction rating of 4.8 out of 5.0.
• Managed End-to-End TNA: Partnered with client stakeholders to perform TNA and custom curriculum design, boosting participant learning retention by 20% year-over-year.

Employability Skills Facilitator - Grow – Dr. Reddy's Laboratories CSR Initiative

(2013-03 - 2016-03)

• Enhanced Job Readiness: Trained 300+ students and entry-level candidates in employability skills, professional communication, and MS Office, achieving an 80%+ placement assistance success rate.

MBA - Banking & Financial Services Management - IIBM

Bachelor of Commerce - Commerce - Rajasthan Vidyapeeth, Udaipur

Post Graduate Diploma in Computer Applications - Computer Applications

Diploma - Human Resource Management