Regional Retail Training Manager - East Region - Trent Ltd - Kolkata
(2025-05)
- Developed training materials that enhanced retail staff product knowledge, improving customer engagement.
- Facilitated onboarding sessions for new team members across multiple locations.
- Conducted regular workshops that improved customer service skills, leading to higher customer satisfaction.
- Collaborated with store management to assess training needs and identify gaps, ensuring targeted and relevant training programs.
- Monitored key business metrics UPT, ABS and Conversion through targeted training interventions.
- Measure training effectiveness through assessments, scorecards, and post-training performance tracking.
- Support new store launches with training readiness, SOP alignment, and service excellence enablement.
Regional Sales Trainer – West Region - Resilient Innovations Private Limited - Mumbai
(2021-09 - 2025-01)
- Conducted interactive workshops enhancing sales techniques and product knowledge.
- Facilitated onboarding sessions for new sales representatives across various territories.
- Delivered one-on-one coaching and conducted performance evaluations during extensive regional travel, driving continuous improvement in frontline sales performance.
- Developed training materials for sales teams across multiple regions, enhancing sales effectiveness and consistency.
- Leveraged innovative learning methods, including e-comics, video-based content, and in-person training to enhance capability.
- Tracked training effectiveness and generated reports to highlight impact on key sales outcomes.
- Coordinated cross-functional team meetings aligning training objectives with business goals.
- Advised senior management on potential opportunities within the region based on research conducted during training sessions.
AGM – Process Excellence - Vodafone Idea Ltd - Ahmedabad & Assam & NE
(2008-03 - 2021-06)
- Implemented process improvements to streamline operations and reduce turnaround time.
- Drove process standardization, stakeholder adoption and continuous improvement.
Process Excellence - Vodafone Idea Ltd - Ahmedabad
(2020-01 - 2021-01)
- Developed training materials that enhanced retail staff product knowledge, improving customer engagement.
- Facilitated onboarding sessions for new team members across multiple locations.
- Conducted regular workshops that improved customer service skills, leading to higher customer satisfaction.
- Collaborated with store management to assess training needs and identify gaps, ensuring targeted and relevant training programs.
- Monitored key business metrics UPT, ABS and Conversion through targeted training interventions.
- Measure training effectiveness through assessments, scorecards, and post-training performance tracking.
- Support new store launches with training readiness, SOP alignment, and service excellence enablement.
Quality Lead - Vodafone Idea Ltd - Assam & Northeast
(2017-01 - 2020-12)
- Identified and addressed process gaps, enhancing efficiency and ensuring compliance.
- Monitored process effectiveness and implemented corrective measures.
- Led customer experience initiatives through proactive service and feedback analysis.
- Enhanced customer satisfaction by implementing quality measures and facilitating team training sessions in customer service operations.
- Strengthened capabilities through training, process improvements and SOP implementation.
- Drove Process Excellence through gap identification, corrective actions and new process implementation.
Complaint Management - Vodafone Idea Ltd - Assam & Northeast
(2013-01 - 2015-12)
- Identified process gaps and customer pain points through CRM analytics and implemented corrective actions.
- Handled critical escalations, improving CSAT and overall customer experience.
- Managed Nodal, Appellate, Website & Social Media complaints with TAT and First-Time Resolution.
- Drove Customer First initiatives, process improvements and operational excellence.
- Supported self-service and customer empowerment initiatives and key Call Centre projects.
Training (Retail & Call Centre) - Vodafone Idea Ltd - Assam & Northeast
(2008-01 - 2013-12)
- Managed end-to-end training for Retail and Call Centre teams.
- Delivered Induction, Product, Process, Sales & Customer Service training.
- Conducted TNI, refresher and capability-building programs.
- Improved training effectiveness, quality scores, CSAT and productivity.
- Developed training content and process modules aligned with business needs.
