Eti Tiwari

Dynamic Learning & Development Lead Trainer with 5+ years of experience designing and delivering high-impact training programs across customer service, B2B sales, and interview readiness. Skilled in adult learning methodologies, ADDIE-based instructional design, competency-based coaching, and blended learning. Proven success building data-informed training solutions with SQL, Power BI, Excel, and learner analytics to improve engagement, performance, and placement outcomes, including 80%+ successful placements across global firms such as Amazon, JPMorgan Chase, Cvent, and Optum.

Senior Trainer – Learning & Development | Instructional Designer - EMONICS LLC

(2024-07)

• Designed full-cycle learning paths for international job seekers, integrating behavioral and technical interview preparation with PPTs, videos, digital assets, and structured role-play simulations.
• Applied the ADDIE framework to build customized modules, mock interview simulations, and competency rubrics aligned to client-role expectations for Amazon, JPMorgan Chase, Optum, Cvent, and similar firms.
• Facilitated live virtual sessions, resume optimization workshops, and one-on-one coaching using STAR and GROW frameworks to improve learner confidence and interview readiness.
• Measured engagement, progress, and performance gaps through SQL queries and Power BI dashboards, using insights to refine content, coaching plans, and learner interventions.
• Contributed to an 80%+ placement success rate by aligning learning strategies with business outcomes and role-specific hiring requirements.

Process & L&D Trainer | Instructional Design Lead - ONDIRECT Media Pvt Ltd

(2022-08 - 2024-03)

• Transitioned onboarding from traditional slide-based delivery to blended, scenario-based modules covering the B2B sales lifecycle, CRM workflows, prospecting, and lead qualification.
• Led curriculum design and content development using PowerPoint, Canva, and real-world sales tools including LinkedIn, ZoomInfo, Apollo.io, and Slintel.
• Created microlearning modules, simulations, and post-training assessments to improve knowledge retention and on-the-job application.
• Partnered with stakeholders and SMEs to redesign training curriculum based on learner feedback, performance metrics, and business KPIs.
• Implemented reinforcement strategies and coaching follow-ups to strengthen transfer of learning and identify targeted performance improvement opportunities.

Senior Lead Generation Executive - ONDIRECT Media Pvt Ltd

(2022-01 - 2022-08)

• Conducted contact discovery, lead qualification, and cold outreach using LinkedIn, Slintel, and sales prospecting workflows.
• Documented conversion insights and prospecting challenges, translating findings into practical examples for new-hire training content.
• Collaborated with training teams to align product knowledge, sales pitches, and outreach messaging with actual prospect needs.

Senior Customer Care Associate - Urban Company, iEnergizer

(2020-09 - 2022-01)

• Resolved customer queries and service complaints across voice and email channels with empathy, accuracy, and proactive ownership.
• Coordinated between customers and service professionals to drive issue resolution, service quality, and customer satisfaction.
• Implemented retention-focused communication practices, supporting a 15% improvement in customer loyalty.

Senior Customer Care Associate / Line Trainer - MakeMyTrip, iEnergizer

(2019-01 - 2020-04)

• Delivered chat-based customer service for travel bookings, refunds, escalations, and policy-related inquiries while maintaining quality standards.
• Promoted to Line Trainer based on consistent performance, process knowledge, and mentoring capability.
• Trained new hires on booking workflows, escalation handling, refund processes, customer communication, and service quality expectations.

Bachelor of Science - Psychology - Annamalai University, Tamil Nadu (2015 - 2018)