Assistant Manager – Training at Samsung Electronics India Pvt. Ltd. (Through Cheil India Pvt. Ltd.) (2018-03 – Present)
- Lead sales and product capability training programs for Samsung retail and field sales teams.
- Drive onboarding and capability-building initiatives for newly hired sales representatives.
- Conduct field coaching sessions to improve customer engagement and sales conversion.
- Partner with sales managers to identify performance gaps and training requirements.
- Deliver Train-the-Trainer (TTT) and knowledge enhancement workshops.
- Develop training presentations, SOPs, and performance improvement plans.
Deputy Manager – Customer Service Delivery at Centum Learning Ltd. (2016-04 – 2018-01)
- Conducted product, process, and behavioral training for Airtel customer service operations.
- Managed induction and refresher training programs for PAN India operations.
- Audited training delivery standards and implemented process improvements.
- Monitored trainee performance and provided coaching support.
Circle Lead Trainer – Customer Service at Reliance Human Resource Services (2015-12 – 2016-03)
- Managed training calendars and identified circle-level training needs.
- Conducted retail audits and coached teams on customer experience standards.
- Delivered customer service and behavioral training programs.
Deputy Manager – Training at Centum Learning Ltd. (2013-11 – 2015-12)
- Delivered customer service and process training for Airtel customer care teams.
- Conducted refresher and process improvement training sessions.
- Supported PAN India customer care and retention operations.
Process Trainer at MSD (I) Pvt. Ltd., Bhopal (2013-03 – 2013-11)
- Managed training operations for Reliance prepaid and postpaid customer care teams.
- Conducted NHIP and refresher training sessions.
- Handled trainer performance monitoring.
Process Trainer at Firstsource Solutions Ltd., Bhopal (2011-02 – 2013-03)
- Delivered customer care, retention, sales, and soft skills training programs.
- Conducted technical troubleshooting and upselling training initiatives.
Customer Service Representative at Firstsource Solutions Ltd., Bhopal (2008-09 – 2011-01)
- Handled Airtel broadband and fixed-line customer support operations.
- Managed technical and non-technical customer interactions.
