Kiruthika Sudharshan

Learning & Development professional with 18+ years in BPO and corporate environments, with training, coaching and performance enablement built into every role.

Strengths: soft skills, communication and spoken English training, new hire training (NHT) and nesting, training needs analysis (TNA), call quality monitoring and coaching, SumTotal LMS content curation and post-training evaluation. Delivered a government-sponsored English & Employability Skills program to 100+ college students (2025). Available immediately for Soft Skills Trainer, Communication Trainer, Process Trainer and Learning Operations roles.

Planned Career Break – Upskilling & Freelance Training Delivery at Freelance Training Delivery (2023-06 – Present)

• Completed 8 professional training programs and certifications in Instructional Design, NLP, CBT coaching, Emotional Intelligence, performance coaching and Lean Six Sigma.
• Delivered a 9-week English & Employability Skills program (Jan–Sep 2025) under the Tamil Nadu Government Skill Development initiative to 100+ college students: spoken English, workplace communication, soft skills and career readiness.
• Designed a 2-hour activity-based PoSH awareness training session; applied coaching, active listening and emotional intelligence frameworks in volunteer community sessions; kept current on L&D trends, eLearning tools and instructional design.

Team Leader – Retail & Manufacturing BU (MINT) at Cognizant Technology Solutions (2022-10 – 2023-03)

• Led 28 associates (7 direct reports): performance, KPIs, goals, monthly and 1-on-1 reviews; presented report insights to senior management.
• Streamlined workflows and handled competitor product-matching to improve data quality for AI feed processes.

Learning Consultant – Corporate L&D Academy at Cognizant Technology Solutions (2021-11 – 2022-08)

• Conducted TNA and planned learning programs for multiple business units; launched an 8-week self-paced MS Power BI program with SME-led sessions for Global Finance – Internal Audit.
• Built a skill-based solutions catalogue and 'Skill Up' goal statements; analyzed post-training feedback; processed certification requests and maintained MIS reports.

KPoint Video Admin – Academy ID COE at Cognizant Technology Solutions (2021-02 – 2021-11)

• Managed the K-Point video lifecycle (review, approval, cataloguing, QA, metadata); edited training videos in Camtasia and Adobe Captivate.

Learning Content Curator – Academy SMO QRT at Cognizant Technology Solutions (2019-05 – 2021-02)

• Created and managed learning catalogs in SumTotal LMS; resolved Global Service Desk queries, prepared checklists and quick-reference guides, and reduced TAT; promoted to Associate (Oct 2019).

Associate Demand Manager – CMT BU Content Service Centre at Cognizant Technology Solutions (2018-08 – 2019-02)

• Reviewed vendor estimates, managed PO creation and approvals, and liaised between vendors and clients for on-time delivery.

Acting Team Lead – Service Desk, Retail & Manufacturing BU at Cognizant Technology Solutions (2017-08 – 2018-06)

• Led 8 associates: daily operations, SLA adherence and service quality; maintained SOPs and training manuals; delivered needs-based training; monitored calls and compiled monthly reports; handled client onboarding and escalations.

Process Specialist (SME) – HRIS & Payroll, Finance & Accounting BU at Cognizant Technology Solutions (2015-07 – 2017-04)

• Designed and delivered communication skills and spoken English training for call support associates; authored training manuals; ran quality checks on Payroll and Time & Attendance; facilitated the Electronic I-9 transition with SLA process controls.

Process Specialist (SME / Transcriber) – Property Insurance at Cognizant Technology Solutions (2014-09 – 2015-05)

• Transcribed audio accurately, conducted internal audits, shared product knowledge and exceeded performance metrics.

Call Quality Analyst – Healthcare (Clearinghouse Client) at Cognizant Technology Solutions (2011-10 – 2014-09)

• Improved Quality and CSAT scores through call monitoring, coaching, feedback frameworks and performance plans; designed Quality Orientation programs for new hires, led group training with SMEs and Trainers, and built quality feedback sheets and call flow metrics.

Quality Analyst – Call Centre at Secova eServices Pvt. Ltd. (2007-03 – 2011-03)

• Monitored calls against QA standards, analyzed CSAT and FCR, delivered Quality Orientation training for new hires and coached CSRs on performance metrics.
• Deputed to the client site in the USA for the transition process: supported client employees through health and welfare plan enrolments and contributed to knowledge transfer of call centre and quality processes to the India office.
• Handled escalations using conflict resolution skills; prepared and presented quality reports to management.

Senior Customer Support Executive at Sutherland Global Services (2006-05 – 2007-02)

• Handled inbound support for a Canadian telecom provider, resolving escalations; initiated language escalation coaching and new hire mentoring that reduced misunderstandings and improved FCR.

Sales Associate at Dell International Services (2004-12 – 2006-04)

• Handled inbound sales calls for Australia, UK, USA and Canada markets; met sales and quality targets.

Biology Faculty (Part-Time) at P.S.B.B. School (2002-06 – 2004-05)

• Taught Biology to grades 9–10 using varied methods; designed assessments and worksheets, building early learning-material design skills.

Master in Human Resource Management – Loyola College (Pondicherry University) Twinning Programme (2001 – 2008)

M.Sc. in Botany – Annamalai University (2002 – 2004)

B.Sc. in Botany – Stella Maris College, Chennai (Madras University) (1998 – 2001)