Master Trainer – Healthcare Sales & Compliance - Startek (for Star Health Insurance)
(2024-06 - 2025-06)
- Led end-to-end regional training delivery for Managers, Trainers, Team Leaders, FOS, TSOs, SMEs, and QA teams across multiple locations.
- Delivered health insurance product, sales, objection handling, and compliance training — directly improving conversion rates and policy persistency.
- Conducted Training Need Analysis (TNA), certification programs, refresher training, and structured OJT at field locations.
- Partnered with Sales & Operations leaders to enhance quality scores, regulatory adherence, and customer experience KPIs.
- Served as capability coach for frontline leaders and new trainers, building a high-performance training culture.
Coach – Communication & Behavioural Excellence - Planet Spark
(2023-01 - 2024-05)
- Delivered high-impact coaching sessions on communication, confidence-building, and executive presence for diverse learner profiles.
- Deployed structured assessments and Individual Development Plans (IDPs) to track and improve learner outcomes.
Senior Facilitator – BFSI & Field Sales Training - Bandhan Konnagar (Non-profit precursor to Bandhan Bank)
(2019-11 - 2022-09)
- Delivered BFSI sales, microfinance, and NBFC process training to frontline staff and trainers across East India.
- Designed session plans, training content, and assessments; conducted field coaching and quality audits.
- Supported large-scale workforce readiness programs under CSR initiatives.
Senior Facilitator - TATA Sustainability Initiative Trust
(2018-09 - 2019-09)
- Delivered regional skill-development and placement-linked training programs for underserved communities.
- Trained candidates on sales, customer handling, BFSI basics, digital literacy, and financial literacy.
- Coached learners and trainers, improving retention, confidence, and employability metrics.
Project Coordinator & Trainer - RSA (for Hindustan Unilever Ltd.)
(2017-09 - 2018-08)
- Conducted sales and product training for FMCG field promoters across the region.
- Led field visits, onboarding support, ride-alongs, and quality review sessions.
- Collaborated with client stakeholders to ensure execution excellence and brand compliance.
Soft Skills Trainer & Centre Manager - Anudip Foundation for Social Welfare
(2014-10 - 2016-07)
- Managed end-to-end centre operations including training delivery, administration, mobilization, and placements.
- Delivered training on communication, digital literacy, workplace readiness, and professionalism.
Executive – International Health Insurance Claims - Wipro Ltd.
(2013-10 - 2014-09)
- Processed and adjudicated US health insurance claims, ensuring accuracy, compliance, and documentation integrity.
- Developed deep understanding of healthcare workflows, policies, and quality standards.
Process Trainer & Subject Matter Expert - Utsav Fashion Pvt. Ltd. (E-commerce)
(2011-03 - 2013-07)
- Led product, process, and operations training across e-commerce functions: supply chain, logistics, vendor management, customer service, and backend operations.
- Designed and delivered role-based training modules to accelerate onboarding, improve productivity, and reduce operational errors.
- Mentored new hires and team members; supported supervisors in capability building.
Communicative English & BPO Trainer - Orion Edutech (formerly Orion Calltech)
(2010-01 - 2010-12)
- Designed and delivered training programs on communicative English, voice & accent, personality development, and workplace readiness.
- Conducted mock interviews and competency evaluations; led initial interview screening rounds.
Customer Care Executive - IBM Daksh
(2008-08 - 2010-01)
- Managed international inbound and outbound customer interactions with focus on query resolution, technical troubleshooting, and SLA adherence.
- Built foundational expertise in CRM systems, process adherence, and customer experience excellence.
