Monika Thakur

Results-driven Learning & Development professional with 5+ years of experience driving advisor performance through Consultative Sales Training, Executive Pitch Certifications, and rigorous Call Quality Auditing in high-ticket, fast-paced environments. Proven track record of achieving 97% NHT throughput, 4.8/5.0 learner satisfaction scores, and 95%+ training completion rates across PAN India and global geographies (US, UAE). Adept at designing Scenario-Based Certifications for senior executive personas, conducting CTQ feedback-driven call audits (Pitch, Hygiene, Compliance), and translating Quality Audit scores into measurable L2A and A2PA conversion improvements.

Experienced in LMS administration (Docebo), Power BI dashboards, CRM & call-monitoring tools, and stakeholder reporting to C-suite leaders. Targeting the Senior Associate / AM – Training & Quality role at Emeritus to drive Sales Enablement and conversion growth across SEPO, Online Certificates, and Bootcamp portfolios.

Senior Associate – Learning Operations - Innovaccer Analytics Pvt. Ltd. - Noida

(2024-01)

Training Delivery, Sales Enablement & Pitch Certifications

• Planned and delivered Sales Enablement programs — including classroom, virtual, on-floor, and blended learning — for 1,200+ employees across PAN India, US & UAE using Consultative Sales frameworks tailored to senior executive personas.
• Designed and facilitated Executive Pitch Certifications using Scenario-Based Certifications; evaluated advisors on persona-based pitch quality, objection handling, and high-ticket conversation skills — directly aligned to Emeritus's CTQ framework.
• Managed New Hire Training (NHT) end-to-end, achieving 100% throughput rate from Day of Joining to Certification Day; implemented structured go-live support to drive the First App milestone within the target window.
• Coached Bottom Quartile (BQ) and sub-90-day advisors through targeted 1:1 floor sessions, scenario role-plays, and PTT analysis, driving quarter-on-quarter performance consistency and L2A improvement.
• Executed 30+ international workshops for 500+ participants on onboarding, compliance, and technical upskilling with 100% schedule adherence.
• Conducted structured call-quality audits benchmarking advisor conversations against Pitch, Hygiene, and Compliance standards; produced CTQ feedback reports enabling targeted coaching interventions.
• Ran regular calibration sessions with HODs and SMEs to align Quality Audit scoring with floor averages and business benchmarks — ensuring evaluator consistency and fairness.
• Designed pre/post-training assessments with stakeholder-defined pass criteria; tracked A2PA trends, identified learning gaps, and triggered refresher cycles to close performance deficits.
• Coordinated 40+ SMEs for content certification and periodic audits, maintaining curriculum relevance and quality against rapidly evolving SOPs.
• Produced structured KPI reports (completion rates, engagement, satisfaction) for HR, Finance, and senior leadership within 48 hours of training sessions.
• Engineered automated Power BI dashboards tracking compliance training completion, LMS utilisation, and engagement for 1,200+ employees — reducing manual reporting by 30% and enabling monthly C-suite reviews.
• Led Annual and rolling TNI cycles using surveys, leader inputs, CSAT scores, and performance data; conducted mid-year recalibration to align learning with shifting revenue goals.
• Managed Jira-based ticketing workflows with a 95% SLA resolution rate; collaborated with Revenue Team and POD Leaders to optimise process flows and learner journeys.
• Oversaw global onboarding for 50+ monthly hires (US, India, UAE), ensuring 100% compliance with regional labour laws and internal audit protocols.
• Leveraged AI-powered dashboards to present unified L2A, A2PA, and engagement insights to Business and Finance stakeholders for data-driven L&D investment decisions.

Program Coordinator - Nana Science and Technology Consortium - Noida

(2021-08 - 2024-01)

• Facilitated 30+ international workshops for 500+ participants — managing end-to-end logistics, technical execution, and post-event quality reporting.
• Directed cross-functional collaboration between IT, Product, and Content teams to enhance digital course delivery and learner engagement using instructional design best practices.
• Managed program budgets and cost-optimisation strategies, reducing operational spend by 15% without compromising training quality.
• Forged strategic relationships with operations leaders, SMEs, and external partners, aligning educational projects with global industry standards.
• Acted as primary consultant to internal and external stakeholders — showcasing strong analytical thinking, agility, and change management.

Master of Science - Biotechnology - Chandigarh University (2020-06)

Bachelor of Science - Biotechnology - Hans Raj Mahila Maha Vidyalaya (2018-06)