• Led nation-wide operations, achieving a remarkable growth of 120% within a span of two years
• Spearheaded the development and successful implementation of subscription video-on-demand over-the-top streaming products
• Improved employee retention by implementing a new internal communications methodology and restructuring employee benefits
• Utilized talent management tools and talent roadmaps to support learning plans and the business area's learning and talent strategy
• Analyzed learning needs, identified knowledge gaps, and provided effective solutions to address business requirements through tailored learning plans
• Developed new curriculum content, conducted research, and maintained/upgraded existing curriculum
• Recommended effective solutions for addressing learning needs and gaps
• Recommended approaches and improvements for specific learning programs while identifying and recruiting subject matter experts and facilitators
• Collaborated with function Points of Conta

• Collaboratively partnered with Operations and support functions to establish and define knowledge management and training requirements, goals, and strategies.
• Successfully collaborated with stakeholders to achieve operational metrics on the site level.
• Strategically planned and executed new workflows within client-specified timelines, maintaining a 100% training throughput and first pass yield (FPY).
• Oversaw a team of 22 trainers, providing supervision and guidance for training deliverables, including onboarding, new hire/refresher training, and on-the-job training support for the Hyderabad site (HC 1700+).
• Developed client-specific policies and ensured their effective dissemination and implementation.
• Managed access to the knowledge management system, coordinating maintenance and audits of training content and knowledge-related documents.
• Conducted knowledge management audits with 100% accuracy, identifying and implementing quality improvements.
• Initiated a tail

• Oversaw a team of 5 trainers, responsible for assigning batches and monitoring training procedures
• Published and distributed training calendars and reports, tracking training throughput, compliance, and training dashboards
• Developed and documented technical best practices to optimize training efficiency
• Assisted floor leads and trainers in identifying areas for improvement, creating action plans to enhance key client metrics
• Provided third-level supervision and on-call support for critical issues, ensuring a smooth transition into production with CSAT scores exceeding 95%
• Conducted compliance checks on all training materials to evaluate Trainer and Trainee performance
• Conducted second-level BVC checks for new hires, guaranteeing full compliance
• Coordinated and supported various teams and groups in organizing training programs within the organization
• Served as the initial point of contact for concerns raised by associates and trainers, maintaining employee sati