Saurabh Dhayani

SAURABH DHAYANI- saurabhdha ya ni@g mail.co m TRAINING & DEVELOPMENT SUMMARY A resulted oriented training manager with proven track record in developing & delivering quality training programs. An accomplished professional with expertise in creating & implementing sales, customer service & professional development programs to empower existing manpower with efficiency to meet organizational goals. Successfully tailored training nuggets to elevate bottom line performers as well as effectively sharpen acumen of first line managers to propel them beyond set performance yardsticks. Keen learner and observer with zeal to add new skills and acumen to his existing skill-set. Passionate about training methodologies and learner behaviours and create training modules. HIGHLIGHTS       Designed process modules to guide classroom training for new hire induction. Initiated SEED (Skill Enhancement for Employee Development) program to enhance supervisor skills. Design process document for (New Hire Induction Program) NHIP and modifying it to cater to organizational requirement. Executed project on nesting bay (0-15 days) which helped to increase sales conversion by over 8%. Created Train The Trainer Module and conducted platform skills workshop covering different training methodologies. Was part of a core team to re-strategize call flow which helped to reduce handling time by over 70 second. SKILLS Presentation & Training Delivery Content Development TNI & Data Analysis Cross Functional Coordination SAURABH DHAYANI W O R K E XP E R I E N C E Fe b, 2008 H CL B SERVE .   Sr. CCE Virtual Trainer Se pt, 2015 – Jul y, 2018 Naapt ol PVT Ltd . A ug, 2013 I-Ene r gi z e r PVT Ltd.     Sr. Trainer MANAGER – TRAINING 29 September 2015 – 27 July 2018 Lead Trainer AM Training Manager Training Naaptol Online Shopping PVT Ltd.  Responsible for driving performance for 2 centres with a team of 11 trainers and 1 Assistant Manager.  Responsible for training for different LOBs such as inbound sales, upselling, outbound sales, post sales, product troubleshoot etc.  Working closely with planning & HR team to obtain manpower projections for coming month.  Freeze NHIP calendar to ensure trainer allocation and timely transitioning of batches from training to production (post on job training )  Calibrate with hiring teams of different vendors over quality of hired resources.  Obtain trainee feedback on trainer as well as training infrastructure..  Maintain and publish training dashboards.  Coordinate with product merchandising team and different product category heads to ensure any new product being planned gets updated across floor.  Track performance of newly launched products. SAURABH DHAYANI Continued. . . . .  Plan product/ process refresher training for bottom line performers.  Update all training SOPs on monthly to ensure all process changes reflect in training documents.  Strong experience on delivery and development of behavioural, communication and leadership training modules.  Deliver skill enhancement workshops to initial and mid-level management.  Create presentations and process training SOPs.  Conduct weekly calibration between training, quality and operations to identify the gaps which are required to be filled.  Research and design content for soft skills workshops. Senior T rainer Aug 2013 to Sept 2015         New Hire Training Developing & Maintaining Training Modules Refresher Training Product Training Soft Skills Training – Sales Customer Service OJT Support – Training, Audit & Support Maintaining NHIP Dashboards Content Development  Entry Level Hiring Sr. Executive & V irtual T rainer Feb 2008 to Nov 2011      Worked as CCE for British Telecom and handled customer queries on billing. Worked on blended channels – Telephony & Emails. As a virtual trainer handled Induction batches Handled first line manager escalations as SME. Mentored OJT, audited calls & shared performance feedback. I-Energizer BPO PVT Ltd. HCL BSERVE SAURABH DHAYANI CERTIFICATIONS & ACCREDITATIONS Train The Trainer by Ajay Pangarkar (via Linkedin) Design & Deliver Training Program by Jeff Toister (via Linkedin) Becoming Confident Trainer (TAFE-SA) by Karen Turnbull and Peter Green Certified on Articulate Storyline 3 (via Linkedin) Training Facilitation Skills (internal workshop at HCL BSERVE) SOFTWARES & APPLICATIONS Microsoft Po wer Po int Articu late Story line Microsoft Exc el ACADEMIC CHRONICLE Degree Institute Board/University Year Class (%) B.com CSCE Delhi University 2004 General 12TH Laxman Public School CBSE 2001 67% 10TH Laxman Public School CBSE 1999 66% PERSONAL PROFILE Date of Birth: 18 Jan 1984 Linguistic Abilities: Hindi & English Hobbies: Reading, Listening To Podcasts, Photography and Travelling. Contact: - (Mob),-(e-mail ID) I hereby declare that all the information and statements given by me are correct and true to the best of my knowledge. Saurabh Dhayani