RESUME’

Gaurav Bhardwaj Senior Manager with Training Delivery at Convergys India Pvt Ltd, GurgaonPhone: 7838111125Email: gauravbhardwaj0812@gmail.com__________________________________________________________________________________________________

Summary of Professional Experience

Total Work Experience: 11 years and 9 months

Senior Manager, Training Delivery, multi-vertical- Nov’14 till date

Training Delivery Manager for Cable and Financial - Aug’12 till Nov’14

Manager Operations, Early Tenure Performance - Dec’10 till Aug’12

Sr. Team Leader - Jun’09 till Dec’10

Team Leader - Nov’07 till Jun’09

Quality Evaluator - Nov’06 till Nov’07

Customer Care Associate - Apr’04 till Nov’06

Current Role: Senior Manager, Training

Scope:

As Sr. Manager, Training I oversee implementation of all training processes and ensure the delivery and facilitation of adult classroom training in support of client and programs to ensure superior workforce preparation for multiple clients. I am also required to maintain ongoing partnerships with other business and resource units focused on reducing costs and continual performance improvement.

Principal Duties and Responsibilities:

Oversee new hire, continuing education, program specific training, management development training, leadership development training and other training as needed by the business across assigned sites

Accountable for the successful execution of training needs including resource planning, measuring program training effectiveness, and managing trainer attrition across assigned sites

Initiate and facilitate client conversations as necessary Develop and cultivate partnership with other business units, resource units, and clients

Utilize effective presentation and facilitation skills for identified client-specific content including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities to include both a live and a virtual classroom training

Responsible for ensuring the implementation and compliance of all training standard operating procedures

Responsible for day-to-day functional supervision of the assigned training management team providing coaching and developmental feedback

Leading and/or participate in continuous improvement initiatives as applicable including identifying and communicating areas for organizational, training, and curriculum opportunities

Demonstrate effective, consistent communication with managers, peers, and other leaders within the business and resource units - including active participation in client activities as requested

Accountable for achieving individual and organizational training performance metrics Manage utilization of self and staff across accounts and programs to reduce cost of training activities Responsible for selecting, training, developing, and managing performance of training management

staff; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work

Develop strategies to ensure that training department staff have adequate tools, techniques and methods to deploy best in class training to support programs

Drive data analytics to link training facilitation and curriculum effectiveness to performance and operational processes

Details- Roles and Responsibilities of previously held profiles:

Training Delivery Manager:

Oversee new hire, continuing education, program specific training, management development training, leadership development training and other trainings as needed by the business

Accountable for the successful execution of training needs including resource planning, measuring program training effectiveness, and managing trainer attrition

Initiate and facilitate client conversations, as necessary Develop and cultivate partnership with other business units, resource units like Recruitment, Operations, Human

Resources and Quality Utilize effective presentation and facilitation skills for identified Convergys-specific content including creative

training techniques and adult/accelerated learning techniques using a variety of training delivery modalities Responsible for day-to-day functional supervision of the assigned training management team providing coaching

and developmental feedback Accountable for achieving individual and organizational training performance metrics Responsible for selecting, training, developing, and managing performance of training management staff;

providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work Responsible for Communication Coaching support to agents in Training and Operations Organize and lead Training and Communication Coaching weekly and monthly reviews with Recruitment and

Operations Tailor solutions for operational needs and support with insights and resources

Manager Operations, Early Tenure Performance:

Responsible for checking operational fitment of candidates sourced by Recruitment for different lines of businesses

Partner with Training Delivery to ensure smooth and effective New Hire training and mitigate challenges Work closely with Recruitment to ensure steady supply of quality associates thus securing better early tenure

retention and strong performance Accountable for New Hires’ first month’s performance on key metrics as well as retention Organize weekly reviews and calibrations between Recruitment, Training and Operations Relay critical operational insights to Training for better New Hire performance and speed to proficiency

Sr. Team Leader/Team Leader:

Responsible for team’s performance on program goals on metrics that matter Develop skills and motivate customer care associates Mentor selected Team Leaders to help improve performance both within and outside programs supported Partner with supervisor(s) in strategic planning to ensure operational excellence and sustenance Represent site in various client forums

Quality Evaluator:

Monitor and evaluate a sampling of inbound and/or outbound calls Report results of evaluations to appropriate Quality/Operations stakeholders Provide feedback and identifies staff training and developmental needs Facilitate calibration sessions with Quality Leadership staff, Operations, Program Management and clients to

ensure scoring consistency and best practices Maintain basic knowledge and understanding of client products and services Support management focus on review of key drivers, metrics and operational processes (including Training) that

drive Balanced Scorecards and account profitability goals

Achievements

Awarded as Annual Legend Manager for 2013 & 2014

Awarded Annual Ace as Sr. Team Leader for 2009

Awarded Annual Ace as a Team Leader for 2008

Won multiple Quarterly Knight awards as a Team Leader for both agent retention and teams’

performance

Recorded highest number of direct reports’ promotions as a Team Leader in my program

Educational Qualification

Masters in Commerce

Personal Information

Date of Birth: 8th Dec’82

Marital Status: Single

Mailing Address: 37, Adarsh Apts, Sec 3, Pocket 16, Dwarka, New Delhi-75

E-mail Address: gauravbhardwaj0812@gmail.com

Hobbies: Music, cooking and riding motorcycles

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