Experience

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  Jadeite Ventures

  • Kuwait City, Al Asimah, Kuwait

  • Group Human Resources Manager

    • Feb 2023 - Present
    • Kuwait City, Al Asimah, Kuwait

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  Landmark Group

  • Kuwait

  • Senior Learning and Development

    • Oct 2019 - Jan 2023
    • Kuwait

    Learning and DevelopmentHuman Resources

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  INTERNATIONAL TECHNICAL COLLEGE of Muhayil - Asir (KSA)

  • Saudi Arabia

  • Head - Learning and Development

    • Aug 2016 - Jul 2019
    • Saudi Arabia

    Managerial Activities• Rendered support to the academic director in planning and implementing strategies for resolving operational issues of the department; assessed and implemented various process improvement initiatives based on identified deviations aimed at enhancing operational efficiency• Managed day to day administrative aspects of the department aimed at maintaining seamless operations in compliance to organizational policies and procedures; designed and documented learning and development related policies and procedures (SOP) and implemented the same in day to day operations• Conducted internal assessments, formal observations of the department staff and managed external assessments and logistics based on operational requirements• Prepared and presented department term reports to the senior management and other stakeholders to enable effective decision making• Assisted in interviewing candidates L&D Operations• Spearheaded team efforts related to managing trainers, designing training materials and maintaining updated drive system and student archive• Set up and aligned L&D initiatives and continuing development plan for the employees across the plants to organizational long term vision; prepared and presented training and learning quality plans, acquainted new staff with organizational policies and procedures• Maintained updated status related to dates, register of students, lists, classroom allocation, schedules, technical issues in PC labs; conducted training sessions for trainers and students based on assessments• Designed and implemented L&D solutions based on identified training needs of various groups; assessed and enhanced effectiveness of solutions based on interaction with users• Coordinated with training champions across different groups for seamlessly implementing various training projects; set up effective learning and training assessment system to ascertain effectiveness of learning outcomes

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  Landmark Group

  • Saudi Arabia

  • Assistant Learning and Development Manager

    • Jul 2012 - Jul 2016
    • Saudi Arabia

    Operations & Admin• Designed and implemented training materials for the company based on identified training and development requirements of the organization• Set up training and development programs based on organization’s and the individual’s requirements; guided team members in conceptualizing training title based on statutory requirements• Prepared and presented monthly and quarterly training plans and organized training sessions approved by the higher authorities• Realigned training programs to changing market dynamics and other related factors; guided line managers and supervisors in resolving specific training issues• Assessed competency of individual employees and developed effective training plans; organized refresher course for the employees based on identified training needs; partnered with the human resource department in designing employee satisfaction programs and training materials, preparing and maintaining updated Induction Employee Workbook Training & Development Management• Conducted store visits to ascertain effectiveness of trainings; selected internal and external trainers for delivering the training modules• Interacted with functional and category managers for identification and evaluation of training requirements and rendered inputs to the corporate learning & development team• Prepared and maintained updated annual and monthly training calendars for the territory in consultation with the Head – HR and ensured dissemination of calendar to the territory• Set up database for maintaining accuracy in records and reports to corporate learning & development team; conducted research on new and latest techniques for possible inclusion into existing training process

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  Al Qabas Assurex

  • Kuwait

  • Assistant Manager Training

    • Jan 2011 - Mar 2012
    • Kuwait

    • Involved in management of training materials of the company, designing and developing training and development programs based on identified training and development needs of the organization• Set up programs based on approved monthly and quarterly training plans; realigned training programs to changing market dynamics and other related factors• Guided managers and supervisors in resolving training related issues and in identifying competency of individual employees for recommending training sessions• Managed administrative aspects related to scheduling trainers and conducting audits on training sessions of individual trainersSignificant Achievements:• Successfully enhanced productivity by 7% (increase in customers handling from 200 customers to 300 customers and inquiries from 40 to 70 per day) and customer satisfaction rate by 10% (70% to 80%)• Selected to assist the management in designing qualitative presentation and securing German Embassy contract for 3 years in 2011• Acknowledged for delivering 4 modules in a year, increasing feedback scores from 6 to 8 and employee satisfaction scores from 6 to 9 in a year

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  Sutherland Global Services Pvt. Ltd.

  • Mumbai Area, India

  • Senior Technical Trainer (Dell Globally Certified)

    • May 2007 - Aug 2010
    • Mumbai Area, India

    • Organized training sessions for the floor teams on subjects like technical updates (hardware & software), hygiene metrics, alerts of the process, policy updates, basics of computer hardware, software and peripheral troubleshooting• Guided new hire batches on software training (Windows Operating System Reinstallation – Win ME, Win XP, Win Vista and Win 7); participated in process training, tools navigation training, quality parameters, hygiene metrics, alerts of the process and communication skills on hands-on practice of tools and how to speak with American Customers• Defined and implemented sales training strategy and aligned training solutions to agree KPI’s in coordination with the sales head• Assessed effectiveness of sales training provision against company requirements; rendered support to four teams of inbound agents (Quality Parameters) for “Dell” U.S. home customers• Audited calls of the inbound agents to give feedback on real-time basis to enable agents to maintain quality parameters on all calls based on client’s requirementsSignificant Achievements:• Graduated from the position of Senior Technical Support Executive to Quality Analyst and subsequently to Dell Globally Certified Process Trainer during tenure with the organization• Partnered with the Operations Team to conduct final round of interviews due to high volume; interviewed and selected 35 candidates for product training• Organized training session for 16 university graduates to start career with Dell Indian Technical Support• Rated as Best New Hire Trainer Quarter 1 FY 2011 for enhancing feedback score to 8.5 from 7 and quarterly trainees from 50 to 58

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  Zenta Technologies Pvt. Ltd.

  • Mumbai Area, India

  • Sr. Customer Relationship Associate

    • Nov 2005 - Dec 2006
    • Mumbai Area, India

    Started working as a Customer Relationship Associate and was promoted to next level after 6 months as a Sr. Customer Relationship Associate based on good performance.Take Calls for four hours, audit calls of New Hire Agents and give feedback on real time basis.Trained the New Hire Batches for the quality parameters, hygiene metrics, how to take inbound call and solve the queries regarding credit cards & alerts of the process.Also Handled Escalation Calls of Irate/Dissatisfied Customers.Collate the data of the agents At the End of the Day & forward it to the reporting Team Leader & Manager.

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  Asmita Group of Companies

  • Mumbai Area, India

  • Coordinator

    • Jul 2004 - Oct 2005
    • Mumbai Area, India

    Worked as a Customer Service Agent& was promoted to next level after 6 months as a Coordinator.Monitor & control the cash requirement for the company to minimize cash amount in cash box.Preparation & maintenance of cash related documentation.Receiving payment from customers & depositing the cheque’s /cash in bank.Handled enquires and financial assets of the sister consult company in Romania.Handled all type of issues related to computer which may lead to hardware and software changes.