Instructional Design Lead

• May 2018 - Present

Instructional Design Lead

• May 2018 - Present

Senior Instructional Designer

• Aug 2017 - May 2018

Senior Instructional Designer

• May 2016 - Jul 2017

Senior Instructional Design Analyst

• Apr 2015 - Aug 2015

Content visualizationCommunication and co-ordination with Subject Matter Experts (SMEs) and Customer Account Team (CAT) for understanding content and content reviewsCreation of Training Design Documents and storyboards (ILT and WBT Creation of dashboards and feedback trackers for CATWorked on tools such as User Productivity Kit (UPK) and CPB (Datango).

Senior Instructional Designer

• Sep 2013 - Jan 2015

Regular interaction with international clients and SMEs for creation, updation and delievry of content. Creation, updation and delivery of WBTs, ILTs and VCTs.Development of design documents, storyboards, assessments and practice scenarios.Internal Reviews including ID and media reviews.Working with support teams such as Media Team and Quality Team.

Consultant - Instructional Designing

• Nov 2011 - Sep 2013

• Experience in learning needs analysis including assessment of the learner profile & evaluation methodology.• Creation and delivery of Web Based, Computer Based and Instructor Led training and learning solutions.• Development of high-level design, storyboards, simulations, assessments and practice scenarios.• Development of Corporate and Educational content.• Providing direction to the Media and Web Development Team.• Co-ordination with clients and Subject Matter Experts (SMEs) for content acquisition, creation and delivery.

Deputy Manager

• Apr 2008 - Mar 2011

• Analyzing training needs and applying ID models, strategies & content development approaches• Developing functional & behavioural content for Customer Services & Sales• Content re-development and refinement to suit the business needs

Senior Executive

• Sep 1997 - Feb 2008

June 2006 – February 2008Senior Executive - Content Creation & Training Delivery Training needs identification(TNI) & Training Need Analysis(TNA) Editing, proof reading & developing content Developing and delivering individual training/coaching and instructional programs as per Client requirements Conducting trainings using various training toolsJune 2003 – May 2006Executive - Content Creation & Training Delivery Planning for every month’s content development & training for front end & back end employees on basis of TNI & TNA Call quality audits & call barge-in across the call center (as a part of TNI) to ensure that the information given to the end customer is correct, first time, every time, thereby resulting in Customer satisfaction Demonstrated excellence in handling a project by creating content for product/process and soft skills program & also conducting its training at partner location Distinguished efforts in helping the partner agencies increase their performance by conducting refreshers & certificationsJune 2002 – May 2003 Executive - Team LeaderAs a Team Leader, handled a team of 20 people in a Call Centre including monitoring the team performance in terms of their login hours, knowledge scores, rostering etc. VENDOR MANAGEMENT: Involved in smoothly transitioning and outsourcing of Bharti Airtel’s call centre. June 2001 - May 2002Executive - Query Resolution CellSeptember 1997 - May 2001Officer - Customer Care