SACHIN SACHDEVA

Sachin Sachdeva
Phone: 9811164564; E-Mail: sachinsachdevaosr@gmail.com

SUMMARY
Currently into a Senior Manager role with 14+ years of experience in all aspects of call center management
(Customer Service, Operations, Training , Quality) and team management, focusing on conceptualizing process
needs and translating them into viable functional solutions. Strengths include successful analysis and
problem-solving expertise, highly rated verbal and written communications skills, and proven lead experience.

Within the 11.5+ years of training role, have gained exposure in the entire gamut of Learning &
Development/Transactional training/Transition/ Project Management role that includes:-

ü People Development and Talent Management

ü Leadership Effectiveness and FLM learning roadmap
ü Grooming and Skill enhancement sessions across learner groups
ü Behavioral and Knowledge based trainings
ü Client Management and Customer Relationship
ü Process Revamping/mapping
ü Continuous Improvement and Process Excellence
ü Content Restructuring and Product Standardization
ü Knowledge Management and Process Excellence

Key competencies developed by virtue of experience from partnering with various Business verticals/divisions,
Corporate Functions, and Global Clients –

• Talent Development: Design and lead execution of Leadership Development Programs/Roadmap in the vertical
to build talent pipeline
• Learning & Development: Partner with business to identify and develop core leadership behavior and drive
content creation and training roll out
• Training Delivery & Content Design: Certified trainer to conduct global leadership development
sessions/workshops and partner in content creation based on adult learning principles
• Operational Excellence: Support and enable high quality service delivery and zero surprise environment for
clients through creating and implementing Process Training Management strategy. Drive good governance
rhythm with good senior leadership connect – internal and external
• Relationship Management: Engage with internal and global client stakeholders across levels to create win-win
strategy on talent development, learning & development, process training management
• People Leadership: Lead teams in various training functions and drive employee motivation, retention, and
career building
• Strategy Development: Integral part of the Operations and Human Resource strategy development group to
discuss and develop talent & learning strategy for the business
• Knowledge Transfer: Lead Knowledge Transfer for some of the most complex transitions across multiple
countries and markets. Worked closely with the clients to deliver effective and timely knowledge transfers –
(Green Belt certified on Transition project through BPMS methodology)
SACHIN SACHDEVA

CAREER HIGHLIGHTS
Current Organization: GENPACT
Designation: Sr. Manager – Learning & Development
Period of Service: September 2013 till date

Projects Undertaken:-
ü Talent Development/Leadership Effectiveness programs
• The Seven Habits of Highly Effective People
• Strategic Influencing
• High Impact Presentations
• Instructional Designing
• Jack Welsh – 4E’s and 1P
• Jim Collins – Good to Great
• Situational Leadership

ü People Development/Grooming Roadmap

• Front Line Manager and Process Trainer Effectiveness/Roadmap
• Grooming sessions for Process Developer and Management trainees

ü GURUKUL- In house Behavioral/Motivational training sessions

• Emotional Intelligence
• Proactive Behavior
• Building a Positive Attitude/Personality
• Self Esteem
• Problems are Opportunities

ü Knowledge/Skill based sessions

• Performance Management, Feedback and Coaching skills
• Presentation skills
• Effective Business Communication/Effective Emailing
• MS- Excel/MS- Power point

ü Project WOW HOW training interventions basis NPS feedback

ü Go Green Project- Product Standardization and Content Restructuring Few benefits :

• Standardized content for training
• Structured training material
• Self-paced trainings with minimal or no dependency on trainers
• New Hire Orientation and Learning Path designing

Job Responsibilities:-
ü Managing a team of process trainer, AM and Managers for various businesses, defining their roles and
delivery frameworks across all Hubs/processes
SACHIN SACHDEVA

ü Responsible for facilitating and supervising Behavioral and Knowledge based trainings for the
Leadership teams and across all learner groups
ü Conducting the Train the Trainer programs for training supervisors for different behavioral trainings
ü Responsible for developing and implementing training workshop/sessions :
• Emotional Intelligence, Proactive Behavior, Positive Attitude, Self Esteem, Problems are
Opportunities, Coaching and Feedback, Management skills etc
• Business Communication Skill Workshop, Soft Skills, Customer Service, Brilliant at basics etc
• Knowledge based trainings- Effective Emailing, MS- Excel, MS- Power point
ü Developing programs appropriate to the current and future needs of the individuals served –
• Deriving Will based needs on Potential/ performance inputs
• Designing individual learning and development plans for employees

Functional training /other responsibilities:-

ü Knowledge management ( Product Training ) practices
∙ Transition of new processes
∙ New Hire Training effectiveness and Nesting
∙ SOP Management and Cross Training
∙ Trainers Roadmap

ü Planning of New Hire Induction Batches/Development of Training Calendar/Designing of

Modules/Defining Training Timelines/scheduling of training Resource and the growth Plan for the
Employees across all processes
ü Integrating corporate level training initiatives in the businesses as relevant. Ex: Build, Gateway, FLM Up
skilling, Leadership Training Programs, Edu@Work programs
ü Handling compliance, ISAE & Internal Compliance training audits
ü Putting the Governance / review mechanism in place, with internal and external stakeholders

Prior Organization: SPANCO

Designation: Sr. Manager – Training & Development
Period of service: December 2012 to July, 2013

Managed four circles of IDEA- Delhi, Punjab, Rajasthan and Haryana for three LOB’s – Prepaid, Postpaid and Data.
Team Span- 40 Trainers, 4 team leaders and 2 DM’s

Job Responsibilities:-
Responsible for designing, implementing, and teaching staff to implement, training/support plan
o Conducting the Train the Trainer programs for training supervisors – IFDP certifications!

Responsible for conducting functional behavioral assessments, developing and implementing behavioral
support plans.
o Conducting and supervising behavioral trainings and all product and process training across all
learner groups.
o Communication Skill Workshop, Soft Skills, Telephone Etiquettes, Customer Service, leadership
trainings etc.
Conducting various Sales training for various platforms
Identifying training (TNI) needs by comparing current vs. required performance of employees.
SACHIN SACHDEVA

Prior Organization: AEGIS

Designation: Manager – Training & Development/Operations
Period of service: June 2010 till December 2012

Handled two circles for of Vodafone – UPW and JNK process for three LOB’s – Prepaid, Postpaid and Data, handled
through three sites- Noida, Srinagar and Luck now.
Team Span - 18 Trainers, 5 Quality auditors, 15 Team leaders and 3 AM’s across locations

Projects Undertaken and Achievements–

ü Process Revamp with the client – NVA’s reduction - Revamped the entire Lesson plan for NHIB twice,
which resulted in saving 19 hours of non value add training hours. In consultation with my team
members initiated various productive activities (Tagging Practice, Content Creation, Call Library etc)

ü The Rising Star Project- Accepted as a PAN India project. Shown remarkable improvement in the first month
performance of new associates on the floor.
• CSAT increased from 72% to 92% and CQ improved from 67% to 80%
• FE reduced from 20% to 7% and Tagging accuracy improved from 87% to 94%

ü Learning curve project - Presently core member of the Learning Curve Project team, which is working
towards reducing ACHT of New Hire Agents by 30% while on Floor and meeting Overall Business
requirement and profitability. Selected as the best practice in the history of UPW. ACHT of new hires
reduced from 240 to 165 seconds
ü Throughput Project - Core member of the central team which was responsible for consolidating team
views (Operations, HR, Training and Quality) and initiate activities for E-SAT resulted in improvement of
20% to 25%
ü Nominated twice for Aegis Ambassador Award within the organization

Trainings attended
∙ Operations Management
∙ People Management
∙ Leadership Through Quality
∙ HPMT ( High Performance Management training )

Job Responsibilities Training, Quality and Operations leader - Nesting team:-

o Managed a team of trainers, Training and Operations TL’s, AM’s and DM’s
o Lead a team of Quality professionals for Transaction Monitoring and process improvement
o Conceptualizing need based behavioral training modules for employee enhancement (
presentation skills, training skills, team briefing and motivational trainings
o Data Analysis and Root cause identification for process metrics
o BPMS Documentation and auditing compliance to laid down processes
SACHIN SACHDEVA

o Knowledge Management Initiative responsible for driving continuous improvement through

ideation culture
o Created focus on Client mandated KPI’s through a Performance level approach
o Created process FMEA and a Disciplinary guide lines and Control plan
o Ensured quality reporting and worked with Operations Manager to build a highly effective
measurement and reward systems based on empirical data
o Directly responsible towards fostering the development of the team by motivating them and
ensuring career advancement and a long-lasting and fruitful relationship of the team with the
company through feedback and counseling.
o Establishment of process to drive CSAT real time on the floor basis its correlation with other
influencing factors in the Transaction Monitoring Form
o Implemented a process that ensured Aegis Q0 team consistently topped the charts on Quality
scores amongst all other service providers for one of the largest telecom account
o Review program plans to establish appropriate quality assessment (metrics planning) and
improvement methodology.
o Build other initiatives like: setting up right metrics to measure the process performance,
automation initiatives, Failure modes elimination, Early warning systems etc.
o Managing regular Internal & External Client Interaction along with regular performance reviews
with the Process Owners
o Assisting process manager in compiling the weekly, fortnightly and monthly presentations
o Ensured adherence to training processes, training schedule, training timelines and accuracy of
training material defined by the client

Prior Organization: WNS Global Services

Current Profile: Sr. Trainer/ Sr. TL
Duration: December 2006 – May 2010

Majorly contributed in transitioning of Two processes (Avon- ACS and CS) from United States.
Conduct product, process and soft skill training for various processes including training of new as well as
existing employees.
Achievements –
ü Best Trainer for 2 Quarters in March 2007, January 2008, October 2008 and December 2009
ü Rewarded as the Most Popular Trainer
ü Involved in Transitioning of 2 processes AVON, ACS (Account Services) from Mumbai to Gurgaon and
Customer Services from US to Gurgaon

Projects Undertaken –
ü Lean
ü Leap – Leadership Excellence Achievement Program.
ü WCT – WNS Certified Trainer
ü Process Revamp with the client- For ACS and CS

Job Responsibilities:
ü Conducted performance evaluation within training and give feedback to trainees
ü Assisting process manager in compiling the weekly, fortnightly and monthly presentations
ü Ensured adherence to training processes, training schedule, training timelines and accuracy of training
SACHIN SACHDEVA

material defined by the client

Prior Organization: Vodafone (Fin edge)

Designation: Assistant Manager
Period of service: March – November 2006             
ü Joined as a Team leader and later promoted as an Assistant Manager
ü Handled team of 7 Team Leaders in turn they handle 15 to 20 associates
ü Assisting process manager in compiling the weekly, fortnightly and monthly presentations
Achievements -
ü Awarded as the Best Assistant Manager Award
ü Handled entire process for 4 months without a manager

Prior Organization: Convergys India Services Pvt. Ltd.

Designation: SR. CCO
Period of service: Feb 2004 - Dec 2005 
PROCESS: CAPITAL ONE (US), NCAC (NATIONAL CONSUMER ACCUSATION CENTER) & AT&T
WIRELESS                            
Achievements -
∙ Promoted as Subject Matter Expert.
∙ Consistent performance as Exceeding Expectations (EE) scores.
 
Technical Qualification/Skills: 1-Year (EDAST) Diploma in Software Technology from CMC ltd. Proficiency in all
commonly used computer applications like MS-Office, word, XL, Power point.

Educational Profile:-

∙ 2003-2005       M.B.A (PGDMA) from Symbiosis in Sales and Marketing

∙ 1999-2002       Graduate in Commerce from Delhi University
∙ 1999                Pursued Higher Secondary from Summer Fields School 

DATE OF BIRTH: 17th December 1981

REFERENCES & DOCUMENTATION AVAILABLE ON REQUEST