Alan Dsilva
Mumbai
Summary
Performance-driven Training Professional with 25+ years of experience. Results-oriented, well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment. Forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and strategically partnering with Operations to manage and grow profitable operations. Accomplished in strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands. Experienced in working with clients of various industries to set and run the overall Training Framework like: Healthcare, Utilities, Rail, Retail, Technical, Telecom, Banking, Government. Across US, UK, AUS, UAE geographies. Leading the Communication, Culture and soft skills team Pan India.
Overview
24
24
years of professional experience
Work History
VP, Training and Development
Teleperformance India
07.2023 - Current
- Implemented advanced data analytics tools to drive data-driven decision-making across all levels of the organization, leading to better business outcomes.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
- Established performance goals for department and provided methods for reaching milestones.
- Increased company growth through collaboration with sales and marketing departments.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Established performance goals for the department and provided methods for reaching milestones.
- Identified and solved issues with production, workforce and material sourcing to drive business objectives.
- Increased workflow by analyzing data and maximizing opportunities for improved productivity across several areas.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Led daily, weekly and monthly review, coaching and feedback sessions.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Implemented team plans, clarified roles of members and introduced new processes to boost quality across departments.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Managed teams of 150+ professionals focused on improving Training initiatives.
- Assessed skill gaps for employees in Operations and Training and developed training courses to meet identified needs.
- Conducted training courses and prepared videos for long-term use.
- Interviewed, supervised and motivated staff members to achieve optimal productivity.
- Aligned organizational objectives with company mission, increasing revenue, profit and business growth by collaboratively developing integrated strategies.
- Managed new employee orientation training process for more than 5000 employees each year.
- Decreased training time by designing effective new training programs.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Implemented new learning strategies depending upon employees' skill levels.
- Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
- Researched and obtained relevant course materials to achieve training objectives.
- Developed surveys to identify training needs based on projected production processes and changes.
Sr Director Training & Development
Teleperformance India
01.2019 - 06.2023
- Led cross-functional teams to successfully launch new products, meeting deadlines and budgets.
- Increased employee satisfaction, providing regular coaching and feedback sessions.
- Enhanced internal communication channels, resulting in improved information flow and decision-making processes.
- Established data-driven decision-making processes and implemented best practices in analytics to optimize performance across the organization.
- Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
- Streamlined operations for increased efficiency with process improvements and automation.
- Championed continuous improvement initiatives to drive operational excellence within the organization.
- Achieved departmental goals by developing and implementing strategic plans and initiatives.
- Implemented cost-saving measures through effective resource allocation and budget management.
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Boosted company reputation, consistently delivering high-quality products that exceeded customer expectations.
- Grew talent pool by actively recruiting top-tier candidates from diverse backgrounds while implementing robust training programs for skill development across all levels of staff members.
- Created an agile working environment, enabling rapid response to changing business needs without sacrificing quality or performance standards.
- Developed organizational capabilities through leadership development programs designed for current leaders as well as high-potential individuals identified within the workforce.
- Prioritized and allocated valuable resources to meet business targets.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Partnered with financial and customer operations teams to drive business transactions using customer data and Lean concepts.
- Met with department supervisors and provided staff support to attain organizational goals.
- Executed business plans and developed New age training tools to facilitate project initiatives, trainings, and administrative activities.
AGM Training
Intelenet Global Services
01.2017 - 01.2019
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
- Actively participated in team meetings, offering insightful suggestions that led to innovative problem-solving strategies.
- Participated in professional development opportunities to enhance skill set, contributing to overall intern growth and potential future employment prospects.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
- Facilitated successful completion of projects from concept to launch.
- Collaborated with senior management on new initiatives to build confidence.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Collaborated effectively with team members across departments, fostering a cohesive work environment conducive to accomplishing shared objectives.
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
Training Manager
Serco BPO
01.2013 - 01.2016
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Ensured seamless integration of new systems or process changes within the organization through comprehensive change management plans and stakeholder engagement activities.
- Spearheaded company-wide compliance initiatives, ensuring adherence to industry regulations through targeted employee education efforts.
- Reduced onboarding time for new hires through the development of effective orientation modules.
- Developed a competency-based approach to workforce development, aligning individual skillsets with strategic business objectives.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Mentored junior trainers and instructional designers in best practices for adult learning techniques and curriculum design methodologies.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Stayed abreast of industry trends and emerging best practices in talent development, ensuring the organization maintained a competitive edge in workforce capabilities.
- Strengthened interdepartmental communication and collaboration by facilitating cross-functional training sessions, fostering a culture of teamwork and mutual support.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
Assistant Manager - Training & Development
Intelenet Global Services
03.2009 - 01.2012
- Streamlined onboarding processes for new hires, resulting in decreased time to productivity.
- Supported the development of high-potential employees by creating tailored leadership development programs.
- Contributed to the design of innovative e-learning courses that provided flexible options for employee development.
- Implemented a train-the-trainer model that empowered team leaders to conduct ongoing internal skill-building sessions.
- Provided one-on-one coaching for employees struggling with specific job tasks or responsibilities, leading to improved performance.
- Collaborated with department managers to assess training needs and develop targeted solutions.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Participated in professional development opportunities so as to stay current on best practices in adult learning principles.
- Assisted Training Manager in recognizing top talent and developing succession plans to ensure organizational growth and continuity.
- Coordinated logistics for various training events, including scheduling sessions, booking venues, and organizing materials.
- Conducted regular evaluations of training effectiveness, making adjustments as necessary for continuous improvement.
- Assisted in the creation of a competency-based training framework, improving overall workforce skills.
- Maintained accurate records of employee training progress, ensuring compliance with industry regulations and company policies.
- Developed customized training materials and resources to address specific skill gaps within the organization.
Training Manager
Convergys India Services Pvt Ltd
04.2004 - 01.2009
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Ensured seamless integration of new systems or process changes within the organization through comprehensive change management plans and stakeholder engagement activities.
- Managed special events at conferences and trade shows.
- Spearheaded company-wide compliance initiatives, ensuring adherence to regulations through targeted employee education efforts.
- Created and implemented events to draw prospects to community.
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Identified and developed relationships with strategic partners.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Established clear, multi-channel communication plan based on brand goals and customer insights.
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
- Continually maintained and improved company's reputation and positive image in markets served.
- Mentored junior trainers and instructional designers in best practices for adult learning techniques and curriculum design methodologies.
- Oversaw preparation of marketing copy, images, videos, emails and other collateral.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Built and strengthened strategic relationships with vendors, advertising agencies and leading [Industry] partners.
- Managed budgets and resource allocation effectively, optimizing return on investment for all training initiatives undertaken by the department.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Facilitated leadership development workshops, fostering an environment of growth and self-improvement among management team members.
- Directed marketing projects through conceptual planning, schedule management and final implementation.
- Championed employee recognition programs, celebrating individual achievements and reinforcing the value of ongoing personal development.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
- Stayed abreast of industry trends and emerging best practices in talent development, ensuring the organization maintained a competitive edge in workforce capabilities.
- Considered business demands and customer preferences when developing pricing structures and marketing plans.
- Created engaging eLearning courses utilizing multimedia tools, enhancing accessibility to training resources for remote employees.
- Leveraged industry trends and competitive analysis to improve customer relationship building.
- Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
- Generated sponsorships with related and partnering entities to enhance marketing objectives.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Monitored and evaluated training performance to determine quality and cohesiveness.
Trainer
Stream Pvt Ltd
09.2002 - 01.2004
- Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Ensured consistent messaging across all training materials by adhering to corporate branding guidelines.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Improved employee performance by designing and implementing effective training programs.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Stayed current on industry trends and advancements, incorporating new techniques into existing training programs as needed.
- Oversaw the administration of online learning platforms, ensuring seamless user experiences for trainees at all levels.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Used ADDIE model to design training for New hire employees.
Web Designer and Software Trainer
Aver Software Solutions
01.2000 - 09.2002
- Streamlined website maintenance and updates through the implementation of content management systems.
- Conducted thorough user testing to identify areas for improvement in web designs, leading to enhanced user experiences.
- Ensured websites remained accessible across multiple devices by adhering to industry-standard coding practices for adaptive design.
- Provided ongoing support to clients post-launch, resolving any issues promptly and maintaining positive working relationships.
- Improved overall site aesthetics through the use of high-quality graphics, typography choices, color schemes, and layout principles.
- Contributed to company revenue growth by driving increased adoption rates through effective training initiatives.
- Evaluated participant progress and provided personalized feedback, ensuring optimal understanding and retention of key concepts.
- Adapted training style to meet the unique needs of various learning styles, fostering a positive learning environment.
- Partnered with product teams to stay informed of upcoming releases, integrating new features seamlessly into training curriculum.
- Facilitated hands-on workshops, empowering users to confidently apply their newfound skills in real-world situations.
- Increased client satisfaction by resolving technical issues promptly during training events.
- Conducted virtual and in-person trainings for geographically dispersed participants, expanding access to essential knowledge resources.
Education
Associate of Arts - Social Work
Finger Lakes Community College
Canandaigua, NY06.2002
Skills
- Team building
- Analytical and Critical Thinking
- Excellent Communication
- Strategic Planning and Coordination
- Interpersonal Communication
- Organization and Time Management
- Attention to Detail
- Teamwork and Collaboration
- Dependable and Responsible
- Decision-Making
- Multitasking Abilities
- Flexible and Adaptable
- Self-Motivated
- Operations Management
- Client Relationship Building
- Metrics Tracking
- Data Analysis
- Process Improvement
- Presentations
- Training and mentoring
Timeline
VP, Training and Development
Teleperformance India
07.2023 - Current
Sr Director Training & Development
Teleperformance India
01.2019 - 06.2023
AGM Training
Intelenet Global Services
01.2017 - 01.2019
Training Manager
Serco BPO
01.2013 - 01.2016
Assistant Manager - Training & Development
Intelenet Global Services
03.2009 - 01.2012
Training Manager
Convergys India Services Pvt Ltd
04.2004 - 01.2009
Trainer
Stream Pvt Ltd
09.2002 - 01.2004
Web Designer and Software Trainer
Aver Software Solutions
01.2000 - 09.2002
Associate of Arts - Social Work
Finger Lakes Community College
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