SAILESH BHATIA

• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Developed effective training plans based on department needs and objectives.
• Implemented diverse instructional methods, optimizing trainee engagement.
• Worked with vendors to customize courseware to accommodate business needs.

Conducted may workshops and training programs like:

• Synergize - Working Across Boundaries/Cultural Sensitivity and Inclusivity
• Work life balance, Stress Management and Wellbeing
• Successful Negotiations- Art or Science?
• Networking and Managing Upwards
• Leveraging on Emotional Quotient at Work
• Email Communication/Impactful Writing
• Design Thinking
• Creating Magic-Moments at work
• Sales Training for Associates

Head Reliance Market – Cash and Carry - 2013 -2020

• Established and delivered trainings across all levels (Operations/Behavioral/Functional) for 45 stores and over 8500 staff at Reliance Market, fastest growing Cash and Carry format of Reliance Retail.

Merchandising Academy - 2009 -2013

• Established the content for the Merchandising Academy catering to the Merchandisers at Reliance Value format

Training Head – Reliance Fresh/Super - 2006 -2009

• Have been part of National Team and been involved in designing Leadership Framework, Techno functional skills, matrix, mapping training requirements pan India.
• Drive training effectively across all functions, conduct Senior Leadership training, design and control entire training strategy, conduct & drive cultural sensitivity expatriate Training, design and drive L&D Plan for Reliance Retail and preparing training budgets.

• Training with Livewire Training and Management Services, a private company in Financial, Medical and Aviation businesses.
• Designing and coordinating their training needs in their new venture of Cabin Crew Training.
• Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
• Have been a very effective facilitator in conducting sessions for Medical Students; Doctors, Paramedics and other medical Staff.
• Retail Banking Mangers from Financial Institutions, Retail Industry for their shopping malls.

• Launched in April 2003, product, 3rd Generation Mobile Phone, incorporates all 3rd Generation features including Internet, Voice and Video streaming all using broadband technology.
• Hutchison Whampoa, Hong-Kong) –, (Business Skills/ /Employee Development/ Voice and Accent)
• 3 Global Services, a Captive Contact Centre for “3” - 3G Telecom company of Hutchison Whampoa in UK as a Soft-skills, Voice and Accent Trainer, handling Induction, Customer Service, Voice and Technical and all Employee Development projects for 4000 employees.
• Identified and proactively solved internal problems related to employee turnover by revamping training approaches.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Dashboard Designing Undertook responsibility of collating entire training Data and made meaningful dashboard for their monthly management reporting.
• Designing and Development specialized Department catering to Training needs of organizations.
• Developing content using Training Needs Analysis and Project management techniques to outline and design content to suit requirements of Customer Service Advisors, Team Coaches and Team Leaders.
• Graduated to Designing modules to enhance learning and development of advisor and team leaders in making them young managers.
• Organizing Outsourced Training for senior staff and mid management in organization.
• Regularly conduct in-house events and activities for to enhance creativity, motivation and Fun.
• Intranet Training Have enhanced knowledge of Customer Service Advisors by BEST PRACTISE SHARING.
• Have facilitated events to promote learning.
• Voice Training Advisors on their Accent and Customer Service skills with Cross Culture (English and Australian) training.
• Have trained over 600 advisors with classroom training and on floor.
• Assessing Advisors on their capabilities and their fitness on the production floor.
• Role-Playing with Advisors helping them through Call Flow techniques and processes.
• Supervising Advisors/Trainees on the job and correcting them on their voice, Soft-skills and product knowledge by Call Barging.
• Call barging, Interviewing, Floor and Operation Support, One on One Coaching and Feedback, Research and updating self and Advisors on the current processes

• Handling Customer Service, Voice and Technical projects. Incorporating techniques learnt with agents to neutralize native accents and improve listening and understanding of American English.
• Training agents on various queues: Email Support, Technical Support, Customer Support or Remote Assistance.
• Following up on agents who require recursive training and evaluating them based on International standards set by our parent company based in Carrollton, Texas, USA.
• In addition, facilitate HR and Training Department to conduct smooth training sessions for New Hires.
• Clients - Hewlett Packard, Gateway Computers, Cendant, MSN and Palm.

• ITES (Internet Technology Enabled Service) related training and Customer Relation Management curriculum (CRM) for executives to be trained for Call Centres and Contact Centres.
• Trainer over 2000 students from across various Contacts Centers from various organizations.
• Affiliated to Algonquin College in Ottawa, Canada.