1. RESUME’
GauravBhardwaj
Senior Manager with Training Delivery at Convergys India Pvt Ltd, Gurgaon
Phone: 7838111125
Email: gauravbhardwaj0812@gmail.com
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Summary of Professional Experience
Total Work Experience: 11 years and 9 months
Senior Manager, Training Delivery, multi-vertical- Nov’14 till date
Training Delivery Manager for Cable and Financial - Aug’12 till Nov’14
Manager Operations, Early Tenure Performance - Dec’10 till Aug’12
Sr. TeamLeader - Jun’09 till Dec’10
Team Leader - Nov’07 till Jun’09
Quality Evaluator - Nov’06 till Nov’07
Customer Care Associate - Apr’04 till Nov’06
CurrentRole: SeniorManager, Training
Scope:
As Sr. Manager, Training I oversee implementation of all training processes and ensure the delivery and
facilitation of adult classroomtraining in support of client and programs to ensure superior workforce
preparation for multiple clients. I am also required to maintain ongoing partnerships with other business and
resource units focused on reducing costs and continual performance improvement.
Principal Duties and Responsibilities:
 Oversee new hire, continuing education, program specific training, management development training,
leadership development training and other training as needed by the business across assigned sites
 Accountable for the successful execution of training needs including resource planning, measuring
program training effectiveness, and managing trainer attrition across assigned sites
 Initiate and facilitate client conversations as necessary
 Develop and cultivate partnership with other business units, resource units, and clients

2.  Utilize effective presentation and facilitation skills for identified client-specific content including
creative training techniques and adult/accelerated learning techniques using a variety of training
delivery modalities to include both a live and a virtual classroomtraining
 Responsible for ensuring the implementation and compliance of all training standard operating
procedures
 Responsible for day-to-day functional supervision of the assigned training management team providing
coaching and developmental feedback
 Leading and/or participate in continuous improvement initiatives as applicable including identifying
and communicating areas for organizational, training, and curriculum opportunities
 Demonstrate effective, consistent communication with managers, peers, and other leaders within the
business and resource units - including active participation in client activities as requested
 Accountable for achieving individual and organizational training performance metrics
 Manage utilization of self and staff across accounts and programs to reduce cost of training activities
 Responsible for selecting, training, developing, and managing performance of training management
staff; providing prompt and objective coaching and counseling; and coordinating, planning, and
assigning work
 Develop strategies to ensure that training department staff have adequate tools, techniques and
methods to deploy best in class training to support programs
 Drive data analytics to link training facilitation and curriculum effectiveness to performance and
operational processes
Details- Roles and Responsibilities of previously held profiles:
Training Delivery Manager:
 Oversee newhire,continuingeducation,programspecifictraining,managementdevelopment training,
leadershipdevelopmenttrainingandothertrainingsasneededbythe business
 Accountable forthe successful executionof trainingneedsincludingresource planning,measuringprogram
trainingeffectiveness,andmanagingtrainerattrition
 Initiate andfacilitate clientconversations,asnecessary
 Developandcultivate partnershipwithotherbusinessunits,resource unitslike Recruitment,Operations,
Human ResourcesandQuality
 Utilize effectivepresentationandfacilitationskillsforidentifiedConvergys-specificcontentincludingcreative
trainingtechniquesandadult/acceleratedlearningtechniquesusingavarietyof trainingdeliverymodalities
 Responsible forday-to-dayfunctional supervisionof the assignedtrainingmanagementteamprovidingcoaching
and developmental feedback
 Accountable forachievingindividual andorganizational trainingperformance metrics
 Responsible forselecting,training,developing,andmanagingperformanceof trainingmanagementstaff;
providingpromptandobjective coachingandcounseling;andcoordinating,planning,andassigningwork
 Responsible forCommunicationCoachingsupportto agentsinTrainingandOperations
 Organize andlead TrainingandCommunicationCoaching weeklyandmonthlyreviewswith Recruitmentand
Operations
 Tailorsolutionsforoperationalneedsandsupportwithinsightsandresources

3. Manager Operations, Early Tenure Performance:
 Responsible forcheckingoperationalfitmentof candidatessourcedbyRecruitmentfordifferentlinesof
businesses
 PartnerwithTrainingDelivery toensure smoothandeffective New Hire trainingandmitigate challenges
 Work closelywithRecruitmenttoensure steadysupply of qualityassociates thussecuringbetterearlytenure
retentionandstrongperformance
 Accountable forNewHires’firstmonth’sperformance on keymetricsaswell as retention
 Organize weeklyreviewsandcalibrationsbetweenRecruitment,TrainingandOperations
 Relaycritical operational insightsto TrainingforbetterNew Hire performance andspeedtoproficiency
Sr. Team Leader/Team Leader:
 Responsible forteam’sperformance onprogramgoalsonmetricsthat matter
 Develop skillsandmotivate customercare associates
 Mentor selectedTeamLeaderstohelpimproveperformance bothwithinandoutside programssupported
 Partnerwithsupervisor(s) instrategicplanningtoensure operational excellence andsustenance
 Representsite invariousclientforums
Quality Evaluator:
 Monitorand evaluate asamplingof inboundand/or outboundcalls
 Reportresultsof evaluationstoappropriate Quality/Operationsstakeholders
 Provide feedbackandidentifiesstaff traininganddevelopmental needs
 Facilitate calibrationsessionswithQualityLeadershipstaff,Operations,ProgramManagement andclientsto
ensure scoringconsistencyandbestpractices
 Maintainbasicknowledge andunderstandingof clientproductsandservices
 Supportmanagementfocusonreviewof keydrivers,metricsandoperationalprocesses(includingTraining) that
drive BalancedScorecardsandaccount profitabilitygoals
Achievements
Awarded as Annual Legend Manager for 2013 & 2014
Awarded Annual Ace as Sr. TeamLeader for 2009
Awarded Annual Ace as a Team Leader for 2008
Won multiple Quarterly Knight awards as a Team Leader for both agent retention and teams’
performance
Recorded highest number of direct reports’ promotions as a Team Leader in my program

4. Educational Qualification
Masters in Commerce
Personal Information
Date of Birth: 8th Dec’82
Marital Status: Single
Mailing Address: 37, Adarsh Apts, Sec 3, Pocket 16, Dwarka, New Delhi-75
E-mail Address: gauravbhardwaj0812@gmail.com
Hobbies: Music, cooking and riding motorcycles
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