Chunav Dutta
Summary
Multi-faceted skilled leader offering twelve years in leading and executing company-wide instructional design materials, effective delivery methods, and the information architecture for learning solutions. Highly skilled in curriculum design, adult learning theories, training technologies, ILT/VILT training, content development, and learning management systems. Expert ability to lead project teams and translate employee development behaviors into high-impact learning designs, while focusing on internal knowledge transfer and ensuring all training materials reflect Diversity and Inclusion.
Overview
17
17
years of professional experience
Work History
Customer Support Specialist-Remote
HGS-ON, Canada
Saskatoon, SK
01.2023 - Current
- · Managed customer relationships and expectations, supported on-call escalations, and de-escalation and determined the root cause analysis of the given issue.
- · Independently handled the customer ticket, and reduced resolution rate 7(RR7).
- · Handled customer calls with confidence through various VISION 21 & Interaction Customer Management, Telli, and OneView systems, Avaya, and Workspace.
- · Online billing, and account issues at a base level & intermediate level.
- · Resolved first call resolution for customer cases including fraud management, ordering, and concerns with strong verbal and negotiation skills.
- · Displayed courtesy and strong interpersonal skills with all customer interactions over a phone calls, and emails.
- · Extensive knowledge in LTE Technology, and provisioning of signalling gateway indoor/outdoor cells, and macro cells.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Trainer
Alchemy Human Resource Consultancy
Abu Dhabi, United Arab Emirates
07.2018 - 12.2020
- Spearheaded the design and development of new hire onboarding for sales, customer service, leadership, and marketing.
- Directed the strategic framework for training, performance management, and assessment for global new hire onboarding.
- Recruited, launched, and structured the global training department.
- Developed comprehensive strategic plans, policies and procedures, and compliance and QA programs.
- Partnered with workforce management to develop and implement a bench program to support hiring needs.
- Partnered with colleges and universities to provide higher education opportunities to the workforce.
- Conducted needs assessment and root cause analysis to improve performance.
- Re-vamped specific programs and drove departmentally focused engagements, ensuring alignment between competencies and leadership development strategies to achieve ROI and operational goals.
- Implemented an e-learning suite, and learning management system, and created processes to streamline training.
- Assessed skill gaps for sales, marketing, and operations department employees and developed training courses to meet identified needs.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Streamlined HR efficiencies, coordinated new hire orientations, and provided onboarding and training for 500+ employees.
- Developed self-paced and self-directed training courses to diversify learning opportunities for employees.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Sr. Trainer
Time Training Center
Abu Dhabi , United Arab Emirates
10.2017 - 12.2019
- Provided in-house training to new employees concerning the maintenance of standardized training approaches.
- Managed training center and developed curriculum and training for technical, officer and helicopter training.
- Evaluated training needs to improve training quality.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Translated business needs into technical specifications and developed methods to integrate IT products and customize existing technology.
- Developed and implemented lesson plans and teaching aids such as reference materials and videos.
- Developed and improved training courses to increase staff performance and overall training effectiveness.
Business Faculty
Global Education Consultancy
Abu Dhabi, United Arab Emirates
10.2014 - 09.2017
- Proven ability to develop and implement creative solutions to complex problems.
- Paid attention to detail while completing assignments.
- Developed strong communication and organizational skills through working on group projects.
- Provided professional services and support in a dynamic work environment.
- Developed strong organizational and communication skills through coursework and volunteer activities.
3G RF Consultant
Nanocell Networks
Bangalore, IN, India
04.2011 - 06.2011
- Delivered services to customer locations within specific timeframes.
- Applied effective time management techniques to meet tight deadlines.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked flexible hours across night, weekend and holiday shifts.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Corporate Training Manage
Reliance Communications Ltd
Mumbai , India
08.2008 - 10.2010
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Managed new employee orientation training process for more than 1500 employees each year.
- Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.
- Delivered new employee onboarding and training sessions via Netmeeting, VOIP tool.
- Coordinated technical training and personal development classes for staff members.
- Created an in-depth training manual for all employees.
Lecturer, Electronics Engineering
Narsee Monjee Institute Of Management Studies
Mumbai , India
07.2006 - 08.2008
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Participated in conferences and professional development opportunities to stay up-to-date with latest trends in field.
- Used PowerPoint and Google Classroom technology to give presentations to student classrooms.
- Used a variety of learning modalities and support materials to facilitate the learning process and accentuate presentations.
- Created and designed quizzes, tests and projects to assess student knowledge.
- Collaborated with faculty and staff to create meaningful learning experiences.
- Developed and implemented innovative teaching strategies to engage students in lectures and coursework.
Education
PGDBA -HR - Business Administration
SCDL
India12.2013
BE ( Engineering ) - Electronics
MIT
Yuma, AZ08.2002
Skills
- Competency Modeling/ Coaching/ Mentoring
- Performance Management
- ROI Analysis/ Metrics
- Training Curriculum Design/ Instruction
- Pilot Programs/Change Management Competency
- Multi-Mode Leadership Development
- New Hire Onboarding
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, and accurately providing information to ensure the resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 40+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Resolved product issues through consumer testing.
- Achieved certification through the Institute of Certified Professional Managers (CLDM): Certified HR Professional (CHRP), 2021.
Timeline
Customer Support Specialist-Remote
HGS-ON, Canada
01.2023 - Current
Trainer
Alchemy Human Resource Consultancy
07.2018 - 12.2020
Sr. Trainer
Time Training Center
10.2017 - 12.2019
Business Faculty
Global Education Consultancy
10.2014 - 09.2017
3G RF Consultant
Nanocell Networks
04.2011 - 06.2011
Corporate Training Manage
Reliance Communications Ltd
08.2008 - 10.2010
Lecturer, Electronics Engineering
Narsee Monjee Institute Of Management Studies
07.2006 - 08.2008
PGDBA -HR - Business Administration
SCDL
BE ( Engineering ) - Electronics
MIT
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