Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

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
India
12.2013

BE ( Engineering ) - Electronics

MIT
Yuma, AZ
08.2002

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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