About
Strategic Learning & Capability Development leader with 18+ years of experience driving workforce performance transformation across customer experience, digital commerce, and service operations. I specialize in turning capability into measurable business outcomes—designing learning strategies, quality transformation frameworks, and coaching-led systems that directly impact customer satisfaction, productivity, and operational efficiency. Over the years, I’ve built and scaled enterprise learning ecosystems and sales enablement frameworks, supporting workforces of 3,000+ employees across India and the Middle East. My work sits at the intersection of Learning, Quality, and Business Excellence, enabling organizations to move beyond training delivery to performance transformation. I bring deep expertise in: Learning & Capability Strategy Sales Enablement & CX Transformation Learning Experience Design (LXD) Leadership & Workforce Development Quality Transformation & Coaching Systems Learning…
Experience
Assistant General Manager – Learning, Capability Development & Quality Transformation
iSON Xperiences · Noida, Uttar Pradesh, India
Global customer experience and digital outsourcing organization supporting telecom, fintech, and e-commerce clients across emerging markets. Directed enterprise learning, capability development, and quality transformation strategy across multi-country customer experience operations supporting a workforce of 3,000+ employees. Key Contributions • Designed and implemented enterprise learning and capability development strategy aligned with operational KPIs and service SLAs • Improved Customer Satisfaction by ~12% through redesigned quality frameworks and coaching-led performance initiatives • Reduced new-hire ramp-up time by 40% through structured onboarding programs and workforce readiness benchmarks • Increased workforce productivity by 8–12% through targeted training programs and performance coaching models • Implemented learning analytics dashboards to track training effectiveness and operational performance metrics • Led and developed a 40-member Training and Quality organization acr…
Training & Quality Head
Apollo 24|7 · Gurugram, Haryana, India
Digital healthcare platform providing telemedicine, pharmacy, and healthcare services across India. Key Contributions • Led capability development and quality governance initiatives supporting large-scale digital healthcare customer support operations • Designed capability frameworks improving service consistency and quality compliance • Implemented structured coaching and performance management programs improving customer service effectiveness and issue resolution • Partnered with operations leadership to strengthen workforce readiness and customer experience delivery
Training and Quality Manager
Blinkit · Gurugram, Haryana, India
High-growth quick commerce platform specializing in instant grocery delivery. Key Contributions • Led training and quality governance across vendor and in-house customer experience operations • Designed scalable onboarding programs supporting rapid workforce expansion • Strengthened operational readiness during high-volume demand cycles
Training Manager
Globiva · Gurugram, Haryana, India
𝗔𝘀𝘀𝗶𝘀𝘁𝗮𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴
Teleperformance · Gurgaon, India
𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗠𝗮𝗻𝗮𝗴𝗲𝗿
Tata AIG · New Delhi Area, India
𝗔𝘀𝘀𝗶𝘀𝘁𝗮𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴
EXL · Gurgaon
𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗧𝗿𝗮𝗶𝗻𝗲𝗿
Convergys · Gurgaon
Education
Symbiosis Centre for Distance Learning
PGDBA, Human Resources Management
Delhi University
Bachelor of Commerce (B.Com.), Business/Commerce, General
Symbiosis Centre for Distance Learning
Postgraduate Degree, Human Resources Management/Personnel Administration, General
Find leads like Neeraj
Origami finds your ideal customers across 15+ data sources with a single prompt.
Try Origami Free