Prakash Tiwari

Over 12 years of experience in Program Management, Training and Development, Operations,

Business Development.

Over 6 years of experience in managing L&D practice, providing end to end solutions and

program management, training and development experience of over 9 years.

Program management experience with Delivery of over 100 L&D projects in Corporate,

SMEs and institutions.

Extensive insight in to functioning, training needs and the spectrum of training

interventions suited for SME/ Institutional/ service sector and sales teams.

Worked on employment generation program for youth along with employability skills

training for 3 years.

Strategic thinker with organizational and business development skills and experience in

winning contracts.

Extensive experience in handling resources and vendors for business and Learning and

Development services.

Worked with wide spectrum of training services from organizing, planning, budgeting,

TNA, surveying, content, delivery, assessments, coaching, managing venue etc.

Experience in managing client experience from the Indian rural sector end user to MNC

clients.

Experience of establishing small scale enterprise.

Mentor, WE March 2015- Till date

Client: BRENNAN IT

Understanding business goals of organization

Utilized a consulting model (needs assessment, design/develop solution, implement, and evaluate)

to provide a project lead for companywide initiatives.

Consulted with management concerning individual and team development needs.

Acquire, negotiate, coordinate and collaborate with client.

Training need analysis, Working with managers and HR to identify performance gaps, prioritizing

addressals, opportunities and identifying solutions.

Ensuring that the training plan links to the Business Plan/Organizational objectives.

Strategizing learning and development.

Negotiating, Managing and utilizing budgets.

Overseeing in-house training provision, ensure the continuous development of training to meet

statutory and business changes.

Supporting the management team in the achievement of relevant quality and service standards.

Designed, benchmarked, standardized and deployed assessments for various competencies from

entry level (along with interview process) to supervisory levels (e.g. calibration with quality)

• Ensuring that every L&D intervention has clear business focused aims that enable robust evaluation

of the event’s effectiveness, and measurement of return on investment. Producing papers & reports.

• Designing and delivering L&D solutions to support the organizational change and development

outlined in the overall L&D strategy using a blend of methodologies including computer based, self

Prakash Tiwari

managed learning, management cascade, class room and on job learning as appropriate.

• Provide development by coaching and 1 to 1 support to supervisors and managers where the need

for this has been established.

• Record, collate & retain management information to demonstrate progress against partial KPIs

and departmental goals and objectives.

• Formulate L&D communications using a variety of mediums, mail, Intranet, paper etc.

• Designed and created training content, activities, materials, guides and corporate training event

delivery standards.

Facilitated training for managers & employees in a broad spectrum of quality service, communication,

etiquette, behavior, interpersonal & conversational skills, decision making, culture, coaching,

mentorship, motivation, personal, professional, Supervisory , team bonding, motivation, leadership.

Established recognition programs for individual & team improvements for skill development.

Training development & execution for new operations staff & recurring training program.

Part of the team responsible for streamlining interviewing and hiring of employees.

Liaising with external training/learning and development service providers and professionals.

• Answering training related issues & provide high quality customer service across the Organization.

Hiring, Training and mentoring L&D professionals.

Liaising with external training/learning and development service providers and professional.

Scheduling, coordinating, collaborating, communicating and coordinating with various departments.

Site exceeded targets with CSAT scores and could propel a remarkable difference in Employee

satisfaction score during the tenure.

Established LPG distributorship as family business

Obtaining permissions from officials, assisting surveys.

Supervising construction, distribution etc.

Breakeven achieved during the first year of operations with initial investment of Rs. 50 Lakhs.

Turn over crossed Rs. 10,000,000/- in the 2nd year of operations.

Highest number of connections with highest service standards in the area.

Liaising with local government authorities and company officials.

Creating and retaining a loyal customer base with service and sales in the rural market.

Head, Learning and Development, November 2011- September 2014

Single Point HR Solutions India Pvt. Ltd.

• Part of the core team of a leading HR Business Partner for SMEs.

Developing understanding of the core business and strategic goals of the client.

• Designing, developing & deploying end to end Learning & organizational development interventions.

• Part of account servicing, managing and retaining relationships with the stakeholders.

Responsible for deliverables, service levels and quality for training.

Negotiating, managing and utilizing budgets.

• Managing service vendors, freelancers and negotiating with variety of service providers including

technical trainers, assessment platforms etc.

Prakash Tiwari

• Scheduling, producing Training calendars, coordination and collaboration with the stakeholders.

• Content development, courseware produced for a range of skills and competencies.

Team recognized for the quality of training & consistently received distinctive feedback.

Client list includes likes of Total Sports, Bawree Apparrels, ASPEE agri equipments etc.

Program manager (Institutional Employability Training and Placements)

Planning, designing and execution of the program and proactively monitoring its progress, resolving issues initiating appropriate corrective action.

Pioneering the model in western region of India in professional institutes like Engineering, MBAs and pharmacy.

Defining the goals, objectives, metrics and scope of the program with business owners.

Partnering with Institutions/ Employers and ensuring effective quality assurance with overall

integrity of the program focusing on internal consistency and outward coherence with resource

planning, interfaces with other programs, stakeholders and service levels, professional standards.

Responsible for P&L as part of the executive team with focus on increasing efficiency of training

operations. Turn over of approximately Rs. 10,000,000/- from the first year of operations.

Managing the program’s budget, monitoring expenditure and costs against delivered and realized

benefits as the program progresses.

Ensuring the delivery of new products or services from projects to the appropriate level of quality,

on time and within budget, in accordance with the program plan.

Ensuring allocation of common resources and skills within the program individual projects.

Risk mitigation, contingency planning and processes implementation.

Bidding for tenders with clients, In charge of contracts, renewals etc. with the vendors.

Conduct lessons learned on programs or program elements in which there has been a lack of

success or failure encountered. Document and present the results in accordance with the approved

processes.

Participate in the transition handover from Sales, Bid Management, training for managing

competencies and placement exercises. Building proposals and negotiations.

Developing Partnerships with Institutes, universities and employers to train and secure job

opportunities for the students.

Conducted seminars and other such PR activities to increase awareness about Employability skills

and career opportunities.

Management of databases and generation of reports for consumption of various stakeholders.

Managing online LMS system based on `Moodle’. Utilized for facilitating e-learning.

Managing training service providers, freelance trainers, vendors and conducting TTT and providing

leadership, mentorship and guidance to trainers during the projects.

Designed, established and continuously assessed training utilizing training designs such as online

learning management systems, conferences, workshops and traditional classroom instruction.

Designing, developing, deploying the training interventions including content, pedagogy, delivery,

assessments and evaluations etc.

Ensuring quality delivery of training programs and improvement in placement ratios. (For students

and faculty)

Worked with and supervised over 100 trainers.

Prakash Tiwari

Institutes of repute like Government colleges of professional studies, deemed universities like

Bharati Vidyapeeth, Universities like Mumbai, Pune, Amravati and Shivaji etc. served.

Freelance Trainer May 2011- October 2011

Exposed to variety of aspects in the Indian training market from experiential to institutional training.

Spectrum of training increased from language/ competitive examinations, customer service to

retails/sales, reasoning, behavioral etc.

Individually catered to organizations and institutes from designing to delivery of training.

Individual and group coaching for various projects.

Worked with various training service providers, understanding and working with the processes.

Freelance Trainer with Mindspace Human Capital September 2010 – March 2011

Client: Sutherland Global Services, Airoli

Instrumental in leading training initiative which propelled the service ranking from 15/15 to 3/15 among

all the sites in 2 months

Communication Training In-charge for ATTIS (ISP) process.

- Handling team of trainers, managing schedules, reports and performance of the team.

- Designing, developing and deploying training support for a new process.

- Coaching and Up skilling trainers, driving learning based on real time needs.

- Meeting the key matrix for high Customer Satisfaction Scores on multi point rating format.

Formulation of training intervention.

- Need analysis for training new recruits and existing workforce.

- Designing and delivering training modules, schedule and assessment scales.

- Managing and planning communication, Customer Service, problem solving, soft skills training.

and Up skilling programs for mid-level management along with the first tier support.

- Organizing remedial and reinforcement training for customer interaction.

Training

- Training New Hires, conducting refreshers and up-skilling the existing workforce.

- Coaching on specific requirements of teams and individuals.

- Monitoring calls from Communication, Customer Service and Soft Skills perspective for the ATTIS

(ISP) process.

- Delivering feedback on a daily basis and tracking performance of consultants.

Managing Client Expectations

- Conducting calibration with the Client, Operations, Quality and Vendor Managers.

- Working with various functions to address different customer service situations.

- Formulating individual and team action plans to meet targets.

Extending support to recruitment for assessment.

Coordinating with HR and operations for skills and assessment requirements of new hires and

existing workforce.

Leading the workforce certification process in terms of communication.

Prakash Tiwari

Facilitate transition of students from training to work environment, ensuring competency levels.

Freelance Associate for India December 2008 – July 2010

FRG Global Services, Dubai

Part of the team raising capital for business through debt or equities.

Analysis of Industry dynamics

Forecast and provide outlook on key parameters for undertaking a project

Inputs on demand assessment, market entry/product strategy, business planning support, Feasibility analysis, and competitive benchmarking

Strategizing within the context of founder needs and objectives

Developing and delivering Presentations

Project/ Client Acquisition

Investor research; Creation of target investor lists; Management

Investor outreach and networking

Positioning of the company in an optimal manner; Pitch development and refinement

Planning and managing communication with the suspects

Negotiating terms of association with bankers, vendors, stake holders etc.

Training Associate Companies and SMEs Freelance Trainer and Content Developer

Designing, developing Training Modules based on objectives

Content Development

Executing programs and training delivery

Entry level programs as mentioned in the table

Freelance Sales Associate with mumbaimenu.in

Understanding the client’s promotional plan

Acquiring new clients by pitching various value propositions on offer

Retaining existing clients, upgrading them and cross selling other products

Timely collection of all payments due from existing and new clients

Conduct relevant market research and analysis to identify key trends and focus on online advertising and marketing strategies that provide a solution

Sr. Customer Manager Accenture Services Pvt Ltd. (Client: RSA) September 2006 – November 2008

Mentoring and Training new hires for communication and process during OJT.

Coaching from the Customer Service and best practices perspective

Listening to calls and giving feedback for call handling, communication and soft skills.

Mentor during job shadowing by new employees

Conducting refresher training

- Communication Skills - Telephone/ e-mail etiquette - Body Language - Assertiveness - Customer Service - Language

- Business Etiquette - Goal Setting - Decision Making - Team Building - Interpersonal Skills - Presentation Skills

Prakash Tiwari

Assisting the team in managing service levels and the team leader with reporting

Customer Service and handling motor claims process

Contestant Management

Optimystix Entertainment India Pvt. Ltd. November 2005 to May 2006

Client: Zee TV

Designing, developing and deploying the process for Contestant Management

Data Analysis

Designing surveys

Selection and profiling of contestants.

Finalizing profile mix

Planning and managing contestant communication and interaction.

Developing contingencies to manage shooting schedules

Developing the call center process and supervising execution

Planning and Managing Logistics for contestants

Managing Contestant experience and service

Engaging, coaching, negotiating and resolving situations during first exposure to the process

Coordination and ensuring deliverables with the production and the client team

Customer Service at 3 Global Services November 2004 to September 2005

Interacting with customers in UK

Resolving Billing, service and technical issues

Operating CRM

Handling escalations

Mentoring new joinees

Education:

Bachelor of Business Administration

Personal details:

Hand phone: 9167939551/ 8291080639

Address: C-2/003, Palash, Lok Vatika,

Netivali, Kalyan (East) 421306

e-mail: prakash.tiwari@live.in