Learning & Capability
- Training Needs Analysis (TNA/TNI) & Instructional Design
- Onboarding, Nesting & New-Hire Ramp
- Gamification & Simulation-Based Learning
- Leadership Development & Coaching
- Performance Management & Calibration
Training, Operations & Service Excellence.
INSPIRE.INNOVATE.IMPLEMENT.
From “I know” to “I can” — and from “I can” to “I deliver.”
14+
Years Experience
4
Cross-Industry Experience
7
Business Processes Managed
21
Professional Recoginitions
Signature Philosophy
Training is an activity, Performance is the outcome.
Every business problem leaves a trail, in behaviour, performance, customer experience, or operational metrics. My role is to identify what is getting in the way, design the right learning intervention, and reinforce it through practice, coaching, and on-the-job application.
Because training can be delivered in a room. Performance has to show up on the floor.
Training room is where it starts. Operations is where it is tested. Service is where it is felt. Business results are where it is proven.
If you want to lead people, you have to get them to believe in something bigger than themselves.
— Leadership Philosophy
What I bring to the table
CORE COMPETENCIES.
A career built across learning, operations, performance and creative problem-solving. “Pull up a chair. Let’s talk about what I can build, improve and change.”
Operations & Performance
- Contact Center Operations Management
- SLA & KPI Governance
- FCR, AHT, CSAT, NPS & Quality
- Workforce Planning & Forecasting
- Sales Performance & Revenue Growth
Customer & Business
- Customer Retention & Churn Reduction
- Stakeholder & Client Relationship Management
- Business Pitch Deck Creation & Client Presentations
- Employee Engagement & Retention
- Quality Assurance & Regulatory Compliance
Process & Transformation
- Process Improvement & Root Cause Analysis
- Change Management & Continuous Improvement
- Workforce Management Systems
- Performance Optimization
Creative & Visual Storytelling
- PowerPoint Design & Visual Storytelling
- Creative Direction & Brand Marketing
- Presentation Video Production
- Business Storytelling
- Data Visualization
Data, AI & Digital Workflow
- Data Analytics & Reporting
- Advanced Excel
- Power BI
- AI-Assisted Content & Workflow Creation
- Prompt Engineering & Generative AI
- Digital Workflow Automation
You think you’re collecting skills. Life may be quietly assembling your toolkit.
Case Studies
The problems were real so were the results.
01 — Empathy Reboot
Can empathy move a number that knowledge couldn't?
Baseline84%
Outcome91%
CSAT lift
+7 percentage points
The Organic Empathy Model — turning active listening, emotional reading and authentic response into measurable customer impact.
CSAT · 84% → 91%Escalations · ReducedTone quality · Consistent
02 — Save Our Sales
What if saving the sale wasn't about selling harder?
+14pts
Outcome26%
Baseline12%
Retention improvement
A structured retention framework designed to simplify objections and make customer conversations easier to navigate.
Retention · 12% → 26%Objection handling · StructuredCall flow · Simplified
03 — Project Phoenix
Can 90 days turn a new hire into a performer?
0–90 Days
6 Stages
90
Days
LearnD0
PractiseD15
NestD30
CoachD45
CalibrateD60
PerformD90
A progressive new-hire journey connecting learning, coaching and calibration directly to floor performance.
CSAT · 82% → 87%Nesting sales · 2.4% → 3.8%Retention · 12% → 26%
04 — Decision Tree
What if the answer to fewer errors was better thinking?
+6pts
Outcome85%
Baseline79%
FCR improvement
A practical decision framework that helped advisors retrieve and apply the right knowledge at the right moment.
FCR · 79% → 85%Accuracy · StrengthenedRepeat errors · Reduced
05 — Project Gravity
Can behavioural science make sales feel simpler?
Sales
1.9%4.0%/ 4.2%
BaselineOutcomeTarget
Retention
17%31%/ 30%
BaselineOutcomeTarget
A behavioural sales framework built around psychological triggers and a simplified customer decision journey.
Sales · 1.9% → 4.0%Retention · 17% → 31%Target · 4.2% / 30%
06 — Customer Service Mindset
What changes when service stops being a skill and becomes a mindset?
Own it.
From answering customers to owning outcomes
A mindset model built around ownership, understanding and problem-solving in real customer moments.
Ownership · StrengthenedProblem-solving · StrengthenedCustomer experience · Improved
07 — Captain Dyno
What if learning didn't wait for training day?
Daily
Gamified learning, everywhere
A gamified daily-learning initiative that turned small learning moments into a recurring workplace habit.
Engagement · ↑Learning frequency · ↑Performance awareness · ↑
08 — One Agent Desktop
What if the biggest productivity problem wasn't the agent?
Less switching
More serving
A unified Salesforce desktop experience designed to reduce navigation friction and improve customer conversations.
Navigation complexity · ReducedCall handling · More efficientCustomer experience · Enhanced
TOOLS & SKILLS
Behind every outcome is a toolkit,Behind every toolkit is a way of thinking.
Behind the screen is a thought. Behind the thought are two hands turning it into something real.
01
DESIGN
PowerPoint · Canva · Vyond · Adobe Creative Cloud · Lovable · Higgsfield AI Articulate 360 · ElevenLabs · Notebook LM · Google AI Studio.
02
TRANSFORM
Salesforce · Oracle Siebel · Genesys · ServiceNow · Citrix VDI · JIRA.
03
DECODE
Power BI · Advanced Excel · Data Analysis & Performance Reporting.
04
AUGMENT
SecondNature AI · Sanas · Generative AI Tools.
05
INFLUENCE
Pitch Decks · Video Production · Visual Storytelling.
06
ENGINEER
Salesforce · Oracle Siebel · Genesys · ServiceNow · Citrix VDI
FOUNDATIONS
Education, specialization and continuous learning.
The certificates tell you what I studied.
The journey tells you what it taught me.
Secondary Education.
SCHOLAR'S HOME, Dehradun
Senior Secondary.
GYAN BHARTI, Kolkata
Higher Education
IEC, Himachal Pradesh
INSIGHTS
THE LEADERSHIP PLAYBOOK
Small habits. Better teams. Bigger outcomes.
BEFORE THE DAY STARTS, LEADERSHIP DOES.
Set the tone before the team sets the pace.
THE HUDDLE THAT MOVES THE NEEDLE.
Don't hold a meeting. Create momentum.
DON'T JUST CHECK ON PEOPLE. CHECK IN.
Numbers tell you what happened, Conversations tell you why.
ATTRITION IS OFTEN A SYMPTOM, NOT THE DISEASE.
Don't keep filling the bucket. Find the hole.
WHEN THE KPI FALLS, DON'T CHASE THE NUMBER.
A KPI is a symptom. Diagnose before you prescribe.
A SUPERVISOR IS NOT A SMALLER MANAGER.
Your real leadership begins when you stop being the only problem-solver.
SKILL CAN BE TAUGHT, WILL HAS TO BE DISCOVERED.
Don't train what coaching can solve, don't coach what commitment can fix.
YOUR CAREER IS NOT A LADDER, IT'S A TRAIL.
Don't chase the next title. Leave better footprints where you are.
THE LEADERSHIP TAKEAWAY.
People. Process. Performance.
Experience
Learn. Walk. Leave a Mark.
2023–2025
Teleperformance
Assistant Manager — Training
500+ FTE BFSI portfolio · 5 lines of business · 60+ new-hire batches
- Owned training strategy for a 500+ FTE BFSI portfolio across 5 LOBs
- Delivered 60+ new-hire training batches end to end
- Ran TNA/TNI cycles to convert performance gaps into learning plans
- Designed and owned the 0–90 day new-hire development journey
- Coaching frameworks for team leaders and floor support
- Calibration governance with quality and operations
- Microlearning programmes for continuous reinforcement
Point of view
Three lenses. One question: What makes people perform better
01
People don't resist change. They resist change that doesn't make sense.
I believe capability begins with understanding people, what motivates them, what gets in their way, and what makes a behaviour stick. Learning should not simply tell people what to do. It should give them a reason to do it, a way to practise it, and the confidence to own it. My belief: Build capability, not compliance.
02
If the process makes good performance difficult, don't blame the performer. Fix the process.
I believe great learning starts before the classroom by understanding the workflow, the friction, the tools and the decisions people face every day. Sometimes the smartest intervention isn't another training program. It's a simpler process, a better decision path or a smarter way of working. My belief: Don't train around broken systems. Redesign the experience.
03
Learning earns its value when behaviour shows up in the numbers.
I believe performance is where learning proves itself, in customer experience, sales, quality, productivity, retention and the everyday decisions people make. The question isn't “Did they attend the training?” The better question is “What changed because they did?” My belief: Measure the distance between learning and business impact.
Have a capability problem worth solving?
Let's talk about people, performance and learning.
Gopal Jaiswal.
INSPIRE. INNOVATE. IMPLEMENT.