Sajini Iyer’s Profile

Sajini Iyer – Learning and Development Professional

Certified DISC Practitioner

Phones: UAE: +971 529458997

Email: sajiniiyer@gmail.com
Website: http://www.sajiniiyer.com

Professional Summary
11 years of comprehensive experience and relentless effort in the field of Training and Development, combined with a passion
for working on people skills have allowed me to develop my expertise in this field with specialization in Interpersonal Skills (Soft
Skills), English Language Enhancement, Personal Development and Leadership training. At the core of my career is a strong
desire to develop the skills and competencies in individuals through coaching and training, leading to more effective processes
and more profitable businesses. The aspiration to be part of thriving organizations that have a clear business and people vision
has allowed me to add value within a number of global organizations panning various geographies and cultures.

Professional Work Experience

Freelancer Trainer & Consultant - Current: (Feb 2014 onwards)

 Competency mapping project using DISC profiling done for staff members of one of the largest training service providers in
Qatar - Skill and competency gaps identified and solutions like one-on-one coaching, group workshops, trainer observations
etc. were deployed.

 Competency mapping and developing better work relationships through DISC profiling delivered for the Banking Sector in
the UAE for more than 200 employees.

 Customized and delivered program on Sales Strategy for one of the leading banks in the UAE. Trained more than 100
members of the Senior Leadership.

 Designed and delivered communication, Interpersonal skills and cross cultural sensitization related training programs across
all levels of management for organizations in the IT, Finance and Customer Service business – 400 executives trained, about
3200 man hours.

 Retail Sales project designed and facilitated for a large Telecommunication brand for transitioning in to Consultative Selling.
st
19% of customers converted from existing plan to the new plan in the 1 quarter against a target of 30% conversion at the
end of 6 months. Post training support provided through observations basis mystery shopping, instant feedback, supervisor
coaching and refresher sessions. Scripted visual aids in the form of training tutorial videos and role plays to facilitate
learning and implementation.

 Conceived and facilitated modules on Advanced Customer Service Skills for about 50 delegates from the mid-level
leadership working on high customer interaction assignments for semi-technical process –

 Kirk Patrick Level 1 – 4.9/5.0, Level 2 – 35% improvement, Level 3 – 19% improvement in internal audits, Level 4 – Customer
st
complaints due to non-customer centric behavior went down by 11% in the 1 month with sustained levels of performance
over the next 3 months. Post training support was provided in the form of buddying up, trainer observations and one-on-
one coaching.

 Trained 1200 staff members primarily from India, Sri Lanka, Nepal, Bangladesh and the Philippines on Compassion,
Hospitality and Customer Service for Cleveland Clinic Abu Dhabi (the region’s only 7-star hospital). The staff members
came from a modest educational and professional background and the challenge was to make the workshop extremely

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simple yet effective. The staff was expected to cater to the UAE Royalty as well as VVIPs from across the world. The
workshop was designed to be highly interactive with 70% of the learning facilitated through group activities, role plays and
group discussions and the remaining 30% through instructor lead training. The team was trained on modules like Excellence
in Service, Hygiene & Personal Space, Effective Listening, Compassion and Empathy, Grooming & Etiquette, Emotional
Intelligence and Teamwork. This high-impact project was delivered with much success leading to repeat business and client
appreciation. The project amounted to 500 hours of planning and designing, 320 man hours of training delivery

 Designed, developed and executed a Customer Centricity and Teamwork program exclusively for FASSCO CCAD (Cleveland
Clinic-Abu Dhabi), the food and catering division of the region’s only 7-star hospital. The program was for the frontline staff
members as well as the supervisors. The project saw tangible results leading to repeat business from the client.

 Successfully completed upskilling workers employed for “blue-collar” jobs for a Doha, Qatar based organization. The
training topic was Corporate Etiquette and Customer Service. The training was extremely well-received and was
appreciated by all the participants with a feedback score of 4.9 out of 5.

 Executed a country-wide project on upskilling “blue collar” staff members on Etiquette and Customer Service for a multi-
national organization in India. The project was awarded and applauded and brought in an immediate improvement of 29%
in customer satisfaction.

 Created and deployed modules on Voice and Accent, English Language Enhancement to more than 60 delegates handling
customers from the US and the UK for a technical process - Kirk Patrick level 1 – 4.9/ 5.0, Level 2 – 27%, level 4 – Customer
complaints due to language issues went down by 8.9% in 3 months.

Learning and Development Senior Manager with WNS Global Services – Nov 2012 – Feb 2014

 Managed client interaction and relationship for 13 international airlines like British Airways, KLM, Scandinavian Airlines,
Virgin Atlantic etc.
 Managed training & developmental needs of 1000 employees across various levels of management.
 Completed a 6 Sigma Green Belt project for reducing training timelines bringing dollar saving of 35,000 USD without
compromising training effectiveness and customer satisfaction.
 Transitioned a 400 seater UK based travel business – Induction, Pre-Process and Process Training, on the job training and
assessments.

Learning and Development Manager with Hutchison 3 Global Services – July 2011 – Nov 2012

 Managed a team of 25 senior executives and assistant managers – Trainer certifications, Individual Development Plans,
succession planning, coaching and mentoring, individual and team performance basis KPIs.

 Managed the Customer Service and Finance and Billing processes of employee strength of about 1200 executives –
Induction, Pre-Process & Process Training, Refresher Programs, On-the-job training and customized training programs to
meet business needs and targets.

 Completed a performance improvement project for converting 50% of the bottom quartile of the process to deliver a 10%
increase in Customer Satisfaction score at the end of 3 months.

 Managed all stakeholder interactions representing the department in all monthly and quarterly business reviews

 100% target achievement in keeping the attrition% below 4% month-on-month and a batch throughput of 96%

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Training and Development - Zonal Head with Wipro LTD – Jan 2005 – July 2011

 Managed 9 travel and semi-technical processes with employee strength of about 850 – Induction to On the job training and
refresher programs. Dealt with international clients like Singapore Airlines and Delta for all their Learning and Development
needs.

 Completed 2 X-Serve projects for 40 members of the Facility support staff increasing employee satisfaction score by 19% in
3 months.

 Functioned as Subject Matter Expert lead for India and Philippines – trained and certified 100% of the organizations trainers
as a master facilitator, trained 400 employees on supervisory skills, conducted 420 programs on interpersonal skills
covering about 6000 employees.

 100% target achievement for the zone basis training quality, attrition and number programs delivered

Areas of Expertise

 Sales Strategy
 High Impact Presentation  Customer Service  English Language Grammar
Skills
 Communication Skills  Negotiation Skills  Business Communication
 Voice and Accent  Coaching Counselling &
 Change Management
Neutralization Feedback
 Leadership Skills  Stress Management  Time Management
 Supervisory skills
 Conflict Management
 Consultative Selling  Performance Management
 Train the Trainer
 DISC profiling practitioner
 Coaching Clinic

Sample of Client Industries:

 Healthcare, Hospitality and  Sales( Emirates NBD, Hewlett  Telecommunication (British

Customer Service – Packard, British Telecom, Telecom, Windstream,
Cleveland Clinic Abu Dhabi, Hutchison, Vodafone and Tata Hutchison 3 Global Services,
FASSCO CCAD, Zulekha Auto) Vodafone)
Group of Hospitals
 Business Process Outsourcing  Travel (Singapore Airlines,
 Manufacturing (Barakat (Wipro LTD, WNS Global United Airlines, Virgin Atlantic,
Food Products, Ajmal Services, Hewlett Packard, Dell British Airways, Delta,
Perfumes) Scandinavian Airlines)

 Manufacturing and
automobiles (Tata Auto)
 Gas and Petroleum (Qatar
Petroleum)
 Banking & Finance (Emirates
NBD, Emirates Islamic, Express
Money, Capital One)
 Training and Development
(Wipro Ltd, Hutchison, WNS
Global Services, NIIT)
 Health and Safety (Enertech
Qatar, NAFFCO, Gulf Extrusion)
 Information Technology
(Wipro LTD)
 Construction (Drake & Scull)

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Training & Education:

 Master’s in Business Administration specializing in Human Resource from ICFAI University - India
 Post Graduate Diploma in Business Administration – specializing in Human Resource and Training and Development from
ICFAI University – India
 Bachelor of Arts (English Literature) from Annamalai University-India
 Extended DISC certified professional – From EXTENDED DISC-Finland
 Certified Voice and Accent and Language expert