Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Certification
Timeline
Generic

MURALITHARAN RAMALINGAM

Experienced Training & Quality Manager
Kuala Lumpur,Malaysia

Summary

Strategic-minded professional aspiring to excel in the role of Director of Training with a notice period of 3 months. With a decade of experience in crafting and implementing innovative training programs, I am adept at aligning learning initiatives with organizational goals to drive growth and development. Eager to leverage my expertise and leadership capabilities to contribute meaningfully as a Director of Training.

Overview

10
10
years of professional experience
3
3
Certifications
1
1
Language

Work History

Training & Quality Manager

Teleperformance
02.2023 - Current
  • Identified and addressed knowledge gaps in customer service representatives, resulting in 40% increase in CSAT ratings.
  • Optimized resource allocation through strategic planning and analysis, reducing operational costs associated with employee training efforts by 20%.
  • Developed diverse range of instructional materials, including e-learning modules, presentations, and gamification to accommodate various learning styles.
  • Created content for Learning & Development intranet page, aligning monthly hot topics with related on-demand training courses, daily tips, and reading recommendations.
  • Promoted continuous improvement by conducting regular assessments of current practices, identifying areas for growth or modification.
  • Spearheaded the adoption of new technologies, increasing efficiency in both content creation/delivery processes as well as data analytics/assessment measures.

Training Team Leader

Concentrix
07.2021 - 09.2022
  • Revised and launched new content moderation curriculum incorporating blended learning within limited time frame resulting in $350k year savings.
  • Eliminated pain points and bottlenecks to improve training throughput from 85% to 100% within 2 months for social media client through effective training solutions and methodologies.
  • Reduced trainee complaints related to policy and procedure knowledge from 75% to 0% by creating and implementing unique training, assessment, and coaching techniques.
  • Designed and organized Wellness Program and collaborated with Wellness Manager for Sensitive Content Moderators to provide safe and healthy working conditions and diminished trainee attrition by 90%.
  • Strengthened internal communications by creating shared platform for sharing best practices, resources, and updates among team members globally.

Training & Quality Manager

NEC
03.2019 - 11.2019
  • Overhauled the training materials and collaborated with stakeholders to implement L&D initiatives to drive performance by 98%.
  • Improved NPS scores; leading to 70% increase in promoters, while reducing detractors by 50%.
  • Created and delivered soft skills training program for customer service representatives, resulting in 20% reduction in customer complaints.
  • Boosted Quality Assurance scores from 70% to 98% within 3 months by regularly conducting coaching, calibration, and refresher sessions.
  • Coached trainers on effective teaching methodologies, improving overall quality of instruction provided to employees.

Training Manager

PRS Engineering Works
11.2014 - 02.2019
  • Reduced onboarding time for new hires through development of effective orientation modules.
  • Created engaging eLearning courses utilizing multimedia tools, enhancing accessibility to training resources for remote employees.
  • Strengthened interdepartmental communication and collaboration by facilitating cross-functional training sessions, fostering culture of teamwork and mutual support.
  • Stayed abreast of industry trends and emerging best practices in talent development, ensuring organization maintained competitive edge in workforce capabilities.
  • Managed budgets and resource allocation effectively, optimizing return on investment for all training initiatives undertaken by department.

Education

Bachelor of Information Technology -

The Queensland University of Technology
Brisbane, Australia
04.2001 -

Diploma in Computing & Information Technology -

Asia Pacific University of Technology & Innovation
Kuala Lumpur, Malaysia
04.2001 -

Skills

  • COPC Framework

  • DMAIC Methodology

  • Train the Trainer

  • Training Needs Analysis

  • Curriculum Development

  • ADDIE Model

  • E-learning platforms

Accomplishments

  • Improved Training Effectiveness: Successfully revamped training programs resulting in a measurable increase in employee performance and proficiency levels, leading to enhanced customer satisfaction and retention rates by 40%.
  • Cost Reduction Initiatives: Implemented cost-effective measures in training delivery without compromising quality, resulting in significant savings by 20% for the organization while improving training outcomes.
  • Recognition and Awards: Received recognition and awards for outstanding achievements in training effectiveness and quality improvements.
  • Data-Driven Decision Making: Implemented data analytics and processes to gather insights into training effectiveness and quality metrics, enabling informed decision-making and continuous improvement efforts.

Software

Power BI

Tableau

Microsoft Office Suite

Certification

Six Sigma Yellow Belt

Timeline

Training & Quality Manager

Teleperformance
02.2023 - Current

Training Team Leader

Concentrix
07.2021 - 09.2022

Training & Quality Manager

NEC
03.2019 - 11.2019

Training Manager

PRS Engineering Works
11.2014 - 02.2019

Bachelor of Information Technology -

The Queensland University of Technology
04.2001 -

Diploma in Computing & Information Technology -

Asia Pacific University of Technology & Innovation
04.2001 -

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MURALITHARAN RAMALINGAMExperienced Training & Quality Manager