Harshe
Senior Learning and Development Manager
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About
Dharita H. is an accomplished Learning & Development professional with over 15 years of experience across operations, customer service, and HR administration. She has managed training delivery, content development, and quality assurance within BPO, education, telecom, and technology sectors, including tenures at SquadRun Solutions, StayQrious India, ITM University, Vodafone India, Aegis BPO, and Tata Teleservices. Dharita has overseen POD trainers, devised and tracked training schedules, coordinated with stakeholders for BPO process training, implemented Quality Assurance standards, and managed L&D digital programs. She possesses significant expertise in content development, LMS, MIS reporting, and handling customer service operations. Her responsibilities have included onboarding, HR operations, employee engagement, recruitment, and ensuring continuous organizational development through data-driven training initiatives.
Experience
L&D/Training Manager
SquadRun Solutions Pvt Ltd · 2022 — 2023Oversaw POD trainers by managing training schedules and leaves, created and executed learning strategies, and developed content for lead generation training at all levels. Designed scripts, facilitated Product & Process Training, and delivered instructional sessions via digital platforms such as Zoom and Gmeets. Compiled Training & MIS reports for stakeholders, implemented company-wide learning methods, and assessed the effectiveness of development plans. Coordinated meetings with internal and external senior management to align training with business process requirements, initiated specialized programs as needed, and assisted managers with employee career development.Lead Training & Quality
StayQrious India Pvt Ltd · 2022 — 2022Monitored and developed Quality Assurance formats and standards, designed and evaluated training programs and materials, and maintained Training & Quality MIS. Facilitated digital training sessions for the Customer Delight team via Zoom and Gmeets, conducted feedback and quality audits, and observed team performance to provide constructive input. Conducted Training Needs Analysis for the Quality Assurance team, generating quarterly and annual training plans focused on developing QA skills and supporting client KPI and performance requirements.Faculty-Office Administration
ICICI Foundation for Skills Development · 2016 — 2019Delivered Sales Training and Office Administration instruction as per course guidelines. Managed center operations including training, sourcing, counseling, and placements, while organizing PTMs, industrial visits, and convocation events. Handled center stationery, uniforms, and material records, maintained placement and training reports in coordination with the central MIS team, and arranged travel and meeting logistics for senior management. Oversaw telephone, email, and mail distribution, maintained supplies and documentation, and ensured accurate management of sensitive files.Training Manager
ITM University · 2014 — 2015Administered onboarding, HR induction, and sales training programs for bank employees. Coordinated transportation, travel, and administrative activities for training, maintained documentation for new joiners, and tracked training reports through MIS. Identified training needs through job analysis and consultation, developed tailored training programs and manuals, managed the training budget, and evaluated organizational performance to align with business needs. Focused on skill assessment and development, and facilitated communication across teams and management.Assistant Manager-Training
Sai Info System (Click Telecom) · 2011 — 2013Managed HR functions including recruitment, onboarding, exit formalities, and employee engagement. Coordinated team approvals with Finance, oversaw leave management for new hires, and delivered product and process training for internal staff and partners. Conducted needs assessments, established new training programs, created orientation curricula, and provided Feedback & Coaching training for supervisors and leadership teams.Executive Trainer
Vodafone India Service Pvt Ltd · 2008 — 2010Facilitated Product and Process as well as Soft Skills training across floors and stores. Evaluated training needs, developed new programs, and created improvement plans at the individual level. Authored training requirements for SME and Trainers, served as SPOC for LMS and Knowledge portal, and provided instruction on Road and Fire Safety and Customer Centricity. Created content for the L&D intranet page, prepared training reports alongside MIS, and presented leadership-focused sessions on positive attitude and work-life balance.Specialist Trainer
AEGIS BPO Service Ltd · 2007 — 2008Acted as Recruitment SPOC for the training team, delivered Product, Process, and Soft Skills training for GJ, RJ, and MP Processes. Directed a team of SME and acted as SPOC for AOL, participated in high-visibility projects, and performed needs assessments for new programs. Managed data for all development training as per man-hours, and coordinated training reports through MIS for both internal and external reviews.Customer Service Executive
Tata Teleservice Ltd · 2003 — 2006Conducted walk-in customer management at PO and various departments, managed customer service back-end processes including refunds for Gujarat, MPCG, and Rajasthan Circle, and handled vendor management involving company stationery, corporate gifts, and food services. Coordinated HR activities for leaves, birthdays, and employee engagement, while maintaining comprehensive reports with the MIS team for review purposes.
Skills & Expertise
Education
- B.Sc.Gujarat University
- Diploma in Basic (Fine Arts)Institution not specified
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