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Donald Leo Abraham
TRAINING & HIRING MANAGER
Madurai
Summary
Dynamic and results-oriented Training & Development Leader with 14+ years of experience spearheading strategic L&D initiatives across diverse sectors. Proven expertise in training program design, performance improvement, and stakeholder engagement. Adept at driving talent transformation, optimizing training operations, and leveraging learning technologies to align with evolving business goals. A trusted partner in delivering data-driven learning solutions to enhance workforce capability and organizational growth.
Overview
22
22
years of professional experience
Work History
Manager – Training Operations & Delivery
HCL Technologies
09.2018 - Current
- Language Competency interviews for SD resources using the Cambridge Scoring Methodology across the organization.
- Currently lead a team of 8 trainers who are actively assessing and training SD resources.
- Effectively managing Demand Vs Supply w.r.t TNI and scalability.
- Designed and delivered ILT and eLearning programs with measurable impact.
- Implemented RAG framework to report training effectiveness.
- Served as SPOC for organization wide eLearning requests and training operations.
- Set up coaching and training function for HCL Nagpur from the ground up.
- Developed a feedback loop that significantly improved internal candidate readiness.
Associate Manager – Operations & Training
HCL Technologies (Bserv)
07.2016 - 08.2018
- Managed 100 agents, 7 team leads, and 15 SMEs.
- Oversaw SLA, CSI, quality, and attrition metrics.
- Headed training for the unit, streamlined modules, and led background verification processes.
Senior Team Leader – Training & Operations
HCL Technologies (Bserv)
09.2014 - 06.2016
- Trained voice/email/chat agents on language and soft skills.
- Led CRM tool enhancements that directly improved CSAT scores.
Soft Skills Quality Analyst
CSS Corp
02.2013 - 09.2014
- Conducted audits and coaching sessions.
- Published QBR reports and created upskilling plans.
Assistant Manager – Training
Naturals Salon & Spa
04.2012 - 01.2013
- Led Pan-India training for hair, skin, and beauty.
- Liaised with franchise partners on training strategies.
Team Lead / Senior Trainer
Source HOV India Pvt Ltd
Chennai
05.2010 - 03.2012
- Designed and delivered training for leadership and customer-facing teams.
- Led process transitions and set up chat/email quality frameworks.
- Maintained standardized training programs by providing comprehensive in-house training to new employees and newly graduated and hired resources.
Executive Trainer
Firstsource Pvt Ltd
Trichy
12.2008 - 03.2010
- Trained new hires and created TNI-based training programs.
- Content Development.
- TNI based training.
Training Coordinator / Customer Support Advisor
Aviva 24/7 (Now WNS)
01.2006 - 11.2008
- Delivered product, process, and language training.
- Managed training schedules and site-wide coordination.
Facilitator / Trainer
TREC-STEP
Trichy
09.2003 - 10.2004
- Conducted communication skills and job-readiness workshops.
- Achieved 90% placement rate for trained candidates.
Education
Bachelor of Arts - English Literature
University of Madras
Chennai 04.2001 -
Skills
- Strategic Training Leadership & Execution
- End-to-End Learning Program Management
- Upskilling & Reskilling for Project Readiness
- Learning Technology & LMS Administration
- Instructional Design & Curriculum Development
- Stakeholder & Cross-functional Team Collaboration
- Change Management & Learning Governance
- Trainer Performance Metrics & Analysis
- Coaching
- Team leadership
- Decision-making
- Staff development
- Cross-functional teamwork
- Strategic planning
Interests
Cricket Lover
Timeline
Manager – Training Operations & Delivery
HCL Technologies
09.2018 - Current
Associate Manager – Operations & Training
HCL Technologies (Bserv)
07.2016 - 08.2018
Senior Team Leader – Training & Operations
HCL Technologies (Bserv)
09.2014 - 06.2016
Soft Skills Quality Analyst
CSS Corp
02.2013 - 09.2014
Assistant Manager – Training
Naturals Salon & Spa
04.2012 - 01.2013
Team Lead / Senior Trainer
Source HOV India Pvt Ltd
05.2010 - 03.2012
Executive Trainer
Firstsource Pvt Ltd
12.2008 - 03.2010
Training Coordinator / Customer Support Advisor
Aviva 24/7 (Now WNS)
01.2006 - 11.2008
Facilitator / Trainer
TREC-STEP
09.2003 - 10.2004
Bachelor of Arts - English Literature
University of Madras
04.2001 -
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