Amazon KNet, Amazon Learn, Cornerstone OnDemand
Gopalakrishnan Murugavel
Coimbatore
Summary
Accomplished Learning Facilitator at Amazon Development Centre, renowned for designing impactful training programs and leading cross-functional teams to enhance performance metrics. Expert in LMS administration and adept at fostering stakeholder relationships, I significantly improved learning outcomes and operational efficiency, embodying leadership and innovation.
Overview
7
7
years of professional experience
1
1
Certification
Work History
BRM (Books Risk Management) Learning Facilitator
Amazon Development Centre
07.2022 - 11.2024
- Training Delivery & Facilitation: Led training for HYDERABAD on 5 Risk Workflows and Professional Development for multiple locations (Chennai, Hyderabad & Costa Rica) in both virtual and on-site formats.
- Program Management: Successfully executed the SME Hiring Program, including onboarding for new hires, and ensured smooth tool migrations and risk mitigation.
- Instructional Design: Collaborated with SMEs to develop interactive training materials, applying instructional design principles for effective learning experiences.
- Training Logistics & Coordination: Managed scheduling, venue selection, and participant enrollment; administered LMS for content accuracy and user access.
- Training Effectiveness & Continuous Improvement: Monitored learning outcomes through feedback surveys and KPIs, driving continuous performance improvements.
- Cross-functional Collaboration & Leadership: Contributed to TNA, RCA, and MBR discussions, leading initiatives to enhance learner engagement and L&P performance.
- Train-the-Trainer: Delivered train-the-trainer sessions to build internal capacity and ensure consistent delivery standards.
- Onboarding & Development: Provided onboarding support for specialists and team members, and facilitated Professional Development training for Senior leadership.
CS Team Manager
Amazon Development Centre
03.2021 - 06.2022
- Managed up to 30 remote associates, conducting regular 1:1s to address performance, conduct, and attendance concerns.
- Developed personalized career plans for associates to help achieve career goals.
- Acted as point of contact for operational issues and associate concerns.
- Coordinated team resources, managed task allocation, and facilitated meetings (DBR, WBR, MBR).
- Drove continuous improvement in KPIs and supported process optimization initiatives.
- Promoted team alignment with Leadership Principles and company culture.
- Analyzed data trends and managed escalations, ensuring resolution of complex issues.
CS Training Specialist / Universal Trainer
Amazon Development Centre
07.2018 - 02.2021
- Training Delivery: Delivered approved new hire, refresher, and launch training programs, creating content as needed to prepare new hires for production.
- Universal Trainer: Trained NHT batches on process and soft skills, achieving high FPY (First Pass Yield) for assigned batches.
- LMS Administration: Managed LMS, assigned SDLs (Self driven Learnings) to individuals, teams, and sites, drove completion, and provided completion reports to stakeholders.
- People Management: Onboarded and trained 25+ new hires and mentored a team of up to 40 associates as a Team Supervisor.
- Performance Improvement: Partnered with TMs to analyze data and improve team performance, focusing on key metrics and behavior.
- Quality & Compliance Audits: Audited new hires, teams, and bottom performers, provided coaching, and ensured goals and metrics were met through feedback and monitoring.
Customer Service Associate
Amazon Development Centre
06.2017 - 06.2018
- Managed queries for domestic and international customers via phone, chat, and email, providing resolutions, issuing concessions, escalating issues, and handling escalations.
- Awarded Customer Obsession Award in October 2017.
Education
B.E - Electrical, Electronics And Communications Engineering
Anna University
Tamilnadu05-2017
Skills
- Training Program Design & Delivery
- Training Needs Assessment & Analysis
- LMS Administration
- Performance Evaluation & Metrics Reporting
- Stakeholder Engagement & Relationship Management
- Resource Allocation
- Team Leadership & Cross-functional Collaboration
- In-Person & Virtual Training Facilitation
Certification
- Project Management Excellence Certification
- 6-Step Kaizen & Kaizen Tools Certification
- Lean Six Sigma YBC
- Failure Mode and Effects Analysis Certification
- Certified Professional in Learning and Performance (CPLP)
- ADDIE Methodology Certification
- Train-the-Trainer Certification
- eLearning Instructional Design Certification
- Certified Learning Management System (LMS) Administrator
- Articulate Storyline & Rise Certification
- Google Analytics Certification
- Emotional Intelligence Certification
- Coaching Certification
- Leadership Development Certification
Software
Articulate Storyline, Articulate Rise, Adobe Captivate
Microsoft Teams, Zoom, Slack, Webex, Amazon Chime, Adobe Connect
Microsoft Excel, Power Point, Word, Outlook
Qualtrics, Kirkpatrick's Four Levels of Evaluation, Field Sense, Tableau, SQL,
Quick Sight, CSC, Hubble, SharePoint, Quip
Interests
Passionate about personal development and fostering a culture of continuous learning I enjoy exploring new training methodologies and technologies to enhance the learner experience Enthusiastic about coaching and mentoring individuals to reach their full potential Outside of work, I enjoy reading on leadership and psychology, experimenting with eLearning tools, and participating in community-based educational initiatives Additionally, I am committed to staying updated with industry trends through online courses and networking events
Timeline
BRM (Books Risk Management) Learning Facilitator
Amazon Development Centre
07.2022 - 11.2024
CS Team Manager
Amazon Development Centre
03.2021 - 06.2022
CS Training Specialist / Universal Trainer
Amazon Development Centre
07.2018 - 02.2021
Customer Service Associate
Amazon Development Centre
06.2017 - 06.2018
- Project Management Excellence Certification
- 6-Step Kaizen & Kaizen Tools Certification
- Lean Six Sigma YBC
- Failure Mode and Effects Analysis Certification
- Certified Professional in Learning and Performance (CPLP)
- ADDIE Methodology Certification
- Train-the-Trainer Certification
- eLearning Instructional Design Certification
- Certified Learning Management System (LMS) Administrator
- Articulate Storyline & Rise Certification
- Google Analytics Certification
- Emotional Intelligence Certification
- Coaching Certification
- Leadership Development Certification
B.E - Electrical, Electronics And Communications Engineering
Anna University
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