Allan Kadhum
@allankadhum
Learning & Capability Development leader improving onboarding readiness and operational performance through data-driven training governance and change.
IndiaWhat I'm looking for
I’m a Learning & Capability Development leader with 15+ years across global service delivery, contact centers, customer experience, and operational excellence. In my current role as Training Team Manager, I lead a team of trainers in a high-volume customer service environment, driving onboarding, nesting, progression, and performance improvement through structured learning governance and Training Needs Analysis. I’m known for strengthening governance frameworks and using operational dashboards, QA audits, CSAT trends, and production readiness tracking to close capability gaps and stabilize performance.
I’ve led large-scale change and technology implementations, including Genesys Cloud, Nimbus rollout, and Knowledge Hub deployment, partnering with Operations, Technology, HR, Quality, and Workforce Management to ensure adoption with minimal disruption. I build certification standards, content review cycles, and trainer calibration to maintain delivery quality, then measure outcomes via learner assessments and post-training performance analysis. Earlier in my career, I managed teams in marketing and customer service, which sharpened my coaching, compliance discipline, and KPI/SLA focus—skills I bring to every transformation and transition initiative.
Experience
Work history, roles, and key accomplishments
Training Team Manager
BA Call Centre India Private Limited
Jun 2015 - Present (11 years)
Led a team of 9 trainers and managed training governance for high-volume customer service operations, including onboarding, nesting, progression, and performance improvement. Drove operational transformation and technology rollout enablement across Genesys Cloud, Nimbus, and a Knowledge Hub rollout, supporting adoption and operational stability.
Marketing Manager
Brou Winkind Pharmalab Pvt. Ltd.
Jan 2012 - May 2015 (3 years 4 months)
Managed and performance-led 35–40 Marketing Associates across territories, delivering regional marketing strategy aligned to annual revenue objectives. Drove consistent 12–18% YoY growth and increased product uptake by 15–20% through dashboards, market analysis, and field coaching.
Customer Service Representative
Canadian Imperial Bank of Commerce (CIBC)
Oct 2009 - Jul 2010 (9 months)
Processed 120–150 daily financial transactions with 98–100% reconciliation accuracy while providing front-line customer service in a regulated environment. Maintained AML/KYC and fraud-prevention compliance, generated 15–20 qualified referrals per month, and supported branch audits with zero major compliance findings.
Sales & Marketing Team Lead
Netstar Technologies Pvt. Ltd.
Aug 2004 - May 2008 (3 years 9 months)
Led a 25-member sales team for IT hardware sales, managing revenue targets, pipeline forecasting, and corrective action planning against KPIs. Delivered 15–25% YoY revenue growth, increased average deal size via bundled solutions, and improved target achievement to 90–95% consistency.
Education
Degrees, certifications, and relevant coursework
Centennial College
Post Graduate Diploma in Marketing, Marketing
Completed a Post Graduate Diploma in Marketing at Centennial College in Toronto, Canada.
Jagannath Institute of Management Studies
Bachelor of Business Administration, Business Administration
Completed a Bachelor of Business Administration at Jagannath Institute of Management Studies in Delhi, India.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Allan?
You can contact Allan and 90k+ other talented remote workers on Himalayas.
Message AllanFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
