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Gunjan Pruthi

@gunjanpruthi

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Learning Solutions Lead using generative AI to design scalable, measurable learning programs and enable teams.

India

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What I'm looking for

I want to lead AI-enabled L&D that scales personalized learning, accelerates content creation, and improves CSAT/NPS with measurable business impact—partnering with leaders to build data-informed training that teams trust.

I’m a Training & People Enablement professional with 10+ years driving learning strategy across BPO and SaaS organizations. I specialize in instructional design, AI-augmented content development, LMS administration, and performance consulting to improve outcomes that leaders can measure.

In my current role at Phreesia India, I architect AI-led learning programs for US Healthcare SaaS clients using Claude and ChatGPT—cutting content creation time by 30% and scaling personalised learning journeys. I build scalable e-learning with Articulate 360 and Rise 360, design AI-powered onboarding that reduces time-to-productivity by 20%, and use AI-driven diagnostics to identify performance gaps and deliver targeted interventions.

I’ve also led training and quality from the front lines, including managing trainers, running Train-the-Trainer programs, and strengthening knowledge bases and governance for audit-ready compliance. I’m especially motivated by embedding generative AI into L&D workflows to create a culture of continuous, data-informed learning—and I bring leadership development experience through 15+ programs with AI-powered simulations and role-play scenarios.

Experience

Work history, roles, and key accomplishments

Current

Learning Solutions Lead

Current

Phreesia India

Aug 2023 - Present (2 years 10 months)

Architected AI-augmented learning programs for US healthcare SaaS clients using Claude and ChatGPT, cutting content creation time by 30% and scaling personalized learning journeys. Designed AI-powered onboarding and improved learner outcomes through performance diagnostics, knowledge governance, and AI-embedded L&D workflows.

Generative AI Prompt Engineering Instructional Design Articulate 360 LMS administration Knowledge Management Onboarding Performance Analytics Change Management

Assistant Manager, Training

Teleperformance

Mar 2023 - Jun 2023 (3 months)

Led 9 trainers and aligned training with CSAT/NPS goals, driving a 3% CSAT uplift via data-driven gap analysis and targeted interventions. Managed curriculum sequencing and delivered Train-the-Trainer upskilling to improve delivery quality and reduce manual effort through automation-driven methodologies.

CSAT NPS Improvement Data & Analytics Curriculum Management Coaching Automation Performance Consulting Stakeholder Management

Assistant Manager, Operations

Concentrix Daksh Services India Pvt Ltd

Mar 2022 - Feb 2023 (11 months)

Managed 25+ Sales Operations Executives against AHT, FCR, and call quality KPIs while protecting CSAT/NPS through prioritised escalation management and a zero-backlog policy for high-priority cases. Audited transactions for accuracy and compliance, strengthening the QA framework and speeding issue closure through accountability-driven reviews.

Sales KPIs AHT FCR Quality Assurance Escalation Management CSAT & Compliance Process Optimization Performance Metrics

Lead - Training & Quality

Concentrix Daksh Services India Pvt Ltd

Jan 2020 - Mar 2022 (2 years 2 months)

Designed and delivered new-hire onboarding and product training, improving knowledge retention and role readiness from day one. Conducted TNAs and coaching, managed LMS and knowledge base governance, and built interactive e-learning modules that reduced trainer-led delivery time while maintaining learner engagement.

Training Delivery Coaching LMS administration Instructional Design E Learning Development

Senior Representative, Operations

Concentrix Daksh Services India Pvt Ltd

Feb 2018 - Dec 2019 (1 year 10 months)

Delivered top-tier customer service consistently exceeding client KPIs and contributing to team CSAT improvement initiatives. Proactively participated in upskilling to deepen product knowledge and prepare for a transition into training and quality roles.

Customer Service KPI Management CSAT Product Knowledge Customer Excellence Performance Monitoring

Customer Service Executive

Selcom Solution

Apr 2015 - Dec 2017 (2 years 8 months)

Provided remote diagnostics and troubleshooting for US/Canada customers while meeting monthly sales targets through consultative service. Co-created a CSAT survey framework to establish a feedback loop that improved service delivery tracking.

Remote Diagnostic Troubleshooting Customer Support Consultative Selling Sales Targets

Welcomer Associate

Pullman Gurgaon Central Park Hotel

Jun 2014 - Feb 2015 (8 months)

Created a warm first impression for hotel guests, ensuring seamless arrivals and consistently high satisfaction scores. Proactively introduced guests to hotel facilities and services, contributing to upselling and incremental F&B revenue.

Guest Experience Customer Satisfaction Upselling Service Coordination Revenue Support Customer Engagement