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Jagan Bharadwaj

@jaganbharadwaj

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Senior Learning & Development professional specializing in Instructional Design, ILT, and process excellence.

India

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What I'm looking for

I seek a senior L&D role focused on instructional design, measurable training impact, cross-functional collaboration, process excellence, and opportunities to scale learning programs.

I am a Senior Learning & Development professional with 11+ years of experience designing, developing, and delivering Instructor-Led Training (ILT), e-learning, and blended learning using ADDIE, Backward Design, and Kirkpatrick’s model. I have led TNI/TNA initiatives across BPO and banking sectors, improving learner outcomes and operational metrics.

I have a proven record of driving process excellence—implementing Google Forms decision trees, LMS-based knowledge management (Disperz, Lumen), and Greenbelt (DMAIC) projects that boosted CSAT, SOP adherence, and process accuracy. I create multimedia training assets using Camtasia, iSpring, Canva, and video/voice-over tools to enhance onboarding and partner enablement.

I thrive collaborating with Operations, Quality, HR, and stakeholders to translate business goals into measurable learning programs that shorten onboarding, reduce AHT, and increase compliance. I am committed to continuous improvement, practical instructional design, and delivering measurable business impact.

Experience

Work history, roles, and key accomplishments

Current

Deputy Manager - Training

Current

U-Next Learning Pvt Ltd

Jun 2025 - Present (6 months)

Assisted in designing, developing, and delivering ILT and e-learning using ADDIE and Kirkpatrick, improving learner assessment outcomes by 15% and reducing onboarding time by 10 days. Trained 200+ employees with 95% satisfaction and drove a 20% improvement in process accuracy.

Instructional Design ADDIE ILT Camtasia Canva

Senior Process Trainer

North East Small Finance Bank - Slice

Dec 2024 - May 2025 (5 months)

Designed and delivered scalable ILT and onboarding programs using ADDIE and Backward Design, applied Kirkpatrick evaluation to measure impact, and improved metrics like FCR and CSAT through data-driven interventions.

Instructional Design ADDIE Backwards Design TNA TNI Camtasia SOP Development Stakeholder Management

Senior Process Trainer

Handigital Solution Private Ltd

Jul 2024 - Nov 2024 (4 months)

Developed and delivered ILT and blended learning programs using ADDIE and Kirkpatrick models, conducted TNI/TNA to tailor content, and improved FPP and CSAT via targeted training initiatives.

ILT ADDIE TNA TNI Camtasia Curriculum Development Change Management Performance Metrics

Junior Process Analyst

Bundl Technologies

Dec 2018 - Jan 2024 (5 years 1 month)

Led training for outsourced partners, implemented Google Forms decision trees and Disperz LMS, improving CSAT from 84% to 87% and SOP adherence from 60% to 75% while contributing to Greenbelt (DMAIC) projects.

Training Delivery CSAT Root Cause Analysis Video Editing Knowledge Management

Technical Support Analyst

Concentrix

Oct 2014 - Mar 2018 (3 years 5 months)

Led quality monitoring and RCA initiatives, improving CSAT from 79% to 86% and reducing AHT from 15.5 to 13.5 minutes through process and training interventions.

Root Cause Analysis CAPA CSAT Escalation Management Coaching CRM

Interactive Social Media Advisor

24/7 Customer

Sep 2011 - Apr 2012 (7 months)

Developed social media strategy, created and curated content, managed community engagement, and trained internal teams on social media best practices to enhance online presence.

Social Media Strategy Community Management Content Creation Training Analytics Microsoft Office