Mrunali Dhawale

Delivered cyber awareness training to students across BMC schools, keeping large classroom groups engaged. Conducted pre/post assessments, tracked learning outcomes, and improved post-training scores while maintaining attendance records and detailed training documentation.

Led onboarding and capability development for sales teams by designing targeted interventions using TNA/TNI. Standardized SOPs, ran BQM audits, managed PKT readiness, coached teams, and used RAG status reporting to drive corrective actions—contributing to a 15% improvement in sales conversion.

Delivered refresher and performance improvement programs and continued targeted training design based on identified capability gaps. Partnered with operations and quality teams to maintain compliance through timely process and policy updates and drive ongoing performance improvements.

Conducted Training Needs Analysis (TNA) and delivered process training to address performance gaps through nesting and certification of new hires. Improved Business Quality (BQ) scores by 18% and supported continuous improvement using Root Cause Analysis (RCA), corrective actions, and quality calibration with clients.

Trained across multiple processes to ensure workforce readiness and operational continuity through coaching, ongoing performance monitoring, and end-to-end new hire training. Built job aids and assessment tools, improved productivity via capability development, and strengthened evaluator consistency through PKT analysis, gamified assessments, and pre/post calibration.

Managed front desk operations, handling client and visitor inquiries while supporting sales conversions through coordinated appointment scheduling and lead routing. Ran administrative tasks including call/email handling, visitor record maintenance, meeting room bookings, data entry, and basic customer query resolution for loans with appropriate escalation.

Completed PGDM at Welingkar Institute. Focused on business and management training.

Earned a BMS degree from the University of Mumbai.

Completed HSC through the Maharashtra Board.