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rashu chhettri

@rashuchhettri

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I lead training and transition programs that accelerate readiness, improve quality, and stabilize go-lives.

India

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What I'm looking for

I'm looking to lead training, transition, and capability-building initiatives where I can improve readiness, reduce time-to-productivity, strengthen quality, and support successful business transformation.

At Firstsource Solutions, I lead training and transition activities for business and process transformation, coordinating readiness across operations, quality, SMEs, leadership, and stakeholders.

I turn business requirements into SOPs, learning paths, training plans, assessments, and OJT frameworks. I support go-live and hypercare by tracking performance, resolving readiness gaps, and driving corrective coaching.

Across Tech Mahindra and Wipro BPO, I've onboarded 150+ new hires, delivered technical and behavioral learning, supported AT&T and Verizon operations, and maintained knowledge repositories and standardized assessments.

I've led UK-to-India customer support transitions for JD Sports and Wickes, as well as EdTech pilots and onboarding programs. My onboarding frameworks reduced new-hire time-to-productivity by 30%, while Train-the-Trainer initiatives increased certification rates by 25%.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager- Training and Transition

Current

Firstsource Solutions Private Limited

Jul 2023 - Present (3 years 2 months)

Lead training and transition activities supporting business/process transformation, focusing on readiness, capability building, and operational stabilization. Coordinate end-to-end transition readiness across stakeholders and drive process discovery and knowledge transfer.

Training and Development Transition Management Knowledge Management Learning Needs Analysis (LNA)Train The Trainer (TTT)SOP Design Onboarding Go Live Readiness Stakeholder Management Lean Six Sigma Process Improvement Performance Analytics Quality Management PMO Practices Content Design

Process Trainer

Tech Mahindra

Feb 2022 - Jul 2023 (1 year 5 months)

Led onboarding for 150+ new hires through technical and behavioral training interventions. Developed customized learning paths, resulting in improved retention and process adherence.

Training and Development Onboarding Learning Pathways Knowledge Repositories Assessments Quality Checks

Senior Customer Service Associate

Wipro BPO Ltd.

Jan 2020 - Feb 2022 (2 years 1 month)

Facilitated training on process flow and managed escalations for AT&T operations. Implemented refresher learning programs and coaching sessions to improve FCR and CSAT.

Training Escalation Management Refresher Training Coaching FCR CSAT Content Design

Head Sales Manager

Navabharat Farmers Producer Co. Ltd.

Jun 2017 - Dec 2019 (2 years 6 months)

Directed sales and business development operations across South India for cattle feed products. Implemented strategic initiatives to drive revenue and enhance distributor network efficiency.

Sales Business Development strategic initiatives Revenue Growth Distribution Network

Associate Customer Support Manager

Tech Mahindra

Jan 2016 - Jun 2017 (1 year 5 months)

Delivered technical training and process support for Verizon services, ensuring SLA adherence. Promoted to Subject Matter Expert; facilitated peer coaching sessions and optimized workflow processes through Lean analysis.

Technical Training Process Support SLA Adherence Subject Matter Expert Peer Coaching Process Analysis

Education

Degrees, certifications, and relevant coursework

Osmania University

Bachelor of Commerce, Commerce

Completed Bachelor of Commerce with a focus on Commerce.

Andhra University

MBA, Project Management

2026 -

Activities and societies: Participated in academic projects, case studies, group discussions, presentations, and workshops focused on Human Resource Management, Talent Management, Learning & Development, Organizational Development, and Business Strategy. Engaged in team-based research, problem-solving, data analysis, and process improvement activities, strengthening leadership, communication.

Pursuing postgraduate studies in Project Management with a focus on project planning, execution, stakeholder management, risk management, resource allocation, Agile methodologies, and quality management. Developing practical expertise through case studies, project-based learning, research, and real-world business problem-solving.