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sunila chhetri

@sunilachhetri

Group Learning Specialist at OSBIndiaPrivateLimited who develops curricula and delivers training across virtual and in-person formats.

India

Message

At OSBIndiaPrivateLimited, I analyze group learning needs, develop curricula, and create e-learning modules, presentations, and workshops. I deliver instructor-led sessions and coach teams in virtual and in-person settings.

Previously, I revamped and managed the first level of the Management Development Programme and coached staff using the GROW framework. As a Process Trainer, I delivered mortgage servicing training and worked as a Project Lead on Bottomline Direct Debit and Libor rate change projects.

Experience

Work history, roles, and key accomplishments

Current

Group Learning Specialist

Current

OSB India Private Limited

Oct 2025 - Present (1 year 1 month)

Analyzed group learning needs, developed curricula, and created e-learning modules and workshops. Delivered instructor-led sessions and facilitated group discussions for large and small teams.

Instructional Design E Learning Facilitation Coaching LMS Agile Project Management Stakeholder Collaboration ROI Analysis

Sr. Learning & Development Specialist

OSB India Private Limited

Oct 2021 - Oct 2025 (4 years)

Designed, developed, and delivered engaging in-house training programs for staff at all levels. Coached staff using the GROW framework and collaborated with stakeholders to align learning initiatives with business objectives.

Training Design Facilitation Coaching GROW Model LMS Needs Assessment Gamification AI Integration Stakeholder Management

Process Trainer - Lending

OSB India Private Limited

Oct 2018 - Oct 2021 (3 years)

Delivered training programs to new hire batches on mortgage loan servicing and customer service processes. Created and updated training materials, manuals, SOPs, and presentations.

Training Delivery Mortgage Servicing Onboarding E Learning Roleplaying SOP Development Compliance Training Coaching Mentorship

Customer Relations Officer – CRT Savings

OSB India Private Limited

May 2017 - Oct 2018 (1 year 5 months)

Logged, investigated, and resolved customer complaints regarding savings accounts, interest rates, charges, and transaction disputes. Ensured timely resolution within service-level agreements.

Complaint Resolution Customer Service Regulatory Compliance Risk Management Data Analysis Reporting

Quality Assurance Analyst - Credentialing

First Advantage Global Operating Center

Jul 2014 - Feb 2017 (2 years 7 months)

Conducted quality checks on business background verification cases to ensure accuracy and completeness. Audited screening processes to verify compliance with company policies and regulatory requirements.

Quality Assurance Background Screening Compliance Audit Data Privacy Process Improvement Training

Sr. Customer Service Executive – Online Banking & Credit Cards

HSBC Electronic Data Processing India Pvt. Ltd.

Oct 2011 - Apr 2014 (2 years 6 months)

Responded to customer queries related to savings accounts, online banking, and credit card transactions. Assisted customers with account setup, password resets, and troubleshooting online banking issues.

Customer Service Online Banking Credit Cards Troubleshooting Fraud Prevention Digital Banking Compliance

Sr. Customer Service Executive – Internet Service

America Online India Pvt. Ltd.

Jan 2007 - Aug 2009 (2 years 7 months)

Responded to customer inquiries via phone regarding internet services, billing, and account management. Helped troubleshoot internet connectivity issues and escalated complex technical problems.

Customer Service Troubleshooting Sales Retention Billing Account Management