Naazma Mirza

A Veteran Training Manager with 11 years of experience. MBA (HR), MEC, TTT,
PGDM (L&D) & POSH from ISTD, Lean Six Sigma: Yellow, Green, Master Black Belt Certified. 

 A leader who prioritizes results and has experience in a variety of industries and fields of expertise, including
teleshopping, online/web/app shopping, fintech, sales, retail, customer support, training, quality control, and
operation support.
 Expertise in all training methods and types, as well as practical experience in the design of sops, process
guidelines, training materials, pre- or post-training assessments, feedback surveys, project reports, and
training throughputs.
 A talented strategist, planner, project manager, and implementer with a strong track record of developing and exe
cuting plans to achieve the desired goals and operational success.
 Competent project managers in terms of project planning, development, and management
 Ability to manage large groups or teams and be an active team player.
 Demonstrating a positive attitude and having experience managing conflicts.
 Competent in developing and managing instructional programs and curriculum, training, compliance audits,
and client relationships.
 Excellent MS Office, presentation, and communication skills.
 Career Scan
Paytm (One 97 Communication) | Training Manager | 2022- Present
 New Hired Training: Onboarding training, induction, and process training for new members
 Team Management: Effectively manage and coordinate the training team to ensure seamless delivery
of training programs, optimize team performance, and Conduct TTT (Train the Trainer Program).
 Assessing training needs: Conducting a thorough analysis of organizational training needs to
determine the most effective training methods and programs (TNI/TNA).
 Developing training programs and Content: Design and develop training programs and content
that meet the needs of employees and align with organizational
objectives Contact Information
 Training Deliveries: conducting training sessions and delivering +917678366608
training content through various methods, such as instructor-led
Nazmamirza.24nm@Gmail.com
sessions, e-learning, on-the-job training, workshops, Refreshers,
https://www.linkedin.com/in/
LMS base, Personal Development, Leadership Training, etc.
nazma-mirza-83a179175/

Educational Degrees  Performance Management:

1. Pursuing 3rd. PG Diploma in Training and Development (TTT) assessing the effectiveness of
From ‘ISTD’ (Indian Society for Training and Development). training programs and making
2. M.B.A (HRM) from S.M.U (2013). necessary changes to improve
3. Master in Economics Commerce (MEC) From IGNOU (2015). employee learning outcomes
4. Graduation (BA Honours.) from Delhi University (2010).
Core Competencies
Professional Certification  Content Creation & Development.
 Training Assessments/Surveys.
1. Lean Six Sigma - Master Black Belt
 TNI (Training needs Identification)
2. Lean Six Sigma - Green Belt
3. Lean Six Sigma- Yellow Belt  TNA (Training Need Analysis).
4. Lean Six Sigma - Lean Management  TNE (Training needs Evaluation).
5. POSH (Prevention of Sexual Harassment at Workplace-Act. 2013)  Training Coordination /Deliveries.
from ISTD.
 Team Management.
6. TTT (PG Diploma): Training and Development from ISTD (Final
 Operations Management
Semester)
7. CELTA (Certificate in English Language Teaching to Adults) from  Project Designing & Management.
the British Council.  Coaching/Feedback/Mentoring.
8. ‘FASSI’ from the Ministry of Health Family Welfare GOVT. of  Quality and Learning Audits.
India.  Vendor/ Client Relationship.
9. Business Writing Skills (From Amazon)
 Program Management.
10. leadership Principles (From Amazon)
 Data Analysis & Management.
 TTT (Train the Trainer) Program
Technical Certifications & Proficiencies  Leadership Training.
 OJT (On-Job-Trainings).
1. DCTT (Diploma in Computer Teacher Training)  Training throughput/Scorecards.
2. MCSE (Microsoft Certified System Engineering) & Web Designing.  LMS/CRM/Web/E-learnings.
3. PDCA. (Professional Diploma in Computer Application)  POSH, COC, Compliance Training
4. MS Office Professional (Word, Excel, PowerPoint)  Sales/ Conversions Trainings.
5. Mini Tab, Chat GPT, WPS office, Shared Drives Knowledge.  Technical Training.
6. LMS, CRM, Web Portals, LM Learning App.  Leadership Development.
7. Zoom, Chime, Google meet, MS Teams, Skype.  Soft Skills/Personal Development.
 Managing resources and Budgets: managing the training budget and team, identifying appropriate
training materials and resources, and coordinating with trainers and vendors
 Leadership Training/Client Training: Enhance leadership skills, and clients through targeted training
programs that drive organizational growth and success.
 Project Designing and Development: Streamline project handling and foster effective development
practices to ensure successful project delivery and achieve desired outcomes

Projects: Handle successful launches of the NCMC Card nationwide and provide training to more than
20000 Metro and City Bus officials nationwide on the NCMC Card: DMRC, GMRC, Hyderabad (L&T),
BMRC Metros, KTCL BRTS, AMTS, and BEST City Bus Operations.

Amazon. in (Last-Mile) |Sr. Training Specialist |2019-2022

 TTT Training For LA/LGs: trained delivery station POCs (LAs and LGs) (Learning Ambassadors and
Learning Gurus) and certified them through minimum skills verification (MSV) regularly.
 Training Deliveries: Provide Training on New Process Launches, Process Updates, Compliances,
Briefings, NH training, and Track record of completion for assigned Program/Course of LM Tutor LMS.
 Operations Support: Provide peak support to the Last Mile Stations to maintain their daily operational
tasks during peak days. Like, assign, depart, aging, bad scans, returns, DNR cases, etc.
 Training Needs and Performance Evaluations: Conducting Pre and Post Training evaluations (TNA, TNI,
TNE), skills gap analysis, and providing feedback, coaching, or training accordingly.
 Leadership/Vendors Support: Support AMZL Stations, EDSP Stations, DSP vendors, Store on
processes, AEW/OEW, and technical, training for assigned territories or network-wide.
 Learning health checks (training audits) of last-mile delivery stations from a training perspective to
measure training effectiveness.
 Project Management: Lead projects network-level, end-to-end from defining stage to scope to final
delivery and closure.
 LBD (Learn by Doing) Support Provide support and Guidance to all new joiners during their LBD

Projects: Successfully managing Territory and Zonal-wide Bad Scan, DNR, and DPMO projects.
Coordinating cross-functional teams, managing stakeholders & ensuring project milestones demonstrated
expertise in effectively overseeing and implementing project initiatives to drive desired outcomes.

Tech Mahindra | Training Lead | 2018 – 2019

 Assessing Training Needs: Identifying an organization's knowledge, skills, and competency gaps
and determining the training requirements to address them.
 Training Team Management: Managing a team of trainers, coordinating their activities,
providing guidance and support, and ensuring the effective delivery of training programs
 Performance Evaluations: Assessing the effectiveness of training programs and evaluating the
performance of trainees to measure the impact of training on job performance
 Design Training Programs and Content: Developing training programs designing engaging
training materials, and creating interactive content
 OJT Team Management: Overseeing on-the-job training programs, coordinating practical
training sessions, and ensuring trainees receive hands-on experience and skill development.
 Projects Designing and Development: Creating and managing projects related to training
initiatives, such as e-learning modules, blended learning programs, or simulations
 Coaching and Feedback: Providing constructive feedback and mentoring support to trainees,
guiding their learning progress, and helping them apply acquired skills.

Projects: New Hired, Attrition Reduction, AHT reduction, Lead Conversion.

Naaptol Shopping | Assistant Training Manager| 2013 -2017

Growth Path
 Training Manager (2016–2017): Training for New trainers (TTT), team management, performance
management, training throughput, training planning, and execution meetings
 Training Lead (2015–2016): Training Coordination, Managing and Making Training Planners,
Dashboards, Analytical Reports, Team Mentoring
 Trainer then Sr. Trainer (2014-2015): New Hired Training, Refresher Training, OJT planning and
Management, Product, and Process Training, Trainer’s Mentoring, Clint Training, Conversions Training Etc.
 Quality Assurance (QA) (2013-2014):  Call quality audits, call calibration, feedback & and coaching.

Projects: AHT (average handling time), low lead conversion, Product Sales Conversion.

Exceptional achievements

 Received the Best Trainer title 3 times in a row, in 2014, 2015, and 2016.While working
in Naaptol.
 In four years, I was promoted 5 times. During the time spent at Naaptol.
 Received admiration and appreciation for DPMO Project’s Outstanding Success (2021)
from my Training HOD and our Last-Mile Director While Working in Amazon (LM).
 Received Appreciation Acknowledgment from DMRC Metro Ops. Director and
Hyderabad L&T Metro AFC Directors for Outstanding Training facilitations for their
Metro officials Working in Paytm (2023).
 Many Times, are featured on the Paytm Monthly Newsletter Front page and in Paytm
Annual Dashboard for my Project Success stories.
 Volunteering for PFA and helping stray animals’ welfare & rescue as an animal and
social activist.