1. Anupama A Sarkar
Mob No-9899967931
anupama.sarkar84@gmail.com
DOB: August 7, 1984
Professional summary
I am a certified British Council Master Trainer and Common European Framework (CEF)
assessor with over 12 years of experience in the fields of ITES, Healthcare, Telecom and finance.
I have worked in India and Overseas. My core competency areas have been – Training delivery
(Soft skills, Behavioral, Sales, Business Communication, Voice & Accent Language and UK
Culture trainings), Training Need Identification, Content Development, Curriculum designing,
Employee development, New hire Induction, Internal audit and compliance and Project
Management.
Educational Qualification
 Bachelor of Arts from Delhi College of Arts and Commerce (Delhi University) in
Industrial relations and Personnel Management with Economics in 2005
Professional Qualifications and Certifications
 British Council Certified Master Trainer in language, facilitation and instructional design
with Merit
 British council Certified Language Trainer with merit.
 Certified on the advanced Train the Trainer workshop conducted by Barclays Talent
Academy
 British Council accredited assessor on Common European framework
 MDI certified trainer on Managing self and others for higher performance
 Six Sigma white belt certification
 Certified Induction Facilitator by Barclays Talent Academy
Some of the key training programs delivered so far –
 Advanced Train the trainer workshops for developing facilitation and content delivery
skills of new trainers
 End to End Voice and Accent sensitization
 English language enhancement (Spoken and Written)
 Business communication
 Presentation skills
 Sales enhancement Skills
 Selling for sure
 To Sell or to up sell
 Soft skills
 Leadership skills

2.  Customer service skills
 Feedback, coaching and mentoring skills
 Public speaking
 Objection handling skills
 High impact communication
 Email writing skills
 Report writing and commentary writing skills
 Inter - personal skills
 Conflict management
 Handling sarcasm
 E- conferencing skills and Meeting etiquette
 Business continuity management and
 Information Security
Employment history
1) Freelancer (June 2014 – till now) – Training and development
 Conducting freelance training sessions for Barclays, Maruti Suzuki, Dale Carnegie, Tata
Consultancy Services, HCL, Wipro, VMART, SHELL and Tata SKY, SKF Bangalore,
Neucleus Software, Tata motors on various behavioral and Language driven topics such as –
 Coaching skills
 Presentation Skills
 Role clarity and appraisals
 Interview Skills
 Email writing skills
 Objection handling
 Personality Development
 Public Speaking,
 Assertive communication
 Motivational skill
 Leadership skills
 End to End to Communication and culture training including Accent neutralization,
building rapport strategies, Grammar and language enhancement
 Induction workshops
I have been extensively involved in designing and customizing the content for all the
above training programs
 Designing and developing the end to end Online New hire training content for PepsiCo,
some of the key topics covered are –
 Role clarity
 Planning
 Coaching
 Track and review
 Induction

3.  Conducted TNI and created the training center for VMART Pvt ltd
2) Barclays shared Services (March 2007 – June 2014)
Assistant Manager (secondment)– communications and culture
Work profile
 Responsible for all the Training and Development activities in the team
 Line Management – direct reporting of 5 trainers and 1 training coordinator and
responsible for their overall development
 Manage the end to end induction program for new hires.
 Estimation of demand & supply of human resources, hiring of resources as per
requirement.
 Managing all the Audit and compliance related activities of the team
 Conducting Training Need Identification
 Vendor Management
 Responsible for running Common European Framework Assessment centers for hiring
 Accrediting the recruitment assessors and Internal language assessors on CEF
framework.
 Content Development
 Language Training
 Voice & Accent Training
 Soft skills Training
 Continuous client interaction to create cordial working relationships thus enabling
smoother resolution of issues.
 Developing Training plans as per the requirement of various departments.
 Conduct Review and audit for trainers & Mentors.
 High level understanding of the procedures and SLA defined by the client.
 Ensuring availability of appropriate infrastructure for the projects assigned.
 Reviewing the Knowledge Transfer plans, providing inputs to training and mentoring
progress.
 Making recommendations to the client on process improvements and service standards.
 Conducting Training Audits
 Conducting intensive Train the Trainer for the entire training team on various soft skills
module.
Projects Handled
 Six sigma project based on the success of the Transport No Call No Show project
 Increase in Customer Satisfaction score through department focused trainings
 End to end management of New Hire website
 Middle to senior management training project to improve their people management skill.
 Developed at team of accredited language assessor

4. 3. Tech Mahindra, Ltd. (Aug 2006- March 2007)
Sr. Trainer
Work profile
 Conducting training on soft skills and behavioral module.
 To act as main contact point and support customers/colleagues to resolve
internal/external escalations.
 Conducting TNI/TNA for the operations team
 Conduct Interviews for trainers and analysts
 Maintain the training calendar and the reports
 Content Development - Prepare modules, Questionnaire, and presentations
 To Ensure Successful Deployment of Training
 Managing client expectations, review work performed with the client, provide
suggestions to optimize the end-to-end process from training perspective.
 Responsible for the documentation of training and OJT.
 Content Development
4. Astron BPO, Leicester, U.K. (Nov 2005 - May 2006)
Customer Service Specialist & in-house trainer for a project with the Readers Digest.
Work profile
 Imparted sessions on soft skills.
 Behavioral Training
 Designing modules for in house refresher trainings.
 Handling subscribers of the Readers Digest all across the UK.
 Sales accomplishments (target driven).
 Maintaining track record for the customer’s account and MIS generation.
 Maintaining customer satisfaction index.
5. GE Capitals India, Gurgaon (Jan 2004 - Aug - 2005)
Process Associate for project GE medical systems
Work profile
 Handling customer grievances and act as a solution provider.
 Appointing Engineer for an in house service at the site.

5.  Guiding the engineers about the whereabouts of their job.
 Placing services with the vendors like Kodak, Agfa etc whose CT scanners or x-rays are
installed by GE at various sites across USA.
 Verification of customer information.
 Following up with the engineer for delayed service at site.
 Imparted various sessions for American accent.
 Assisted in training and Quality
Anupama A Sarkar