Sunil B.
Performance Consultant
Professional Value
Sunil is a performance consultant who helps hospitality training managers design and implement blended learning systems that elevate customer service standards. He built training frameworks for Hilton and InterContinental, delivered a five‑day master‑trainer workshop and created a Trainer Scorecard that standardised trainer performance across major hotel chains. His work spans luxury hotel groups in India and abroad.
Executive Profile
Learning & Development professional, with 18 years' experience in internationally recognised hospitality and customer service organisations. Career spanning progressively responsible operational and training responsibilities with Convergys, Oberoi Hotels, Hilton Hotels, InterContinental Hotels, Taj Hotels, and Leela Hotels.
Experience of setting up training systems and processes, and personally trained Master Trainers and Trainers. Master Facilitator for a five-day workshop on design of learning materials and training content. Has facilitated the Vision and Mission development offsite for the Leela Bangalore and designed and led a Leadership workshop for the Taj West End, Bangalore management team.
Certifications and Education: Convergys Certified business consultant and a Certified Green Belt in the Continuous Improvement methodology. Certified Neuro Linguistic Programming practitioner and uses some key techniques in the program on communication and rapport building for customer service. MBA in HR & Strategy from MDI, Gurgaon.
Has been a hands-on leader and believes in the power of individuals and organisations to realise their true potential through learning. Travelled widely during childhood and career, and likes to pick up languages; studied French and achieved the elementary diploma from Alliance Francaise. Early education in the UK and Afghanistan, and has lived for short periods in Argentina and Hong Kong.
Core Competencies
Blended Training, Learning
Sunil possesses expertise in Blended Training and Learning, with experience in training facilitators to use blended learning in call center environments.
He has trained facilitators in skill training and group training, and served as a Master Trainer for a 5-day instructional design program.
Sunil has also developed and implemented blended learning strategies to enhance training effectiveness.
Call Centre Related
Sunil has extensive experience in Call Centre Related competencies, including co-designing and facilitating the 'Trainer as a Leader' program.
He designed a learning track for trainers at Convergys India, Gurgaon sites, and developed a Trainer Scorecard to evaluate performance.
Sunil has also co-facilitated case-based programs on team handling, demonstrating his expertise in call center training and development.
Accelerated Learning
Sunil is knowledgeable in Accelerated Learning, with experience in training on instructional design programs that incorporate elements of Accelerated Learning and Active Reviewing.
He understands how to design engaging and effective learning experiences that promote rapid skill acquisition and knowledge retention, and has applied this expertise in various training contexts.