Simran Dhillon

Simran Dhillon

Senior Management Associate, Spearhead Training, UAE

Simran is an Indian national, with over nine years’ experience in Aviation, Hospitality, IT, BPO (Business Process Outsourcing), Telecom and Retail. She has been directly involved in learning and development roles for over five years, with the goals of increasing people performance, productivity, and ultimately, an organization’s bottom line.

Simran began her professional career with a leading Indian Airline, Jet Airways, in 1999, in a front-line customer service role. In her four years with the airline, she learnt the importance of delivering quality customer service, understanding the difference between providing just ‘customer satisfaction’ and creating ‘wow’ moments. She then saw first-hand, the contribution training can make in achieving ‘customer delight’ when providing a consistently high level of customer service.

In 2003, she completed her Bachelors Degree in Commerce, from the University of Delhi, while she was still working for Jet Airways. After graduating, she moved to a leading hospitality company run by the Ansal Group, specialising in construction and real estate development. Her role was Assistant Manager for Members’ Services of a Town & Country Club, in New Delhi, with responsibility for growing the membership base, and enhancing services for the members. This position enabled her to further develop her customer service skills, and responsibilities. It also allowed her to develop key capabilities in sales and marketing. This multifunctional role drove home the need for developing soft skills in all personnel to enhance overall job performance.

In 2004, Simran had an opportunity to step into the Learning and Development field with IBM – Daksh, a BPO (Business Process Outsourcing) set-up, with a formidable services portfolio. Her role was part of the Talent Transformation Business Unit, which had the aim of taking new hires through language and soft skills training, over a span of three to four weeks. She was also selected to be a part of a cross-functional initiative aimed at improving training effectiveness across the organization. In this role, one of her key responsibilities was to look specifically at attrition control – staff retention. In this position, she won several accolades for ‘Best Trainer’.

This exposure to training created a desire to explore all aspects of soft skills training that a corporate trainer would require. Therefore, after a rewarding two years at IBM, she moved to a corporate training role with Sapient – a leading U.S. business and technology service and solutions provider. Sapient’s work culture has been profiled within Harvard and Yale Business Schools as a corporate example of good leadership and strong corporate values. In this role, she developed and delivered the company’s five-day orientation programme for new employees, and ran a variety of team development and soft skills workshops.

In 2007, Simran moved to the UAE, due to her husband’s work commitments, and took up a post with du (Emirates Integrated Telecommunications Company) as a Training Specialist. In this role, she was responsible for developing and delivering soft skills training, and also delivery of some product training. She was also involved in Training Need Analysis, and assisted in creating the yearly training plan, as well as managing the external training resources. The company had a diverse workforce of over 60 nationalities, and Simran thoroughly enjoyed the challenges of training in such a rich, multicultural environment.

In December 2008, she took a five-year career break for family reasons, returning to the work environment with the Landmark Group in March 2014, as Training Manager for one of their retail divisions. In this role, she conducted a wide range of corporate training activities which included setting the training budget, creating a comprehensive TNA (Training Needs Analysis), designing training programmes, etc. She was also involved with several HR initiatives – including performance improvement plans, restructuring the onboarding policies, orientation training, coaching and mentoring, etc.

Through her training experiences, in a range of sectors, Simran has developed a passion for people development. She believes that, through effective training, people can be equipped with the necessary skills to enhance performance, which can significantly improve productivity and working relationships. She is passionate about inspiring lives and transforming people so they can achieve their full potential. Simran has very high energy in the training room, and the ability to fully connect with each individual delegate, ensuring they extract the maximum possible benefit from her training.

Simran joined Spearhead as a Senior Management Associate in 2015.

Her key areas of expertise include:

Management & Leadership
>Supervisory Management Skills - For 1st / 2nd Level Supervisors
>Creative Problem Solving & Decision Making
>Coaching For Optimum Performance
>Planning & Organizing Skills

HR Management &Training
>Train The Trainer - Group Training Techniques

Customer Service
>Customer Relationship Management
>Etiquette For Excellent Customer Service
>Improve Your Telephone Skills - ‘How To Win & Keep Customers’
>Customer Care & Telephone Skills

Sales & Marketing
>Presentation Skills - Making A Powerful Impact On Any Audience

Personal Development
>Self & Time Management
>Stress Management
>Developing Effective Interpersonal & Communication Skills
>Assertiveness Skills (& Dealing With Difficult Situations)

Business Writing Courses
>Writing For Business - Module 1

Microsoft® Office Courses
>Microsoft® Office - Excel 2010 Level 1
>Microsoft® Office - Excel 2010 Level 2
>Microsoft® Office - Excel 2013 Level 1
>Microsoft® Office - Excel 2013 Level 2

Last Updated: 12/04/2016

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