• Leading a global team of 14 content developers spanning the US, Manila, and India. • Actively developing and delivering innovative, strategic content solutions; reviewing and editing documents and content. • Promoting a customer-focused attitude within the team to enhance collaboration and client satisfaction. • Managing and maintaining the technical publications and content services roadmap. • Estimating effort levels, prioritizing, assigning, and managing work efforts to ensure clear goals and objectives. • Creating clear, concise, and informative documentation for internal stakeholders and regional operations teams. • Mentoring technical publications team members; supervising team members to meet high-quality standards and project deadlines. • Pioneering Agile methodologies implementation for content team involving iterative & collaborative approaches to project management. • Embedding technical writers in SCRUM Teams, ensuring attendance at stand-ups, sprint grooming, and planning meetings. • Attending Cross Functional Team meetings for document review with Product Management. • Liaising with Aspect Customer Care Management to optimize Knowledge Management. • Maintaining the documentation workflow through JIRA, including creating and managing a dashboard for progress reporting. • Managing goal setting, performance reviews, and compensation planning for team members. • Creating a collaborative and motivating workplace environment. • Actively participating in organizational initiatives, such as the Learning Circle team and soft skill training. • Working on a migration plan from HelpServer to RoboHelp for improved execution and efficiency.Highlights: • Accomplished the localization initiative by procuring SDL Trados Tool, reducing localization costs for multiple languages.

• Designed and developed intricate content for blended learning and behavior change across diverse applications. • Consulted and coordinated with subject matter experts, multimedia developers, and others to deliver effective and engaging instruction. • Evaluated and proactively improved measurement of learning solution effectiveness using best practice methodologies aligned with performance and business outcomes. • Developed associates through coaching performance, completing performance reviews, goal setting, and development planning. • Enhanced speaking, reading, and writing skills for Consultants traveling to hospitals worldwide. • Certified British Council (Train The Trainer) Language Trainer, provided diverse ideas and techniques for conducting classroom sessions. • Created Custom WBTs with detailed design steps, course scripts, and identification of domain build/issues. • Conducted peer reviews and quality assessments, including Course Map evaluations. • Developed Model WBTs for customized training content used by global hospitals. • Conducted a structured needs assessment to identify organizational behavioral and leadership learning needs. • Implemented a blended learning curriculum to address organizational learning needs. • Implemented career development and mentoring frameworks (known as 'Career Mond'). • Led cross-functional projects in the areas of rewards and recognition as part of the 2017 Placemat.Highlights: • Enhanced Cerner's learning methodology, architecture, and toolsets, creating custom web-based training solutions for hospitals.

• Assumed responsibilities within the Education Services Team, overseeing Quality Management System (QMS), Content Development, Language Training, Soft Skills Training, and Behavioral Training. • Managed training functions related to Healthcare products and domain-specific knowledge. • Obtained certifications from the British Council in Train the Trainer Methodology, Common European Framework for assessing language competency, and Train the Trainer for English linguistics training. • Led a team of six members dedicated to Product training, Domain training, Quality Management Systems, and content development. • Focused the team's efforts on catering to and training hospital resources in technical aspects, ensuring delivery meets professional standards.

• Joined as a Voice Coach, primarily focusing on call listening, coaching, and refresher training in Mumbai. • Assigned to assist in the transition of BOA (Bank of America) in Noida, and trained new hires on voice and accent, language, customer service, & soft skills, maintaining daily activities for team & upskilling trainers. • Prepared content for trainers to cater to specific process needs, conducted weekly meetings, and participated in team calibration and recruitment drives • Promoted to Unit Manager in 2012, overseeing a team of Voice coaches and later transferred to Bangalore. • Managed US Voice & Accent for BANK OF AMERICA and other clients, ensuring effective communication with customers. • Led a training batch of 24-30 Agents, focusing on accent neutralization, intonation, and voice modulation for effective calls. • Monitored calls regularly, provided feedback to analysts, and planned refresher training for communication improvement. • Coordinated with Quality to enhance AHT on the floor and organized weekly Coach-QA calibration sessions. • Ensured smooth transition from training to OJT, creating working schedules for trainees, and addressing performance concerns. • Conducted sessions with team leaders on identifying training needs and maintaining strict quality parameters. • Implemented a Communication Enrichment Program for ITO CORE and Apps.