Agile Project Leadership: Spearheaded diverse projects focusing on training, SOPcreation, and maintenance, demonstrating versatility in managing various initiatives,tracks, Sprints & iterations.Cutting-edge eLearning Proficiency: Orchestrated eLearning projects for internal andexternal stakeholders, employing authoring tools such as Articulate 360, Vyond,Powtoon, Murf.AI, ChatGPT, Adobe Creative Suite, Rise 360, and Canva.Efficiency through Automation: Implemented automation solutions using MS List,Power BI, and Power Automate, revolutionizing demand management processes,optimizing operations, and enhancing overall efficiency and effective decision-making.Cross-functional Leadership: Led a team of 7 Instructional Designers, Content Writers,eLearning Designers and Developers overseeing and fostered seamless collaborationwith customers across diverse regions, notably India, Germany, and globally.Projects and InitiativesIntroduced Generative AI tools and automation- techniques. Integrated text-to-speech capabilities through Murf.AI, eliminating the need for manual voice-overs. Implemented text-to-video using Vyond, resulting in explainer video creation within 2 working days and a 75% reduction in overall video production time.Incorporated Java scripts, advanced triggers, variables, states, and other advanced features resulted in more engaging and interactive eLearning content.Automated Demand Management Process:Streamlined the review and feedback mechanism for eLearning projects.Successfully delivered 10+ critical content development projects and supervised 30+ eLearning and content development projects.Conceptualized and formulated a cost calculator for eLearning projects. Considered factors such as complexity, duration, and effort. Developed a charging model to optimize project budgeting. Participated in the pilot batch for Gen AI test users. Collaborated with the Digital solution team to find Gen AI-based solutions.

Led seamless onboarding for new team members. Implemented efficient timesheettracking, optimizing billable resource utilization. Excelled in data management andanalysis, leveraging Power Query for automation. Demonstrated advanced client-facingpresentation skills. Successfully managed teams, fostering collaboration for projectgoals. Efficiently handled escalations, ensuring swift resolutions. Consistently mettimelines for project closure. Managed client relationships for IAM and Oracle IAM,ensuring satisfaction through effective communication and solution delivery.Projects and Initiatives:Automated Reporting System:Developed an automated reporting system that provided hourly real-time statusupdates for tickets. Resulted in a 13% reduction in overall aging tickets.Qlik Sense Dashboard Creation:Created a dashboard using Qlik Sense for tracking and governance purposes. Received client appreciation for the user interface and data insights. Replicated a similar approach for another client’s business.Queue Management (PAM):Successfully managed the PAM (Privileged Access Management) queue. Reduced the aging ticket count by 4%.

Provided end-to-end support for the hire-to-release process. This encompassedmanaging various phases, including Madhyam, Pre-process Training, Tech-bridgebatches, Process Training, OJT, and Floor intervention. Meticulously tracked the traineejourney using our backend tool, T-base (trainee database). Conducted trainerperformance reviews, monitored batch progress, assessed attrition rates, and conductedone-on-one trainee meetings. Actively drove organizational-level learning initiatives forboth new hire batches and tenured employees. Regular calibration sessions with relevantdepartments ensured consistency in practices. Additionally, conducted batchobservations to evaluate progress, trainer readiness, and efficiency. Collaborating closelywith Operations, I focused on performance improvements, retention strategies, andclient feedback. Talent engagement activities were a key part of my role, working closelywith the human resources team. Facilitated floor interventions, including dip-checks,refresher training, joint feedback sessions, process knowledge tests, and pre-postevaluations to meet KPIs and floor targets. Ensuring continuous upskilling and re-skillingof trainers, Actively contributed to process improvement through Lean projects. In caseswhere trainers were unavailable or lacked specific skill sets, I managed vendor trainers.Effectively managed vendor and client trainers during the transition phase and maintained attrition below 1%.Successfully implemented a role-based learning initiative across two locations in India.Implemented an attrition gauge tracker to identify early warning signs.Developed a self-driven feedback mechanism, saving approx. 300 hrs/trainer annually on manual feedback sharing. Increased LMS utilization.Reduced training timelines from 30 to 6 days.Gamified pre-process and process training, resulting in an 8% improvement in knowledge retention and quality of training (first-time throughput).

Batch observation, Calibration sessions with Product Trainers, Quality Auditors and Communication Trainers. Managing trainee database through internal tool. Intervention in hiring for onboarding the right fit for all business supported. Extended support to early trainers. Conducted mock and final assessments for Pre-process training batches. Facilitated fun sessions and employee engagement activities. Oversaw overall training data management and reporting.Projects and Initiatives:On Deputation to Hyderabad: Sent to a Wipro acquired business, in transition, to organize the learning framework, train and enhance on the job performance for new hires for an emerging domestic telecom and ISP company. Post intervention, the entire site showed positive needle movement and started achieving the KPIs. CSAT improved from 38% to 73% and repeat calls reduced by 18%.On Deputation to Bhubaneshwar: Sent to Wipro Technologies to set-up communication framework for technical helpdesk engineers. The framework was appreciated by the project manager for being precise, customer centric and easy to be trained on.Communication Framework for FMG: Created communication script for FMG (transport employees). The project reduced the employee no-shows by 42%, improved employees’ experience with transport by 28%.

Worked here as a senior tech specialist while providing extensive technical support for all desktops and laptops, internet connections (LAN/Wireless) included configuring modems n routers and security on them, installation and configuring wireless and usb printers (Local and Network ), support for all Microsoft office products and other software applications, support for OS (Windows XP, Vista And Windows 7).

Provided technical support for DSL users (Private and Buisness), Lease Lines, PRI-BRI users and broadband consumer of Bharti Airtel.

Worked as DSL support executive for Bharti-Airtel broadband users.