• Working as a Business Consultant to an Internal Line of Business (LOB) to ensure that internal training programs are deployed with utmost efficiency and quality. Address the pain points of stakeholders, SMEs, and back office LMS teams. Find solutions on a daily basis and set up effective process guidelines. Resolve conflicts & standardize process flow within internal teams.• Played a crucial role in assisting the Learning Program Owners of a certain Board Area obtain a net promoter score of 90+ by implementing techniques which increased the course survey feedback contribution by 40%.• Contributed to the process of developing, testing, and implementing a ticketing support tool (Learning Lifecycle Management System) leveraging current SAP HANA & Fiori technology. The tool is capable of automating regular repetitive manual tasks which are part of training deliveries. Customers can request & track service requests (such as new Course creation, Classes, Programs, Assignment Profiles, Assessments etc.) with ease as the system is also synced with SAP SuccessFactors LMS. • Responsible for creating and implementing Business Rules for training programs related to Generative AI, Deep Learning, Agile, Cloud & Architecture Curriculums etc, which ultimately saves a lot of time for the Program Owners in managing the frequent training backend activities.• Share updates and new enhancement features with the stakeholders regularly. This helps them to take informed decisions when leveraging the learning systems accordingly.• Discuss and implement process improvement techniques so that an even channel of communication gets maintained between the requestors and the admins.• Manage projects such as Certification management and external Multicloud (AWS, GCP, AZURE) voucher distribution process.• Accurately build reports on Learning assets, gathering data from SAP Success Map Learning and other internal tools to share it with stakeholders and higher Management on a timely basis.

• Effectively managed multiple projects and exhibited flexibility in moving across business areas depending on project assignment.• Facilitated the transfer of knowledge through the creation and maintenance of comprehensive documentation and training materials.• Collaborated with SMEs and different stakeholders to plan, develop, and implement engaging & effective Learning solutions.• Supported the cohort programs of the SAP Virtual Product Management Academy as a Producer & Facilitator. This included the end-to-end activities such as getting the nominations from the concern business area (a batch of 24 participants), managing the team of coaches during the program (One primary Moderator/Senior Product Manager, a pool of three Product Managers who played the role of individual team coach, three UX coaches, three developers to build the prototype, six UI Testers & the chief guest for the graduation ceremony, who normally is a senior SAP executive) ensuring that the participants’ queries, feedbacks and concerns were addressed accordingly. Ensured the handover of completion certificates and maintained the course completion credit hours of the participants & other attendees in SAP SuccessFactors LMS (Success Map Learning).• Worked as a Business Interlock Professional and ensured that the latest updates on learning solutions, processes & strategies were shared accordingly with the SMEs, LOB stakeholders & the LMS Admin teams.

• Managed and facilitated SAP Certifications for internal SAP colleagues. Involved in Certification Resources Management (such as proctor, venue, systems and credentials, training servers). Responsible for sharing the Certification communications & the results with all the concern stakeholders. Setting up Certification events under large scale bulk requests on the Internal Learning Plan (ILP). Run quality checks periodically and ensure that users were charged accordingly through the respective cost center. Performed financial reporting and handled discrepancies accordingly. Record successful user completion in SML.• Worked as an SAP SuccessFactors LMS (Success Map Learning) administrator to publish Items, Classes, Programs, Curriculums, e-learnings, generate direct links & reports, Assign & Record Learning, maintain Instructor & Venue room records, Assignment Profiles etc.• Responsible for sharing the pre-work & post-work communications using specified templates for Instructor-Led-Trainings, Roster management, giving course credits to successful completions and course feedback survey management. Collaborated with the concern teams to source internal Instructors, Venues & Logistics within SAP Offices across the globe.• Successfully onboarded new team members in Asia and was fortunate enough to mentored them with the required tools and knowledge. Received a ‘Recognition award’ on the same.

• Supported multiple clients/accounts across regions such as ANZ, The Americas, Europe, Middle East, Africa & Asia to successfully publish the training schedules on time with highest accuracy and minimal conflict. Assisted the stakeholders with creation of large-scale bulk training schedules on a quarterly basis alongside frequent ad-hoc requests.• Managed the training resources (such as Instructors, Facility & Training room set up, Systems & Kits) effectively and ensured that the best fit resources were assigned to specific class offerings. Responsibly collaborated with vendors in sourcing external Instructors & external facility/venues whenever required. Coordinated directly with the external vendors to make sure that the Purchase Orders were raised on time and the payment plans & agreements were created and followed accordingly.• Published class schedules in multiple Learning Management Systems (LMS) be it on client LMS or internal Accenture LMS. Rolled out training communications with the target audience regularly. Assisted in performing regular quality checks to ensure that the data that is maintained in all the system is accurate as per records.• Monitored the internal shared mailbox manually on a daily basis to categorize the emails based on priority, status, and type. Shared regular reports with the stakeholders on training consumption & completion.• Collaborated closely with the Delivery Service Manager & the Capability building Manager to identify and escalate client issues and make the scheduling process more effective and transparent.• Successfully managed a team on a temporary basis for a short period of time and was awarded with a ‘Supervisory award’ from the management for handling the team efficiently and creating a positive work culture.

• Provided the Microsoft customers of the North Americas & Europe region with timely and accurate resolution via phone, chat, and email support. Assisted customers in troubleshooting and resolving technical issues related to Microsoft products and services.• Collaborated with other team members to investigate and escalate complex customer issues to higher levels of support when needed.• Maintained detailed customer records and updated internal databases with relevant information.• Performed regular quality check analysis on the transcripts of chat interactions and email communications of team members with the customers to ensure standardization and consistency in customer service delivery.• Stayed updated with the latest Microsoft product releases and upgrades to provide accurate information and support. Managed promotional campaigns to educate customers on additional Microsoft services and products.