Summary
Overview
Work History
Education
Skills
Additional Information
Publication
Timeline
Generic

APURVA RAMESH

Curriculum And Quality Manager
Hyderabad,Telangana

Summary

Experienced Learning and Development leader with expertise in curriculum quality, instructional design, training management, and people leadership. Proven success in enhancing curriculum development processes, implementing quality standards, and driving continuous improvement globally. Recognized for achievements in mentoring, coaching, and delivering impactful learning programs. Skilled in leveraging tools and technologies for engaging learning experiences. Extensive experience in people management, leading high-performing teams, managing business projects, and implementing change strategies. Certified in WalkMe, proficient in Articulate 360, Adobe Creative Suite, and other rapid authoring tools. Committed to innovation, employee development, and creating compelling learning interventions aligned with business objectives.

Overview

17
17
years of professional experience

Work History

Senior Manager, Training and Development

ServiceNow
Hyderabad
03.2024 - Current
  • Process owner of TOI (Transfer of Information) content maintenance covers all product troubleshooting and demonstration content consumed internally company-wide catering to an employee base of over 25000.
  • Support senior leadership in prioritization, planning and execution of company-wide learning initiatives covering both soft skills and technical product training.
  • Enable Technical Support Engineers and Customer Support Specialists with updated SOPs, guides, technical documentations and training programs.
  • Support Site Reliability Engineers with robust onboarding and upskill curriculums with regular evaluation of post training performance.
  • Promoting a culture of continuous learning through regular workshops, seminars, and training sessions for staff.

Curriculum and Quality Manager

ServiceNow
Hyderabad
06.2022 - 03.2024
  • Led the initiation of a comprehensive curriculum quality team, implementing a robust QA process to support 74 curriculum developers in the global Training Alliance Certification Org. Ensuring alignment with curriculum objectives and industry/organizational standards, resulting in a significant impact on enhancing the quality of 108 courses/curriculums in 2023.
  • Recruited and provided training for Technical Curriculum Quality Assurance Analysts, Curriculum Developers, and an LMS Administrator at levels IC 1 and IC 2.
  • Established an ongoing professional development plan for junior-level Curriculum Developers and Quality Assurance Analysts.
  • Formulated and incorporated content accessibility standards and guidelines into the QA process. Delivered accessibility training, provided a content accessibility checklist, and extended continuous support to the global TACO team through accessibility open office hours.
  • Leading and coaching individual team members, including four curriculum developers and six curriculum quality analysts, to drive continuous improvement. This encompasses establishing project pipelines, supervising their outputs, and proactively gathering feedback from project leads and stakeholders.

Learning Experience Design Lead

Amazon Development Center India Pvt. Ltd.
06.2021 - 06.2022
    • LXD Lead for Product Review Abuse process supporting risk investigators part of Trustworthy Shopping Experience vertical in Amazon.
    • Responsibility includes mentoring, coaching and reviewing content developed by Learning Experience Designers (LXD).
    • Create curriculum charter for New Hire, Upskill curricula and supporting LXDs with analysis and design.
    • Conducting DIF Analysis (Difficulty, Importance, Frequency) using performance data and mapping against metrics set by operations for scoping training needs.
    • Launched two WW information security training part of a VP level goal which was rolled out to 5000+ Amazon associates including C-Suite executives.
    • Launched learning programs with 93% end of class survey scores and 95% pass percentage in assessments across 2000+ investigators.
    • Project intake and project prioritization.
    • Part of Assessment revamp and Amazon LXD Standards committee.
    • Liaoning with product team to identify tools roadmap that impact NH and upskill curricula.
    • Participate in defect reduction Kaizens and contribute to defect reduction programs from training stand point.
    • Program management of existing learning programs includes keeping track of hiring projections, policy updates, tool updates and subsequent maintenance or redesign of curriculum.
    • Tracking hits and misses on weekly, monthly and quarterly basis and contributing towards weekly, monthly and quarterly business reviews.
    • Nominating team members for rewards and recognition.
    • Worked on high impact business projects for a headcount of 30,000 associates across board.
    • Developed change management strategy through training for handling tool transition and on-boarding with a tight turn around time of 5 business days.
    • Developed design strategy for revamping day 1 of the process training curriculum impacting across 7 operations teams within Trustworthy Shopping Experience and Selling Partner Risk verticals.
    • Part of Amazon's closed group of mentors, have had the opportunity to mentor 5 associates outside of my team and of which two members made career transition in to Learning Experience Design basis their aspirations.
    • Part of Amazon's Making Great Hiring Decisions community .

Senior Instructional Designer

Enterprise Learning, ADP Pvt. Ltd
07.2019 - 05.2021
    • Performance consulting in work-worker-workplace dynamics for root cause analysis of business problems.
    • Analyzing performative scores for online learning programs - re-designing learning strategy where required.
    • Converted ILT sessions to blended learning programs, thereby reducing client training time by 50% and increased digital self-service from 20% to 80%.
    • Enabling 100% virtual/digital learning experience in COVID -19.
    • Formulating learning interventions on competency building, behavioral training, skill enhancement that align with business goals.
    • Planning and monitoring implementation of technology-based learning cohorts.
    • Training/mentoring Instructional Designers, Senior Instructional Designers, Visual Media Designers across geographies, focusing on continuous strength based development with regular feedback mechanism.
    • Identifying and providing appropriate channels to bridge performance gaps.
    • Assisting teams in formulating design strategy in alignment with business goal.
    • Project management - Including project plan, scoping, budgeting, resourcing and ensuring strict adherence to timeline and budget.
    • Planning and developing training curriculum for cross skill and redeployment of close to 120 associates who were impacted by COVID-19, with keen focus on protecting workers in workplace.
    • Innovating and inspiring designers to implement methods and ideas that are trending in industry and to use innovation in drastically reducing turn around time for development.
    • Lead Instructional Designer for India, for Employer Service International (ESi) vertical and it's associated products that bring in close to $1.5 billion in revenue each year.
    • Training and providing learning solutions for ADP GlobalView product in United States, APAC and EMEA regions.
    • Creating learning interventions and design strategies for SAP Consultants.
    • Creating blended learning courses that include simulations, videos, job aids, infographics, multimedia elements to provide real-time support to managers and associates.
    • Creating marketing videos and product presentations for client pitches.
    • Certified in WalkMe.
    • Power user of Articulate 360 suite, Adobe Photoshop, XD, InDesign, Premier Pro, Camtasia, Vyond and other rapid authoring tools.
    • Developed thorough design documents and training plans utilizing effective instructional methods

Instructional Designer, Senior Analyst

Deloitte Touche and Tomatsu Ltd, DTTL
04.2015 - 10.2017
    • Instructional Designer for GTSS (Global Talent Shared Services) group, under Enabling Areas.
    • Responsible for end-to-end design, strategy and development of e-Learning programs with consistent PSAT/CSAT score of 4.5/5.
    • Responsibilities include: project initiation, needs analysis, formulating SOW and HLD document, storyboarding, prototyping, development, testing/deployment in collaboration with concerned teams, client/stakeholder management, LMS tracking/reporting and vendor management.
    • Independently handled multiple projects and stakeholders with record of completing 3 Global Tax projects within first month of joining (received Best Debutant Award for same).
    • Serviced across Global Tax, Global Audit, Consulting and CJC (Deloitte's Crown Jewel Clients) client's learning needs and requirements.
    • Keen interests include developing game based e-Learning, animation and video based e-Learning.
    • Mentored new recruits and conducted various training sessions covering topics such as, business processes, rapid authoring tools (Articulate Storyline, Camtasia, GoAnimate, Captivate and elucidate) and stakeholder management.
    • Managed and maintained weekly statuses tracking all on-going projects across team and reporting same to Project Manager and India Lead.
    • Maintaining high quality standards and also providing complete post deployment support to clients.
    • Developed courses in other Asian and European languages apart from English.
    • Provided end-to-end learning solutions to Global Deloitte Member Firms.
    • Additionally, part of core team that was responsible for reviewing depth and range of courses available on LinkedIn Learning as pilot project.

Instructional Designer/ Technical Writer

Infosys Limited
07.2012 - 03.2015
    • Trained in Instructional Designing at Infosys Leadership Institute, Mysore.
    • Solely handled release of Finacle Core Product Document 10.6.0.01 with 6/7 customer rating.
    • Member of Infosys Learning Solutions Group in Finacle Banking Application vertical.
    • Designed WBT and ILT programs for Finacle application.
    • Created User Manuals and Helpfiles for Finacle Core Banking Product.
    • Designed course materials and supported implementation.
    • Quality check and analysis of existing Finacle manuals for future releases.
    • Created Proof of Concept (POC) for user manuals, guides and other support tools.
    • Created various process documents to enhance speed and quality within team.
    • User experience design for Finacle user support website.
    • Developed and edited content for Finacle website.
    • Developed video teasers and jingles for promotional activities within Finacle.

Marketing Executive

Silver Ray World Media Networks
02.2012 - 06.2012
  • Marketed ad space for software/technology clients in more than 50 leading international publications such as Wired, Bloomberg Business Week, International Herald Tribune, Strait Times, Arab Times and Oman Daily Observer.
  • Managed relationships with key industry partners and implemented promotional initiatives to maximize marketing program performance.
  • Communicated marketing strategy and campaign performance to verify alignment with senior management objectives.
  • Completed quarterly forecasting and monthly financial reviews.
  • Built new materials libraries with fresh imagery, copy and graphics to enhance marketing campaigns.
  • Aggressively pursued competitive accounts by differentiating company from competitors.

Intern Copywriter

Origami Creative Pvt Ltd
11.2011 - 02.2012
  • Interned with visualization team and handled many projects for Accenture from copy to designing 40 EDMs and 5 handbooks for internal as well as external circulation.
  • Brainstorming for Accenture's ‘Skills to Succeed' campaign.
  • Lead creative conceptualization of Purvankara's (Real Estate Company, Bangalore) ‘Community Living' campaign in collaboration with design team.
  • Performed as video editor of stop motion movie, for Decathlon India Pvt.Ltd.
  • Copywriter for bloombox subsidiary of Origami Creative.
  • Also worked on copy writing and design projects for ING Vysya Bank.

Intern Journalist

THE NEW INDIAN EXPRESS
04.2011 - 06.2011
  • Interned with “Features Section” of newspaper, working on city columns, Expresso – supplement exclusively focused on Bangalore city and Festival specials.
  • Photojournalist for civic section of newspaper and ward reporter for North-West Bangalore.
  • Wrote special report on bestselling book: Beautiful Things – Inside secret world of Bombay dance bars and Small Wonder –The making of Tata Nano.
  • Wrote, edited and produced stories for multiple platforms, including Internet and digital channels.
  • Wrote pieces and news stories for online publication, coordinating images and layout to deliver proper presentation.
  • Utilized InDesign to produce professional pieces.
  • Cumulatively produced 16 bylines during three month internship.
  • Performed research and checked all facts to maintain high standard of journalistic integrity.

Intern

So What Now?
04.2011 - 06.2011
  • Designed T shirts, postcards and other products which are sold through retail outlets to generate additional sources of income for underprivileged society.
  • Generated profits of close to Rs. 30,000 in two days through sale of merchandise. Redirected profits towards purchase of basic necessities.
  • Established interactive classroom with real time learning tools, at Ambedkar Memorial Society, school for underprivileged.
  • Analyzed implementation of UNICEF's child friendly school program initiatives at local educational institutions specifically catering to poor.

Business Development Intern

CII
01.2010 - 02.2010
  • Interviewed dignitaries and automobile industrialists.
  • Designed and edited daily newsletter of Auto Expo 2011.

Intern

CII Auto
01.2008 - 02.2008
    • Liaison between CII, Society of Indian Automobile Manufacturers (SIAM) and participants at Auto Expo 2008.
    • Established connect between East African Nations, UAE and El Salvador with Indian Automobile Manufacturers present at Expo in Pragati Maidan, New Delhi.

Education

Master of Science - Communication

CHRIST UNIVERSITY
Bangalore
06.2010 - 2012.03

Bachelor of Commerce - Accounting And Finance

BISHOP COTTON WOMEN'S CHRISTIAN COLLEGE
Bangalore
03.2007 - 2010.03

Skills

Instructional Design

Coaching and Mentorship

Project Management

Stakeholder Management

Assessment and Evaluation of learning

Setting processes/ Process Improvement

Verbal And Written Communication

Organization And Time Management

Training Program Development

Curriculum Design and Learning Strategies

Development of training materials

Organizational Performance

Change Management

Quality processes

Operational improvements

Individual performance improvement

Additional Information

  • 2021 received Pinnacle Award - Overall Exceptional Performance for contributions in employee cross skill training programs (aimed towards retaining associates working with small and medium sized businesses that were eventually impacted by COVID), School of Design and Employer Services International (ESI) projects.
  • Received Spot Award for successfully completing 3 Audit projects within the first month of joining Deloitte in the year 2015.
  • National Leadership award winner, 2010 - presented by NEN (National Entrepreneurship Network) for setting up on campus store and generating profits of close 30,000 within the first day of establishment.
  • Head of Design – Media Meet 2011, Christ University, Bangalore
  • Editor-in-Chief and Designer of BCWCC Entrepreneurship Cell's first newsletter titled Eve - Evolve
  • Special invitee representing Bishop Cotton Women's Christian College at The Reception for NEN Community Leaders on February 13, 2010 at The Leela Palace, Bangalore
  • Invited by the New Horizon Degree College, Bangalore for presenting an effective B-Plan
  • Member of National Entrepreneurship Network (NEN) a nonprofit entrepreneurship network that support high-growth entrepreneurs, driving job-creation and economic growth in India
  • Conceptualized and designed logo for the Commerce Department at Bishop Cotton Women's Christian College.
  • A member of YWCA and conducted several activities and programs for the YWCA slum school children
  • Assisted in marketing and sale of products made by Sukrupa an NGO, on campus, during Entrepreneurship week
  • Working closely with IISc/TIFR faculty in editing technology based journal articles

Publication

  • Author of Magazine Covers: An Artistic Expression and a method to communicate with the readers . ISBN 978-3-8484-8768-4
  • Written academic paper on “Unconventional Credit Sequences”

Timeline

Senior Manager, Training and Development

ServiceNow
03.2024 - Current

Curriculum and Quality Manager

ServiceNow
06.2022 - 03.2024

Learning Experience Design Lead

Amazon Development Center India Pvt. Ltd.
06.2021 - 06.2022

Senior Instructional Designer

Enterprise Learning, ADP Pvt. Ltd
07.2019 - 05.2021

Instructional Designer, Senior Analyst

Deloitte Touche and Tomatsu Ltd, DTTL
04.2015 - 10.2017

Instructional Designer/ Technical Writer

Infosys Limited
07.2012 - 03.2015

Marketing Executive

Silver Ray World Media Networks
02.2012 - 06.2012

Intern Copywriter

Origami Creative Pvt Ltd
11.2011 - 02.2012

Intern Journalist

THE NEW INDIAN EXPRESS
04.2011 - 06.2011

Intern

So What Now?
04.2011 - 06.2011

Master of Science - Communication

CHRIST UNIVERSITY
06.2010 - 2012.03

Business Development Intern

CII
01.2010 - 02.2010

Intern

CII Auto
01.2008 - 02.2008

Bachelor of Commerce - Accounting And Finance

BISHOP COTTON WOMEN'S CHRISTIAN COLLEGE
03.2007 - 2010.03

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APURVA RAMESHCurriculum And Quality Manager