Fharuk Makandar, PMP®
Bijapur
Summary
Experienced Learning Operations Specialist with over 12 years in healthcare operations and the KPO (LMS) sector, including significant contributions at Accenture. Proven track record in analytical problem-solving and effective communication, successfully enhancing SLA compliance and driving continuous improvement. Expertise in learning and training processes, optimizing operational efficiency while ensuring high levels of client satisfaction. As a Certified Project Management Professional (PMP®), dedicated to leveraging project management skills to elevate organizational performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Learning Operations Specialist
Accenture
Mumbai
11.2024 - Current
- Support a training schedule for a reputable UK client, coordinating virtual and in-person training sessions.
- Initiate training plans, liaise with vendors to book training dates, tutors, secure training room, and equipment arrangements.
- Seek cost approval from clients when training costs exceed the approved budget.
- Collaborate with the vendor management team to generate purchase orders, and ensure timely payments to vendors.
- Create and manage classes on SAP SuccessFactors, adhering to standard guidelines to facilitate organization-wide training sessions focused on driving long term engagement, sustainable performance, and culture change.
- Enroll learners in scheduled classes, track attendance, and upload certificates on the LMS tool for learner access.
- Communicate class details to vendors and clients for tracking purposes, and share post-training feedback with vendors.
- Process ServiceNow tickets to fulfill requests, including creating new items, locations, instructors, and classes.
- Lead weekly status meetings with end clients to present team performance, and gather feedback for continuous improvement.
- Communicate effectively with stakeholders at all organizational levels, from individual contributors to senior executives, ensuring alignment and clarity in L&D initiatives.
- Maintain regular communication with vendors and the management team to ensure smooth operations.
- Conduct daily team meetings to review the day’s plan, discuss process updates, and address operational challenges.
- Oversee inventory management, ensuring timely actions and adherence to SLAs with clients.
- Generate and track daily, weekly, and monthly SLA reports to ensure effective performance monitoring and compliance.
Team Lead - Training Administrator
Aptara Learning Pvt. LTD
Trivandrum , Kerala
04.2021 - 11.2024
- End-to-end operations management, managing shifts for teams, time management, quality, risk monitoring, and process improvement plans.
- Stay current with industry best practices, leveraging relevant certifications, and continuous learning to strengthen organizational development strategies.
- Conducted interviews following company requirements.
- Resource management for the project and handling the end-to-end process of onboarding candidates, batch, VPN, assets, training, and onboarding.
- Designing the process and skills training plans for the new joiners and executing them.
- Planning and tracking of training schedules, and refresher training.
- Handling LMS queries related to class creation in LMS, modification, cancellation & enrolments, etc.
- Created, modified, and inactivated ILT and WBT courses while addressing content-related issues.
- Handled course assignments, removals, and reports as per specified requirements.
- Assist with daily tasks such as sending status reports, responding to client questions, and assisting the content team with technical issues.
- Managed ticket distribution considering available capacity, skillset, and criticality.
- Consistently achieved target SLA by efficiently overseeing the team's delivery of completed tickets.
- Maintained a consistent schedule of sending reports to clients, and leading informative meetings.
- Maintained a consistent schedule of sending reports to clients and leading informative meetings.
VLP & Learning Administrator II
GP Strategies India Pvt. Ltd.
Chennai
03.2020 - 04.2021
- Facilitated virtual training sessions using Cisco WebEx, including lobby management, tool demonstrations, polls, breakout rooms, and troubleshooting support.
- Managed session logistics, client communication, data tracking, and post-session content sharing.
- Developed, uploaded, and maintained WBT, e-learning, and ILT courses in SAP SuccessFactors LMS, ensuring smooth publishing and issue resolution.
- Utilize authoring tools, such as Articulate, to develop and execute engaging, comprehensive course materials.
- Proposed LMS enhancements to improve online training efficiency, focusing on permissions and file organization.
- Provided flexible support, delivering training and assistance beyond regular working hours to meet client needs.
Health Advisory Business Analyst (Process Trainer)
Accenture
Mumbai
09.2018 - 03.2020
- Handled critical client escalations, ensuring timely resolutions and high satisfaction levels, while meeting SLA and TAT targets.
- Collaborated with onshore teams to review DLA and SLA quality, conducted audit assessments, and developed quality control plans for clients and leadership.
- Identified automation opportunities to enhance process efficiency and reduce errors, while proposing inventory reduction strategies during peak periods.
- Expanded SOPs and managed special projects using SuccessFactors to improve client satisfaction and operational effectiveness.
Process Analyst (SME)
Accenture
Chennai
03.2018 - 08.2018
- Reviewed and addressed critical escalations to ensure client satisfaction with the resolution provided.
- Managed inventory to meet safe SLA, and TAT requirements.
- Engaged in weekly discussions with onshore teams to evaluate DLA and SLA quality.
- Conducted audit-to-auditor sessions to assess accuracy levels.
- Prepared and suggested quality control plans to the clients and internal leadership.
- Identified automation opportunities to streamline processes and improve quality.
- Shared inventory reduction plans during periods of high inventory.
Senior Process Associate (QA)
Accenture
Chennai
06.2015 - 02.2018
- Audited critical requests to deliver high-quality results for clients.
- Provided real-time feedback to agents based on the audit findings, using the job aid to enhance performance.
- Created a detailed checklist and action plan to enhance error control.
- Taking the initiative to discuss and mitigate errors identified during team huddles.
- Served as a backup subject matter expert for all transactions and inventory management.
- Reviewed, validated, prepared, and published the team specific We@Accenture reports twice weekly, highlighting top individual and team contributions to internal management.
- Worked on a rework reduction project, shared the rework reduction trend report with clients and internal management, and disseminated best practices to the team to minimize rework.
- Led the special project, ensuring completion within assigned deadlines, with accuracy, and promptly communicating status updates to clients.
Process Associate
Accenture
Chennai
09.2012 - 05.2015
- Processed add, change, and delete requests for U.S. providers in the database.
- Ensured 100% quality work within the assigned TAT by proactively contacting provider offices via email or outreach for clarification on missing information in requests.
- Volunteered in cross-skilling calls (Manila and onshore), inventory, and quality discussion calls.
- Volunteered for outbound call duties while achieving production and quality goals.
- Supported the automation team by providing inputs and testing on automation tools and conducted training for the team on tool usage following a successful release.
- Prepared and published the team-specific transport no-show report twice weekly, emphasizing focus areas to minimize occurrences of no-shows.
Education
Bachelor of Computer Applications -
SECAB Institute of BBA And BCA
Bijapur, KarnatakaDiploma in Computer Tanique -
SECAB Pre-University
Bijapur, KarnatakaSecondary School -
Govt. High School
Kakhandaki, KarnatakaSkills
- Analytical and Problem Solving
- Giving and Receiving Feedback
- Verbal and Written Communication
- Learning and Training Processes
- Capacity and Production Planning
- Report Writing and Presentation
- Planning and coordination
- Improvement plans
Tools and Applications
• SAP SuccessFactors, TUSAT, LMS365, Moodle LMS (Beginner).
• Articulate Storyline, Rise 360, Canva, Question Mark.
• ServiceNow, QuickBase, ePACT, Lotus Notes, PLM, JIRA Biz.
• Cisco WebEx, Zoom, MS Teams, Skype, and Cisco Jabber.
• Citrix, VDI, Facets, Mainframe, SPS, PLM.
• MS Outlook, Power Point, Word, Excel, PowerBi.
Certification
Certified Project Management Professional (PMP), 3847584, 05/30/2024.
Accomplishments And Awards
- Best Team Lead Award
- Certified TTT (Train the Trainer)
- Good Samaritan Awards
- Numero Uno (IC) Awards
- Zero Defect Awards
- Process Stalwarts Awards
- Star of The Business Awards
Personal Information
- Passport Number: K8817340
- Date of Birth: 07/01/88
Blood Type
O Negative
Hobbies and Interests
- Swimming
- Listening to music
- Chess
Languages
English
First Language
Hindi
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Urdu
Intermediate (B1)
B1
Tamil
Beginner (A1)
A1
Marathi
Beginner (A1)
A1
Timeline
Learning Operations Specialist
Accenture
11.2024 - Current
Team Lead - Training Administrator
Aptara Learning Pvt. LTD
04.2021 - 11.2024
VLP & Learning Administrator II
GP Strategies India Pvt. Ltd.
03.2020 - 04.2021
Health Advisory Business Analyst (Process Trainer)
Accenture
09.2018 - 03.2020
Process Analyst (SME)
Accenture
03.2018 - 08.2018
Senior Process Associate (QA)
Accenture
06.2015 - 02.2018
Process Associate
Accenture
09.2012 - 05.2015
Bachelor of Computer Applications -
SECAB Institute of BBA And BCA
Diploma in Computer Tanique -
SECAB Pre-University
Secondary School -
Govt. High School
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