MICHELLE FERNANDES
Mumbai
Summary
Dynamic operations leader with a proven track record at UpGrad Education, enhancing program delivery for over 1,000 learners. Expert in project management and resource allocation, driving efficiency through process improvements and data-driven insights. Adept at cross-functional collaboration, fostering team growth, and implementing innovative solutions to elevate quality assurance standards.
Overview
5
5
years of professional experience
Work History
Assistant Manager - Operations
UpGrad Education
Mumbai
10.2022 - Current
- Managed end-to-end delivery of academic programs for over 1,000 learners across multiple cohorts.
- Served as primary liaison for largest university portfolio, addressing critical escalations effectively.
- Organized and planned operational activities to ensure efficiency and productivity.
- Assisted in budgeting processes to align resources with organizational goals and objectives.
- Provided guidance and training to team members in order to improve their skill set.
- Revamped live session formats, standardizing agendas to enhance learner experience and reduce reliance on support.
- Designed submission and grading alignment across courses, improving turnaround time and evaluation consistency.
- Drove implementation of auto-grader system, enhancing scalability and reducing manual assessment intervention.
- Collaborated with product and tech teams to enhance in-house CRM, improving tracking automation and visibility.
Team Lead
Expertrons
Mumbai
03.2021 - 08.2022
- Supervised and directed a team of 15-20 in quality control operations, ensuring efficiency.
- Enforced strict quality assurance protocols, ensuring product consistency and accuracy.
- Audited team performance to identify compliance gaps and recommend improvements.
- Assessed and validated expert-created content for compliance with quality standards.
- Collaborated with Tech, Expert Onboarding, Product, and Data teams to improve processes.
- Authored and maintained SOPs, PRDs, and product-related documentation, ensuring process consistency.
- Conducted bug detection and reporting for app, web app, and website testing.
- Managed resource allocation for 500+ students and 50+ instructors to optimize support and instructional quality.
Education
Post Graduation in Data Science and Business -
Great Lakes, The University of Texas at Austin
Mumbai, India02.2025
Masters in Information Technology -
Mumbai University
Mumbai12.2024
Bachelor of Science - Information Technology
Mumbai University
Mumbai, India05.2022
Aircraft Maintenance Engineering -
Indian Aerospace and Engineering
Mumbai, India04.2019
Skills
- Project Management
- Operational Analytics
- Data-Driven Insights & Reporting
- Ad-hoc Analysis & Reporting
- Qualitative & Quantitative Research
- Statistical Analysis
- Data Interpretation & Visualization
- Workflow Optimization
- Process Improvement
- Process Gap Identification & Resolution
- Resource Allocation
- Project Budget & Timeline Management
- Issue Resolution & Troubleshooting
- Quality Assurance (QA)
- Bug Finding & Reporting
- Content Review & Validation
- Content Quality Control
- Web and App Testing
- Microsoft Excel (Advanced)
- SQL
- Python
- HTML
- CSS
- Java
- Process Automation
- Workflow Management
- Team Leadership & Supervision
- Cross-Functional Collaboration
- Goal Setting & Achievement Monitoring
- Program management
- Project coordination
- Operational efficiency
- Budgeting
- Project coordination
Timeline
Assistant Manager - Operations
UpGrad Education
10.2022 - Current
Team Lead
Expertrons
03.2021 - 08.2022
Post Graduation in Data Science and Business -
Great Lakes, The University of Texas at Austin
Masters in Information Technology -
Mumbai University
Bachelor of Science - Information Technology
Mumbai University
Aircraft Maintenance Engineering -
Indian Aerospace and Engineering