Michelle Olivera

Team Manager – Instructional Designer (FinTech Project)
Cognizant, Mumbai | July 2024 – Present | Work From Home

Key Responsibilities:

• Designed and developed engaging eLearning content for a FinTech project, including scenario-based learning, calibration exercises, and digitalized learning curricula.
• Created interactive learning solutions to enhance knowledge retention and improve performance for both new hires and on-floor agents.
• Developed knowledge checks to ensure consistent understanding and adoption of process updates across all users.
• Continuously implemented innovative learning strategies based on evolving process insights and stakeholder feedback, driving training effectiveness and learner engagement.
• Designed and conducted various exercises to enhance the English proficiency of users, improving communication skills and operational efficiency.

Role: Instructional Designer – Healthcare Domain
Cognizant | February 2023 – June 2024 | Work From Home

Key Responsibilities:

• Created customized instructional content for the healthcare sector, ensuring alignment with industry standards and project-specific goals.
• Managed and mentored a team of trainers to deliver bootcamp training for a large-scale healthcare initiative, strengthening team capabilities and subject matter expertise.
• Developed interactive eLearning modules, incorporating gamified elements, for healthcare teams, available on the Learning Management System (LMS), to enhance new hire onboarding, skills development, and cross-functional training.
• Partnered with cross-functional teams to evaluate training needs, design impactful solutions, and measure training success.
• Played a key role in a highly successful learning initiative, which earned Gold in the "Best Results of a Learning Program" category at the 2024 Brandon Hall Awards, for the project titled "Data-Driven Scribe Training Transformation".

• Develop engaging functional and non-functional training content for banking and finance verticals.
• Content development (e.g., online course materials, job aides, classroom materials) as per approved content plans, ensuring content deliverables adhere to established standards.
• Design storyboards and develop interactive modules to assist with training for new hires, cross training, refreshers, knowledge base and develop in-house talent.
• Built knowledge flyers and introduced creative learnings to enhance learning experience.
• Work with Service Delivery stakeholders and Clients to provide effective Communication training based on learning and performance objectives.
• Prepare Monthly Dashboards for internal Stakeholders.
• Participated in calibration session with operational teams and quality assurance teams to understand operations needs.
• Identified training needs based on audits performed on live/recorded transactions and knowledge test conducted. Building trainings to bridge knowledge gaps, training implementation, evaluation & reporting.
• Support launch of new projects and line of businesses. Prepare Training Calendar, monitoring the client training, new hire performance, client coordination, SOP creation, conducting work shadowing, reporting and ensuring smooth go-live of the project.
• Managing New Hire data records of all F&A New hires across the Geo for internal and external Audit purposes.
• Associate Manager - Training: March 2019 - December 2020
• Associate Manager: November 2018 - February 2019

• Worked at the Etihad onsite project for Global Business Service Solutions. The project revolves around setting up the process, training & mentoring the local Emiratis to be able to work in a competitive Airline business. Ensure that they have in depth knowledge of fares with expertise in rules, regulations, routing, EY policies and procedures.
• Disputes Team: Set up the Disputes team for EY to support the audit function. Trained resources on the Disputes process and correspondence.
• Refund Application on Agency tickets: Managed the Centralised Refunds team, which handles all the Refund Application requested by EY Agents. Ensure that the refund process is as per the EY regulations and accurate.
• Refund Application on Group EMDs: Set up the Refund Application process for the Group EMD refunds. Trained resources on the policy and procedures to conduct the work. Introduced a template to the network to be used while applying for a refund request.
• GST Audit: Conducted the audit for GST on commission/ Incentive for tickets issued on EY stock. Evaluated data and released payments as per the policy and procedures.
• Managing the Disputes Team: Managing the Disputes Team who looks into all disputes received for EY via BSPLink, ARC, ASD and correspondence. Releasing ACM for agencies on behalf of EY.

Working independently on over seven international clients as an Accelya Kale representative in assisting the client and a medium of communication on all required data on the revenue accounting being conducted for them. Help the client with the progress of the audit, hitches faced if any in the process, resolve enquires of the Client. Update the system and the applications with the latest information. Setup all database and configuration needed for any new Client.

• Audit Executive: July 2013 - August 2014
• Audit Team Leader: January 2010 - July 2013

Responsible for auditing of digital tickets of various international airlines. Maintaining a proper check of the audited tickets and doing QC of the tickets audited by other auditors. ADM checking of the tickets errored. As Zero Octa is the only service provider for auditing of automatic airline tickets exclusively endorsed by IATA, maintaining a high quality output is the foremost duty of our auditors.

Worked in the Refund department as a refund audit specialist in processing refunds for various Clients.

Worked on disputes management for more than 2 years, in handling the disputes for various Clients. Coordinating with the Client and agents on the process.