Ritesh Kumar

Detail-oriented and self-driven professional with a strong sense of ownership and a proven ability to manage complex projects and cross-functional teams. Adept at problem-solving, stakeholder collaboration, and effective communication across all levels, including executive leadership. Skilled in technical program management, customer relationship management, and matrix leadership, with the ability to drive strategic initiatives and mitigate risks. Experienced in leveraging productivity and project management tools such as Jira, Confluence, and Microsoft Office Suite to enhance efficiency. Seeking an opportunity to apply organizational, leadership, and problem-solving expertise in a dynamic and results-driven environment.

Coursera Certification on Foundation of Project Management from Google

Project: Hotline Implementation – Singapore-Based Customer Care Center

Successfully led the end-to-end implementation of a Hotline Project for a Singapore-based Customer Care Center, establishing a structured organizational hierarchy, deploying voice call capabilities, and integrating real-time reporting. Delivered the project on time, aligning with business goals and regulatory standards, resulting in enhanced operational efficiency and improved customer service performance.

Successfully implemented a Secure Work-From-Home Solution for clients in the USA, Singapore and Indonesia, enabling secure remote access and ensuring compliance with data protection standards. Led cross-functional collaboration to tailor the solution to client needs, conducted “Train the Trainer” sessions, and provided post-implementation support, resulting in high user adoption, enhanced cybersecurity, and improved remote workforce productivity.

ISO 27001 Training & Compliance Program

Led the design and execution of an ISO 27001 Training & Compliance Program for internal teams and external clients, enhancing awareness and adherence to information security standards. Developed comprehensive course materials, conducted targeted training sessions, and ensured alignment with ISO 27001 requirements, resulting in improved organizational readiness, risk awareness, and audit preparedness.

Roles and responsibilities as Technical Trainer

Effectively coordinated and managed the end-to-end delivery of product training for internal teams (Sales, Support, Solutions) and external stakeholders (clients, partners). Collaborated with Product Managers and SMEs to convert product updates into impactful training content, while scheduling sessions, handling communications, and collecting participant feedback. Maintained and updated training materials, and supported the development of e-learning modules and job aids in partnership with L&D teams.

Administered and maintained the Moodle LMS, managing user accounts, course content, quizzes, SCORM packages, and multimedia resources. Provided technical support to users, ensuring smooth course navigation and assessment access. Worked with SMEs and instructional designers to optimize course structure and delivery. Monitored training progress and certification status, generating reports and analytics to support continuous improvement and data-driven decision-making. Also conducted onboarding sessions to train employees on effective use of Moodle.