Shelma Annie Mathew
Bangalore
Summary
Accomplished Senior Manager with a proven track record at Microland, enhancing project management through technical documentation and process improvements. Excelled in leadership and Microsoft Office Suite, driving a 40% efficiency increase. Skilled in client relationship management and data analytics, consistently achieving high customer satisfaction and team performance.
Overview
21
21
years of professional experience
Work History
Senior Manager – Project Management
Microland
Bangalore
06.2022 - Current
- Drive Technical Documentation across identified 10 Projects
- Drive Process Improvements in Documentation
- Identify and drive standardization of Project Management and Technical Documentation across all DPS
- Identify opportunities for improvements
- Publish weekly score card on progress of roll out
- Validate DPS tech documents for grammar and aesthetics
- Creation of Project specific templates
- Goal Setting / KRA /Performance appraisal
- Up-skill team members
- Attrition management
- Training need identification
- Analyze and Publish business-wise score cards as per the defined timelines
- Ensure data Integrity in LMS
- Review the content once a quarter as a team and come up with proposed changes
- Create a task force to work on content update and complete as per the planned timelines
- Monitor the feedback on changes incorporated and realign the curriculum /content
- Review the assessments and make changes to align to the on floor measurement
- Conduct quarterly calibration session
- Single point of contact for all training requirements of the business supported
- Proactively identify new training opportunities based on new business opportunities
- Review meeting with End customer /client
- Participate in weekly, fortnightly, monthly review with business as per SLA and review the progress
- Seek customer feedback through NPS survey at a defined frequency and ensure high level of customer satisfaction
- Innovative solution for cost efficiency
- Responsible for ensuring TNI completion as per defined guidelines laid down by business / Head of training
- Review the TNI, consolidate and optimize the trainings
- Maximize training consumption
- Responsible for publishing training calendar in a timely manner and ensuring adherence to plan
- Responsible for ensuring KT of niche skills in the event of separation of endorsed internal trainers
- Build internal resource pool through TTT for all external trainings and drive future trainings through internal resources
- Working with SMEs(Internal / External) to build the content /evaluate external trainers
- Ensuring that the adhoc trainings are kept at minimum through proactive planning
Project Manager
Microland
Bangalore
01.2019 - 06.2022
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
- Advised other departments on best practices related to managing large-scale projects.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Created and implemented processes to ensure successful completion of projects.
- Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
Senior Lead, Learning & Development
Microland
06.2015 - 12.2018
Senior Trainer- Soft Skills
Microland
01.2013 - 01.2015
Trainer – Soft skills
Microland
01.2011 - 01.2013
Communication Coach
Microland
06.2009 - 12.2010
Learning Specialist Voice
SITEL
08.2006 - 04.2009
Customer Service Representative
SITEL
04.2004 - 08.2006
- Review meeting with End customer /client (Weekly Reviews)
- Screening / Interviews: Review the hiring standards at defined frequency and recommend changes to hiring standards
- Track and report deviation on new hire screening if any on a defined frequency
- Ensure that baseline of all new hires is completed in the first 30 days of joining the organization
- Participate in calibrations session
- Training delivery: Suggest a suitable modality of delivery based on training need analysis
- Propose training plan based on skill gap identified
- Facilitate training based on skill gap identified
- Training readiness for classroom training - Ensure availability of classroom, Participant study material, Trainer material etc before commencement of training
- Adherence to training schedule / targets signed off with business
- Ensure effectiveness of the training
- Publish score cards (Pre /Mid / Post training) as applicable
- Mark attendance in LMS, Collate program metric data and analyze trends
- Review the assessments and make changes to align to the on floor metrics
- Work with TM on workshops and refresher training content
- Ensure that baseline of all new hires is completed in the first 30 days of joining the organization
- Curriculum / content design: Create new content based on ADDIE principles - Training tools, Assessments, job aids, facilitator guide etc
- Drive UAT / Pilot training to measure effectiveness and make amendments to the content /curriculum
- Review the existing content at defined intervals and come up with proposed changes
- Review the assessments and make changes to align to the on floor metrics
- Data management & Reports: Publish score cards (Pre /Mid / Post training) as applicable
- Mark attendance in LMS, Collate program metric data and analyze trends
Education
Masters in English - Literature
IGNOU
01.2014
Bachelor of Science -
Mount Carmel College
01.2004
Skills
- Leadership
- Communication & Interpersonal Skills
- Client Relationship
- Business performance management
- Reporting management
- People Management
- MS SharePoint 2010
- Cognitive/ Behavioral
- Data analytics & MIS Reporting
- Microsoft office suite
- Quality Assurance and Control
- ITSM – SmartCenter
- ITSM - ServiceNow
- Project tracking
- Project development
- Project scheduling
Timeline
Senior Manager – Project Management
Microland
06.2022 - Current
Project Manager
Microland
01.2019 - 06.2022
Senior Lead, Learning & Development
Microland
06.2015 - 12.2018
Senior Trainer- Soft Skills
Microland
01.2013 - 01.2015
Trainer – Soft skills
Microland
01.2011 - 01.2013
Communication Coach
Microland
06.2009 - 12.2010
Learning Specialist Voice
SITEL
08.2006 - 04.2009
Customer Service Representative
SITEL
04.2004 - 08.2006
Masters in English - Literature
IGNOU
Bachelor of Science -
Mount Carmel College
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