Shilpashri Rajiv
Bangalore
Summary
Versatile Learning & Development professional with 18+ years of experience in Learning Experience Design (LXD), Instructional Design, Curriculum Development, Sales Enablement, Performance Consulting, and Learning Program Management across the technology, finance, and BPO industries. Proven expertise in conducting Training Needs Analysis (TNA), designing scalable learning journeys, and developing multimodal learning solutions that drive business performance and capability development. Skilled in stakeholder consulting, learning governance, content quality assurance, LMS administration, and leading complex learning initiatives from strategy to execution. Experienced in leveraging AI-powered technologies, including ChatGPT, Claude, Synthesia, and Microsoft Copilot, to create innovative, engaging, and scalable learning experiences for global audiences.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Sr. Curriculum Designer
ServiceNow
Bangalore
01.2021 - Current
- Lead end-to-end instructional design projects through analysis, design, development, implementation, and evaluation.
- Design and deliver role-based learning journeys and enablement programs aligned with business goals and learner needs.
- Partner with global stakeholders, SMEs, and business leaders to identify capability gaps and develop scalable learning solutions.
- Design and develop multimodal learning solutions including eLearning, videos, assessments, facilitator guides, learner guides, job aids, and certification resources.
- Drive sales enablement initiatives by creating product, platform, and solution-based learning experiences for customer-facing teams.
- Conducted training needs analysis and performance consulting to identify root causes, recommending targeted learning and non-learning interventions.
- Facilitate discovery workshops, design-thinking sessions, and requirement-gathering discussions with stakeholders.
- Lead proof-of-concept development to validate learning approaches and secure stakeholder buy-in before large-scale development.
- Establish and maintain writing style guides, content standards, and governance frameworks for learning content.
- Review and quality-assure learning solutions for compliance with writing standards, brand guidelines, accessibility requirements, and instructional design best practices.
- Develop AI-powered learning experiences and interactive learning resources using Claude Artifacts.
- Design and produce AI-generated interactive learning videos using Synthesia.
- Evaluate and implement emerging AI technologies to improve learning content creation, learner engagement, and development efficiency.
- Manage project plans, timelines, risks, dependencies, and resource allocation across multiple learning initiatives.
- Mentor team members and external partners while promoting best practices in instructional design and content development.
- Lead enterprise LMS migration efforts supporting the publishing and validation of approximately 900 learning assets across multiple modalities.
Consultant - Learning and development
EKA Software Solutions Pvt. Ltd.
Bangalore
06.2019 - 10.2020
- Conduct Inductions/remote inductions for new hires across globe with the SLA and feedback of 10/10.
- Perform Training Need Analysis by consulting the leadership/stakeholders.
- Prepare a quarterly/half yearly/yearly training plan for all departments and execute accordingly.
- Publish Training calendar (every quarter and execute accordingly).
- Coordinate with vendors to plan and execute external trainings.
- Record all the trainings along with SME/SPOC and edit them using Adobe Premier Pro, build them into appropriate course structure and host on "Ekademy" (the proprietary LMS Portal).
- Manage Internal LMS Portal single handedly (Access/permissions, Course structure - Chapters, Lessons, Quiz, Assessment, Certificates and learning paths & progress reports)
- Manage External LMS Portal for clients similarly.
- Develop content for clients using tools like GIMP, Vyond, Adobe Premier Pro and Articulate.
- Managed a project with Engg Team to create a training hands on env for learners to practice what is learnt.
- Publish Ekademic Times - a fortnightly newsletter with updates on Training/Learning.
- Create email comms including posters and banners for upcoming trainings and courses.
- Streamline the Learning Process in Eka with Standard Content Creation, Content Delivery Guidelines and creating learning trails for each employee.
- Help convert the process playbooks/blueprints into courses.
- Create Business case for a training project.
- Maintain the training budget.
Trainer (Citi Investment Research and Analysis)
Citigroup Global Markets (I) Pvt. Ltd.
Mumbai
05.2008 - 08.2011
- Conduct New Hire Orientation programs for Equity, Strategy, Economic Market Analysis and Fixed Income.
- Train Research employees on CITI proprietary applications.
- Conduct refresher trainings as per enhancements to the applications.
- Handle user queries across the globe.
- Analyze the queries logs and take appropriate action to reduce the bandwidth of queries.
- Build a yearly training plan curriculum and execute accordingly.
- Co-ordinate with the Internal/External trainers for executing non-CITI proprietary applications trainings effectively.
- Manage survey results/reports.
- Do technical writing for user guides, quick reference cards, tips and communication emails.
- Maintain the Training help website.
- Lead UAT projects every quarterly on the enhancements of the applications.
- Be involved in all the meetings and conference calls with the technology and the development team before testing.
- Send testing results to the technology and the development team after every cycle with the observations and suggestions/feedback
- Demo the enhancements virtually to the global training team members before the enhancement release to perform trainings to all users globally post the enhancement release.
- Update all the relevant training modules and notes accordingly.
- Done a project on Share point (SPP) to migrate the queries from MS Excel.
- Involved in recruiting a Trainer for Mumbai office.
- Performed "train the trainer" sessions to the newly hired Trainers on CITI proprietary applications.
Communication Coach - calls and web chat
Stream International Ltd.
Mumbai
10.2006 - 03.2008
- Evaluate language and communication skills of agents and provide feedback accordingly.
- Conduct communication coaching sessions when required and to the respective audience.
- Capture top defects using the Quality and Defect reports and perform a root cause analysis.
- Conduct training sessions for the identified target group as per the root cause analysis.
- Train new joiners on the communication form, concepts and client exceptions.
- Participate in internal and external calibration sessions with internal quality team and the clients.
- Participate in meetings with the Language training team and Quality team to provide inputs for the training curriculum revision.
Helpdesk Coordinator - BELLSOUTH
Electronic Data Systems
Mumbai
09.2004 - 09.2006
- Resolve technical queries on telecommunication like DSL internet, high speed internet, wireless networks, etc.
- Troubleshoot and route the customer to the respective department.
- Attend Quality coaching by a Quality coach and adapt to the feedback provided for improvement.
- Handle On Job Trainings (OJT) for the new joiners.
- Perform buddy ups to help new joiners.
Helpdesk Engineer - DELL
Sutherland Global Services
Mumbai
03.2004 - 09.2004
- Provide technical support to customers of DELL computers.
- Firstly check if the customers are entitled to get the support and the model of the product purchased.
- Provide support including NO POST NO VIDEO issues irrespective of the age of the customer over a phone call.
- Provide a call back to the user in case of a call disconnect or follow up.
- Maintain the records of all the calls taken and help provided to the users.
- Attend Quality coaching by a Quality coach and adapt to the feedback provided for improvement.
- Top performer of the process.
- Perform buddy ups to help new joiners to understand how to handle a query.
Project Team Leader - Handling quality checks
SHRI SAI SOLUTIONS
Karwar
01.2004 - 03.2004
- Lead a team of 15 employees and handle a project of scanning and converting a book to an ebook for an elibrary.
- Hire, train and track the performance of employees.
- Take team briefings and motivate the team to achieve the daily targets effectively and in a timely manner.
- Perform quality checks and give feedback.
- Do a performance analysis of the team and give rewards and recognition to the top performers on a monthly basis.
Counselor - Manage registrations
IIMT
Karwar
01.2003 - 12.2003
- Manage registration and re-registration process of an existing student for the next semester of the course.
- Handled enquiries and guided students in selecting suitable courses at IIMT.
- Promoted educational courses to prospective students.
- Coordinated with faculty to arrange lectures and manage academic schedules.
- Oversaw logistics operations for course delivery.
- Managed financial accounts to ensure accurate budgeting and resource allocation.
Administrative Executive - Maintaining Accounts and Managing Academic Schedules
Gurukul
Karwar
01.2002 - 12.2002
- Managed accounts, providing profit and loss analysis reports to the Director.
- Manage the registration and re-registration process of an existing student for the next level of the course.
- Co-ordinate with the faculty to arrange trainings.
- Promoted available courses to increase student enrollment.
- Guide enquiries to opt for best suitable computer courses.
- Organized open houses with parents, students, and faculty, compiling feedback and reporting insights to the Director.
- Oversaw logistics operations, ensuring timely delivery of materials.
Faculty - Conduct trainings on computer software courses
APTECH
Karwar
01.2001 - 12.2001
- Conducted training sessions for multiple batches of 50 government officials on computer basics and Windows applications.
- Delivered education on operating systems, programming languages, web design tools, and office applications.
- Secured contracts with clients for bulk training of government officials in Karwar.
- Build question papers for internal tests, evaluate and give feedback to the students.
Education
DIPLOMA - COMPUTER SCIENCE ENGINEERING
SHREE VIDYADHIRAJ POLYTECHNIC
Kumta12-2002
Skills
- Instructional Design
- Curriculum Development
- Learning experience design
- Learning Journey Design
- End-to-end learning solutions
- Training needs analysis
- Develop storyboards
- Content governance frameworks
- Perform editorial reviews
- Innovative Learning Solutions
- Lead end-to-end learning projects
- Learning strategy
- Learning Impact Analysis
- Competency-based education
- Adult Learning Principles
- Instructor-led and virtual training
- Virtual Instructor-Led Training (VILT)
- Instructor-Led Training (ILT)
- Conduct Train-the-Trainer (TTT) programs
- Manage Learning Management Systems (LMS)
- Learning Program Management
- Project management
- Stakeholder consulting
- Stakeholder and vendor partnerships
- Support application and process enhancements
- Lead and mentor teams
- Facilitation skills
- Onboarding enablement
- Large-scale learning management
- Project management
- Stakeholder consulting
Certification
- Certified Instructional Designer, ATD (Association of Talent and Development), Virginia, US
- Certified IC33 Professional, IRDA, Govt. Of India
- Certified for Instructional Designing, 4C Learning, Bangalore
- Certified for Financial Writing, AMBA Research, Singapore
- Certified from IBSTPI for Train the Trainer (T3), Pinnacle IT Solutions, Mumbai
- Certified DISM (Diploma in Software Management), Aptech, Karwar
Personal Qualifications
DIPLOMA IN COMPUTER SCIENCE ENGINEERING, SHREE VIDYADHIRAJ POLYTECHNIC, KUMTA
Tools And Platforms
- Articulate 360
- Synthesia
- 7Taps
- Yoodli
- Adobe Captivate
- Vyond
- Adobe Premiere Pro
- GIMP
- Thinkific
- Docebo
- Intrepid LMS Administration and Management
- Webex
- Miro Board
- Zoom Whiteboard
- Microsoft Office 365
Area Of Expertise
- Design and develop end-to-end learning solutions including eLearning, ILT, VILT, videos, assessments, job aids, quick reference guides, learner guides, facilitator guides, and certification resources.
- Conduct Training Needs Analysis (TNA), performance consulting, and stakeholder discovery sessions to identify capability gaps and recommend learning and non-learning interventions.
- Create learning journeys, curriculum frameworks, onboarding programs, sales enablement initiatives, and role-based development pathways aligned with business objectives.
- Develop storyboards, scripts, voice-over recordings, multimedia learning assets, and interactive learning experiences using industry-leading authoring and video development tools.
- Establish and maintain content governance frameworks, writing style guides, content standards, and quality assurance processes to ensure consistency, accessibility, and brand compliance.
- Perform editorial reviews, copy editing, and quality assurance of learning assets to enhance learner experience and instructional effectiveness.
- Design AI-powered learning experiences, interactive videos using Synthesia, and learner engagement resources through Claude Artifacts and other generative AI tools.
- Manage Learning Management Systems (LMS), including course creation, learning paths, certifications, reporting, learner administration, and LMS migration initiatives.
- Lead end-to-end learning projects including planning, stakeholder management, resource coordination, risk management, quality assurance, and deployment.
- Facilitate instructor-led and virtual training programs globally, including onboarding, product, process, communication, leadership, and soft skills development programs.
- Conduct Train-the-Trainer (TTT) programs and mentor instructional designers, facilitators, and learning professionals.
- Partner with internal stakeholders and external vendors to plan, execute, and evaluate learning programs while managing budgets and operational requirements.
- Support application and process enhancements through User Acceptance Testing (UAT), learner communications, training documentation updates, and change enablement activities.
- Lead and mentor teams, support talent development initiatives, and drive continuous improvement through learner feedback, analytics, and performance metrics.
- Manage large-scale learning initiatives, pilot programs, and global enablement projects supporting diverse learner populations across regions and business functions.
Personal Information
- Age: 44
- Date of Birth: 09/08/81
- Visa Status: B1/B2 US Visa: Yes
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Upper Intermediate (B2)
B2
Marathi
Beginner (A1)
A1
Konakani
Beginner
A1
Timeline
Sr. Curriculum Designer
ServiceNow
01.2021 - Current
Consultant - Learning and development
EKA Software Solutions Pvt. Ltd.
06.2019 - 10.2020
Trainer (Citi Investment Research and Analysis)
Citigroup Global Markets (I) Pvt. Ltd.
05.2008 - 08.2011
Communication Coach - calls and web chat
Stream International Ltd.
10.2006 - 03.2008
Helpdesk Coordinator - BELLSOUTH
Electronic Data Systems
09.2004 - 09.2006
Helpdesk Engineer - DELL
Sutherland Global Services
03.2004 - 09.2004
Project Team Leader - Handling quality checks
SHRI SAI SOLUTIONS
01.2004 - 03.2004
Counselor - Manage registrations
IIMT
01.2003 - 12.2003
Administrative Executive - Maintaining Accounts and Managing Academic Schedules
Gurukul
01.2002 - 12.2002
Faculty - Conduct trainings on computer software courses
APTECH
01.2001 - 12.2001
DIPLOMA - COMPUTER SCIENCE ENGINEERING
SHREE VIDYADHIRAJ POLYTECHNIC