Projects
A selection of programmes and process improvements from my work at Salesforce, Genpact, and UEI Global — plus recent AI product coursework at IIM Rohtak.
Programme Coordination
Salesforce
Global
Global Learning Credit Product — Coordination at Scale
Single point of coordination for 100+ enterprise and university partner accounts on a global learning credit product at Salesforce.
What I did
- Owned course set-up, project plans, timelines, and next steps end-to-end
- Coordinated Account Executives, Customer Success Managers, and vendors across APAC, EMEA, and AMER
- Ran private workshop delivery for enterprise partners including Accenture, Cognizant, Deloitte, Airtel, and Rio Tinto
- Maintained accurate LMS records for registrations, cancellations, and attendance
Outcome
Delivered private workshops globally to SLA with a single coordination point across three regions.
Process Improvement
SOPs
Quality
SOPs & Governance — 80% Fewer Last-Minute Cancellations
Designed SOPs, workflow guides, and quality-control governance artifacts to remove operational risk from workshop delivery.
What I did
- Mapped operational risks in the workshop scheduling pipeline
- Built SOPs and quality-control checkpoints for trainers, vendors, and internal stakeholders
- Rolled out workflow guides and onboarded team members onto the new process
- Tracked adherence and iterated on control gaps
Outcome
Reduced last-minute workshop cancellations by 80%.
Support Operations
Zendesk
SLA
High-Volume Learner Support — 95% CSAT
Managed learner queries and escalations across a global partner ecosystem while smashing SLA targets.
What I did
- Handled 287+ operational cases per quarter and 200+ Zendesk tickets daily
- Coordinated escalations across regional teams and vendors
- Built Slack bot workflow automations for routine partner and learner queries
- Analysed feedback and completion data to recommend process changes
Outcome
Maintained 95% CSAT with 9.99% response time against a 15% SLA target — exceeding SLA by 33%.
LMS
Skilljar
LearnDot
Webassessor
LMS Administration — Multi-Platform Rollouts
Administered four LMS platforms end-to-end, from course set-up to UAT and platform rollouts.
What I did
- Set up courses, deployed content, and ran UAT across Skilljar, LearnDot, Edubrite, and Webassessor
- Ensured learner records accurately reflected registrations, cancellations, and attendance
- Manually issued course completion certificates in line with SOPs
- Supported platform rollouts and change management for the operations team
Outcome
Reliable, audit-ready learner records across four LMS platforms serving global enterprise partners.
Certification
On-site Support
Pearson VUE
Certified Proctoring for Global Enterprise Partners
Provided on-site and virtual exam support for Salesforce certification programmes at enterprise and university partners.
What I did
- Served as Certified Proctor via Webassessor and Pearson VUE
- Delivered on-site proctoring for university partner certification programmes
- Supported enterprise partners including Accenture, Capgemini, HCL, and Deloitte
- Ensured exam integrity and adherence to certification standards
Outcome
Trusted proctoring partner for high-stakes certification events across the ecosystem.
Tableau
Analytics
Reporting
Reporting & Dashboards — Leadership-Ready KPIs
Built Tableau dashboards and KPI reporting to give leadership a clear view of operational health.
What I did
- Tracked learner participation, completion rates, satisfaction, and credit utilisation
- Designed leadership-ready dashboards and storyboards in Tableau
- Circulated regular operational health reporting to stakeholders
- Turned learner feedback into concrete process improvement recommendations
Outcome
Gave leadership a single source of truth for operational and learner outcomes.