Delivery Enablement Manager at Accenture (2020-12 – 2026-01)
Led enterprise-wide learning enablement, knowledge management, and AI adoption programs supporting 50+ global IT projects across APAC, NAM, and EMEA.
- Redesigned the onboarding program, cutting agent time-to-production from 4 weeks to as little as 1 week — a 50–75% reduction in ramp time through systematic curriculum redesign and structured performance support
- Designed and delivered learning programs for 500+ employees covering leadership development, ITIL certification, and emerging technology adoption, consistently achieving 90%+ satisfaction and completion rates
- Developed and co-facilitated a 2-year Knowledge Management Ambassador program, building a network of 100+ certified graduates with near-100% participation across all supported projects
- Guided project teams in identifying automation and Generative AI opportunities, contributing to 30% of eligible projects successfully deploying solutions — exceeding the organizational adoption target
- Developed learning assets and enablement content in partnership with the Solutions team, contributing to the capability's IT Vendor of the Year award win
- Launched a leadership development program deployed across multiple global markets, equipping managers with the tools and frameworks to meet and exceed client expectations
- Collaborated with cross-functional stakeholders to standardize training approaches, knowledge practices, and enablement frameworks across distributed global teams
- Reduced onboarding ramp time by 50–75% — from 4 weeks to as little as 1 week — through systematic program redesign
- Built a KM Ambassador network of 100+ certified graduates across 50+ global projects, achieving near-100% organizational participation
- Exceeded AI adoption target — 30% of eligible projects successfully deployed automation or Generative AI solutions
- Maintained 90%+ training satisfaction and completion rates consistently across all facilitated programs and markets
Training and Quality Lead at Accenture (2017-07 – 2020-12)
Designed and implemented learning programs, enablement strategies, and performance support resources supporting global client project teams.
- Designed and implemented structured training programs, onboarding strategies, and quality frameworks aligned with operational and business objectives
- Created learning materials, process documentation, assessments, and supporting resources to improve onboarding, knowledge retention, and performance consistency
- Led end-to-end quality assurance initiatives, including metrics definition, evaluation frameworks, and process standardization efforts
- Collaborated with global and cross-functional teams to standardize training methodologies, assessments, and operational practices across multiple markets and sites
- Supported continuous improvement initiatives through performance analysis, workflow refinement, and operational feedback loops
- Managed and coached a team of Quality Leads and Analysts across 50+ IT support projects, ensuring consistent service quality and operational excellence
Partner Campaign Manager at Cognizant Technology Solutions (2015-01 – 2017-07)
Supported strategic partnerships and campaign operations for EMEA clients and partners.
- Collaborated with global teams to improve workflow consistency, process documentation, and operational coordination practices
- Managed multiple partner relationships while supporting campaign performance objectives and delivery requirements
- Coordinated workflows, timelines, and campaign execution across distributed teams and external stakeholders
- Facilitated onboarding and training support for new campaign managers to ensure alignment with operational processes and project requirements
Training and Knowledge Management at Sykes Asia Inc (2005-11 – 2014-10)
Progressive roles: Training & Quality Supervisor (2012–2014) · Training & Quality Coordinator (2008–2012) · Technical Support Representative (2005–2008). Built a 9-year foundation in instructional design, knowledge management, adult learning facilitation, and performance coaching across multiple accounts and business lines.
- Led full-account KCS (Knowledge-Centered Support) implementation as account KCS Lead — trained and certified all agents and officers, achieving complete methodology adoption
- Deployed onshore to a client site as part of the implementation team — independently launched training programs and brought the site to full operational capacity
- Developed curriculum and LMS-based training materials for multiple accounts, including a client-contracted role as dedicated curriculum developer for the account's LMS
- Managed a team of Training and Quality Coordinators, coaching performance and ensuring alignment with organizational and client objectives
- Applied adult learning principles, instructional design methodologies, and facilitation techniques to consistently deliver recognized training across multiple accounts
- Achieved full-account KCS adoption as one of the organization's first certified KCS Trainer and Coach
- Recognized with the Purple Passion Award for Training — client-awarded for exceptional training contribution
- Attained SSE+ Certified Expert status for outstanding standards in training and quality
