Reno, Nevada, United States
Operations and Training Leader with 8+ years of experience driving global service delivery, readiness governance, and cross-functional transformation across multi-region operations. At Infosys BPM, I lead global L&D and readiness initiatives across 10+ countries, managing a team of 88 training and quality professionals across four regions. My focus is on building scalable training, certification, onboarding, and change readiness frameworks that improve delivery consistency, strengthen operational capability, and support client success. I partner closely with Operations, Quality, Change Management, Sales, and senior stakeholders to convert business needs into practical, data-driven solutions that improve performance, governance, and organizational readiness.
Lead global client operations, readiness, quality, and training governance activities supporting Microsoft business operations across multiple regions. Manage program readiness, transition planning, change request execution, training and certification readiness, resource planning, knowledge management, stakeholder alignment, and process standardization. Partner with client stakeholders, Operations, Quality, Transition, HR, BI/reporting, Knowledge Management, and regional leadership teams to align scope, timelines, risks, dependencies, readiness status, and execution plans. Support transition readiness through process discovery, knowledge transfer planning, work instruction review, material readiness, trainer/resource planning, certification tracking, and post-transition capability building. Analyze KPI, SLA, quality, rework, readiness, and training completion data to identify process gaps, root causes, improvement opportunities, and corrective actions. Drive process improvement through reporting review, error analysis, readiness tracking, operational checklists, daily/weekly governance, and structured stakeholder follow-up. Support hiring, talent selection, internal mobility, trainer/resource planning, interview coordination, candidate assessment, and leadership role alignment across regions. Contribute to business expansion and client-facing discussions by providing operational readiness, training, quality, and governance inputs for existing-client initiatives.
Led global readiness, quality, and operational enablement activities for Microsoft Westbury business operations across multiple regions, with focus on training readiness, quality performance, change request execution, process standardization, stakeholder alignment, and operational improvement. Supported global QA and training reporting, including Travel Back, Invalid Hold, Ops Error, First Pass Yield, new hire training, upskilling, refresher training, and change request readiness. Partnered with Operations, Quality, Change Management, Training, and client stakeholders to identify risks, review error trends, drive targeted process training, and improve execution consistency. Contributed to monthly business review inputs, quality performance updates, training summaries, CR readiness tracking, work instruction review, and regional process standardization. Supported improvement actions such as targeted refresher training, error checklists, training completion tracking, and process alignment across regions.
Managed global operations and readiness activities for Microsoft business processes, supporting global project management, process optimization, client handling, data analysis, and KPI management. Led operational coordination across multiple regions, supported team performance and process execution, tracked progress toward business goals, and worked with stakeholders to improve quality, productivity, readiness, and delivery consistency. Contributed to process optimization and operational improvement initiatives by using data analysis, problem-solving, and readiness KPI tracking to support better execution across teams.
Managed day-to-day team operations supporting Microsoft business processes, with focus on workload prioritization, SLA adherence, team performance, process compliance, and operational delivery. Supported people management, performance follow-up, KPI tracking, client handling, data analysis, issue resolution, and process improvement activities to improve team quality, productivity, and execution consistency.
Supported Microsoft licensing operations as a Subject Matter Expert, managing daily queue volumes, workload prioritization, reporting, escalations, process clarification, and operational support for agents and new hires. Worked closely with program leadership, Microsoft stakeholders, and internal teams to ensure work was prioritized, updates and changes were cascaded properly, system issues were flagged, and productivity or quality improvement opportunities were identified. Supported team quality through reporting, escalation review, training follow-up, and process improvement suggestions to help improve service delivery and customer experience.
Processed, reviewed, validated, and managed Microsoft agreements and orders while supporting accuracy, SLA adherence, customer expectations, and operational quality. Handled internal and external transactional queries, researched and resolved customer issues within established SLAs, validated and managed partner return requests, reviewed exceptions outside contractual terms, maintained audit documentation, supported backup activities, participated in UAT/business process verification, and contributed to ad-hoc reporting and operational analysis.