Professional Experience
18+ years of progressive leadership in Learning & Development, with 13 years shaping high-performing teams at Meta and Google. Proven expertise in scaling AI-powered learning transformation and driving multi-million dollar operational impact.
Role Overview
- •Leading global learning strategy for 8,000+ agents in Advertiser Operations across 12 international vendor sites in APAC, EMEA, and North America.
- •Orchestrating cross-functional partnerships with Global Support Operations (GSO), Global Operations (GO), and Small Business Group (SBG) leaders.
- •Managing vendor trainers and learning specialists across multiple regions to ensure consistent, high-quality training delivery.
Key Impact Metrics
Strategic Initiatives & Impact
AI Innovation: Learning Catalyst
Conceptualized and built an agentic AI eLearning authoring tool grounded in 6 learning science frameworks. Reduces course creation from days to ~3 minutes. Achieved 25% time-to-competence reduction, 2.2pp CSAT improvement, and 5.0/5 user rating.
Project SkillSolve
Performance transformation program for 3,000+ tenured agents, improving CSAT by 3pp through data-driven, targeted refresher modules.
AI Co-Pilot Integration
Spearheaded integration of proprietary AI-powered simulation and performance support tools, achieving +29.7ppt increase in resolution recall and 95%+ adoption rates.
Program Merger Training Redesign
Orchestrated training redesign for large-scale operational program merger, reducing training time by 54.5% and contributing to $5-6M in annualized OPEX savings.
Designed Scalable Skills Training
Designed, executed and project managed a scalable, measurable and sustainable Functional Skills / Soft Skills training solution. Developed a POWER framework (P-Problem Solving, O-Ownership, W-Well Structured, E-Empathy and R-Relevant Suggestions) implementing it to 8K Vendor HC across the globe and contributed to top-line metrics of +9 pp.
Role Overview
- •Responsible for ensuring all learning curriculum was in place to match business operations.
- •Identified and managed projects to solve learning performance challenges.
- •Monitored learning performance metrics and created improvement plans for site's low-performing areas.
Rapid Site Launch
Launched 3 vendor sites in a span of 1 year with total HC of 700 across different regions after defining, executing and enforcing a robust Launch Plan, Training Curriculum, Graduation, Nesting and Early Ramp framework.
Role Overview
- •Global lead of all Training and Learning initiatives of Political Ads Global Protocol workflow in the Trust & Safety Org.
- •Delivered training across all vendor sites globally for Global Protocol Electoral, Social & Political Issues (SPI).
- •Conducted post-mortem analysis after each country election enforcement.
Global Protocol Enforcement
Successfully launched Global Protocol Enforcement across 5 vendors and 7 sites to ~10K reviewers. Streamlined a global curriculum that helped in successfully launching electoral enforcement in 108 countries and territories.
Role Overview
- •Training Manager for Google accounts of all 8 locations of TDCX APAC.
- •Mentored, Lead and Coached a team of Learning Partners for an omnichannel Operation of 5k agents.
- •Ensured Sales and Customer Service framework and product training are clearly defined and delivered.
Key Impact Metrics
Standardized SALES Framework
Created a standardized TDCX branded SALES Framework after conducting RCA with Quality and Ops insights. Launched it to 8 sites supporting Google sales programs in APAC, clocking in the highest Revenue ever of 7 million USD that quarter.
Role Overview
- •Led the creation and deployment of appropriate training, content / sales messaging, processes, practices, forms and tools.
- •Built T&Q function from the ground up for a 500-employee site.
- •Mentored over 500 employees, leading Regalix to become the highest-performing vendor in APAC.
Built High-Performing Operations
Built the Training & Quality function from scratch, establishing internal quality frameworks and mentoring over 500 employees. Led Regalix to become the smallest yet highest-performing vendor in APAC, setting benchmarks for operational excellence.
Role Overview
- •Trained ~100 employees in Google Ads SMB.
- •Created a microsite that reduced task resolution time by 61 seconds.
- •Achieved FTE cost avoidance of $7,016. LEAN Certified.
Process Optimization & Cost Savings
Designed and implemented process improvements that reduced task resolution time by 61 seconds per transaction. Created a microsite solution that achieved $7,016 in FTE cost avoidance. LEAN Certified.
Career Impact Summary
Years of Experience
Years at Meta & Google
OPEX Savings Driven
Agents Trained Globally