PANKAJ Singh

ps Program Manager

Professional Summary
As a Team Manager, I am responsible for
delivering high-quality training and e-learning
services to clients such as Udemy, Cisco, and Inc.
Contact
I manage a team of three Training Coordinators
and oversee the LMS administration and reporting Address
using advanced Excel and Power BI. I also use Noida, India 201301
multimedia tools and software, such as Adobe
Phone
Creative Suite, Articulate Storyline, elai.io, and
7217719483
Canvas, to create engaging and interactive
E-mail
learning materials for web-based offerings. I have
mps087316@gmail.com
successfully handled multiple projects and tickets
on the Service Now Tool, ensuring customer LinkedIn
satisfaction and timely resolution. I have over four www.linkedin.com/in
years of experience in the e-learning industry, /pankaj-thakurba5b60170
having worked as an Assistant Manager at BPO WWW
Convergence and NIIT Limited, where I handled https://bold.pro/my/fd2d-
teams of up to six Training Coordinators and 240614141206/278r
ensured consistent and high-level learner
experience and quality delivery. I have expertise
in instructional design, content development, Websites,
assessment design, project management, data
Portfolios,
analysis, and compliance training. I have a
Bachelor of Computer Applications (BCA), which
Profiles
has enhanced my communication, problem- www.linkedin.com/in
solving, and collaboration skills. I am passionate /pankaj-thakurba5b60170
about leveraging technology and data to create
effective and engaging learning solutions that
meet the needs and goals of learners and clients. Skills
Project Management
Work History
Program Leadership
2024-03 - Learning Technologist JIRA
Current Gedu Services(GlobalU), Noida Stakeholder & Budget
Act as the expert in Learning Management Management
Systems (LMS) for CFO Advisory and Clients Agile project management
Oversee E-Learning, Instructor-Led Training, Content Management
and Curriculum management on the LMS Advance Excel (V,X,H
platform Lookups & Data
Handle the payment gateway within Representations with Pivots)
Cornerstone LMS to streamline revenue
Microsoft Power BI(Data
recognition
Presentation & Data
Publish Online Courses (SCORM Packages),
Visualisation)
Videos, and Documents, including content
Learning Management
uploads and testing
System
Coordinate facilitator rosters, attendance, and
course credits Trello

Ensure System Security by establishing and Asana

granting role-based permissions Instructional Designing
Manage the user database, including creating
internal/external users and timely access
sharing
Develop Quizzes, Question banks, Assessments,
Exams, and Forms
Conduct Level 1, 2, and 3 Feedback
evaluations for training completion, followed
by evaluation reports
Create Standard Operating Procedure
Documents for Technical Scenarios
Edit digital video recordings for e-Learning
documentation using tools like iSpring,
Articulate, and Camtasia
Analyze and improve existing
processes/techniques to address root causes
of issues
Maintain an issue tracker and collaborate with
vendors, partners, or internal teams to resolve
issues
Align system solutions during requirement
gathering and provide functional & technical
support for implementation
Provide training and coaching to junior
consultants
Support LMS configuration, content loading,
notifications, and post-production assistance
Stay informed about developments in the HR
tech world and share knowledge continuously
Assist in developing scenarios for Testing and
conduct User Acceptance Testing (UAT)
 Manage data migration and data
management tasks
Generate Standard/Custom Reports &
dashboards
Analyze monthly MIS data including Training
Hours, Participants, Vendor Cost, HR, Social
Learning, etc
Ensure successful training and delivery services
for clients such as Udemy, Cisco (Compliance),
Inc
Handle LMS administration and reporting using
Advanced Excel and Power BI.

2023-04 - Team Manager || Learning &

2024-03 Development
CROMA, Gurugram
Act as the expert in Learning Management
Systems (LMS) for CFO Advisory and Clients
Oversee E-Learning, Instructor-Led Training,
and Curriculum management on the LMS
platform
Handle the payment gateway within
Cornerstone LMS to streamline revenue
recognition
Publish Online Courses (SCORM Packages),
Videos, and Documents, including content
uploads and testing
Coordinate facilitator rosters, attendance, and
course credits
Ensure System Security by establishing and
granting role-based permissions
Manage the user database, including creating
internal/external users and timely access
sharing
Develop Quizzes, Question banks, Assessments,
Exams, and Forms
Conduct Level 1, 2, and 3 Feedback
evaluations for training completion, followed
by evaluation reports
Create Standard Operating Procedure
Documents for Technical Scenarios
Edit digital video recordings for e-Learning
documentation using tools like iSpring,
Articulate, and Camtasia
 Analyze and improve existing
processes/techniques to address root causes
of issues
Maintain an issue tracker and collaborate with
vendors, partners, or internal teams to resolve
issues
Align system solutions during requirement
gathering and provide functional & technical
support for implementation
Provide training and coaching to junior
consultants
Support LMS configuration, content loading,
notifications, and post-production assistance
Stay informed about developments in the HR
tech world and share knowledge continuously
Assist in developing scenarios for Testing and
conduct User Acceptance Testing (UAT)
Manage data migration and data
management tasks
Generate Standard/Custom Reports &
dashboards
Analyze monthly MIS data including Training
Hours, Participants, Vendor Cost, HR, Social
Learning, etc
Ensure successful training and delivery services
for clients such as Udemy, Cisco (Compliance),
Inc
Handle LMS administration and reporting using
Advanced Excel and Power BI.

2022-07 - Team Manager || Learning &

2023-04 Development
BPO CONVERGENCE PRIVATE LIMITED, Noida
Responsible for successful training and delivery
services for clients - Cisco, Inc
Handling a team of 3 Team Leaders to ensure
consistent and high-level learner experience
and timely and quality delivery adhering to the
service level agreements
Increased overall efficiency and productivity
of the team by revamping jobs, schedules,
and daily assignments
Motivated and trained employees to maximize
team productivity and to do the tasks within
 SLA
Enhanced operational performance and
reduced labor expenses by developing and
optimizing standard practices
Improved team efficiency and productivity by
restructuring workflow and managing
assignments
Managed a high workload with a consistent
record of achieving deadlines and production
targets
Kept team activities in compliance with safety,
regulatory and environmental guidelines
Stakeholder management with a deep
understanding of processes that drives the
expansion of business with the client(s),
promoting customer success
Act as a primary and strategic point of contact
with clients for day-to-day activities, manage
all client communications and identify new
channels to promote/increase business
portfolio
Collaboration with IT and other cross-functional
teams to obtain short-term and long-term
solutions to various business problems
Offering/Class readiness coordination with
clients and vendors.
Developed performance measurement
strategies, identifying areas for improvement

2019-04 - Assistant Manager || Learning &

2022-01 Development
NIIT Limited, Gurugram
Handling team of 6 Training Coordinators to
ensure consistent and high-level learner
experience and timely and quality delivery
adhering to the service level agreements
Responsible for successful training and delivery
services for clients - Cisco, Barclays, Inc
Manage end-to-end learning experience right
from content consulting, content hosting &
content life cycle management to handle any
support issue with the learning content
Enhanced operational performance and
reduced labor expenses by developing and
 optimizing standard practices
Improved team efficiency and productivity by
restructuring workflow and managing
assignments
Managed high workload with a consistent
record of achieving deadlines and production
targets
Kept team activities in compliance with safety,
regulatory and environmental guidelines
Stakeholder management with a deep
understanding of processes that drives the
expansion of business with the client(s),
promoting customer success
Act as a primary and strategic point of contact
with clients for day-to-day activities, manage
all client communications and identify new
channels to promote/increase business
portfolio
Collaboration with IT and other cross-functional
teams to obtain short-term and long-term
solutions to various business problems
Manage end-to-end learning experience right
from content consulting, content hosting &
content life cycle management to handling
any support issue with the learning content
Offering/Class readiness coordination with
clients and vendors Feedback analysis, along
with creation and maintenance of instructor-
led/Virtual/Web based/Video on demand
classes
Adherence and compliance to
project/organization processes, Concentrix:
Barclays
Content management - SCORM and AICC
Salesforce data management for content and
classes.

2017-04 - Team Lead

2019-04 NIIT Limited, Gurugram
Responsible for successful training and delivery
services for clients - Cisco, Inc
Motivated and trained employees to maximize
team productivity and to do the tasks within
SLA
 Stakeholder management with a deep
understanding of processes that drives the
expansion of business with the client(s),
promoting customer success
Act as a primary and strategic point of contact
with clients for day-to-day activities, manage
all client communications and identify new
channels to promote/increase business
portfolio
Collaboration with IT and other cross-functional
teams to obtain short-term and long-term
solutions to various business problems
Offering/Class readiness coordination with
clients and vendors.

2016-07 - Training Coordinator

2017-04 NIIT Limited, Gurgaon, Haryana, India
Counselled students regarding course and
program selection, class scheduling and
registration, and career planning
Delivered supportive and knowledgeable
counselling to students with academic or
personal concerns
Collaborated with teachers and administrators
in the development, evaluation, and revision
of school programs and in the preparation of
master schedules for curriculum offerings.
Trained and mentored new personnel hired to
fulfill various roles

Education
2016-07 - Bachelor of Computer Applications -
2019-05 BCA: Computer Science
R.D.P.D. College, Jahangirabad - Uttar Praadesh

Certifications
Designing the Learner's Journey

Training with Stories

Build Your Own Professional

Training: Quick Start Guide

Creating Fun and Engaging Video

Training: The How

Components of Effective Learning