Ullas Thomas

About

I have close to 8 years of experience in corporate with extensive experience in managing international projects and clients. I started my career as a Trainer and then moved on to become a Training Manager with Symantec handling a globally distributed team of 7 Trainers. In my current role, I am planning and tracking multiple projects spread across different regions. In addition to this, I am also taking care of the day-to-day activities of the PMO analysts in the team. I have a good track record of on-time completion of all projects with happy faces. I am a very detail-oriented, analytical person and I tend to add a touch of creativity to every project or task that I come across.

Experience

Omnex Systems

Jul 2018 – Present

Chennai, India

Assistant Manager - PMO & Customer Experience

• Took lead in transforming the existing tech support department into a structured, customer-centric and lean department by redefining the process (Based on COPC guidelines), bringing in new CRM, Telephony and Remote Support integration. • Overall management of customer experience feedback deployment, results harvesting, reporting and analysis. • Manages and track the day to day deliverables of the resources in the PMO and Customer Experience. • Understanding the training needs of the customer, mapping out training plans and schedules, designing and developing training programs. • Conducted and tracked UAT of new product or patch releases. • Working with a globally distributed team to achieve goals and objectives within the tech support department. • Acts as a bridge between Implementation, Dev and QA teams to track and resolve issues and bugs. • Configured and managed Asterisk based IP PBX systems, IVR, Sugar/Freshdesk based CRMs and project management/tracking using Redmine. • Periodic customer visits to strengthen the bond between Omnex and the customers. During the visits, collected feedback/suggestions and convert them into actionable insights for internal development/implementation team to work on

Sutherland Global Services

Aug 2011 – Jan 2017

Chennai, India

Associate Manager - Training

- Acted as a single point of contact for all client interactions and manages escalations; develop strong working relationships and communicated expectations internally and externally with assigned clients and vendor. - Conducted weekly status calls with clients and other stakeholders to discuss important key service topics, to review projects and to discuss available training offerings or product improvement suggestions. - Identified additional opportunities to provide more products, services or other resources to customer by analyzing the feedback received. - Conducted calibration sessions with client and internal stakeholders including QA team and Service Delivery. - Created reports and dashboards to showcase the trend in performance and completion of deliverables. - Spearheaded the launch of a new LOB/Project from a hiring and training standpoint. - Liaising with process owners/ service delivery for the smooth running of projects. - Estimated costs of training operations and subsequently managed them in accordance with the budget to ensure maximum return on investments. - Developed action/game plans and contents to enhance the quality of service delivery to the end clients. - Expertise in delivering training for new hires and existing staff on technical topics, sales, and products. - In charge of the overall management of the Training Department and the training deliverables across the account. - Conduct periodic training need analysis (TNA) on assigned Line Of Business (LOB) - Review calls and coach the agents based on the opportunities identified. - Develop and review training material to ensure it is updated and of high quality. - Conducted web-based trainings and have travelled extensively to other locations as required to deliver training. - Has been actively involved in planning and implementation of performance improvement Initiatives for under-performing/ non-performing associates. - Handled flyer and poster creation for all the global locations.

Education

Amal Jyothi College of Engineering, Kanjirappally

May 2006 – May 2010

Bachelors in Technology (B.Tech), Information Technology

Skills

Languages