Tarun Shroff, MBA, PMP

*** ****** **,

Johns Creek, GA 30097

Email acgsa3@r.postjobfree.com

Home Phone 910-***-****

PROFESSIONAL SUMMARY

Fifteen plus years of work experience in Information Technology. Currently working as Director of

Professional Services for NexxPhase Inc., a cloud based contact center solutions provider.

Proven ability to manage development teams, effectively plan, coordinate and meet deadlines of

multiple projects. Goal oriented, customer focused, and tenacious. Committed to executing first class

solutions on-time and under budget. Excellent Implementation knowledge, Vendor and Client

Management skills. Technical knowledge of Application Development, Database Design, and

Business Intelligence. Involved in complete Project and Software Development Life Cycle.

Primary responsibilities include –

• Managing professional services (Managed services) department that consist of project

managers and team of in house and off-shore developers.

• Overseeing projects from inception to completion using various project management

methodologies, like Agile, Waterfall etc.

• Client and Vendor Management. Participating in writing SOWs, RFPs & selecting vendors.

• Product innovation.

• Responsible to come up with Project Plan, team Schedules and Time tracking using Project

Management tools such as MS Project 2010/2013, Basecamp, JIRA & Redmine.

• Identifying and Managing Project Risks and other Project Issues and avoiding scope creeps.

• Providing Status Reports to Stakeholders.

• Technical demonstrations of current enterprise offerings to potential clients.

• Organize daily scrums and schedule sprint deliveries. Involved in team building activities.

• Responsible for providing Business Intelligence and Business Operations Reports that meet

expectations of Internal Users and External clients.

• Work closely with various heads (CTO, VPs, Operations Managers, IT staff, vendors and

clients). Understand organization goals & business needs, provide suitable suggestions and

solutions.

• Technical background in ASP.Net, C#, VB.Net, ADO.net, Web RTC, Web Services, Ajax,

ASP, Java, Oracle, Crystal Reports, SSRS, MS SQL, Oracle & MySQL.

• Knowledge of CRMs, Win Server 2003, 2008, IIS 6.0 & 7.0, Linux, Apache & Apache Tomcat.

Strong Project Implementation Methodology, best practices, and schedule management

Self-Motivated individual with very strong problem solving, communication, presentation and

mentoring skills. A team player with a positive attitude. Ability to prioritize tasks and work under

pressure.

EDUCATION & CERTIFICATIONS

• Project Management Professional Certification (PMP)

• Master's Degree in Business Administration (MBA - Management Information Systems) East

Carolina University, Greenville, North Carolina, USA

• Programming in C++, from Nash Community College, Rocky Mount, North Carolina, USA

• UNIX & ‘C’, from Boston’s Computer Institute, Bandra, Bombay, India

• Bachelor's Degree in Law, National College, Bombay University, India

• Bachelor's Degree in Commerce, (Business with major in Accounting) Jai Hind College,

Bombay University, India.

EMPLOYMENT HISTORY - Company; Designation; Period

Employer: NexxPhase Inc.

Title: Director Of Professional Services

Duration: Jan 07’ – Current

NexxPhase is a cloud based SAAS contact center solutions provider.

PROJECTS :-

• Georgia Department of Human Services

Implemented contact center technology to support departments of Child Protection Services

and Office of Family Independence. Responsible for replacing legacy phone systems,

migrating historic data, providing BI, training current staff of 1800 customer service

representatives, and improving Service Levels by 20 points. Automated Web form

submission process of reporting child abuse. Integrated with internal applications such as

SUCCESS, SHINES, and Oracle On Demand.

• Georgia Department of Correction Services (GDC)

Managed the whole program for Correction Services. Implemented contact center technology

to support departments of Probation Reporting Call Center and Pardons and Parole.

Provided call back solution that increased productivity and Service Levels. Integrated with

SCRIBE and internal applications used by GDC for recording Parolee’s answers.

• Elders Scroll Online/ Zenimax Online Studios – Provided Contact center technology to

support $200 million MMO. Built call control ribbon and integrated it with Oracle Right Now

Technologies that supports contact media channels like phone, chat, email and callbacks.

Provided agent to customer chat technology. Designed multiple dashboards for different

levels of executives from supervisors, managers, to C level executives. Responsible for

developing and deploying training materials for 2,000 agents.

• Golf Channel - Provided a solution to manage booking from 3,000 plus golf courses. Built a

mash up screen that allowed agents to manage golfer’s booking, rewards point, cancellations

etc. Integrated with Silo applications and increased First Call Resolution percentage by 15

points. Provided automated CSAT applications via email and phone.

• Siemens (Unify) – Consumed multiple Web services to provide a single application for

agents that handled calls from Siemens technicians. Designed work flow that reduced errors

by eliminating manual processes. Provided an email solution that consolidated multiple mail

boxes and provided agent time tracking. Developed various reports using Crystal Reports 13

and MS SSRS.

• Time Warner Cable – Goal: Increase customer retention and sales by consolidating various

applications. Developed an application that looked up customer’s profile and dynamically

generated offers to retain customers that called in to cancel their service. Application was

also designed to reduce talk time, thereby reducing costs and increasing profit. Provided

Business Intelligence via various BI tools, including CR, SSRS, and flash dashboards that

displayed Key Performance Indicators.

• Open Table – Integrated NexxPhase solution with Salesforce. Designed a call control ribbon

using Sales Force CTI technology. Provided outbound calling technology that would update

Restaurant’s upcoming holidays.

• Financial Times - Goal: Consolidate various payment processing, billing, sales, and

renewals applications into a single application. Automating distributor complaints process to

allow distributors to handle complains in a timely manner. Provide outbound calling solution

for regaining lost customers. Customized Firstwave CRM application to meet FT’s

requirements.

• Synapse - Built a wrapper application that integrated with NexxPhase and custom client

applications.

• SmartBargains/Rue La La – Designed an application that integrated with Order

Management System for e-tailer Rue La La. Also implemented a Voice Self Service

application that allowed customers to track their orders and update their credit card

information.

• Medicaid/Medicare - Created an outbound campaign for Medicaid and Medicare to update

details of Medicaid/Medicare customers using Voxeo’s (VXM) voice self-service hosted

services.

• NexxPhase internal projects – Goal: continuous improvement approach for existing

technology.

Integrated with social media sites like Facebook and Twitter and provided an application that

retrieved negative comments from consumer and delivered it to customer service department. This

helped customers in responding to negative comments in a timely manner..

Developed video conferencing and chat using Google’s Web RTC technology.

Provided HR solution to pre-screen employees and track all employee records.

Developed a mobile application that supported chat, email, click to call, and video conferencing with

agents.

Managed several projects including all the above projects - involved in full project life cycle. Lead and

directed the team; integrated NexxPhase solution with various third party software’s like Oracle Right

Now Technologies, Salesforce, Oracle On Demand (Siebel) HelpSpot, Firstwave etc. Conducted

internal stand up meetings, scrums, setup sprint deliverables and conducted sprint reviews. Involved

in client and vendor management. Involved in several technical presentation of organizations current

offerings to potential customers.

Successfully delivered all projects in time and under budget.

Employer: NexxLinx Inc.

Title: IT Team Lead

Duration: Feb 01’ – December 06’

IT Team Lead for NexxLinx, sister concern of NexxPhase. Responsibilities included leading a team of

developers and writing applications in languages such as ASP.net C#, Java, HTML with back end

Oracle, MS SQL and MySQL Database. Responsible for supporting E-Commerce gateway SurePay

and FirstData.

Employer: East Carolina University

Title: Assistant, East Carolina University / Ericsson

Duration: Jan' 00 - Dec' 00

Worked as a research assistant with East Carolina University (ECU) in the School of Industry and

Technology on a project called Online Wireless Learning Solutions (OWLS), which was a joint

venture between ECU and Ericsson. Developed study materials and tests compatible with PDA’s that

allowed students to take the tests from anywhere in the campus and get instant results.

Employer: Bombay Stock Exchange/J N Jhaveri

Title: Stock Broker

Duration: Jan' 90 - Dec' 98

Worked as a stock broker for J N Jhaveri. Responsible for managing client portfolios, risk

management, wealth management, providing status reports. Managed 100+ client portfolios.

WORK AUTHORIZATION:

US Citizen

**Additional details on the projects will be provided on request.

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