Project Manager Customer Service

Ravinder Soni

Vose St., Winnetka, CA *****

C 323-***-****,

*******@*****.***

Seeking Position in

IT Project Management, System Analysis, Software Development, Business

Operations, Business Process Flow Analysis, Process implementation,

Strategy Planning, Team Building and Administration.

About Myself

I am a System Analyst and Project Manager, having comprehensive business

and technical experience and competency to analyze and resolve the

challenges into workable solutions. I have proven track record of working

with multiple teams at multiple locations in order to steer the projects in

right direction with desired results. Experience and expertise to provide

cost effective solutions in today's lean environment. As a Team player with

positive attitude effectively work and gel with coworkers in order to

produce team targets. I have worked with complete life cycle of an IT

Projects starting from initiation till implementation and follow-up/Review

along with change management with the help of popular Project Management

tools like MS Project, MS Office (Word, Excel and Power Point) and Visio

etc. I have prepared test cases for black box, white box and use case

methodologies for the assuring the quality of the software products. I can

gather business requirements and translating into technical requirements

efficiently and communicate to the development teams and also do effective

release management.

Education

1. Microsoft Certified Technology Specialist (MCTS) / MCDBA

a. SQL Server 2008, Implementation and Maintenance.

b. MS Project Server 2007

c. MS Office Project 2007, Managing Projects

2. Microsoft Certified IT Professional (MCITP)

a. Database Administration 2008

3. Microsoft Approved Course

a. Expert Level Certification in MS Project 2010

b. Expert Level Certification in MS Office 2010

4. Diploma in Computer Science.

5. Bachelor of Commerce. (Graduation in Business, Finance and

Accounting)

6. Post Graduate Diploma in Quality Assurance and ISO 9000.

Core competencies

Mentor, Motivate teams Budgeting and costing Defining operational targets

A keen planner Variance Analysis Project Tracking

Strategist and implementer Finding bottlenecks Business Accounting

Quality Assurance Change Management

People Management Vendor Management MS Office, MS Project

SQL Visual Basic System Analysis and Design

Professional Experience

Managing Call Center Projects (Customer Service Resources) (3 + years,

Sylmark Inc.)

The responsibility included for the entire operations and profitability of

the Call Center and Development Center based in Delhi, India and other

outsourced centers in Mexico, Pablo (Colorado) and Costa Rica.

Major Accomplishments

o Over 1.5 million dollars were saved by outsourcing the process to

offshore locations.

o Streamlined operational processes thereby enhanced efficiency by 25%

and achieved cost reduction to the tune of 20%.

o Cost of operations was reduced by consolidating the vendor base.

o Quality Systems and standards of customer service were developed and

implemented in the offshore locations.

o With increase in the workload a careful and strategic expansion of

team was made from 15 people to over108 people in a span of 3 years.

Manager (Process Center / Business Development) (3 +, Btn Access Pte,

Health and Home Shopping)

Major accomplishments

o Setting up a contact center and development team for our parent

company PCCW Pte based in Hong Kong in much ahead of schedule

resulting in saving their cost of operations by 12%.

o Controlling the labor turnover by introducing the achievement based

incentive schemes thus saved in hiring costs.

o As a team player I supported a team of 25 developers and 30 contact

center reps including 4 team leads and was able to give the

deliverable on target dates.

o The Data Processing and Back Office was set from ground level which

included purchase of equipment, hiring and training of staff and

finalization of SLA with client. This all work was done under my

supervision and completed in scheduled time with much below the

budget.

Project Manager IT / Product Development (9 + years, Hilton Roulunds

Limited, World Fashion Exchange)

Major accomplishments

o Implemented and designed in house fault ticket management software for

their external clients thus making bug reporting much more systematic

and more satisfied post sales customer service.

o Web Based Financial Accounting project was completed in much before

target time with a team of seven developers resulting in reduction of

development cost.

o In order to make the software more credible in market I played a key

role to get the financial accounting system certified from a major

accounting company.

o The timely deliverable s, team efforts and efficient project

management made Company to generate additional revenue of 0.5 Million

USD.

o The company rewarded me with Special Achievement Award for 2005-2006.

o Developed and implemented in house Payroll system along with time

attendance software resulting saving of labor cost and time.

o Designed and implemented production line management system for a

rubber extrusion plant for making V belts for auto industry impacting

a huge saving in labor and production cost.

Recent Project Details

Project Name Description Company My Role Status

Lead Management A Lead Sylmark inc. Done System Completed and

System for a Management Analysis and implemented in a

Call Center System for a Designed, record time of 3

outbound Developed from months with a

calling. outsourced team of 3

Developed in agency in India, developers and

Visual Basic. Implemented. one QA. Passed

Net and MS SQL all SIT and UAT

Back end on time. Project

tracking done

with MS Project.

Daily Sales Developed in VB Sylmark Inc. Did requirement Completed in and

Reporting .Net to capture analysis, and implemented in 2

System. the sale of designed the month time.

multiple items reports with Project tracking

interfacing with help of other done with MS

call center internal client Project.

database. requirements.

Financial Developed in World Fashion Designed the Completed in 1

Accounting ASP.NET and Exchange Inc. front end and Year and 3

System VB.NET back end, months with 6

coordinated with developers.

developers and Passed all UAT

clients and SIT tests.

(Internal and This software

External) was certified by

a CPA firm for

its accuracy.

Project tracking

done with MS

Project.

Personal A complete HR Hilton Roulunds System Analysis, Completed and

Management recording and Limited Design and implemented in 4

System Payroll system Project months' time.

developed VB6 Management

Visa Status: Permanent Resident

References: Available on request.

Contact this candidate