Manager Project

Divya Sankar

**** ******* **** ***, *******, VA – 20171 . 804-***-**** . *************@*****.***

CAREER PROFILE

Dedicated and detail-oriented professional certified in Business Administration, Commerce and Information Technology with experience in resolving customer concerns, handling escalations, leading teams, managing human resources, achieving key metrics, spearheading process improvements, conducting reviews and managing client portfolios. Skilled in MS Office suite, data and business analysis with domain knowledge of ISP, Airline, Automobile and Telecommunication service industries. Aspiring for a career in Project Management.

SKILLS & COMPETENCIES

Coordinating with internal and external stakeholders.

Preparation and analysis of periodic reports and trackers

Facilitating meetings, preparing Minutes of the Meeting.

Creation of project plans and charters

Requirement Elicitation & Analysis

Achievement of Key metrics through planning and prioritizing.

Team Management.

Talent development through training, coaching and mentoring.

Client relations.

Business Analysis.

Six Sigma Yellow Belt Certified.

Proficient in MS Word, MS Excel, MS Visio, MS PowerPoint.

Project Management.

Create and modify Standard Operating Procedures(SOPs)

Process and call quality improvement.

EXPERIENCE

AMERICAN INSTITUTE FOR RESEARCH 01/2018 – PRESENT QUALITY AUDITOR

Audit calls to analyze adherence to process.

Report call quality trends and deviations.

Propose of corrective action plans.

Prepare and deliver training sessions.

CONVERGENT SOFTWARE SOLUTIONS INC. 01/2014-12/2017

PROJECT ASSISTANT

Created project documents and business analysis artifacts.

Tracked and updated project schedule and deliverables.

Scheduled meetings, prepared and circulated minutes of the meeting

Assisted in preparing and analyzing performance reports.

Worked collaboratively with project team, facilitating in their coordination and communication.

Managed client communications.

AEGIS PVT LTD 08/2009-10/2010

ASSISTANT OPERATIONS MANAGER

Headed strategic planning, performance metrics tracking, personnel management and client communication for 2 client portfolios with a staffing of 100 employees.

Accomplished human resource objectives by re-defining job descriptions, formulating structured approach for selecting, interviewing and hiring new employees.

Served as a single point of contact and escalation for clients, adeptly mitigating performance concerns, if any.

Built a cohesive and efficient group of Team Leaders through selective hiring, assessing training needs, timely feedback mechanisms and outlier management system.

Presented periodic performance reviews and scorecards to clients, identifying and developing process improvement opportunities.

Resolved production and personnel issues by resourcefully utilizing cross-departmental relations.

Identified and converted a new business opportunity to a feasible project.

AOL 07/2006-08/2009

TEAM LEADER

Consistently produced high performing teams through training, coaching and feedback process.

Maintained low attrition and absenteeism through employee engagement programs.

Improved training turnout through revised training modules, schedules and approach.

Cleared bottlenecks through coordination with IT, Training, Quality and HR departments.

Analyzed and corrected team trends through pareto analysis, graphs and Ishikawa diagrams.

Handled customer escalations, upholding customer advocacy at all times.

Utilized DMAIC method as per COPC standards as part of integrating six sigma program in the process.

AOL 02/2003-07/2006

SUBJECT MATTER EXPERT/CUSTOMER CARE CONSULTANT

Functional expert for team, assisting team leader in achieving team metrics by coaching new hires.

Served as first level of escalation.

Resolved customer concerns with a smile, ensuring first time fix of issues.

Protected customer confidentiality and handled sensitive information with care.

SILICON SYSTEMS 10/2001-01/2003

PROGRAMMER/ FRONT OFFICE MANAGER

Handled front desk responsibilities.

Maintained and tracked log of all programmers and their progress on the project.

Created company scorecard to showcase achievements and acquire new business.

Handled filing, documentation, proof-reading, email correspondences.

Designed, programmed and tested software modules.

Conducted end user training and created user manuals.

EDUCATION

Post Graduate Program in Business Administration, Indian Institute of Management 05/2005-04/2006

Bachelor in Commerce, Calicut University 09/1998-04/2001 Advanced Diploma in Software Engineering, APTECH 01/1998-12/2001

Course in Business Analysis 06/2017-08/2017

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