Customer Service Project
Resume:
Tarun Shroff, MBA, PMP
Johns Creek, GA 30097
Email ************@*******.***
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.
Contact this candidate