Customer Service Manager

Sabitha Venugopal

*** ******* ****** *** ***** Creek, GA30097 Tel: 404-***-**** ***********@*****.***

IT manager

Product Management, Business Analysis, Project Management and Customer Support

Seasoned IT Manager with Business Analysis, Product, Project and Portfolio management experience in leading complex projects in retail, ecommerce and mobile platforms from inception to delivery

Profile Summary

Over 5 years of experience leading offshore and onshore IT development, testing, customer support and sales teams

Formulate and implement business strategy and set up effective business processes to deliver results

Plan resource allocation and set team priorities to meet budget and time constraints

Excellent track record in fostering relationships with external and internal business partners and stake holders, working and mentoring cross-functional teams to deliver results for an improved customer experience

Ability to communicate with stakeholders at various levels to clearly articulate the project details in order to drive to a consensus

Extensive work with creating business requirements, translating them to functional requirements, use cases and test cases and mapping data flows through multiple systems

Core Competencies

Stakeholder Management: Establish a strong relationship with project sponsors, external clients and internal stakeholders based on clear and proactive communication, set and manage expectations for the project, understand and articulate conflicting business requirements to drive towards results that maximize the benefits for the business

Delivering Results: Innovative problem solving by exploring new avenues and creating new processes to surmount problems, defining project scope and functional requirements, defining business and system use cases, tracking data flows and interaction between multiple systems, creating analytics to measure effectiveness of projects and leading discussions between the different functional teams to ensure that the results are targeted to achieve the desired goals

Team Development: Build teams, set up reporting structures, coach and mentor various members of the team, help create artifacts that provide better clarity, participate in recruitment and ongoing training of new team members, and lead by example

Communication: Serve as an effective bridge between technical and non-technical resources by breaking down ideas and business strategy into appropriate modes of communication for consumption by all levels of management

Technical Skills: Microsoft Projects, Pivotal Tracker, Microsoft Visio, Microsoft Office Suite, Tableau Reporting, SQL, HTML Waterfall, AGILE and Scrum Methodology of Software Development, Resource Allocation, Business and Functional requirements, Use Cases, E2E and UAT, External and Internal Client Interfacing, High Level Presentations, Product Manuals and Documentation

Professional Experience

AT&T, Atlanta, GA (July 2014 to Current) Business Initiative Manager

E-Commerce Portfolio Management

Define scope for complex multi team initiatives that span across User Experience, Accessibility, Content, Authentication, Development, networking and testing teams

Identify and engage all the impacted teams to assess project viability

Create and articulate the vision for each of the projects based on data analysis and business goals

Drive the process to establish scope and sizing for each large project (ranging from $500,000 to $ 2 million) and the other for management approval

Identify and address discrepancies due to scheduling or dependencies on other projects

Design analytics to measure project effectiveness post deployment

Guide and Monitor the project from envisioning to deployment

Macy’s Systems and Technology, Johns Creek, GA (Jan 2012 –June 2014) Sr. Product Manager

Omni Channel Projects for Marketing Systems

Defined the requirements for the Omni Channel Marketing Program for major initiatives like Wallet Hub, Preference integration between Stores, Dot Com and Customer Service

Identified innovative solutions to make the projects viable

Led the efforts to define scope, identify impacted teams and produce sizing for a Marketing Program initiative to streamline data flow through the eco-system

Managed business partner relationships with the various internal teams; SPOS, MCOM, BCOM, MSA,ICM Credit and Analytics team

Managed relationships with external vendors Acxiom, mobile vendor Syniverse, Epsilon and Cheetah Mail

Defined the overview for the FOB to align with the overall business strategy

Facilitated and led discussions among cross functional teams across the marketing ecosystem to create business use cases and test cases unifying the customer experience across selling channels

Communicated cross functional impacts across teams and applications proactively

Mentored project managers, product managers and test leads

Primedia, Norcross, GA (Oct 2011 – Jan 2012) Product Manager

Mobile Road Map and Application Development

Produced a white paper to realign the corporate mobile strategy to align with the external market

Created the mobile road map to align with the overall product strategy

Third Peer Inc, Duluth, GA (Aug 2010 – Sept 2011) Project Consultant

Launch a brand new online platform to teach English reading to students in South Korea to reach 1000 users in the first year

Developed business plans and processes to facilitate users from multiple locations

Defined the product requirements to meet the needs of the various stakeholders like students, instructors, parents and administrators

Recruited, mentored and led a team of 15 instructors in the US to provide online instructions

Product and services marketed across South Korea for $1500 per student per year

HighPoints Learning, Inc., Duluth, GA (September 2006 – May 2010) AVP Product and Services

Successfully launched 4 web based products based on .Net architecture using SQL server and SQL

Database which have generated $8 million in revenues

Built up and led the off- shore development, testing and services teams of 40 people for over 4 years

Trained and Led on shore Sales team of 50 reps across the country in 15 states for 3 years

Direct reports included team leads from the development, QA, Customer service and Area leads from the Sales teams

Led the JAD process to innovate and define Product Requirements, and set up a Product Roadmap to deliver timely and effective solutions designed to meet customer requirements

Partnered directly with end business users to design and implement UI and improve usability.

Single point of contact for all external clients including technical support for customer site installation

Managed the UAT process with perfect scores in the product audit conducted by the State Education Department of Georgia

Spearheaded the efforts to set bench marks and manage resources to meet aggressive timelines for product delivery

Presented to groups including the State superintendent of Education in states like Utah and Idaho. Also had numerous presentations for district superintendents, curriculum directors and administrators across the U.S.

Conducted multiple presentations to investors and Venture Capital firms

HighPoints Learning, Inc., Duluth, GA(Nov 2004 – August 2006) IT Manager

Led the efforts to design and deliver an online Math platform for Harcourt Achieve, one of the largest textbook publishers in the US

The project generated $2.4 million in revenue for HighPoints

Partnered with the customer to set project timelines and milestones

Developed business and functional specifications, set priorities and managed the deliverables for the off-shore development and testing teams

Coordinated the UAT efforts of both teams

Led the deployment efforts for external customers of Harcourt Achieve across the U.S.

Setup the customer support center off shore to handle end user calls and emails for technical and product support

Spearheaded the training of all 150 sales representatives for Harcourt

Supported the marketing and sales efforts of the Harcourt team for a year. The product was deployed in 170 schools and districts all over the US in the first year

MCI WORLDCOM, Atlanta, GA (Nov 2000 – Oct 2003) Business Analyst

Facilitating the communication between the Marketing and the Development teams

Translating marketing business requirements to data and functional requirements.

Shortened the conversion cycle from 6 weeks to 2 weeks enabling the company to launch its new deals to the end users in a timely and effective manner.

Designed and helped create automated tools for converting business requirements to data in a very efficient method thereby reducing testing efforts. (saving of 1600 man hours per marketing cycle)

DATAMATICS CONSULTANTS INC. Atlanta, GA (January 1992 – June 1995)

Human Resource Executive

LARSEN AND TOUBRO LTD. Mumbai, India (May 1989 – Aug 1991)

Human Resource Executive

Education

GEORGIA STATE UNIVERSITY, School of Management – Atlanta, GA

MBA, Information Systems, Year 2000

TISS, Mumbai – India

Master of Personnel Management & Industrial Relations, Recipient of the Merit Scholarship, Year 1989

CHENNAI UNIVERSITY, Chennai – India

Bachelor of Science in Mathematics, Year 1987

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