Project Management
Resume:
Work Experience Summary –
Project Management –
-Project developing software solutions for Patent and Trademark management for clients like Nestle, Lincoln Electric
-Project developing software solutions for call center agent performance and quality management for several US based clients like Alaska Airlines, Carlson Leisure Travels, Allconnect, SaraLee
Account Management - Account Management and new business development for clients like Carlson Leisure Travels, Alaska Airlines, SaraLee and and a direct-to-consumer catalog sales company
CPA Global - Senior Manager, Project Management
December 2012 to July 2014
Developing software solutions for Patent and Trademark management for clients like Nestle, Lincoln Electric
Responsibilities
Project Plan creation in MS Project as per the Project Management Office standards of the organization
Track project milestones and releases
Ensure coordination among geographically distributed teams to deliver the project milestones
Track and drive solutions for Project Risks and Issues on a daily basis
Present project progress to the steering committee on a weekly basis
Accomplishments
Established project management practices
Implemented Agile Development methodology of iterative development
Tools Used
MS Project
JIRA
MS Office tools
HyperQuality - Director, Project Management
October 2003 to May 2011
Project Management - (2006 - 2011)
Account Management - (2003 - 2006)
Managed project for developing software solutions for call center agent performance and quality management for clients like Alaska Airlines, Carlson Leisure Travels, Allconnect, SaraLee
Responsibilities
Roll out of 3 versions of the software in a SaaS model using Agile Development Methodology
Establish the Project Management Office to manage the development initiatives
UAT and maintaining user accounts and permissions
Creation of Project plans and tracking milestones
Project Change request management
Ensure coordination among geographically distributed teams to deliver the project milestones
Track and drive solutions for Project Risks and Issues on a daily basis
Present project progress to the CTO on a weekly basis
Account Management and new business development for clients like Carlson Leisure Travels, Alaska Airlines, SaraLee and Allconnect and a direct-to-consumer catalog sales company
Responsibilities
Manage a team of 100+ employees
Worked with software team to develop automated reporting to gain efficiency
Implemented cross-training of resources on processes to improve resource utilization
Deliver operations as per client SLA agreement
Conduct Account reviews with clients
Identify new business opportunities with the clients
PILOT and Ramp planning for operational roll-out
Accomplishments
Grew business with a client over 100% within first year of roll-out
Established project management team and development process
Skills Used
Client Management
Team Management
MS Office
EXL Service.com - Customer Care Representative
March 2001 to June 2002
Responsibilities
Member of the Customer Service Team for Conseco Life Insurance Policies - one of the leading sources for Insurance, Investment and lending products in middle Americas.
Migration of the process knowledge and training new team members on the process and systems
Mentoring new joiners
Handling call escalations and providing best possible solutions to the customers on issues related to loans, withdrawals, and features of the policies, policy premiums and future projections.
Training Received
3 months training at Conseco office in Carmel, IN on complete process/policies/skills/ software applications for handling customers issues
RDM India Pvt Ltd - Customer Care Representative
June 1998 to November 2000
Responsibilities
Perform enrollments for Lufthansa miles and more program and credit mileage to customer accounts
Education
Bachelor of Arts Degree in English Literature
Delhi University, New Delhi - India
Completed Diploma in German as a Foreign Language from Goethe Institute, New Delhi – 1998
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