Meera Raman

****, ********* ****, ********* ** – 46143

e-Mail: ad0fay@r.postjobfree.com

Ph: +1-317-***-****

LinkedIn Id: Linkedin.com/in/meera-raman-a531a1263

SUMMARY:

A highly skilled facilitator, Team manager coach, and trainer with 13+ years of experience offering support and solutions to customer queries, especially pertaining to Hardware, Systems Administration, Quality and Networking; excellent time management skills; proficient in computer skills; excellent organizational skills. maintained a track record of improving employee retention and satisfaction while delivering product features that customers love on time and under budget. Collaborate with team members to develop timelines, sprints, and tasks to complete for upcoming projects. Build policies and educational materials to update team members, managers and stakeholders on scrum methodologies and frameworks. Lead the engineering and QA teams through all stages of the project development process, from creation to implementation management. has a track record of problem-solving in cross-functional, self-managing teams and eliminating obstacles, risk mitigation, and bottlenecks. devoted to leveraging Agile approaches to mentor and lead groups of individuals to produce incremental software solutions for stakeholders and end users. Committed to ongoing innovation and creative problem-solving to promote transformational change, generate efficiencies, and increase team performance. adapt at resolving disputes and working in teamwork while preserving team morale.

Collaborate with team members to develop timelines, sprints, and tasks to complete for upcoming projects.

Practised in Agile methodology as well as undertaking the role of Scrum Master, creating sprints.

Experience in facilitating Agile/Scrum ceremonies (i.e., stand-ups, backlog refinements, agile retrospectives, sprint reviews), decision making, and conflict resolution.

Experience managing development of the assigned projects end to end.

Experience of leading and coaching remote teams and delivering results also be to facilitate through modern project management processes the ongoing development.

Managing relationships and coordinating work between different teams at different locations.

Prepare and document requirement specifications, functional specifications, user stories and manage the requirements throughout the product lifecycle experience in strategic planning, risk and issue management and change management.

Tools: hands-on experience with Jira, confluence, Axure, ADO updating and creating acceptance criteria user stories, epic stories, backlogs.

Skills:

Talent Management

Appraisal Management

Customer Satisfaction

Employee Relations

Project Management

People Management

Attrition Management

Change Management

Thinking Coaching and Mentoring

Effective Customer

Deadline Adherence

Attendance Management

Data Analysis

Cross-functional Collaboration

Communication

Time management

Project Team Coordination

Metrics Management

Critical Thinking

Scrum Processes

Communication

Team Leadership

Stakeholder Negotiations

Documentation and Reporting

EXPERIENCE SUMMARY:

Worked as Group Team Lead/Manager in HCL Technologies, Chennai from May 2006 to Feb 2015

Worked as Application Engineer in Slash Support (a CSS Group Company) Chennai from Feb 2005 to May 2006

Worked as Help Desk Engineer in Sutherland Global Services Ltd. Chennai, from May 2004 to Jan 2005

Worked as Technical Sales Executive in Prolease India Pvt Limited, Chennai from Dec 2003 to May 2004

Worked as Customer Care Executive in ICICI backend Chennai from May 2002 to Dec 2003

ORGANISATIONAL EXPERIENCE:

Company : HCL Technologies Chennai, India

Designation : GroupTeamLeader/Manager

Tenure : May 2006 - Feb 2015

Project : British Telecom

Managed a 40-member team and maintained the personal stats like SATURN, Quality and AHT.

Managed operational deliverables in terms of target including quality metrics.

Consistently achieved FCR, RFT and Customer Feedback survey and analysis.

Monitor calls regularly, identify areas of improvement to provide one to one feedback to team members.

Work closely with the team to improve process and ensure all briefing reaches the advisor forum.

Responsible to deliver excellent customer service through constructive feedback and coaching.

Facilitated meetings with key leaders and collaborated with project teams to ensure timely decision-making and effective communication between project stakeholders at all levels.

Followed agile methodology to ensure it stays on time and within budget.

Responsible to motivate, mentor and coach Advisors on behaviours, procedures, and process.

Responsible for all aspects of scrum process training, including but not limited to planning, daily stand-ups, sprint reviews, user story refinement.

Facilitated Scrum framework planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.

Company : Slash Support Chennai India

Designation : Escalation lead

Tenure : Feb 2005 - May 2006

Project : Netgear

Profile : Voice and Email, chat support for Networking Products

Problem Solving Critical Thinking • Coaching training and Mentoring • Cross-functional team Collaboration.

Communicate roles, expectations, and objectives to the team.

Assisted in installation, configuration and maintenance of network hardware and software components.

Resolved user related problems by providing technical guidance and expertise.

Developed solutions for hardware and software components along with performance evaluation.

Provided technical instructions to users regarding business functions, features, and application software.

Supported LAN and by effective network planning and server configuration.

Performed effective customer services by updating and evaluation of call logging systems.

Company : Sutherland Global Services Ltd Chennai, India

Designation : Help Desk Engineer

Tenure : May 2004 - Jan 2005

Project : Dell

Profile : Voice Support, email, and chat support

Resolved complex technical issues that arose on client computer using troubleshooting.

Effectively made recommendations to IT users on selection of hardware and software.

Installed and maintained Windows and desktop software, and anti- virus updates.

Certifications:

Certified scrum master (CSM) credential Id1728911.

Safe 6.0 POPM ID # 184*****-****

Trained and obtained certificate for Business analyst from Synopsizor technologies.valid till Feb 2025

EDUCATIONAL QUALIFICATION:

MBA, (Human Resource Management), University of Madras, April 2012.

BE, (Instrumentation and Control) Madras University, April 2001.

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