Project Manager Management
Resume:
Reshma Shetty
IT Project Manager
PH: +1-475-***-**** Mail: ****************@*****.***
SUMMARY:
Dedicated and focused Project Management Specialist with over 15+ years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements.
●Expertise across diverse domains including healthcare, banking, telecom, and retail. With a proven track record of successfully leading projects in each of these sectors, I am adept at navigating the unique challenges and intricacies that come with managing projects in highly regulated and fast-paced environments.
●Tackle complex projects across multiple industries, delivering results that drive business growth, improve operational efficiency, and ultimately enhance the overall customer experience.
●Dynamic and results-driven Project Manager with extensive experience in leading diverse teams and overseeing high-value projects in the banking and credit card industry.
●Proficient in utilizing effective project management methodologies using Agile, Waterfall & Hybrid approach within budget and timeline constraints while exceeding client expectations.
●Skilled in utilizing Excel automation and analytics to optimize operational efficiency and drive process improvements.
●Recognized for expertise in Adobe Experience Manager (AEM) and Adobe Marketing Cloud platforms, with a track record of successfully managing web content and email services.
●Adept at fostering collaboration, facilitating open communication, and aligning team efforts towards project goals.
●Strong analytical and problem-solving skills combined with comprehensive technical expertise, enabling the successful execution of complex projects.
●Demonstrated ability to maintain stakeholder relationships, manage project documentation, and ensure adherence to quality standards and best practices throughout the project lifecycle.
SKILLS
●Adobe Experience Manager
●Azure
●Contentful
●Workfront
●WordPress
●Microsoft Excel & PowerPoint
●Monday.com
●Project Management
●Adobe Marketo
●Risk Management
●Visio
●Cost Management
●JIRA, Confluence
●Team Building
●Problem Solving
EDUCATION & CERTIFICATION
●Bachelor in Computer Application
●Certified PPMP
●CSM by Scrum Alliance
●Certified Safe Agile 6.0
●Persuing Digital marketing & AI Classes from Udemy
WORK HISTORY:
Child care substitute teacher Bright horizons
October’2024 - till date
●Under training plan for child care process as a substitute teacher
●Ensuri
Senior Project Manager Accenture Operations Mar’2019 – Feb’2024
●Led a diverse team comprising members from different departments or disciplines to ensure the smooth execution of a significant project valued at $1.5 million.
●Delivered noise-less Web Content, Email & Print services, meeting project requirements while exceeding client expectations.
●Employed effective project management methodologies to ensure project milestones were achieved within budget and timeline constraints.
●Utilized Excel automation to ideate and implement a solution that significantly reduced the average handling time for EShop Weekly activity by 95%.
●Streamlined processes and workflows to improve operational efficiency and productivity within the team.
●Designed a Kapost dashboard view and automated reporting system that reduced manual work by 50% with 100% accuracy.
●Received client appreciation for innovative ideation and delivering solutions beyond the project's original scope.
●Utilized Capacity Utilization Model to analyze volume trends and forecast resource requirements accurately.
●Ensured optimal resource allocation to meet project demands while maintaining efficiency and cost-effectiveness.
●Conducted daily standup meetings to facilitate open communication and collaboration among team members.
●Improved project efficiency by 30% through enhanced coordination and alignment of team efforts towards project goals.
●Offered comprehensive technical support to resolve AEM (Adobe Experience Manager) related bugs promptly during Iconic launches.
●Ensured smooth project execution and minimized disruptions by addressing technical issues effectively.
●Acted as a liaison between offshore and onshore teams/clients, ensuring seamless communication and alignment of project objectives.
●Maintained regular communication channels to address concerns, provide updates, and resolve issues throughout the project lifecycle.
●Conducted bi-weekly and monthly meetings using PowerBI to discuss ideas, solutions, issues, and project timelines with offshore teams and clients.
●Fostered collaboration and ensured alignment on project deliverables and objectives.
●Developed Excel reports to streamline the monthly billing process, ensuring accuracy and efficiency in financial transactions and reporting.
●Created visually appealing and informative PowerPoint slides for Requests for Information (RFIs), effectively communicating project capabilities and solutions to potential clients or stakeholders.
Project Manager Accenture Operations Sep’2017 - Mar’2019
●Worked closely with cross-functional teams to deliver key project goals in a timely manner.
●Successfully lead high-level presentations to upper management to report on project progress and success.
●Acting as AEM SME to handle weekly deployment activities for reputed mobile service provided (US based Client)
●Implemented Adobe Experience Manager (AEM 6.2) /Adobe Marketing Cloud platforms.
●Contractor assignment through JBC Connect.
●Take ownership of projects from planning through execution to closure, ensuring alignment with organizational goals and objectives.
●Utilize your expertise in Adobe Experience Manager (AEM) to effectively manage projects involving this platform.
●Apply your advanced knowledge of computer systems within a Windows-based environment to support project activities and requirements.
●Utilize advanced Microsoft Office skills, including Visio, to create detailed project documentation and diagrams.
●Apply your experience working with Software Development Life Cycle (SDLC), SQL, and Agile methodologies to drive project success and efficiency.
●Utilize strong analytical and problem-solving skills to identify and address project challenges effectively.
●Collaborate closely with stakeholders to analyze business problems, document requirements, and ensure clear communication between business and IT teams.
●Manage multiple priorities in a fast-paced environment, ensuring timely delivery of project milestones and objectives.
●Apply understanding of business analysis techniques, documentation standards, and project management methodologies and tools to ensure project success.
●Demonstrate clear and effective communication skills, both written and verbal, to interact effectively with stakeholders at all levels of the organization.
●Assist in identifying process improvement opportunities within project workflows and facilitate communication between business and IT teams to implement enhancements.
●Collaborate with Quality Assurance (QA) teams to create test plans and participate in testing activities to ensure final solutions meet all criteria and quality standards.
●Provide support to senior project managers and business analysts as needed, contributing to the overall success of project initiatives.
●Offer software product support to key-level managers, ensuring they have the necessary resources and information to make informed decisions regarding project direction and outcomes.
Web Team Lead Accenture Operations Apr’2015 - Sep’2017
●Lead a dynamic team of over 50 individuals in the development of websites for a prominent banking client. Our primary platform for this endeavor was Adobe Experience Manager (AEM) 6. Throughout the project lifecycle, my responsibilities were multifaceted, ranging from overseeing team dynamics to ensuring the successful completion of various tasks.
●One aspect of my role involved managing website maintenance support for the client. This entailed receiving and creating JIRA requests, a crucial tool for tracking and managing tasks efficiently. By leveraging JIRA, we could streamline communication and prioritize tasks to meet the client's needs promptly.
●In addition to maintenance support, I oversaw the execution of both large-scale and smaller-scale projects using AEM 6.1 version. These projects varied in complexity, from crafting comprehensive homepages to developing multiple landing pages and product detail pages (PDPs). By effectively managing these projects, I ensured that each component aligned with the client's objectives and maintained high standards of quality.
●Furthermore, I implemented workflow approval processes for critical account pages, which played a pivotal role in maintaining the integrity and security of the client's digital assets. These processes ensured that changes to sensitive pages underwent thorough review and approval before deployment, mitigating potential risks.
●Throughout my tenure, I also search deeply into the concept of Canonicalization (Canonical). Understanding Canonicalization was crucial in optimizing website structure and ensuring consistency in content presentation across various platforms and devices. By implementing Canonical tags appropriately, we enhanced the website's search engine optimization (SEO) performance and user experience.
Web Team Lead Accenture Operations Jul'2013- Apr’2015
●In my role as a Project web Analyst, I oversaw the development of both desktop and mobile web pages using Adobe Experience Manager (AEM) 5.6 version. This involved coordinating with a team of developers and designers to bring our clients' vision to life effectively.
●One of the key aspects of my responsibility was understanding the requirements outlined in Excel-based files provided by clients. These documents served as blueprints for the web pages and forms we were tasked with creating. Leveraging my understanding of AEM 5.6 templates, I ensured that these requirements were accurately translated into functional and visually appealing web assets.
●Additionally, I was involved in troubleshooting and fixing simple CSS styling issues using AEM CRXDE, the repository for AEM's content management system. This hands-on approach allowed me to address styling inconsistencies efficiently, maintaining the integrity of the web pages and adhering to the design specifications.
●To streamline the management process and minimize manual updates, I implemented inheritance techniques in parent and child pages. By establishing clear hierarchies, we could propagate changes made to parent pages automatically to their respective child pages. This approach significantly reduced the risk of errors and improved the efficiency of our workflow.
●Furthermore, I oversaw archiving and deleting pages while ensuring that all page references were checked to avoid any potential page link breakages. This meticulous approach helped us maintain the structural integrity of the website and provide a seamless user experience.
●Another aspect of my role involved managing Digital Asset Management (DAM) cleanup activities to optimize storage space and maintain system performance. By regularly reviewing and organizing digital assets, we ensured efficient resource utilization and streamlined asset retrieval processes.
●Lastly, I facilitated the development of mobile pages using desktop page blueprints. This involved adapting existing desktop page layouts and functionalities to suit mobile devices, ensuring a consistent and user-friendly experience across different platforms.
Business Analyst Serco Jan’2013- May’2013
●Responsible for overseeing operations at Barclays credit card company, successfully implemented several initiatives that led to significant improvements in service level performance and operational efficiency:
●Through meticulous tracking and analysis of outgoing and incoming credit card inquiry calls, I identified areas for improvement and implemented strategies that resulted in a 50% increase in service level.
●By closely monitoring call volumes, response times, and agent performance, I was able to identify bottlenecks and implement solutions to streamline processes and enhance customer service.
●Utilizing advanced Excel skills, developed and maintained hourly reports that provided real-time insights into agent productivity and call center performance.
●Leveraging Excel formulas, created dynamic reports that displayed agent-wise call volumes versus call shrinkage, allowing for data-driven decision-making and proactive management of resources.
●As the primary point of contact for schedule-related requests, I efficiently managed all aspects of workforce scheduling, including processing paid time off (PTO) requests, facilitating shift swaps, and managing overtime assignments.
●Maintaining accurate and up-to-date schedules, I ensured adequate staffing levels to meet customer demand while accommodating the needs of individual agents.
●Implementing strategies to improve service level performance, maintaining detailed reports to monitor call center metrics, and effectively managing workforce scheduling to optimize operational efficiency. Through these efforts, I contributed to the success of the Barclays credit card company by enhancing customer satisfaction and driving overall performance improvements.
Web Analyst IGATE PATNI, India Aug’2010- Dec’2012
●Incharge of noiseless content migration activity performed using Demandware CMS tool for multiple locales and regions
●Creating HTML pages for telecommunication client using Vignette Content management tool
●Handled customers queries during critical product launches
Web Designer & Developer CMS Info System, India Jul’2008 – Aug’2010
●Designing corporate newsletters, official banners, festival ecards using Photoshop
●Developed 2 Web applications using JAVA eclipse & MySQL Database
●Weekly timesheet upload for around 250+ employees
●Developed web application to convert usage of printing documents into online documents
Web Designer CNB Exports, India Jan’2008 – Jul’2008
●Deployed a Leather products website from scratch
●Photo-shooting of new products received in store & adding copyrights to each assets
●Maintaining sales records to analyze and update SEO tagging for better analytics performance
Web Designer Spursh Solutions, India May’2007 – Oct’2007
●Managing website content update for an ecommerce company using HTML & CSS
●Re-touching on images using photoshop & Macromedia firework before uploading on website.
AWARDS
●Retention Rockstar Team Lead – Accenture Operations, India- FY22 Q3
●Client Experience Inspirational Team Leader- Accenture Operations, India- Aug’2022
●Special Leads Award- Accenture Operations, India – Aug’2021
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