Project Management Customer Experience

Rajrupa Raghavan

Located in Salt Lake City, UT willing to work Onsite

Available two Weeks’ notice

Professional Summary:

• Rajrupa is a Certified Project Management Professional with 14+ years of experience with Project/Program and Team management using the SCRUM and SAFe framework with successful Project delivery of Product Implementation, led projects in the US and Service-led projects across various Industries like Financial Services, Research Consultancy, Retail, Health Care and IT Services.

• She Performed Data Migration design and deployment, digital transformation of Enterprise SAAS Products Implementation, Data Analytics process-improvement initiative, Network Operations Centre (NOC), ServiceNow Implementation and Delivery, Onshore transition program, Customer Experience Management in PMO vertical, IT Symposiums, Identity and Access Management (IAM) process centralization and driving enterprise change management.

• She is skilled in determining Project Scope, Project budget, and Project deadlines, Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

• She is a great team player, a great communicator, and an Agile Coach, motivated to build dynamic teams drive customer satisfaction, and contribute to company success. Technical Skills:

• Building Project Management Network (Knowledge & skills management)

• Team Coaching and Mentoring

• SAAS Product Implementation (Cloud)

• Facilitation of Team Events to guide the Definitions of Done

• Cross-skilling and ART Contribution with Stakeholder Engagement

• Facilitation of Inspect & Adapt (Product Demo with Wireframes)

• Tooling with JIRA, KANBAN, Lucid Presentation of Workflows, Google Suite, and Smartsheet to list a few

• Business Workflow Analysis

• Salesforce Privacy ServiceNow

• Release Management with product readiness

• IT Audit /Risk Assessment (Tracking progress and blockers)

• Familiarity with Workday

• Continuous monitoring of Team Success and Morale Education:

University of California, Berkeley - Berkeley, CA, 10/2015 Post-graduation, Executive Program in Management: CX, Design Thinking, General Management NIIT Limited - Mumbai, India, 07/1999

Bachelor of Science: Software Engineering and Networking Bachelor of Arts: Single Major - Psychology, 06/1998 University of Mumbai - Mumbai, India

Certifications:

• PMP (PMI)

• ServiceNow Externship Program with NextGen

• Leading SAFe 6.0 Agilist (Scaled Agile)

• CSPO (Scrum Alliance) & CSM (Scrum Alliance)

• Leading Innovative Change (Haas School of Business)

• Six Sigma Black Belt (IACT)

• One Trust Privacy Professional (OneTrust)

Professional experience:

Global Payments Inc. (Contract) – Remote, Utah 08/2022 to Current Strategic Program Manager

• Managing Salesforce Projects as part of the digital transformational effort from the M&A's legacy systems

• Curated strategic partnerships with vendors such as PWC, and Capgemini to oversee the

• Data Migration design and deployment, digital transformation of Enterprise SAAS Products.

• Cross-Team Collaboration: with business leadership to set priorities based on business needs, resource capacity, and risk exposure.

• Initiated and chaired the Project Management Network for the new business vertical to mentor Lean and agile principles, and advocate successful tooling, also built artifacts as per the project.

• Developed and maintained logistics workflows, procedures, and reports.

• Established reporting system, Metrics, and KPIs to fine-track product release performance of the Product as per the proprietary architecture built for the M&A client base

• Tools Stack used - Salesforce, Google Suite Artifacts, Smartsheet, ClickUp

• Continuously tracked and monitored roles and objectives to align tasks with skill sets

• Facilitated SCRUM events like Daily SCRUM, Sprint Planning, UAT Testing and regression Demo, Retrospection, and Brainstorming sessions, including Team Activities across SLACK Channel to build the Team’s interest and engagement in work

• Agile / Team Coach: Integrate Agile processes across the team, product, and portfolio, Coached and mentored team members on best practices, tools, and processes.

JCPenney (Contract) – Remote 02/2022 - 04/2022

Privacy Project Manager / Team Coach/Agile

• Responsible for leading a team of BAs, Techno-Functional Consultants, Privacy Champions, and Data Teams to configure the OneTrust Privacy tool company-wide

• Building and executing the test design and execution using Lean and Agile framework

• Coordinated with cross-functional teams to resolve project issues and mitigate risks.

• Facilitated workshops to collect project requirements and user feedback.

• Tracked project and team member performance closely to quickly intervene in mistakes or delays.

• Curated the testing plan and implemented levels of testing in their UAT environments and shortened the delivery period by 30 days

• Coordinated and tracked Project timelines, escalated dependencies, and developed requirements, documentation, and progress reports.

• Tools Stack used mainly MS Sharepoint, OneTrust, and MS 365 State of Utah (DTS) – Remote 04/2021 to 01/2022

IT Project Manager / Scrum Master

• Spearheaded three roles of Project Management, Scrum Master, and Business Analyst/Testing between the licensing groups and Vendor which shortened the timeframe of product releases by 80%.

• Researched user behavior and led strategic product roadmap discussions across multi-functional teams which led to product improvement

• Cross-Team Orchestration: Acted as the liaison between the Vendors and the State of Utah Stakeholders mainly multiple License Board Members and End-Users

• SAAS Product Implementation & Increased the product releases by 80% and defect resolution every week

• Added the Epic - refunds on time

• Outlined work plans, determined resources wrote timelines, and generated initial budgets as part of project scope determination.

• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.

SolutionReach, Remote 03/2020 to 04/2021

Implementation Project Manager - Customer Success

• Acted as liaison between Enterprise SAAS Products environment (Patient relationship management), Engineering, and Professional Services teams

• Responded to a high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.

• Documented customer interactions in the internal database to maintain customer service history details.

• Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.

• Resolved customers' issues related to online purchases, late product deliveries, and billing discrepancies to encourage good customer relationships.

• Followed through on all critical inter-departmental escalations to increase customer retention rates.

• Maintained and documented project management and client inventory of 50+ clients in Salesforce & JIRA

• Led a team of 15 as a project manager and on-boarded the implementation projects of New Customers

• Consistently ranked in the department's top 3 for account management and customer feedback

• Also trained and demoed over 50+ customers on the platform usage and represented the Voice of Customer Role Sites by Sara – Remote 03/2018 to 03/2020

Digital Project Manager/Agile Scrum Master

• This role involved Project Management for all customers using the Asana tool, Optimization of search engines SEO, building newsletters and campaign strategies for customers

• Collecting requirements from customers and translating the design to the development counterpart team in India

• Digital re-building the websites and migrating the data from the older sites

• Improvements of their presence in the social networks, and maintenance of these websites as per the contracts.

• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.

• Evaluated client needs and developed tailored solutions to increase positive customer ratings. Technical Services Manager 06/2010 to 05/2012

IBM India – Bangalore

• Managed three prestigious small-medium-client transition projects namely Coca-Cola, Miller Coors, and Newell Rubbermaid

• Led a team of 25 integrated platform generalists with UNIX, VMware, Windows, and NOC support

• Spearheaded their training programs to ensure the best performance

• Acted as the liaison between the client, cross-functional teams, senior managers from IBM, and the generalist team

• Managed the incidents and problems end-to-end that involved escalation procedures, bridge calls, root cause analysis and finally recording them in the known-error proprietary database of IBM.

• ServiceNow's design and implementation: Acted as the liaison between the client, cross-functional teams, senior managers from IBM, and the generalist team. Managed the incidents and problems end to end involving escalation procedures, bridge calls, root cause analysis, and finally recording them in the known-error proprietary database of IBM. IBM US extended the

• Audit and Compliance services to IBM India consequently. Keane Inc. (NTT Data) – Bangalore 06/2009 to 04/2010 Program Manager / Service Delivery Manager

• Established Network Operations Centre 'NOC' with five teams supporting Applications and Data Centre as Offshore Development Centre in Bangalore from Keane Halifax - Canada

• Achieved 99% SLA during the transition phase resulting in 95% extension to services offshoring from the client

• Followed by KPO migration projects from Accenture and TCS for the same client. Accenture, Bangalore 06/2007 to 01/2008

PMO Manager - Customer Experience

• Led a team of survey analysts and coordinated as the focal point between the upper management and technical teams

• Tracked scorecards about performance and workplace environment

• Tracked Employee satisfaction improvement plan

• Managed the cross-border assignment reporting by collaborating with teams onsite

• Complete ownership of Organizational Charts.

IBM India, Bangalore 06/2006 to 05/2007

Service Management Lead

• Responsible for functionally leading the Asia-Pacific process of Service Management in IBM Global Services Delivery Centre: Change Management, Problem Management, Reporting Management, and Tool Administration Prior experience will be available upon request.

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