Project Name: Loyalty Program and Management • Gather, Analyze and deliver business and functional requirements. Lead projects/product implementation by interfacing with teams and manage delivery at various stages of the project.• Responsible for business and functional requirement gathering and analysis.• Finalization of Product Construct (JP Prod and Business teams)• Review the Business Requirement Documents (BRD), Functional Requirement Documents (FRD).• Coordinate with stakeholders for development, ecom and marketing and vendor teams• Creation of project plan to track progress and mitigate risks/issues• Preparing workflow diagrams and create wireframes• UX/UI Brainstorming and Finalization of UX/UI• User Acceptance Testing for CRM features • Manage delivery timelines across all phases of the project • Release management and deployment planning • Service request and Change request management of existing products and platforms

Product based company: Overall project management and Collaboration with stake-holders.• Monitor the overall process for Air Berlin and Virgin Australia.• Proactive in identifying risks, issues and highlight the same to the concerned stakeholders.• Managing the budget in terms of revenue, staffing and costs and provide timely alerts.• Monitor delivery and reports.• Conduct audits of processes followed by Operations and Service delivery heads to ensure adherence.• Understand the client requirements related to the project.• Maintain Project plan, manage project task list, risk logs, Facilitate meetings.• Liaise between business stakeholders and technical teams, understand the business requirements and opportunities.• Interacting with the technical team to ensure that the requirements are clear.• Ensure issues are identified, tracked, reported on and resolved in a timely manner.• Provide presentations and demos to the clients.• Manage internal and external change requests

Assistant Manager: Operations● Ensure smooth delivery of the Services and Tasks stated in the Client SOW for Business continuity managing project scope.● Administer the Roles, responsibilities and the resources required as per the contract.● Meet the monthly / yearly revenue projections made to the management for the project.● Conduct appraisals for team leaders and review the ratings of the team members. Team Leader:● Manage a team of 40 FTE’s with 3 different sub processes.● Conduct appraisals for Team Leads and review the ratings for FTEs as per the performance.● Plan, schedule, monitor, and report on activities related to the project.● Create communication plans, and ensure appropriate information is exchanged among key stakeholders.● Attend client service review meetings.● Identify gaps and facilitate training sessions.● Ensure backup plans are created.● Creating of presentation slides for client using MS PowerPoint.● Providing of Statistical Data using MS Excel and MS WordOnsite coordinator:● Deputed as an Onsite Lead in Kansas City (US) for 1 year, transitioned major process from Customer site to offshore delivery center and continuous Lead to strengthen relationship in India.● Transitioned critical processes successfully from onsite to offshore ensuring end to end transition and 100% quality of work.

 Analyzing and investigation discrepancy tickets for which refund has been claimed, auditing the tickets which has been put for refund by a particular IATA agent and whether the agent has adhered to the rules related to the refund procedure supported by documents / reasons as to why a ticket has been put for refund. Responsible to check if the agent has not fraudulently claimed any refund Been responsible on developing and upgrading of the refund procedures and achieving the highest customer satisfaction