• Scrum Lead/ Agile Program Manager, TCS-Project 1: Experience as a Scrum Lead/ Agile Program Manager in ‘Machine First Delivery Model’ unit under Cognitive Business Operations. Handling 14+ active automation projects based on Microsoft Bot framework (Chat, Voice & Email bot), Contact center platforms and AI/ML projects under various technology stacks – MS Azure, Twilio, Node.Js, React.Js, Python and Java. Facilitation of Sprint planning, Daily scrum, Sprint reviews and Sprint retrospective. Collaborating with the project management teams covering the risks of product misalignment with stakeholder requirements and ensure that the development is in line with the BRD. Prepare user stories and conversational flows for use case implementation. Remove impediments and protects the Scrum team from distractions and interruptions to ensure maximum productivity. Coaching, mentoring and encouraging the Scrum team to improve processes. Finding the best fit solution among all the possibilities to solve the project delivery issues. Regularly informing the stakeholders about the product development, processes, cost and budget. Responsible for project management activities such as project planning, tracking, project resource management and overall delivery. Handling a team of ~40 associates working in different roles such as Project Managers, Developers, Testers, Business analyst and DevOps engineers. Designing, describing, and managing the solution for Cognitive Digital Desk Bot framework (Chat, Voice & Email bot). Defining the features and phases of the Solution/ Delivery along with scoping, sizing and pricing of the platform. Stakeholder management for all the governing accounts. Experience working in Agile Scrum methodology, Waterfall framework, MS Azure platform and JIRA.

• Project Manager, TCS Project 2: Worked as a Project Manager for a US based Manufacturing Company. Actively working on requirement gathering, scoping, project timelines and end to end implementation. Monitoring progress and tracking roadblocks. Resource management for planning, implementation & BAU phase. Forecasting & budgeting based on Business requirement document. Develop and maintain a defined project schedule with no impact on overall delivery timelines. Highlighting & managing the risk to all the stakeholders for no negative impact on project deliverables.

• Business Process Lead, TCS Project 3:  Experience as a Talent Development Specialist for Cognitive Business Operations Unit. Conduct New Hire training (NHT batches) for all trainees and experienced professionals based on Culture, Voice and Accent module, Soft Skill parameters and Grammar. Conduct ‘Train the Trainer’ facilitation sessions for the new trainers in the team – Responsible for trainer certification process. Prepare Facilitator’s guides and training material. Conduct ILT/VILT sessions using a combination of lectures, workshops and videos.  Preparing & rolling out Global calendar, batch report, reporting dashboards, Induction program, training plan, AQS and NPS improvement trending for BQ associates. Experience as a NBN Case Manager for an Australian telecommunications project, in which we were actively involved in converting the broadband connection of Australian customers from Copper to NBN.• In House Recruiter Experience working as an In House Recruiter for Cognitive Business Operations unit. Progressive experience in Recruitment Life cycle – Recruitment management, Vendor management, Lateral and Bulk Hiring. Expertise in the screening process and short listing candidates which are sourced through different Job portals like Naukri, Monster and Times, Social Media, Campus Commune and employee referral programs. Expertise in all phases of recruitment like sourcing, staffing and on boarding of the candidates. Maintaining daily, monthly and yearly reports for audits on recruitment process. Managing recruitment drives and walk-in interviews. Coordinating with the technical interview panel scheduling the interviews and consolidating the feedback. Assist the Compensation Benefit team in presenting offers and closing selection list.

 Conduct Process training for “Virgin Media’’ (TSC Cables – Technical Support). Conduct Voice and accent training (Vowel Sounds, Consonant Sounds, Syllables and syllabic stress, Intonation and Modulation), Grammar sessions (Parts of speech, Articles, Prepositions, Subject-Verb agreement and Tenses), Soft Skills sessions(Customer service orientation, Transactional analysis, Empathy, Active listening, Service No, Assertive behavior, How to handle Irate customers, Building rapport, Apology – Solution giving and Call etiquette). Conduct Client training for all the advisors on the floor (Hotwire and TiVo benefits –advancement in the service). On floor monitoring and coaching based on VOB – Voice of the brand, (1:60 ratio). Attend calibrations monthly with the quality team and fortnightly with the Voice and accent team. Maintain reports – Trainer’s weekly and monthly utilization, daily/ weekly audit numbers and Feedback, Training details and trackers.

 Conduct new hire training (NHT) sessions after preparing the training plan which included soft skill parameters and voice and accent module. Evaluate the effectiveness of the training program by developing pre and post-assessments. Designed Facilitator’s guide for NHT sessions (E-Chat – chat etiquette + soft skill parameters - call parameters + Grammar – Uncle Oxford mailers + ICT – Intercultural training). Develop and update training modules based on the requirement shared by the client. Determine training needs with the analysis. Floor Support- On floor Monitoring and Coaching to improve the quality- Prepare a plan of action and track the improvement trend for all the advisors. Conduct E-learning sessions (CAN8 sessions) for all the advisors on a weekly basis (Roster agents according to the WFM investment plan and share weekly & monthly utilization with the senior management). Monitor 2 calls per advisor on a weekly basis and provide feedback based on the standard Coaching form. Attend Calibrations with quality and operations to standardize the parameters. Create documents for training. (Maintained daily tracker, RAG report, certification scores, Improvement trend, one on one detail, new hires checklist, etc.) Identify areas of improvement for process development and prepare a plan of action based on RAG analysis.