Collaborated with Project Teams to define project scope and requirements, ensuring alignment with business objectives and high-level project goals.Adapted communication strategies to cater to end-users of varying product expertise levels, facilitating effective project understanding and engagement.Leveraged deep product expertise to provide innovative solutions to product issues, liaising with Engineering team to address module-specific cases.Took ownership of technical challenges, analyzing customer requirements and workflows to resolve advanced issues within SLA and escalation processes.Developed a comprehensive understanding of clients' primary business outcomes, identifying and deploying Tactical Use Cases (TUCs) to meet project objectives.Managed change control processes and conducted configuration audits, enhancing project management skills and ensuring compliance with regulatory standards.Led project lifecycle documentation preparation, coordinated team development efforts, and implemented internal project management systems to optimize project operations and facilitate successful project delivery.

Manage and optimise configuration of onboarded Sprinklr clients, to ensure their continued success with the Sprinklr platform. Identify platform gaps, and optimisation opportunities; designing and configuring the appropriate solution, so that client expectations regarding platform use cases and functionality are fulfilled. Maintain platform relevancy according to change in business needs. Ensure that every client derives the most value possible from the Sprinklr platform. Assist the Sales and Success Teams in providing insight to client health, and working to win new business and/or grow existing accounts.Support our Services Directors to ensure optimal client service as it relates to platform performance, functionality, enhancements, and configuration

Managed and enhanced client relationships, ensuring top-tier satisfaction, and spearheaded end-to-end management of multiple projects, from requirement gathering to successful implementation.Orchestrated efficient workflow prioritization aligned with KPIs and KSAs, translating stakeholder requirements into actionable metrics, resource allocation, and timely project delivery.Facilitated seamless communication and coordination among internal teams, executing operational activities, user acceptance testing (UAT), and bug fixes to ensure project success.Strategically collaborated with project teams to swiftly identify and address challenges, while establishing quality standards, checklists, and processes to streamline project execution. Provided regular project updates to stakeholders, monitored progress, mitigated risks, and implemented corrective measures, ensuring compliance with contractual requirements and delivering on project milestones.

Member of the ISMS audit committee for the company. Drafting the SOP for the team's operations and process. Representative of the team during both internal and external audit.

Area Head (Small Batch Loans)Assisted higher management in analyzing consumer loan repayment behavior & identifying key improvement areasAssisted in managing collection process for 22000+ accounts & improving recovery rates on the write-off portfolioFrontline ManagerThe grievances of the employees which are not handled properly by the concerned personnel were resolved by escalating the issues to the corresponding channel and ensuring that the issue was resolved within the prescribed TAT. Also flaws in the systems were brought to light and proper solutions and norms to repress these flaws were designed and implemented.Project Management- Lok AdalatLed a 100+ members team in conducting pan-India Lok Adalats for ~1Lakh accounts across PAN IndiaImplemented strategy for capturing project metrics and funneling that info to dashboards, status reports & resource plan