• Led 2 cross-functional teams, leading to 15% improvement in project outcomes and increased team satisfaction by 20%. • Facilitated effective Sprint Ceremonies, fostering open communication and collaboration and ensured proper Agile adoption. • Collaborated effectively with Product Owner and scrum team to remove impediments, resolve conflicts, and increase transparency. • Effectively driven issue prioritization and streamlined defect resolution leading to production support issues reduction by 30%. • Partnered with stakeholders in backlog grooming and prioritization, ensuring alignment with business objectives. • Successfully identified and mitigated project risks through proactive monitoring and reporting, preventing 2 potential project delays. • Published insightful business reports and tracked KPI Matrix. • Championed a culture of continuous improvement through retrospective sessions and feedback loops, driving consistent team growth. • Empowered teams to thrive through constructive feedback and timely recognition. Also, helped them to embrace a positive growth mindset. • Conducted sessions on Agile and Scrum at organization level.

• Reduced incident resolution time by 20% through process optimization. • Improved stakeholder alignment and transparency by providing prompt updates on high-severity issues. • Ensured seamless collaboration between vendor teams, stakeholders, and clients to mitigate risks and expedite resolutions. • Established recovery SLAs for major incidents, reducing average downtime by 30% and revenue loss by 15%. • Reduced service downtime by 20% through pro-active risk identification and mitigation strategies implemented during critical situations. • Implemented a centralized database for emergency contact information, accessible to all the teams, ensuring swift response during critical events. • Conducted in-depth first-level RCA for high-impact issues, accurately identifying root causes and assigning ownership to the most suitable teams. • Leveraged a centralized Known Error Repository to track root causes and implement effective fixes, preventing future occurrences. • Delivered actionable insights through data-driven weekly/monthly reports. • Effectively handled P1/P2 calls and PPV bridges, ensuring speedy issue resolution engaging all the required teams. •Enhanced customer experience by pro-active identification of blockers improving application performance Driven Release Readiness Activities and flawlessly handled deployments.

• Boosted efficiency by 20% through meticulous workflow optimization and policy updates, ensuring US GAAP compliance and financial operations. • Pioneered a 10% reduction in loan incident processing time and errors by proactively enhancing the logging system, showcasing a forward-thinking approach to system improvement. • Led the strategic conversion of non-escrow to escrow accounts, increasing account management efficiency by 25% and enhancing client satisfaction through adept oversight and implementation skills. • Prioritized communication with county officials to ensure timely settlement of outstanding payments or activation of speed pay arrangements, safeguarding properties from potential auction.

• Expand customer value by adding authorized users and recommending credit insurance that aligns with their specific needs and risk profile. • Exceeded customer expectations with a CSAT score above 85% while managing a high volume of 70 inbound calls daily. • Fostered a customer-centric culture within the team through engaging training sessions on exceeding CSAT expectations and honing crucial soft skills like active listening and problem-solving. • Transformed team into customer satisfaction champions, resulting in a 25% jump in CSAT scores and a more positive customer journey.