 To Facilitate Scrum ceremonies such as daily stand-up meetings, sprint planning, sprint review, and sprint retrospective. To Identify and troubleshoot obstacles that are hindering the team’s progress. Promoting continuous improvement through retrospectives and feedback sessions. To Communicate project status, risks, and issues to stakeholders. Track KPIs and help teams deliver high-quality products/solutions on time. Manage and oversee the entire project lifecycle, from initial concept through to delivery and post-project review. Develop detailed project plans, including scope, timelines, resources, and budget. Coordinate internal resources and third parties/vendors for the flawless execution of projects. Ensure resource availability and allocation. Measure project performance using appropriate systems, tools, and techniques. Report and escalate to management as needed. Manage the relationship with the client and all stakeholders. Perform risk management to minimize project risks. Establish and maintain relationships with third parties/vendors. Create and maintain comprehensive project documentation.

 Overseeing the day-to-day functions of the Quality Assurance (QA) department. Managing an effective quality assurance program that monitors for and resolves issues before they become problems. Supervises the development and regular update of policies and procedures. Managing Projects related to Airfare consolidation and campaigns to increase revenue. Audit Client email, phone responses and escalations to determine refresher training needs or changes to bring best practices. Provide feedback and training as needed to Operations Agents daily on audit failures.

 Oversaw daily operations and managed a team of employees. Developed and implemented strategies to improve efficiency and productivity.  Monitored and maintained inventory levels to minimize waste and maximize revenue. Coordinated with other departments to ensure smooth workflow and customer satisfaction. Achievements: - Successfully implemented a new inventory management system that reduced waste by 20%. Led a team of employees in achieving a 15% increase in productivity over the course of one year.

 To lead a group of 50 - 70 associates & communicate timely updates to the management. Analyse performance issues, identify trends, create, and present solutions and execute plans. Facilitate & coordinate agent skills assessments with training dept. To manage the operational deliverables in terms of targets including quality targets on a day-to-day basis. Upkeep MIS and reports as per the process requirement. Completion of Yearly appraisal discussion and goal setting with team members.