Took complete ownership of Hyperwallet - PayPal platform unification project across 5 contact centers in 5 time zones. This included upgrading/migrating TTT(Tools, Technology and Telephony) – Phone system, Chat system, Reporting system(OTRS), Workforce management system(Nice-Workday), Citrix – azure cloud.Took complete ownership of developing workforce management plan and introduced a new Workforce Management system for a Contact center staff of over 150 agents.• Analyzed and established a need to switch contact center chat provider, implemented the new service increasing chat SLA from 75% to 90% as a result of AI Chatbot.• Reduced absenteeism rate of the contact center by overall 10% by re-establishing• Captured business context for multiple projects-problem, current state, desired future state, objectives, business needs and impacted user groups.• Played a critical role in communications by interacting with Contact Center Operations supervisors, Product Owners, Developers, and QA Engineers.• Managed, configured, and monitored database and Contact Center applications.• Created ad-hoc reports for Contact Center Supervisors and other departments and administered small databases.• Ensured that change control and change management procedures were followed within the project team as they relate to requirements.• Managed and implemented of workforce management related tools and technologies and analyzed impact of systems in performance.• Data driven, qualitative and quantitative analysis of contact center trends and implement systematic solutions.• Communicated with people of various technical and business backgrounds.

Worked in fast paced team, helped the team analyze, access and implement simple solutions to solve complex problems Worked with Project maintenance, enhancements and implementations using PHP, SQL, Javascript Helped the team strategically bring down their busy backlog queue by reducing its size as much as by 90%. Volunteered and made best use of spare time by helping needy individuals and carried the values of Benevity high up

Working in FOAM(Javascript modelling framework) by google.Built an E-Commerce website with integration of Nanopay-Mintchip payment platform(Digital).- Planned the project, did a requirement analysis with stakeholders.-Developed the website from scratch according to the design provided by the design team-Built the blocks in the form of FOAM models, used FOAM's DAO(Data Access Objects) for data storage and implementation- Implemented the QR Code scan payment in the web app, implemented payment using Mintchip merchant app- Created new UI elements such as the Floating Labels and Real Time Validations for the Google's Foam framework.- Organized checkpoint meetings to have track on the project progress- Consistent demos every week on the progress.

Developed a website for a proposed university. Served as a front end developer. The app was deployed on Heroku.