Khwaab Thacker Email & Phone Number

Nagpur, Maharashtra, India

Orchestrating a 5 member scrum team with main focus on new client onboardings.Facilitate & Conduct Sprint Planning, Daily Standups, Sprint Review, Sprint Retrospective ceremonies.Calculating capacity for upcoming sprints and prioritizing User Stories, Tasks along with the Product Owner and Scrum Team.Educate team in raising JIRA artifacts like sub-tasks, risks, defects.Leverage different dashboards to keep the team focused on achieving Sprint Goals, Objectives.Represent my… Show more Orchestrating a 5 member scrum team with main focus on new client onboardings.Facilitate & Conduct Sprint Planning, Daily Standups, Sprint Review, Sprint Retrospective ceremonies.Calculating capacity for upcoming sprints and prioritizing User Stories, Tasks along with the Product Owner and Scrum Team.Educate team in raising JIRA artifacts like sub-tasks, risks, defects.Leverage different dashboards to keep the team focused on achieving Sprint Goals, Objectives.Represent my scrum team in other meetings for dependencies, risk, overall progress.Arrange additional alignment calls with vendors, different teams to remove impediments with guidance of PO. Educate the team on Data Quality issues as per the maintenance dashboard. Conducting 1:1 meetings with scrum team members in order to understand personal impediments, motivate them, building trust, transparency and gathering their feedback. Show less

Nagpur, Maharashtra, India

Client communication management, issue analysis, and resolution deliveryOn-boarded and trained over 30 new employees for issue analysis and resolution deliveryConducted Quality Control (QC) to optimise the process and conducted weekly knowledge transfer sessions Created and managed SOPs, Knowledge bases, GAP documents and escalation workflows for the process Managed all payment gateway related queries, outages and critical communicationsTriaged and solved numerous tickets to… Show more Client communication management, issue analysis, and resolution deliveryOn-boarded and trained over 30 new employees for issue analysis and resolution deliveryConducted Quality Control (QC) to optimise the process and conducted weekly knowledge transfer sessions Created and managed SOPs, Knowledge bases, GAP documents and escalation workflows for the process Managed all payment gateway related queries, outages and critical communicationsTriaged and solved numerous tickets to prevent SLA breaches Monitored SLAs, Ticket Sanity, Call Quality, FCRs, and AHTs using various tools to deliver better resultsBuilt rapport with multiple internal teams for faster resolution Took major part in drawing JDs, conducting Placement Drives and Interviews Show less