● End-to-end management of the Canada Digital Transformation program. ● Performed SWOT analysis in the As-Is/To-be business process which led to an increase in 40% sales of movie ticket booking.● Conducted stakeholders meetings, aligning on current program status and pipeline programs.● Led cross-functional teams to successfully plan, execute, and close complex projects, ensuring all project objectives were achieved on time and within budget.● Utilized Agile principles to respond to changing requirements, managing risks, and implementing adaptive solutions to project challenges, ensuring successful project delivery in dynamic environments.● Collaborated with multiple public stakeholders including vendors and suppliers, ensuring seamless coordination and communication for successful project execution.● Created a business efficient process to integrate Sales-force into the existing ticket system, social media, and team management.● Authored project charters for various projects within the program, outlining project objectives, scope, deliverable, and timelines.● Ensuring documentation is maintained throughout the length of the project.

●Gathered requirements, defined scopes, allocated resources and established schedules that meet or exceed project demands.●Responsible for efforts estimation, scheduling and risk management, involving maintaining IRRs(Issue Risk Registers).●Managed knowledge transfer for all groups and executed operational readiness review within agreed timeline. Successfully transitioned around 400+ plus roles in various accounts.●Closely collaborated with project members to identify and quickly address challenges.●Prepared organization chart, escalation matrix, knowledge process for knowledge transfer team to broadcast final communication to all employees in the organization.●Upon completion of handover activities ensure delivery acceptance is signed off that will be used for audit purposes.●Created monthly knowledge transfer dashboards for product line managers to discuss plan of action, support required, knowledge transfer status, and mitigation plan.●Trained new team members by taking them through the knowledge transfer process and tools.●Scheduled and conducted knowledge transfer process overview and knowledge transfer tool demo sessions via face to face sessions or web conference with stakeholders to educate them about the process.●Understanding of ITIL v3 to support project knowledge transfers.Partnered with business teams to understand needs and mitigate potential problems.Periodically analyzed customer needs and satisfaction levels through surveys.Presented weekly reports, project dashboards, and governance calls providing updates.Knowledge Management●Managed, tracked and monitored multiple knowledge transfers end to end.●Worked with resource managers and product lines to identify which positions require knowledge transfer.●Partnered with business teams to understand needs and mitigate potential problems.●Presented weekly reports,project dashboard, and attended governance calls providing updates.

●Achieved high satisfaction rating through proactive one-call resolutions of customer issues.●Attended phones to support customer requests.●Handling level 2 escalations for different teams.●Created friday fun program to the teams to effectively improve performance. ●Facilitated range of HR administrative processes to support employee life-cycle.●Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.●Inputted, updated and reconciled HR data to keep information current and accurate.●Collected customer feedback and made process changes to exceed customer satisfaction goals.●Improved process to reduce the minimal wait times for the customer calls. ●Investigated and resolved customer inquiries and complaints quickly.●Resolved over 45-50 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.

●Supported the assigned applications and associated business units by analyzing and resolving issues, implementing enhancements, performing upgrades, and testing releases.●Managed incident tickets, escalations and application updates.●Documented software changes, setup procedures, configuration instructions, process flows, and developed user guides.●Tracked and Managed releases, upgrades, and break fixes.●Prioritized, scheduled and implemented enhancements.