Latha Sudhir Pmp® Csm® Email & Phone Number

Australia

Sydney, New South Wales, Australia

Results-driven Project Manager experienced in leading technology-based projects on behalf of clients, ensuring successful delivery within budget and time constraints. Proficient in defining project scope, goals, and deliverables, and implementing rigorous project management and control disciplines. Adept at facilitating Agile ceremonies, mitigating project risks, and ensuring transparency in reporting and communications. • Successfully delivered a mobile App (Apple & Android) based on Blockchain platform to resolve the supply chain reputation and Product Integrity for a Government customer. Achieved a Net Promoter Score (NPS) of 10 in Phase 1 and secured the signing of the second phase.• Achieved 10% increase in productivity and forecast cost savings of $2.1M for a Pet Food manufacturer who had challenges with frequent unplanned stops in their pack line by collaborating with the client and a cross-functional team. Facilitated Design thinking working workshop to identify potential root causes and a Minimum Viable Product (MVP). Piloted and solution and successfully implemented it. • Led a project to support families to find the right ageing care and support. Due to the complexity of the age care industry, preparing age care is time-consuming and expensive and the solution makes the transition easier. The successful delivery of MVP, resulted in a new signing of Version 2.0, and the customer became a reference customer.• Delivered a complex multi-million-dollar voice orchestration project with a 95% client satisfaction rating, leading to repeat business opportunities. The challenge was no easy and safe way to interconnect voice-based services at scale, and the solution was to create an Intelligent Platform (IVP) which provided a portal for easy cloud migration. Successful delivery of this high-profile project with a cross-functional team resulted in the project being nominated for the IBM Excellence Award.

Sydney

Accomplished Critical Escalations Manager adept at managing and resolving critical technical situations promptly, leading end-to-end technical projects, effectively communicating with diverse stakeholders, and leading teams in successfully managing critical escalations to drive increased customer retention and significant revenue impact. Achievements: • Managed and resolved critical technical situations promptly, ensuring high customer satisfaction, increased loyalty, and revenue impact.• Identified root causes of complex technical problems and provided effective solutions, ensuring customer satisfaction and retention.• Led multiple technical projects' on-time and within-budget delivery, enhancing customer satisfaction and driving repeat business.• Developed and implemented communication strategies for technical issues, improving customer experience and satisfaction.• Led teams in managing critical escalations, resulting in significant revenue impact and improved customer retention.

Sydney, New South Wales, Australia

Provide exceptional technical support, effectively communicate technical issues to diverse audiences, and manage technical support content to enhance user experience and drive customer satisfaction. Achievements: • Provided exceptional technical support, driving high customer satisfaction and loyalty.• Implemented a new troubleshooting process, reducing resolution times and improving customer experience.• Resolved critical technical issues for key customers, resulting in high retention and new upsell opportunities.• Led a team of technical support specialists, implementing a successful training program to improve performance and resolution rates.

Sydney, New South Wales, Australia