Led the Corporate Care and Customer Experience team to maintain high customer satisfaction levels through effective problem-solving, training, and retraining of customers on the company's products.Achieved customer service objectives by preparing and implementing strategic plans, improving productivity, and enhancing service quality.Developed and implemented customer service standards by conducting surveys, forming focus groups, and benchmarking best practices, resulting in a 30% increase in customer satisfaction.Collated Monthly Performance Reports (MPR) and quarterly reports using graphical representations to provide insights into customer service trends, resulting in better data-driven decision-making.Prepared a Quality Assurance template to standardize customer interactions, ensuring consistent and high-quality service delivery.

Led product management efforts for TAMS (HRMS), overseeing the entire product lifecycle from concept to launch, ensuring alignment with client needs and market trends.Coordinated quality assurance activities, including testing procedures and issue escalations, improving software reliability by 25%.Managed the testing and feedback process, provided business requirement clarifications to IT teams, and transformed client needs into actionable application designs.Collaborated with developers to revamp the software, utilizing tools like JIRA for issue tracking, Confluence for documentation, Trello for sprint planning, and Asana for task management.Conducted A/B testing and analyzed user feedback to prioritize product features and improvements, resulting in a 20% increase in user engagement and retention.

Successfully led cross-functional teams comprising business development, technical, and customer support teams to onboard new clients, ensuring smooth and efficient project kick-offs.Designed and implemented robust project plans, timelines, and deliverables using tools like JIRA, Asana, and Trello, ensuring all stakeholders were aligned and informed throughout the project lifecycle.Conducted detailed project scoping and defined clear project objectives, working closely with clients to develop Service Level Agreements (SLAs) tailored to their unique requirements.Tracked project progress meticulously, identified potential risks, and developed contingency plans to ensure on-time delivery, resulting in a 95% project success rate.