Mayuresh Shukla Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Project Manager:• Creating strategic project plans and roadmap for the end-to-end implementation of the Salesforce Service Cloud project for the contact centre.• Establishing governance frameworks for Agile Project Delivery.• Leading Agile ceremonies: daily standups, sprint planning, sprint reviews, showcases and retrospectives.• Managing risk and issue and creating mitigation strategies to enhance project outcomes.• Monitoring project budgets to ensure financial targets are being met.• Optimizing project resources, processes, tools, and technology to improve efficiency.• Leading reporting cadences and providing timely reports for status updates, steer co,account meetings, and other stakeholder communications.• Collaborating with stakeholders and creating SIT and UAT plans for Service Cloud workflowsand CTI integration to ensure functional and technical requirements are met.• Maintaining comprehensive project documentation, including project plans, RAIDs, decisionregister and change register.• Ensuring smooth adoption of Service Cloud within the organization, by creating changemanagement, support and training plans.Business Analyst:• Facilitating discovery workshops with the stakeholders to map workflows, processes, and gather SMART requirements for Service Cloud Implementation.• Leading business process modelling workshops to design and implement improved processes.• Conducting discovery workshops with the stakeholders to map workflows, processes, and gather SMART requirements for Service Cloud Implementation.• Coaching the team members and other stakeholders on Agile ways of working and best practices.• Ensuring smooth adoption of Service Cloud within the organization, by creating change management, support and training plans.

Melbourne, Victoria, Australia

Project Manager:• Developed strategic plans for project planning, roadmapping, resource allocation to optimize project delivery.• Managed risk and issue and created mitigation strategies to enhance project outcomes.• Led Agile ceremonies: daily standups, sprint planning, sprint reviews, showcases andretrospectives.• Established governance frameworks for Agile and waterfall project delivery.• Oversaw multiple work streams using Scaled Agile methodologies.• Created and tracked project delivery schedules.• Collaborated with senior management for financial forecasting.• Led reporting cadences and provided timely reports for status updates, steer co, accountmeetings, and other stakeholder communications.• Led and facilitated sessions to develop test plans, test strategies, SIT, and UAT executions.• Led platform releases and deployments of data platforms.• Supported pre-sales activities, including SoW creation, tender management, and vendormanagement.• Monitored project budgets to ensure financial targets were met.• Promoted continuous improvement through regular retrospectives.• Cultivated stakeholder relationships to ensure business readiness and successful change initiatives.Business Analyst: • Conducted discovery workshops to gather comprehensive SMART business requirements.• Converted business requirements into SMART epics, features, and user stories and created acceptance criteria for the stories.• Created frameworks for capturing use-cases, process flows, and end-to-end requirements traceability.• Led business process modelling workshops to design and implement improved processes.• Performed data mapping in major data migration projects.• Created end-to-end roadmap for the implementation of Salesforce sales cloud to streamlinesales pipeline internally within the organisation.• Mapped the processes in the current sales pipeline to identify bottlenecks and created newprocesses to improve efficiency.

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

• Led the end-to-end implementation of IoT sensors in 4 commercial towers in VIC and NSW.• Created the roadmap and led end-to-end delivery of managed services providerprocurement initiative.• Created RFQ documents and evaluation matrices for selection of new vendors and led thevendor selection process.• Created tender responses, client briefs and pricing documents for pitching the services tonew clients.• Gathered, analysed, and documented stakeholders’ requirements to understand thebusiness problem.• Converted business requirements into SMART epics, features, and user stories and createdacceptance criteria for the stories.• Performed gap analysis to define current state and future state of the processes.• Created high quality artefacts for project delivery.• Setup the risk and governance framework for the projects.• Led the reporting meetings with the client to convey project progress and managed clientexpectations.• Led and facilitated scrum events such as standup, sprint planning, backlog refinement,sprint review, and sprint retros.• Led business teams through change management and Agile methodology implementation.• Promoted open communication and transparency within the team• Led the workshops with the client to identify new opportunities.

Victoria, Australia

• Leading and delivering weekly tutorials on IT Strategy and Governance to masters-level students.• Providing unit related consultation to the students and resolving their queries.• Mentoring students through office hours and one-on-one communication.• Assessing assignments, proctoring tests, and providing grades according to university standards.• Participating in content development for tutorials.

Melbourne, Australia

Team Leader:• Assisted in hiring and onboarding of 300 new staff to support COVID-19 influxof call volumes.• Responsible for developing, coaching and mentoring a team of customerservices reps.• Establishing and monitoring standards of work and adherence to policies.• Providing coaching to ensure call quality is maintained.• Evaluating performance and providing feedback to the customer service reps. o Handling customer escalations and providing resolution on First CallResolution basis.Technical Analyst:• Creating dashboards on Purecloud app for monitoring call volumes.• Developing visualizations on MS PowerBI for management reporting.• Escalating tickets for the resolution associated with Client Platforms (ColesOnline).• Mapping AS-IS, TO-BE business processes for Client Systems.• Assisting project team in scoping, implementing and managing new projects. • Providing induction to new agents on client systems that include Oracle CRM,SAP, IBM Sales Centre and Salesforce.• Providing technical assistance and end to end troubleshooting for agentsassociated with OKTA, 2FA, Citrix, PureCloud, Citrix and QLIK.• Gathering Requirements for development of new technologies for supportingthe Coles Online agents and improving the customer experience. o Assisted in managing BCP during COVID-19 crisis.

Melbourne, Victoria, Australia

Melbourne, Australia

• Analyzing trends and competition for creating reports on MS PowerBI to facilitate management decisions on pricing and promotions.• Conducting gap analysis to uncover digital transformation opportunities. • Onboarding products on e-commerce platforms and integrating the B2CSupply-Chain.• Payment gateway integration i.e PayPal, After-pay, Zip-pay to ease clienttransactions• Creating Users and managing accesses for different stakeholders into the CRM system.• Building dashboards for sales tracking and performance monitoring.• Scripting technical & business documentation.

Melbourne, Australia

• Gathered the requirement from major stakeholders to create a roadmap forthe future technologies of Water Main Repairs.• Performed ETL on the data to be used as input for developing theDashboards for Stakeholders.• Developed Dashboards on QlikView to share insights on Technicalapplicability, Longevity, and Financial viability of the best available Water Main Repair Technologies.

Ahmedabad Area, India

• Handling and execution of Marketing Research projects.• Conducting qualitative & quantitive data collection and analysis. • Assisting in content creation for books pertaining to Branding, Marketing Strategies, Customer Relationship Management and Consumer Behavior.

• Major responsibilities were to interact and maintain relationship with the customers as well as the intermediate dealers. • Increasing the sales volume of the assigned territory by conducting, tracking and monitoring the promotional activities. • Conducting educational & awareness drives for the farmers and liaising with the Government.

Master'S Degree, Master Of Business Information Systems

Activities and Societies: Volunteering: * Monash Graduate Associate Volunteer * Faculty of Information Technology Peer Mentor Societies: *.

Master Of Business Administration (Mba), Marketing

Activities and Societies: * Executive Committee Member of Marketing Club * Student Representative at International Conference on Quality.

Bachelor Of Engineering (B.E.), Mechanical Engineering, 73.2% (1St Division)

Activities and Societies: Felicitated with the 'Star Performer' accolade for consistently high performance in academic and co-curricular.