• Supporting client by providing great customer experience by managing multiple queries and resolving them in a very efficient and timely manner.• I mentor my team of 20 people and provide them all the resources necessary to perform their tasks efficiently and help them with critical-cases.• My daily tasks involve keeping my team motivated to work and conducting Minutes of meeting on weekly basis to understand their challenges and help mitigate them to the best of my knowledge. • Also, perform team evaluations from time to time by keeping a track of their KPI’s like AHT(Average Handle time), QS(Quality score), RONA(Roll over to next agent), POR(Percentage of reschedule), POT(Percentage of transfer).• My background in team building and problem resolution will contribute to a positive work culture and unsurpassed customer service

• Conducted requirement elicitation and Joint Application Development (JAD) sessions with stakeholders.• Ensured that stakeholders adopt processes to enhance workflows and quantifies business impacts for management reporting.• Created process flow and business rules and translated business requirements into technical solutions using UML diagrams such as Use Case, Activity and Sequence diagrams.• Created and maintained project artifacts such as Business Requirements Document (BRD), data flow diagrams, process flow diagrams, screen prototypes, wireframes (screen mockups), and user-interface designs.• Worked with the Product Owner to convert Business requirements into Epics and User Stories.• Facilitated sprint ceremonies and conducted periodic product review meetings with the clients.• Maintained documents for change request and implemented procedures for testing changes.• Maintained Requirement Traceability Matrix (RTM) in collaboration with the QA Team.• Provided implementation support and training to end-users.• Liaised between the client and the technical development team.

• Managed the Electrical, IT and EHS (Environment, Health & Safety) purchase departments of the TOTO plant using SAP for procurement of materials• As a purchase officer my responsibilities included monitoring the project progress in terms of timeline and budget, reporting risks and assisting in implementation of updates and changes in the planning and scheduling systems to stay updated • Consistently involved in the task of negotiation of the major consumable items to upgrade company's value• Communicating project progress/status and minutes of meeting to project Manager by monthly and weekly progress reports and managing and tracking multiple projects simultaneously• Participated in project review meetings for evaluating project scope, tracked, and analyzed project performance, cost and schedule control and report to project manager on the changes • Active contributor to analyze the work flow as an internal auditor in the company and followed the work according to ISO International organization standards ISO:9001-2019.• Apart from generating Purchase orders and tracking the material status, participated to learn the Import of material, and also handled some of the shipments.

• Handled the purchase and the store department of the company, improvised the work-flow of the company by setting up the 95% of the orders through ERP software which saved over-all manpower and time. • Reduced rework by 15% by developing checklists to ensure store deliverable’s compliance with the new purchase requests. • Demonstrated execution and leadership skills by delivering in strict deadlines, saving over all 10% time and achieving profit of INR 10,00,000/ quarter while working with cross cultural colleagues across the globe.