Mrunmai Bhosale(Certified Scrum Master) Email & Phone Number

Pune, Maharashtra, India

Hyderabad, Telangana, India

- Led team expansion: Increased team from 15 to 30 members in 4 months, including 3 SMEs and 1 QA professional.- Project management: Managed multiple projects across diverse sectors including banking, retail, e-commerce, and edtech.- Revenue generation: Developed and implemented 11 sub-processes/queues, generating high revenue over a year.- Operational efficiency: Enhanced efficiency through project coordination and management of deliverables.- Client management: Handled client relationships, onboarding, implementation, performance management, and communication.- SLA optimization: Reduced SLA load from 23% to 100% through process optimization and Power BI dashboards.- Quality assurance: Ran quality assurance practices including test case/script preparation and regression testing.- Agile leadership: Coached teams on Agile/Scrum practices, conducted Scrum ceremonies, and facilitated sprint retrospectives.- Stakeholder communication: Provided project updates, milestones, and risks to stakeholders at all levels.- Risk management: Identified risks, developed mitigation strategies, and proactively addressed issues to minimize disruptions.- Budget management: Managed project budgets, tracked expenses, and optimized resource utilization.- Problem-solving: Resolved project-related issues and implemented solutions to keep projects on track.- Documentation and reporting: Maintained accurate project documentation and conducted post-project reviews.- Scrum Master leadership: Served as Scrum Master, ensuring adherence to Agile principles and practices.- Administrative duties: Conducted administrative tasks such as setting up meetings and drafting invoices.- Project planning: Developed project plans including scope, timelines, resource allocation, and budgeting.

Pune, Maharashtra, India

- Team Management: Led a 17-member team, handling recruitment, training, and performance management. Provided ongoing feedback, coaching, and mentorship for professional development.- Project Coordination: Planned, executed, and delivered projects, ensuring adherence to timelines and quality standards. Collaborated with stakeholders to define objectives and monitored progress, mitigating risks.- Communication: Served as a liaison between team and upper management, facilitating transparent communication. Encouraged collaboration and teamwork within a collaborative environment.- Problem Solving: Addressed conflicts promptly, making informed decisions based on data analysis and stakeholder input. Implemented process improvements to enhance team efficiency.- Performance Monitoring: Established KPIs to evaluate team performance, presenting comprehensive reports on accomplishments and areas for improvement.- Quality Assurance: Ensured compliance with company policies and regulatory requirements, maintaining quality standards throughout project delivery.- Leadership: Led by example, inspiring team members to achieve their potential and fostering a positive, inclusive culture that values diversity and innovation.

Vadodara, Gujarat, India

Key Responsibilities Included:• Average Handling Time (AHT): Measuring the average time taken by team members to handle customer calls, including talk time and after-call work. Lower AHT indicates quicker issue resolution and improved efficiency.• First Call Resolution (FCR): Tracking the percentage of customer issues resolved during the initial call without requiring follow-up. Higher FCR reflects effective problem-solving skills and reduces customer frustration.• Service Level Agreement (SLA) Compliance: Evaluating the team's ability to meet predefined response time targets, ensuring prompt customer assistance and adherence to service level commitments.• Customer Satisfaction (CSAT): Gauging customer satisfaction levels through post-call surveys or feedback mechanisms. Higher CSAT scores indicate better service quality and positive customer experiences.• Agent Utilization: Measuring the percentage of time agents spend actively handling calls or engaged in productive tasks versus idle time. Optimizing agent utilization ensures efficient resource allocation and maximizes productivity.• Quality Assurance (QA) Score: Assessing the quality of interactions based on predefined criteria such as adherence to scripts, professionalism, and resolution accuracy. Higher QA scores indicate consistent service delivery and adherence to standards.• Team Performance Metrics: Tracking overall team performance indicators such as call volume, abandonment rate, and queue times to identify trends, allocate resources effectively, and optimize workflow processes.• Employee Engagement and Development: Monitoring team morale, motivation levels, and professional growth through metrics like employee satisfaction surveys, training completion rates, and career progression within the organization.

Pune, Maharashtra, India

• As a Senior Subject Matter Experts (SMEs) in EdTech I was responsible for developing high-quality educational content, aligning it with curriculum standards, and integrating technology effectively into teaching and learning.• Their key performance indicators (KPIs) include content quality, user engagement, technology adoption, and curriculum alignment, while their key result areas (KRAs) encompass content development, pedagogical innovation, collaboration, continuous improvement, and thought leadership.

Mba, Human Resources Management And Services

Bachelor'S Degree, Environmental Science