As a Scrum Master: •Facilitated Agile Processes: Led daily stand-ups, sprint planning, retrospectives, and sprint reviews, ensuring smooth execution of Scrum ceremonies and maintaining team focus on sprint goals.•Removed Impediments: Actively identified and resolved roadblocks, enabling teams to maintain high velocity and meet deadlines, improving sprint delivery efficiency by 15%.•Promoted Agile Practices: Supported the transition to Agile methodologies, fostering collaboration between cross-functional teams and helping to embed Agile best practices across departments.•Stakeholder Communication: Primary point of contact for stakeholders, ensuring transparency and aligning project goals and deliverables with business expectations.As a Business Analyst: •Business Requirements Gathering: Collaborated with stakeholders to elicit, document, and prioritize business requirements, ensuring alignment with project goals and customer needs.•User Acceptance Testing (UAT): Led UAT for critical system updates such as the Building Practitioner Online Register and data migration to Salesforce, ensuring user needs were met and defects were minimized.•Process Optimization: Analyzed and streamlined business processes, and implemented changes that led to a 20% reduction in processing time for registration and licensing.•Data Analysis & Reporting: Managed and updated key reports on registration and licensing data ensuring accurate and timely reporting to support decision-making.Key Achievements:•Agile Process Improvement: Facilitated the adoption of Scrum, resulting in a 15% increase in sprint goal achievement and a 10% improvement in team velocity by removing process bottlenecks.•CRM to Salesforce Data Migration: Conducted testing and analysis of the CRM-to-Salesforce data migration, which resulted in a 35% increase in efficiency across the business

•Liaised with registered building surveyors in lodging building permit applications, amendments, monthly prescribed event reports, and managing levy payment cases/requests logged by building surveyors via VBA’s online BAMS (Building activity management system) to monitor Building permits on Salesforce.•Actively monitored and evaluated around 500+ cases and demonstrated resilience in following up ‘on hold cases.’ By providing appropriate information, I successfully closed 95% of cases within the stipulated timeline, reducing average case resolution time by 20%.•Investigated compliance issues, reported findings, and took appropriate action to correct discrepancies. This ensured monthly data submissions were completed and prepared per the Building Act and regulations.•Resolved inquiries providing advice, information, and assistance to work collaboratively with internal and external stakeholders to enhance VBA’s profile through exceptional service delivery.•Facilitated the transfer of functions and termination of appointment requests while sharing knowledge and guidelines across internal forums and business units.

•Handled approximately 50-60 inbound delivery support calls on average, assisting with booking passport/TFN appointments, tracking lost or damaged parcels, and addressing general post office inquiries. •Resolved customer queries quickly and accurately and communicated progress or outcome of issues to customers.•Updated call logs and recorded all customer communications in the Salesforce CRM system to identify trends in customer calls and notify the team leader. •Achieved the target of Net Promoter Score-100% and the First Call Resolution Score-100%.•Successfully handled a large number of incoming calls in a fast-paced customer contact center with resilience and patience. I consistently maintained an average handling time of 5 minutes, meeting the team’s target of 5.5 minutes, and maintained a not-ready percentage of 4%, significantly below the team's target of 10%.

•Collaborated with the Immigration Department on visa-related inquiries and fostered positive relationships to enhance client satisfaction.•Applied for skill assessment with relevant organizations like TRA, ACWA, ACS, etc.•Provided counseling to students for college admissions and accomplished enrollment of 300 international students in prestigious colleges.•Improved company visibility in the immigration sector by successfully securing 250 student visas under the guidance of a registered migration agent.•Promoted the company and increased sales by coordinating and attending trade shows. Generated 350 sales leads that secured $2,00,000 in revenue.

•Handled a team of more than 40 people working at the checkouts and maintaining the roster and timetable of all the Customer Service staff.•Ensured smooth functioning of every checkout by carrying out adequate opening and closing procedures confining as per the legal requirements.•Dealt with customer grievances & ensured that customers were satisfied with the overall shopping experience resulting in increased footfall in a complex, dynamic, and challenging retail environment.•Pursued Options program, designed for aspiring managers, achieving a solid foundation for leadership in managerial development.•Coordinated and conducted “Fun at Work Activities” to engage employees apart from their hectic work schedule boosting job satisfaction and task performance by 80%.

• Tracking of the Operational Overheads (OPEX) with a strategic focus on minimizing total costs, achieving a 15% reduction in expenses within a year, and enhancing financial efficiency.• Updating & maintaining MIS systems across Northern geographies based on information received from various sources like Fresh, Hypermarket, and Reliance Town Center etc.• Acting as a Liaison between the Head, Commercial Dept. and the team to resolve critical issues.• Analyzing & Tracking reports to assist the department in Decision Making.• Assisting in coordination of recruitment activities for the Commercial Department.