Led Agile ceremonies (Sprint Planning, Daily Stand-Ups, Sprint Reviews, and Retrospectives) within a SAFe Agile framework, fostering team collaboration and continuous improvement.Oversaw project goals, performance metrics, and sprint progress using Jira and Confluence, ensuring alignment with key business objectives.Managed the OEM Integration Modernization Project, facilitating seamless Data Transformation between Dealer Management Systems (DMS) and Original Equipment Manufacturer (OEM) systems.Leveraged SAFe Agile practices to synchronize cross-functional teams and stakeholders, driving projects to completion on time and within scope.Balanced multi-role responsibilities as a Scrum Master, Business Analyst, and Program Manager, delivering high customer satisfaction while meeting internal team objectives.Implemented and monitored project metrics, continuously optimizing team efficiency and project effectiveness through data-driven decision-making.

Led a seamless data migration to Salesforce, ensuring data accuracy and integrity throughout the process while managing the entire transition from legacy systems.Expertly managed end-to-end change requests within an Agile environment, balancing competing priorities, meeting project timelines, and minimizing operational disruptions.Served as the primary liaison between stakeholders and project teams, facilitating clear communication channels and aligning project goals with stakeholder expectations for successful outcomes.Spearheaded Salesforce CPQ contract management, implementing efficient quoting and pricing solutions while ensuring compliance and streamlining contract processes using CLM principles.Produced detailed project documentation, including FRD, SRS, and Process Flow Diagrams (PFD), to guide project execution and provide clarity to both technical teams and stakeholders.Oversaw Agile Scrum ceremonies, utilizing Scrum boards to track progress, manage sprints, and drive cross-functional team collaboration to ensure timely project delivery and continuous improvement.

As a Scrum Master and Business Analyst, I oversaw client onboarding, conducted audits, facilitated quality reviews, and gathered feedback to ensure client satisfaction. I fostered strong client and stakeholder relationships while aligning business needs with project execution.Led Agile ceremonies, including sprint planning, daily stand-ups, reviews, and retrospectives, driving continuous improvement and seamless sprint cycles.Managed task progress using Scrum boards, ensuring timely project delivery and efficient team collaboration.Fostered a collaborative, self-organizing team environment, enhancing communication and knowledge sharing.Removed impediments to keep the team focused on sprint goals, improving productivity.Managed stakeholder expectations, providing clear updates on progress and delivery timelines.Gathered and documented business requirements via Functional Requirement Documents (FRDs) and Business Requirement Documents (BRDs).Leveraged Salesforce CPQ and CLM to streamline contract management and ensure compliance.Led User Acceptance Testing (UAT) and system testing, collaborating with QA to resolve issues and meet business needs.Coordinated two Robotic Process Automation (RPA) projects, overseeing meetings, tracking progress, and ensuring successful implementation.Conducted root cause analysis for KPI failures, identifying gaps and implementing corrective measures to improve efficiency.Drove process improvements, reducing costs, decreasing turnaround time (TAT), and enhancing service delivery.Trained and onboarded nine FTEs for complex processes, demonstrating strong leadership.Conducted 1-2-1 sessions, set team goals, and led appraisals, fostering a high-performing team.Collaborated with onshore teams to implement workflow forecasting, scheduling, and policy changes, ensuring smooth onboarding and skill development.

Managed diverse responsibilities in customer support, order management, and operational tasks within a fast-paced telecommunications environment, ensuring smooth day-to-day operations.Delivered exceptional customer service by addressing inquiries, resolving issues, and maintaining customer satisfaction while adhering to company policies and service standards.Facilitated order processing and tracking, ensuring accurate and timely order fulfillment through coordination with cross-functional teams such as sales, technical support, and logistics.Demonstrated adaptability by managing multiple tasks, prioritizing effectively, and continuously enhancing skills through participation in training sessions and workshops.