Led a customer engagement solution development project focused on enabling process automation and integrating digital solutions. Responsible for the timely delivery of solution development and process improvement projects across multiple workstreams, with a primary focus on UX/UI design to enhance the quality of service provided by customer service agents.

Unitel application projectResponsibilities and Achievements:Led Cross-Functional Team: Directed a multidisciplinary team of 5 professionals, including UI/UX designers, developers, and QA specialists, from project inception to delivery.Defined Project Scope and Objectives: Collaborated with stakeholders to define the project scope, establish clear objectives, and create a roadmap that aligned with business goals and customer needs.Managed Project Lifecycle: Successfully managed all phases of the software development lifecycle (SDLC), including requirements gathering, design, development, testing, and deployment.Risk Management: Proactively identified and mitigated potential risks, such as scope creep and resource allocation issues, ensuring project stability and stakeholder satisfaction.Stakeholder Communication: Maintained clear and consistent communication with stakeholders, providing regular project updates and ensuring alignment with business objectives.Quality Assurance: Worked closely with QA teams to establish rigorous testing protocols, leading to a 98% reduction in post-launch defects.Post-Launch Success: Post-launch, the application achieved a [95% customer satisfaction rate, 1.5M+ downloads within the 6 months, a 115% increase in user engagement.