Oporto 1. Efficiently Managed Orders and Queries: Handled customer orders, addressed inquiries about menu items, and provided recommendations, ensuring a seamless dining experience.2. Resolved Customer Concerns: Acted as the first point of contact for resolving complaints, ensuring prompt and satisfactory resolutions while maintaining a positive and professional demeanor.3. Enhanced Customer Experience: Maintained a welcoming environment, engaged with customers to understand their preferences, and consistently delivered personalized service.

Worked with Customer experience Support, & the Business Intelligence team to develop an automated scorecard which is hosted in PowerBI, and all frontline staff have access to. Move monthly scorecard reporting from a manual excel document to an automated Power BI report.1. Understand and manage data.2. Stakeholder engagement with different departments of the organisation.3. Worked on Power Bi, Microsoft excel, Microsoft world for Data Collection & Data Visualization. 4. Plan time and manage project from beginning to end.

1. Requirement Elicitation and Analysis: Facilitated requirements-gathering sessions with stakeholders, including patent attorneys, paralegals, and technical staff, to identify process inefficiencies in patent lifecycle management, using techniques like stakeholder interviews, document analysis, and process mapping.2. Process Modeling and Workflow Optimization: Developed and documented "As-Is" and "To-Be" process models using BPMN (Business Process Model and Notation), identifying key areas for improvement in patent proofreading, docketing, and case tracking workflows.Tool Utilization and Data Analysis: Leveraged tools such as JIRA, Confluence, and MS Visio to manage project backlogs, create user stories, and maintain detailed documentation of patent filing and docketing processes. Used Excel for data analysis and tracking KPIs related to compliance and filing accuracy.3. Automation and System Enhancements: Partnered with IT teams to implement automation solutions for repetitive tasks, such as docketing and correspondence tracking, using RPA (Robotic Process Automation) technologies, resulting in a 20% reduction in manual errors.4. Stakeholder Management and Communication: Acted as the primary liaison between legal teams and technical developers to translate business needs into functional and technical requirements, ensuring alignment with regulatory compliance and operational goals.5. Quality Assurance and UAT: Designed and executed test cases for system updates related to patent management software, collaborating with QA teams to ensure smooth user acceptance testing (UAT) and adherence to legal and technical standards.6. Reporting and Insights: Developed custom dashboards in Power BI to provide real-time insights into docketing deadlines, compliance metrics, and process efficiency, enabling informed decision-making for senior management.