● Spearheaded customer service automation projects through chatbot implementation across a range of industries, including E-commerce, Banking customer service, retail marketing automation, ed-tech, and healthcare.● Displayed adeptness in closely overseeing entire projects, maintaining a remarkable 95% accuracy in meeting deadlines through adherence to Agile Principles.● Maintained meticulous project documentation, ensuring clarity and accessibility of project details throughout the development lifecycle.● Conducted daily scrum calls to facilitate communication and collaboration among project team members, fostering agile project management practices.● Business Requirements gathering, Consulting, Process Mapping, Process Engineering, Risk and Impact, Assessment/Gap Analysis, and Solution architecture.● Designing the test cases and acceptance criteria● Successfully delivered a total of 24 small-scale projects and 8 enterprise-level projects, showcasing a track record of effective project execution and delivery across various industries.● Collaborated with cross-functional teams spanning various time zones to address project challenges and proactively mitigate risks.● Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.● Managed team performance by implementing measurable metrics to track the delivery of supporting requirement artifacts.● Reported regularly to stakeholders on project progress and technical problems.● Conducting workshops/training during and post the implementation.● Performed Root Cause Analysis (RCA) while handling the escalation.● Change Request Management● Team management, Performance (KPI) management, and Process Improvement Training.

● Delivered 2 successful Agile projects Collection engagement automation & Learning Management system (LMS) implementation● Scrum calls, Status Reports, Sprint review dashboards● Demonstrated leadership skills in managing projects from concept to completion.● Identified plans and resources required to meet project goals and objectives.● Achieved project deadlines by coordinating with vendors to manage performance.● Planned, designed, and scheduled phases for large projects.● Developed and initiated projects, managed costs, and monitored performance.● Prepared and submitted project invoices for review and approval.● Coordinated with stakeholders to resolve project conflicts and mitigate risks.● Tracked project and team member performance closely to quickly intervene in mistakes or delays.● Performed Value stream mapping to identify areas of improvement.● Implementation of agile methodologies for efficient project delivery.● Developed complex dashboards and reporting tools to track business performance metrics.● Team management, Performance management, and Process Improvement Training.

● 3 Projects delivered 2 Agile Projects and 1 Traditional Project● Evaluated the impact of process change on the overall operation and determined return on investment.● Business Requirements gathering, Consulting, Process Mapping, Process Engineering, Risk and Impact, Assessment/Gap Analysis.● Gathered and analyzed large amounts of data to determine improvement projections.● Improved efficiency and effectiveness of performance and management of processes across departments.● Created and managed project plans, timelines, and budgets.● Met project deadlines without sacrificing build quality or workplace safety.● Negotiated and managed vendor contracts related to project deliverables.● Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.● Coordinated with stakeholders to resolve project issues and mitigate risks.● Verified quality of deliverables and conformance to specifications before submitting to clients.● Reported regularly to managers on project budget, progress, and technical problems.

● LMS Project delivered by following Agile principles● 1 Customer service automation project.● Trained and mentored 250 new staff on the newly developed LMS modules.

o Business Migrationo Proficient in creating essential project documentation, including System Design Documents (SDD), Software Requirements Specifications (SRS), Business Related Documents (BRD) and Gantt Charts, contributing to streamlined project planning and execution.o Cost Analysis and Vendor Managemento Based on Market research and analysis conducted Thought Leadershipo Research and recommend a complement of internal and external learning programs that align with the business objectives and employee needso Project Management – Building Capacity for Ramp Up, Supporting Business Transformation, Streamlining Training & Quality Function and setting Standards