Rupesh Thapa Email & Phone Number

Toronto, On, Ca

• Prepared and maintained standard operating procedures, risk registers, change logs, issue logs, and other project management documents to continuously deliver operational excellence. • Prepared training materials including business rules and AI tools where applicable. • Designed and delivered multiple use-case trainings to our data specialists to meet the client’s desired accuracy and throughput.• Prepared Project Feasibility Report to evaluate whether the new use case from the prospect fits with the company’s market offerings. • Acted as a liaison between inter-departments to ensure project success.• Created Project SLAs, project health report, and met project deadlines to ensure client satisfaction.• Owned the financials of the project by managing the monthly billing process and providing monthlyprojections for each project.• Monitored project health(finance, volume/accuracy, pod coordination, client and worker satisfaction).• Designed and delivered training for the cloud team, prepared training materials includingbusiness rules documents where applicable.• Ensured compensation of productivity in case of deficit due to different reasons such as workerperformance, technical issues etc.• Ensured team's smooth project operation in absence of team leads.• Scheduled project hours and managed leave requests.• Maintained time tracking: archived old tasks on harvest and created new task for month.• Cross-departmental communication with CloudFactory core team members from different delivery hubs of Nepal along with team members from UK, Kenya, and USA.

• Compiled a daily list of sales leads, delegated leads to the loan processing department, and provided sales data and guides to the sales department.• Managed customer accounts, followed up with customers for administrative purposes, and provided troubleshooting assistance for orders, account statuses, and other problems.• Handled customer grievances & maintained strong client relations.• Cross trained new employees on lead generation and CRM software.• Provided exceptional service and support to clients, ensuring their satisfaction and building strong, long-lasting relationships.

• Designed and developed technical solutions to a pre-defined requirement and developed components including extensions, views, customizations, modifications, reports, and workflows under the mentorship and guidance of Senior Apex Developer. • Documented supporting policies, processes and procedures.• Worked on migration, production and support of various modules in Oracle Applications with major focus in Accounts Receivable (AR). • Assisted senior developers in data conversion, data migration, report generation and developing Interfaces within several modules in Oracle Applications.• Responsible for ensuring the client's Oracle portfolio of applications were designed to meet evolving business requirements and meet coding and application standards for reliability, scalability, availability, and usability.

• Provided solutions to problems and complaints from students and customers regarding the quality of their library’s technological systems, including both software and hardware after consultation. • First point of contact for all remote and on -site base level IT support to students, faculty, and staff at the University’s Library. • Responded to telephone calls from customer support lines, generating troubled tickets on Cherwell, and collaborating with campus-based and central IT staff to coordinate second and third level technical support at the Library.• Identified, researched, and resolved technical problems including documenting and monitoring problems in Cherwell Ticketing System to ensure satisfactory and timely resolution. • Maintained, diagnosed and resolved end user inquiries and service requests related to the use of desktop, laptop, printers, operating systems, and related IT software.

Master Of Science - Ms, Project Management, 3.877

Bachelor Of Science - Bs, Computer Information Systems, 3.2

Activities and Societies: · President’s Student Commission Scholarship, August 2018 - May 2019 · Inclusivity Affairs Chair, BSUSA Student.