Ryan Lakra Email & Phone Number

Accountable for successful initiation, planning, design, execution, monitoring, controlling and closure of a project.Regularly interacting with the client/stakeholders and actively involved in client process optimization.Instrumental in setting deadlines, assigning responsibilities and summarizing progress of project.Streamlining the changes to the project scope, project schedule and project costs using appropriate techniques.Stellar at communicating project information to stakeholders as well as creating presentations and review the project reports to client on a monthly/quarterly basis.Pivotal at mapping budget on a quarterly/monthly basis based regarding previous quarters data & maintain future cost.Organizing project review meetings with customer.Determining the risk both formally and informally throughout project lifetime by the stakeholder and the concerned team.Being point of contact for mid management level escalation and to resolve issues to provide solutions to team members as well as clients.Handling and working with team of 5 Associate Project Managers and 1 Project Manager who reports to me.Set up and review quarterly/annually goals and objectives.Continues performance monitoring with the help of weekly 1-2-1’s with team member as well as with counter parts from US.Roll out company as well as higher management communication.Utilization: Closely monitor utilization of all team members to look out for cross utilizationWeekly meeting with higher management to touch base team performance, feedback, requirement, issues etc.Issue management: responsible to mitigate/resolve issues raised by team members (project specific, behavioral, individual level).Absence and leave management to make sure all projects are covered with smooth operations.Training and mentoring team members to upskill their knowledge.Assisting Management in planning the BCP for our site.

Worked for KNOWLEDGE NETWORKS in an US based company that conducts online market research.Setting up a database, in collaboration with GOOGLE, for all the customers belonging to Knowledge Networks.Interacting with CISCO representative for installation of the Cisco router at customer’s place.Phone and email Support given to the US customers regarding any kind of issues with the Acer Laptop and the internet connection they are using.Resolving concerns related to ISP.Tracking information on the devices that are being shipped to the customers.Regular following up of all the unresolved issues and providing time to time information to customers.Taking charge of the escalation for major issues that was left unresolved by the new executives.Strategic support to the Team Leader when required.

Work within agreed service levels, striving to exceed customer expectations wherever possible.Exceed productivity standards; such as overall accuracy; maintaining service level of agreement, backlog management of departmental and individual markets and maintaining daily statistics.Take ownership of queries and pro-actively follow through to resolution.Ensure all customer queries are investigated and resolved, escalating issues if appropriate, to the team manager.Maintain advanced working knowledge of all customer service processes for different market segments and communicateDiscrepancies/issues to team manager when necessary.Mentoring and developing new staff to meet customer service requirements.Demonstrating willingness to assist team with day to day operations.Maintain professional working relationship with internal and external customers, customer service management and colleaguesRespond to telephone calls from customers as per the established criteria.Inbound and outbound calling process to help customers by giving troubleshooting for the internet services provided by Reliance.To provide support to customers after hours and on weekends.Resolve problems efficiently and professionally by applying knowledge of software, applications and hardware.Floor management and assisting new executives.Consistently and accurately enter database service activity, according to the progress.I had to train customers to maximize the use of their systems, the internet configuration on their handsets, PCs and Notebooks