• Project Lifecycle Management: Define project scope, objectives, and feasibility. Conducting initial risk assessments and ensuring alignment with strategic business goals.• Develop comprehensive project plans that outline timelines, resources, budgets, and milestones.• Lead cross-functional teams to deliver project deliverables while managing resources, schedules, and budget adherence.• Work with product developers, designers, and compliance officers to ensure the product meets regulatory standards.• Implement project performance tracking mechanisms to monitor progress against goals, identifying variances, and implementing corrective actions to address project slippages or quality issues.• Client Success and Relationship Management: Drove Client and team success through shared vision and recognition of quality performance.• Stakeholder Engagement and Communication: Maintain clear and continuous communication with project stakeholders, including team members, management, and clients to ensure expectations are managed and project objectives are understood and met.• Present project updates, risks, and mitigation strategies to senior management and other key stakeholders.• Ensure project deliverables are accepted by stakeholders, document lessons learned, and formally close the project, releasing resources and handing over the product for operational use.• Oversee the quality assurance process, including testing protocols to ensure that products are reliable, secure, and effective. Validate that product features and functionalities to ensure they align with client requirements and regulatory expectations.• Develop project documentation (workflows and processes)• Constant product monitoring and user surveys to provide feedback for Product Management team, enable future road map for Products• Onsite Product expert• Handle the entire Change Management process including ownership of CAB meetings.• Team Leadership and Development including conflict resolution

• Product and Process Advisor• Operational Excellence• Training and Knowledge Sharing• Client Engagement and Relationship Management• Continuous Improvement and Process Management• Change Management• Performance Monitoring and Management

• Maintained problem tracking system and ran diagnostic software to verify properly operatingequipment.• Client Management, SPOC for International Tech Support for Vonage• SPOC for Client Escalations• PMO - Talent Management, Knowledge Management, Performance Management.Product and Process Training• Tracking Absenteeism and Performance• Converting Unresolved cases into resolved cases• Commit management• Call Monitoring and training agents• Maintaining Primary and Secondary Metrics• Team Huddles• Training the agents on latest process updates• Finding RCA for Agent and Process Failures• Performance summary report• Representing CSS on the ticket review call with client• Representing CSS on the weekly and monthly performance review call with client