• Implemented end-to-end project for enabling business intelligence reports of IVRs for inbound contact center ensuring alignment with business needs and developed detailed plans for new process rollouts, including budgeting and resource allocation ultimately resulting in a 50% reduction in task completion time.• Orchestrated comprehensive research and analysis on the organization's SQL server data platforms and pipelines, diagnosed critical improvement areas and completed migration of 25 SQL servers from version 2012 to 2019.• Designed and developed an in-house ASP.NET web application featuring over 80 reports on SSRS server that led to a cost saving of approximately $4 million by enabling effective analysis of call trends on IVR and identifying key areas for optimization.• Managed and maintained applications and their subprocesses, leveraging in-depth knowledge of MS SQL database and proficiency in writing complex stored procedures and queries which improved customer centric ratio to 20%.• Trained and mentored operation executive teams and optimized operational processes to boost productivity, while developing insightful reports of bank’s IVR systems which increased customer satisfaction by 30%.• Applied Agile methodologies in the Software Development Life Cycle (SDLC) process, reducing the development time by 15%.

Demonstrated leadership by overseeing a team of 10 members and driving successful outcomes.Successfully participated in a transitioning project, delivering engaging presentations to customers before assuming full responsibility.Developed comprehensive documentation, including Standard Operating Procedures (SOPs), resulting in a 50% reduction in activity completion time and facilitating the onboarding process for new team members.Acquired expertise in ITIL processes, specifically Incident, Change, and Problem management, leading to a significant 40% decrease in active tickets.Conducted thorough root cause and corrective action analyses for SQL Server issues, addressing performance slowdown, hang-ups, and unpredictable behavior.Played a vital role in evaluating and monitoring system functionality to optimize performance, provide expert advice on monitoring strategies, and identify necessary hardware and software components for system enhancement.