Worked as Scrum Master for Microsoft Dynamic 365 Project. Managed Larger Team and Delivered the Project on Time. Won Best Team Award for Successfully Completing the Project with 100% Quality.Currently Working as Scrum Master for Panel on Demand Project.

• Managing a Team Size of 10 Members• Ensuring High levels of Motivation among team members and facilitating performance that meets the Organization's expectation.• Ensuring that the Team’s individual target/ Unit Qualitative and Quantitative targets are met. Maintaining and Reporting the Periodic MIS to the Manager.• Mentoring & Training the Team Members• Planning the targets of the team and action plan • One Point Contact for Handling Corporate Clients and Escalated Complaints• Establish contacts with clients and build long- term relationships • Research and build database• Call escalations and Callbacks wherever required.

Role as Senior Customer Satisfaction Officer (Escalations) period April 2009 to December 2010:• Managing a Team Size of 10 Members.• Doing Quality Check for the Team Members E-mail Correspondence, Letter Correspondence response and share the feedback with the Individual.• To Quality Check on Customer Calls and share the feedback with the Individual and give required training to improve the call quality.• Preparing MIS report of Individual Fatal and Non Fatal Errors and share the performances of the Individual with manager on a weekly basis.• Root Cause Analysis and implementing process changes.• Training Team Members on New Products Introduced By the Bank.• One Point Contact for Handling Walk-in Customer Complaints.• Good Knowledge in Cards Domain and Mortgages Domain. Role as Customer Satisfaction Officer period April August 2006 to March 2009:• Handling Customer’s query through Email and Snail. • Providing end to end resolution up to the satisfaction of the customers to prevent further trigger of escalation• Taking necessary actions and decisions on the right time against Customer issues• Handling credit card processing in Vision Plus. • Investigate the issues and providing resolution, respond to the customer through an interface called KANA for snail mail and Email queries.• Co-ordinate with other departments for Transaction Posting, Application related queries, Dispute issues, Payment related issues and Plastic (Embossing, Dispatch) issues.