• Oversaw end-to-end software development projects, including integration, testing, implementation, and maintenance.• Developed comprehensive project plans, encompassing schedules, budgets, resource allocation, and risk mitigation strategies.• Led software engineering teams through SDLC activities, ensuring adherence to schedules and quality metrics.• Tracked and complied with all project OEI parameters including budget submissions, confirmations/invoicing, milestone & closure reports, revenue at risk, accounts receivables, quality/regulatory/customer security audits, and CSAT/ESAT plans.• Handled all projects using Agile Scrum methodology, ensuring iterative progress and adaptability.• Successfully delivered four decentralized applications tailored to meet customer needs, ensuring timely delivery and alignment with project commitments within 11 months.• Established a comprehensive customer support system from scratch, including an Enterprise Contact Centre Services team and implementation of a client-centric support framework, resulting in 50% growth in the community.• Established a Change to New Product Initiative process by adopting an MVP-driven approach• Enabled cross-functional trainings on agile values and principles with Engineering, Operations, HR, Sales, and Marketing teams. Conducted training on blockchain for community which was attended by 100 members.• Created a knowledge base for the community members, fostering industry collaboration and knowledge-sharing.Mentored and coached more than 25 team members, fostering their professional growth and development.• Facilitated effective communication among project stakeholders, including clients, team members, and senior management. Conducted regular project status meetings, provided updates, and reported on key performance indicators.• Identified potential risks and developed mitigation strategies.• Maintained comprehensive documentation, including plans, reports, and correspondence.

• Conceptualized, Planned, and Launched: Successfully established the "Lo Affetto" manufacturing unit.• Managed multiple projects under one program, ensuring coordination and synergy between initiatives.• Led and controlled the status and delivery of all technology projects, including ERP deployment.• Implemented a supply chain system to optimize processes and minimize waste.• Developed and executed an operational strategy, managing the end-to-end production cycle.• Launched three franchises within one year, resulting in a 30% increase in company sales.• Reduced annual operating costs by 15% through Lean Six Sigma implementation.• Engaged with stakeholders to gather project requirements, ensuring deliverables met and exceeded expectations.• Created effective SOPs, significantly improving operational efficiency.• Managed resources, stock control processes, ensuring inventory accuracy.• Coordinated and executed Investors' & Analysts' Meet for HPCL, resulting in increased investor interest.• Oversaw budget forecasting, taxation, general accounting functions, and financial reporting.• Ensured team performance met quality, speed, and accuracy expectations as per KPIs and SLAs.• Trained, coached, and mentored staff for smooth adoption of new processes.

• Successfully led the Estate Drain project and the New Business Process Merger project in BFSI industry.• Coordinated the Hartlink System Migration IT project, ensuring minimal disruption to business operations.• Managed two teams with 16 process licenses, successfully completing multiple BFSI projects.• Reduced complaints and breaches from 11.68% to 1.92% through team performance assessment and corrective actions.• Identified, managed, and mitigated project delivery risks.• Worked closely with stakeholders during migration processes.• Conducted data and process analysis, identifying improvement opportunities and proposing solutions.• Trained over 50 professionals on various projects and conducted regulatory training on the Data Protection Act and Information Security.• Administered process knowledge assessments and competency testing.• Conducted weekly quality assurance audits and supported managers with work allocation and query resolution.• . Recognition: Achieved Employee of the Month and Quarter awards for outstanding performance.

• Investigated and resolved customer inquiries and complaints in an empathetic manner.• Adhered to all confidentiality requirements at all times.• Cross-trained and backed up other customer service managers.• Met all customer call guidelines including service levels, handle time and productivity.• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

• Answered product questions with up-to-date knowledge of sales.• Described product to customers and accurately explained details and care of merchandise.• Developed reputation as an efficient service provider with high levels of accuracy.• Scored in top 10% of employees in successful resolution of issues• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.• Directed calls to appropriate individuals and departments.