Identified plans and resources required to meet project goals and objectives. Obtained needed resources by strategically negotiating with stakeholders and outside suppliers. Tracked project and team member performance closely to quickly intervene in mistakes or delays. Worked directly under Project Management Director to develop project timelines and facilitate project kick-off meetings as well as reoccurring status meetings with key stakeholders Managed large accounts such as OMNIA and developed relationships with them Achieved complete and timely delivery of the project following the client's requirements, deadlines, and budget Developed project ideas and plans in conjunction with the web development team Assisted in the development and execution of Change Management Plans and functioned as the primary lead for management of employee lifecycle calendar and milestones including Career Wellbeing, Wellness and Recognition, Mandatory Training, Bonus and other major initiatives. Created and worked on driving design and production efficiencies and consolidation across projects Worked on developing short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue. Hosted meetings with coaches as well as other meetings necessary to address operations, scheduling, or issues. Create and drive design and production efficiencies and consolidation across projects Strategic identification and implementation of major initiatives that have transformational and cross-organizational impact by working with key internal stakeholders Empowers direct reports to make decisions and take action. Demonstrates Company’s values, maintains a positive open demeanor, and encourages diversity of thought, and moves team forward in continuous improvement and operational excellence.

Liaised between IT infrastructure team and other personnel to assist with resolution of system issues. Determined proper methodologies and procedures to use based upon project specifications. Identified and reported variances between employee time sheets and employee transaction reports from time management system. Acted as a liaison between User Support, operations and engineering teams, ensuring efficient ticket escalation, enhancing/creating useful tools to share knowledge and improve processes. Developed a deep understanding of projects to gain insights into the scope of service delivery Effectively managed multiple priorities, initiatives and projects.

Worked on Sprint Assessment – to identify areas of improvement for each Sprint team at the end of Sprint and come up with development strategies to ensure areas of improvements are addressed to closure. Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels. Managed resources effectively to avoid unnecessary delivery delays. Initiated a culture of customer experience by gaining alignment from leadership down to frontline employees on the customer first transformation mindset Functioned as lead for enhancing consumer-facing Chat bots and Virtual Assistants that are channel-customized across Chat, Messaging, SMS, IVR, etc., in a contextual, optimized and personalized AI process Assisted Leadership in the evaluation and forecasting of bot generated inquiries, appointments, applications, enrolls, and starts. Utilize a systems-thinking mindset by demonstrating awareness and understanding of the whole and of how the functionalities within are interdependent Aided in building and establishing relationships necessary to influence future delivery and roadmaps, and to communicate complex and innovative concepts to stakeholders to influence decision making and buy-inAdapted to work in ambiguity, looking for the broader picture, continuously improving, and asking questions Worked on leading and developing new initiatives or innovations, providing strategic guidance on improvements; intake new work, prioritize for/with the business and incorporate into product life cycle as appropriateGuided and managed KPIs to measure the success and to drive transparency into business outcomes and progress related to the overall product strategy

Developed and maintained project documentation to specifically address project scope, deliverables, project plans, cost tracking, resource usage, issue tracking and status reports for multiple and/or large, complex projects.Worked extensively on Scrum Development MethodologiesHeld Sprint meetings to meet key milestones and overcome challenges. Conducted cost and time estimates. Researched and resolved time discrepancies. Executed tasks within time and budget constraints. Successfully avoided time delivery delays by carefully planning best routes. Controlled costs by minimizing wasted resources and time. Providing support, coaching and mentoring to the team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards. Mapping requirements of clients and translating these requirements into functional specifications, implementations & custom designing solutions (process / product) by following standard guidelines Involving in the business process documentation after closely monitoring the requirements. Providing document management control which involves maintaining a database of all official proposals, track project report (both internal and external); and ensure confidentiality of all sensitive document with in the office environment.

Delivered Functional and User Acceptance TestingUnderstanding Business and existing IT applications and coordinating with team members for system design & integration, application maintenance etc. Developed software solutions efficiently by studying information needs, conferring with users, studying systems flow, data usage, and work processes Hands on experience with Coding, implementing and integrating complex software programs using Perlgem and Drupalgem architecture; troubleshooting and debugging new or existing software programs Managing customer delivery during the transition period based on customer perspective; detecting, logging categorizing & prioritizing incidents and providing initial support Transforming, cooperating and communicating between departments, from a reactive approach to a proactive and team-oriented one that spanned all teams who are involved the full product value chain Participating in requirements gathering for enhancements and creation of highlevel as well as detailed-level design documents Undertaking development & testing, defect & issue management for software applications; conducting reviews of codes & test cases and analyzing change requests / enhancements Liaising with stakeholders during the course of problem diagnoses, requirements gathering, detailed level design, development, system test and production implementation for ensuring that optimal resolutions should be achieved Building, managing, and mentoring software development teams and organizations Communicating with internal/external clients to determine specific requirements and expectations; managed client expectations as an indicator of quality·Working as a part of people management team and organizing events along with town hall planning Giving Presentation of Functional Specification to clients and providing support for project implementation which also included fixing technical issues. Providing guidance to development team / product Architecture team for designing new Solutions and preparing Technical Design Specifications. Analyzing new business requirements / strategic road map for client specific enhancements and translation into product-specific designs/ detailed Requirement Definitions/and Use Cases.