As a Project Manager at British Telecom, I am responsible for overseeing and managing projects to ensure successful delivery. I utilize my strong leadership skills and excellent communication skills to effectively collaborate with stakeholders and drive project success. Oversee and manage projects, ensuring adherence to project timelines, budgets, and quality standards. Collaborate with stakeholders to define project requirements and deliverables. Utilize project management methodologies and tools to plan, execute, and monitor projects. Lead and motivate project teams, fostering a collaborative and high-performing work environment. Ensure effective communication and coordination across project teams and stakeholders. Track project progress and performance, providing regular updates to stakeholders. Identify and resolve conflicts or bottlenecks to keep projects on track. Currently working on multiple projects, including Entuity to ServiceNow integration scoping various capabilities of Discovery, Monitoring, and TSNA, NGSD to ServiceNow Data migration, Data Modeling (CMDB), Workforce Management related IWD to Auto Work Allocation (AWA) migration. Leading a team of Business Analysts to achieve project targets and complete projects within dedicated timelines.

As a Team Leader at HCL, I successfully led a team to achieve project goals and deliver high-quality results. Key responsibilities included: Led a team of 25 agents, providing guidance and support to ensure successful project execution. Trained new joiners, ensuring they were equipped with the necessary skills and knowledge. Driven a culture of personal allyship Managed Enterprise account for SME customers (UK). Received the Extra Miller Award for Best Performance, recognizing my dedication and exceptional work. Received appreciation from stakeholders for excellent work and dedication.

As a Service Quality Analyst at Cegedim Software Indi Pvt. Ltd., I played a key role in ensuring service quality and customer satisfaction. Key responsibilities included: Monitored and evaluated service quality for Tech Support agents to identify areas for improvement. Prepare and delivering monitoring evaluations to CSRs and Team Leaders for quality improvement. Use and document the SAFE coaching model. Collaborated with cross-functional teams to implement process improvements and enhance service delivery. Played a critical role in training new joiners, ensuring they were equipped with the necessary skills and knowledge.

Analyze Compliance Procedure followed by technical advisor supporting and troubleshooting dial up/ broadband. Developed a comprehensive quality assurance program that ensured all deliverables met the highest standards of quality Trend report on defects, process failure discussions, with market unit to improve overall process and customer experience.

Developed and maintained quality metrics for tracking and measuring product performance Driving Continuous Improvement through ideation. Conduct training sessions on digital communication skills to improve overall customer experience.