Summary

·High-performing project management professional with masters degree in business administration and project management certification (CAPM – Project Management Institute, 2010)

·Four years of experience in leading teams across diverse functional areas like customer service, quality assurance, learning and development, and software development

·Proven track record of increasing productivity, quality and customer satisfaction

·Results-driven leader who has successfully managed and motivated project teams from requirements to implementation and support in fast paced, time-sensitive environments

·Motivated achiever with proven successes in leveraging technology in a collaborative environment to deliver business value to client organizations

Work History

Work History
May 2009 - Present

IT Project Manager

Cross Country Automotive Services

Cross Country Automotive Services is the one of the largest providers of roadside assistance and automotive services to the customers of major auto makers and insurance companies across Unites states and Canada. 

·Managed IT projects with a consolidated budget up to $200,000 and ensured 100% on-time and within budget deliveries on all projects

·Completed projects on functional enhancements and modifications to the existing CRM platforms

·Conducted discovery and functional specification activities as part of project work such as kick off meetings, scope reviews, work order reviews, business and functional requirements review meetings  

·Led and completed projects on implementing new insurance and OEM client programs, each averaging about 10,000 additional service transactions per month resulting in average of $500,000 increased new business monthly revenue for the company

·Successfully managed a complex Direct Access Integration project with one of the leading insurance providers in the US. This helped reduce claims cost as well as reduced average handling time (AHT) by 4 seconds on average, resulting in total savings of $1.2 million per year. Successful implementation of this project also increased customer satisfaction index from 98% to 99%

·Managed a high visibility project with one of the company’s biggest insurance clients to improve the billing processes between the two parties. Company saved $50,000 per month as a result of the improved and efficient billing process that was implemented

·Successfully facilitated cross functional project meetings in diverse functional and geographic areas

·Maintained seamless communication and managed stakeholder expectations during the projects

·Effectively managed project change requests, scope changes and critical system issues through collaboration between business, IT and external clients while using tools like Remedy and JIRA

·Documented, stored and shared project plans, product definition documents, test cases, business requirements, flow charts, process diagrams and other project documents using Infocentral and SharePoint

·Analyzed system design, development and modification requests with detailed documentation and managed change requests through integrated change control process and change control meetings

·As a business analyst summer intern wrote business requirements and developed functional specification documents, assisted business sponsors with the creation of user accepted testing (UAT) scenarios, developed both business and functional use cases including alternative and exception scenarios, extensive use of MS Visio for creating flow charts and process flow diagrams

Oct 2004 - Mar 2007

Team Leader Operations

Wipro BPO (Delta Airlines)

·Managed a dynamic team of 15 – 20 customer care representatives in a fast paced, challenging and performance driven contact center settings over a period of 2 years

·Coached and mentored nearly 200 customer service representatives for airline reservations, airline promotions, online customer support and operational improvement procedures

·Reviewed and reported performance of 20 - 40 customer service representatives for service-level compliance, process requirements, and quality assurance in a timely manner

·Improved service-level compliance of the customer care team from 89% to 96% for telephone and online reservation and customer support processes

·Developed and presented individual as well as team performance reports to upper management and then suggested and documented a total of 7 process improvement ideas (‘Pragati’s) to meet client expectations

·Managed periodic performance appraisal process for all team members. Implemented individual and team performance improvement plans and improved 20 members team’s overall quality scores by 11% within 6 months

·Led client conference calls and quality calibration calls and facilitated effective communication to resolve quality issues and to manage client expectations

·Planned and implemented team building activities on a regular basis to foster a healthy and competitive team environment

Education

Education
Aug 2008 - May 2010

MBA

Bentley University

MBA - Management of Operations & Technology (GPA-3.52/4.0, Major: 3.85/4.0) - May - 2010

Bentley University, Waltham, MA

·Awarded 75% Scholarship for the Day MBA Program

·Won 3rd place in the Bentley Business Bowl annual case analysis competition 2009

·Represented Bentley University in the 2010 Walter B. Shipley global case analysis competition

·Graduate Management Association: Vice Presidents Operations & Special Events Manager

·Project Experience:

·Business Process Management -Worked with a leading electricity and natural gas provider on a business process management project, focused on designing & implementing a centralized and standardized process. IT prototype to complement recommendations delivered by the team

·Management Consulting - Completed a management consulting project for a reputed data storage firm to support their Web 2.0 brand initiatives. Delivered recommendations through primary & secondary research, industry expert interviews and qualitative & quantitative analyses

Aug 1999 - May 2003

Bachelors in Hotel Management & Catering Technology

University of Pune
  • Ranked 4th across the University for the Bachelor in Hotel Management Program 
  • Organized curricular events like food festivals and private catering events
  • Represented the Institute in intercollegiate food & beverage competitions

Skills

Skills

Avaya Witness

Call Monitoring Tool

Remedy

Change Control Tool

MS Access

MS SharePoint

MS-Visio

ProcessModel

Adobe Dreamweaver CS3

JIRA

Bug Tracking Tool

MS-Office Suite

MS Word, MS Excel, MS Power point, MS Outlook

MS-Project

Portfolio

Certifications

Certifications
Dec 2010 - Dec 2015

CAPM (Certified Associate In Project Management)

PMI (Project Management Institute)