SUMMARY

• A highly client - focused, creative and collaborative professional with 12+ years of experience in providing meaningful leadership to improve business process and ensuring its successful implementation in all cross-functional teams thereby increasing operational performance of an organization.
• Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.
• Proven expertise in managing stakeholder’s expectations both internal and external customers by being a dependable lead point of contact for any and all matters specific to the business.
• Participated in building a learning road map for imparting the necessary skills and knowledge for clients and employees in support of digital products and services.
• Proficiency in Project Planning, ability to work with a project team to create a detailed project plan and resource plan from rough order of magnitude documentation.
• Excellent communication and presentation skills, exceptional management and training skills, consistently meeting the specific needs of various client groups, project teams, and target audiences.
• Ability to manage multiple projects with various levels of complexity simultaneously.
• Strong verbal and written communicator for conducting weekly project meetings, communicating with stakeholders, gathering project requirements, meeting minutes, etc.

TECHNICAL SKILLS

• Client-focused
• Project Management
• Results-oriented
• Strategic Planning
• Microsoft Office
• Reports generation and analysis
• ITSM
• Client Relation Management
• Supply Chain Management
• Multi-Task Management
• Team Management
• Operations management
• Business Analysis
• Quality Analysis & Testing

PROFESSIONAL EXPERIENCE:

Project Manager / Scrum Master

Confidential, NY

Responsibilities:

• Worked with Stakeholders, Business Units & Release Management to understand their vision of the product, their current challenges and requirement and based on that developed detailed project plan.
• Worked with SMEs and Resource Managers to establish timelines, quality standards, and assess the level of effort and resources required to achieve identified milestone of the project.
• Facilitated meeting to introduce Project Charter following Agile Methodology, making Scrum team understand their core competency(s) and gaining familiarity with Agile practices.
• Conducted Scrum Release Planning sharing high level plan for multiple sprints, expected shippable product, their acceptance criteria etc.
• Conducted training sessions for team introducing them to VSTS.
• Conducted backlog grooming sessions in collaboration with Product Owner in order to prioritize and validate best-understood requirements.
• Conducted Scrum ceremonies such as Product Backlog grooming, Planning Poker sessions, Daily Standups, Sprint Planning, Sprint Release and Sprint Retrospective.
• Improved team velocity by incorporating capacity planning into sprint planning sessions.
• Monitored team progress throughout each sprint by determining team velocity, and number of shippable products produced in each iteration considering Acceptance Criteria.
• Identified potential risk, impediments / roadblocks and created mitigation plan to address those possible risks and or roadblocks.
• Ensured cross-functional coordination between Product Owners, Business Analysts, Developer and Quality Analyst occurred often.
• Worked with testing team to identify recommendations for current and forecasted testing requirements and strategies centered on an improved return on business.
• Developed and executed test plans for new software/programs to ensure if they were working properly and customer needs were met.
• Implemented Issues Tracking in Version One to effectively track impediments against user stories.
• Ensured release of quality assured product at end of each sprint.
• Maintained effective communication with all impacted stakeholders by coordinating Project related documents through project repository utilizing SharePoint.
• Conducted Core-Team meeting sharing the health of the project, status on the in-progress task, related impediments and risk.
• Tracked Project’s schedule by coordinating activities / assigned tasks of team with help of VSTS and Microsoft Project.
• Developed training material for any new systems / process implemented and supported training activities.
• Successfully navigated an evolving and ever-changing environment with few standard processes and tools; developed standardized work processes that improved efficiency and quality.
• Aggressively Involved in Customer Relationship Management (CRM) as well as Vendor Selection and Management Process.
• Provided thought leadership to improve processes, generate online sales leads, and enhance customers/partners online Support experience.
• Reduced online support abandonment rate by more than 30%.
• Worked closely with creative/user experience/business units/development teams and vendors to scope, plan, and execute small / mid-size online projects.
• Interacted and communicated clearly with development, testing and production teams concerning release management policies and procedures.
• Involved in designing and developing User Interfaces prototypes which were simple, interactive and user friendly.
• Conducted user interviews to help identify and understand different process for each user while simultaneously identifying their pain points.
• Online portal for Client and Employee login enabling
• Employee Self Service Login to update own profile, enter timecard, expenses, access Paychecks and W2 / Tax Documents.
• Employer Login for candidate Onboarding, Exit & Released, Approve Timecards & Expenses, Update Salary, Bonus, Advance Pay, Finance statement, Vendor Invoices, Fringed Dashboard (Company’s Analytics related to Expenses, Tax, SOX).

Manager Operations| Project Manager | Scrum Master

Confidential

Responsibilities:

• Worked with stakeholders to identify scope and business requirements, develop Project Plan, conduct Project Kick-off and build Business Process Flows.
• Facilitated stakeholder meeting to develop a Project Charter, with a clear Opportunity Statement, Business Case, Project Goals, Resource Allocation, and Project Timeline that drives Project Milestones.
• Facilitated project kickoff to introduce project charter and Agile Methodology to the Core Team and coached them in Agile Principles and Scrum framework to enhance team skill levels.
• Worked collaboratively with Business Development Team in brain storming sessions addressing organizations strengths, weakness, possible opportunities and threats to uncover new opportunities contributing towards financial growth of an organization.
• Coached team through the Forming, Storming, Norming and Performing phases of transitioning to Agile, empowering them to self-organize and grow cross-functionally.
• Organized and facilitated planning sessions/meetings for project and supported with meeting materials and agendas.
• Facilitated Backlog grooming sessions, Sprint Planning, Sprint Review and Sprint Retrospective meetings, enforcing time boxing.
• Collaborated closely with Product Owner on Backlog Grooming to keep Product Backlog relevant and prioritized for next Sprint Planning.
• Assisted Development Team in negotiating with Product Owner for possible deliverables in an iteration sheltering team from over commitment, determining the team velocity.
• Conducted grooming session for team to groom stories / epics, decomposed them into shippable packages and add definition, Dev and QA approaches and acceptance criterion.
• Facilitate daily scrum as Scrum Master to team to summarize what has been done, plan what needs to be done, and recognize impediments enforcing time boxing
• Trained team on agile tools - Jira and TFS, helping them in self-management by leveraging artifacts like team task board, sprint burn-down chart, impediments list /issue logs etc.
• Ensured team is delivering a well-tested solution under a committed timeline for demo in review meeting.
• Managed and led key testing activities i.e. End-to-End testing, Regression Testing, System Integration Testing, Solution Testing and User Acceptance Testing, followed by attaining sign-offs from the users and Product owners.
• Organized sprint review at the end of each iteration, and if needed facilitated interim demos as well to Product Owners and/or respective stake holders for any critical functionalities and to ensure their confidence in the developed and developing product.
• Conducted retrospective session with team to discuss “what went well?” and “what can be improved upon?” and identifying top remedial actions items to be implemented in the upcoming iteration and help team achieve their goals.
• Performed critical path analysis, generated look-ahead and variance reports.
• Tracked all open items, issues and expected resolutions for an easy follow up.
• Identified potential project conflicts and there resolutions by addressing those conflicts, impediments and roadblocks in timely manner with proactive decision making to protect team members from interruptions or distractions and maximize their productivity thereby keeping project on track.
• Monitored forecasts and evaluated overall performance to ensure quality and delivery requirements are met; discussed performance metrics with Product owner/stakeholders, provided feedback to Scrum team, and recommended corrective measures.
• Facilitated JAD and JRP sessions among Team and with Product owner when needed to gather insight /clarity of business perspective about a sprint goal.
• Communicated project progress to stakeholders and Product owner with the help of Burndown Charts, status reports / presentation and by keeping Management dashboard updated at all times.
• Conducted Core Team meeting, communicating Project Status, Projected Milestone, Issues and Risks, Recommendation and Team Achievements among the cross-functional teams involved in product development.
• Supervised and administered communication between clients and procurement department regarding all active purchase orders and accounts payable to have an efficient procurement and financial processes.
• Assisted in reconciling accounts payable before closing the books at the end of each reporting period.
• Maintained PLB (Performance Linked Bonus) data for regulating approved suppliers to reflect active services agreements, work order agreements and purchase orders with vendors.
• Monitored multiple databases to keep track of all company inventory.
• Effectively controlled the release of organization’s confidential information to Vendors and General Clients
• Took ownership of escalated situations that needed to be handled cautiously and efficiently due to the potential impact on customer satisfaction and brand image.
• Coordinated with Marketing Team to manage relationships with partners, clients.
• Efficiently lead the responsibility to creating monthly work schedule / plan for the associates so that they can adhere to their duty rosters.
• Coached and mentored new hire until an acceptable level of proficiency were achieved.
• Conducted training sessions that enabled associates to perform effectively and efficiently.
• Used diverse methods - facilitated learning, performed remote monitoring of work and feedback based on observations, and provided one-on-one training by working side by side with associates.
• Organized and developed training materials that met specific needs of new hire or existing associates.
• Participated in operational work with operational team and monitored daily activities.
• Monitored, troubleshoot and ensured timely response, ticketing and invoicing of online booking by operations team.
• Responsible for arranging group movements and travel arrangements that included Contracting and Negotiations of fares and Incentives with airlines or involved trade partners.
• Proficiently created itineraries and provided fare solutions including fare auditing and proofing
• Successfully received signed off waiver from the airlines, reducing monetary loss to client & organization.
• Efficiently processed Ticketing, Invoicing and Issues Refunds (if any) of over 800+ travelers on one go travelling PAN INDIA.
• Developed Business Travel’s own B2B portal integrated with Amadeus, Galileo and LCC carriers.
• Team Tool panel in B2B portal to support
• Interface for Central Booking handling - Assign order to individual for action.
• Dashboard for real time order tracking (Action required - Pending, In-Progress, Completed & Closed).
• MIS Report updates for Purchase and Sales (individual airlines, departments, and organization).
• Integrated Portal with existing invoicing software “Winyatra” enabling
• Automated conversion of online Purchase Orders into Invoices.
• Online Payment uploads and deductions; refunds lead to real time credit availability.
• Customers know negotiated prices (Updated IATA and PLB per: Airline, Zone, Time of Travel, Cabin)
• ASSP (Agent Self Service Panel) and dashboard enabling
• Manage Profile and Self Service account and retrieve account statements for reconciliations.
• Manage client bookings, check time limits, fare restrictions, review status of travel etc.
• Add request for any auxiliary service.
• E-Services for sending travel confirmation via Email / SMS.

Consultant | Sr. Consultant | Project Lead

Confidential

Responsibilities:

• Demonstrated a strong record of accomplishment for working collaboratively on cross-functional and cross-culture teams.
• Worked with key stakeholders and vendors to establish annual goals/objectives and monitored progress throughout the year.
• Engaged in setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) targets.
• Conducted meticulous GAP analysis while successfully re-engineering key business processes to increase operational efficiency and alignment of business unit objectives.
• Analyzed problem and developed solution, discussed same with appropriate product line manager for approval.
• Conducted team status meetings, discussed challenges faced and their possible solutions to ensure its’ timely execution.
• Ensured timely completion of test script and its proper documented.
• Managed and led key testing activities i.e. End-to-End testing, Regression Testing, System Integration Testing, Solution Testing and User Acceptance Testing, assuring enhancements met the business needs followed by attaining sign-offs from the users and Product owners.
• Prepared various reports by collecting, analyzing, and summarizing information and trends.
• Tactfully managed complex team dynamics, handling organizational change related issues, and fostered an on-going positive environment with motivated team and satisfied customer base.
• Acted as the point of contact for any escalated issue impacting business or team.
• Improved supply chain by maintaining a vendor management information repository to enable the ability to research, analyze, trend, create reports and support a comprehensive KPI dashboard.
• Successfully negotiated an outsourcing contract that resulted in revenue generation.
• Assisted in reconciling accounts payable.
• Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.
• Identified and communicated potential risk thereby helping team develop a mitigation plan to avoid any downtime.
• Provided references for users by writing and maintaining user documentation.
• Monitored quotas and evaluated vendor and supplier performance to ensure quality and delivery requirements are met.
• Monitored multiple databases to keep track of all company inventory.
• Effectively controlled the release of confidential information for general client lists.
• Efficiently managed reducing of GDS cost by closely monitoring reservations created in system.
• Reduced possible monetary loss to client or organization by getting waivers signed off by the airlines.
• Proficiently created itineraries and fare constructions adhering to all aviation rules and regulations.
• Received calls providing exceptional listening skills to determine the nature of the call in order to clearly and precisely address their queries in a professional manner.
• Monitored In-bound and Out-bound calls, by various operation teams and provided feedback to improve their client experience.
• Efficiently processed Ticketing, Invoicing and Refunds of tickets issued.
• Efficiently managed reducing of GDS cost by closely monitoring reservations created in system.
• Followed up with customers regularly regarding services scheduled.
• Quickly and effectively solved customer challenges to ensure remediation.
• Excelled as lead point of contact for group movement queries (from 15 - 900 travelers) from all branches across India by maximizing the possibility of group confirmation.