SUMMARY

• Experienced IT professional with over 8 years of experience in Compliance, Project/Process Coordination/Management, Business Intelligence, and Market Research with Global businesses like Capital One, General Electric GE and Global Industry Analysts GIA . Self-motivated with strong independent work skills including prioritizing multiple demands efficiently, meet project deadlines. Demonstrated ability to produce quality work in fast-paced, challenging environments.
• Working knowledge of Six Sigma and LEAN. Strong interpersonal skills to effectively interface with the business units, project managers and other supporting groups. Ability to work independently as well as collaboratively in a cross-functional team environment and work on multiple projects simultaneously. Performance and achievements widely appreciated from Directors to Peers equally.

AREAS OF EXPERTISE:

TECHNICAL PROFICIENCIES:

PROFESSIONAL EXPERIENCE:

Program Coordinator

Confidential

Roles and Responsibilities:

• Program Coordinator for Card Shield Program-a Multimillion dollar initiative driving PCI DSS compliance across Card Platforms
• Engaging in and helping manage 27 IT projects and project managers simultaneously to prioritize, coordinate, plan, assign, track and update all project delivery management activities from Registration to Closure
• Managing Clarity tasks, Project planning, Change Requests, Acting Front door for Shield initiatives, Knowledge link management, status and budget reports. Managing work backlog, prioritizing and tracking activities for the core team. Maintaining and escalating risks, issues and decision logs to Executive team
• Ad-hoc reporting, preparing artifacts and executive decks. Reporting up /down the hierarchy, managing communications with third party consultants. Funneling any resource, time or management issues for the in-flight projects to the executive team
• Coordinated in developing test scenarios, test cases and implemented test plan for user acceptance testing. Worked as the primary liaison between the business line, operations, and the technical areas throughout the project cycle and assisted in project documentation
• Managed meetings, documented action items and minutes, and presented summarizations to peers and communicated with clients regarding issues and relayed resolutions to all appropriate parties
• Adherence to processes for compliance and using tools to minimize variance. Reporting inconsistencies to minimize escalations.
• Constantly shift from one high priority request to another. Proficient at setting and managing priorities, strong organizational skills and effectively aligning resources with project requirements
• Creating and maintaining an integrated roadmap in MS Project and PowerPoint for Director plus audience. Developed strategies and monitored progress that exceeded goals and objectives
• Supported two agile projects and handled two enhancements end to end. Actively involved in Sprint Planning, Story writing, grooming and retrospective sessions

Prior Experience:

Process Coordinator

Confidential

• Liaison between the service management and the customer using GE Medical systems. Handling operations, business processes for 5 states of US- Northwest region. Served as the empowered decision maker and escalation point for all service and operational issues
• Handled customer escalations, complaints, billing problems, parts issues and service issues. Strived towards an amicable solution that not only solved the issue in hand, but also retained the customer in the long run
• Use of tools and methodologies to analyze processes, recommending modifications to minimize escalations, realize operational efficiencies, control variability, costs and reduce cycle-time
• Worked with Clarify and Siebel to maintain customer database. Was part of the Seibel based on Oracle 9i platform Integration project which aimed at delivering a better managed, integrated workflow of service requests, more efficiently managing parts ordering and billing thus enhancing the total customer service experience
• Played a vital role in cross training a 25 member team Parts ordering Customer service. Both businesses work on different software involve a lot of knowledge transfer. Prepared training modules for new agents. Monitored and mentored new associates during on job training, helping them come up the learning curve
• Other responsibilities included, simplifying and streamlining business. People management, peer and performance reviews, Process maps and workflow management, analysis of team metrics, reporting, training and development. Preparing Responsibility assignment dashboards on individual team performance RACI , ensuring that the team achieves the targets set by the clients on a daily / weekly basis.
• Successfully finished preliminary training for Six-Sigma certification, SIPOC and DMAIC. Was part of two highly critical Six-Sigma projects to improve call quality across the department
• Was a part of a Green Belt project that reduced controlled the ASA Average speed of answer from 9min to 4min as accepted by the clients
• Was part of a project to reverse escalating customer complaints through pooling of customer accounts from across United States to 6 region teams, thus realizing productivity savings of 350,000 per year
• Ranked as one of the best customer centric associate on the shop floor for having a consistent customer rating of 9 on a scale of 10. Awarded Certificate of Excellence and Team Extra Miler award twice for exemplary performance and, demonstration of GE values at the work place