Swapnil Nalawade

Experience

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  ITCube Solutions. Pvt. Ltd.

  Dec 2013 - Aug 2017

  Customer Service Representative

  • Managed team of 20 members in driving departmental goals.• Created numerous dashboard and reports based on management requirements• Trained new team members by relaying information on company procedures and safety requirements.• Monitored group performance on a regular basis, analyzing data and trends to identify areas for improvement.• Established clear goals and expectations for the team, promoting accountability and fostering a high-performance culture.

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  Veritas Technologies LLC

  Nov 2017 - Aug 2021

  Customer Care Specialist

  • Facilitated the resolution of complex issues surrounding licenses through effective mediation between stakeholders.• Leveraged industry knowledge to advise clients on best practices for maintaining compliance with regulatory requirements.• License related queries, license generation and installation and Product download along with Portal queries for All region.• Providing 20+ GO LIVE experience to new users of platform daily.• Onboarding new joiners and proving mentoring sessions while on OJT.• Capturing customer feedback and sharing pivotal information with development and product team Show less

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  Avalara

  Aug 2021 - now

  Program Manager

  • Led cross-functional teams of 20+ in delivering complex software initiatives using Agile and Scrum methodologies, improving delivery time by 25%• Directed strategic initiatives aligning business goals with execution plans and increasing operational efficiency by 18%.• Implemented standardized reporting dashboards using JIRA and Power BI, increasing executive visibility and decision-making efficiency.• Managed stakeholder engagement across product, engineering, and executive leadership, facilitating alignment and transparency.• Collaborated with product managers and engineers to define MVP scope, resulting in a 40% faster go-to-market for new features.• Established risk management framework, reducing project risk exposure by 25%.• Championed change management during company reorganization, ensuring business continuity with zero disruption.• Drove continuous process improvements through Lean Six Sigma practices, reducing cycle times by 20%.• Used agile methodologies such as Scrum throughout project lifecycles, deliveringconsistent results within tight timeframes. Show less