Roop Kaur

Experience

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  Blue Ocean Contact Centers

  Mar 2021 - Jul 2024

  -Led a team of L1 agents as a pivotal Data Tier 2, effectively managing work expectations and guiding project growth.-Resolved intricate data issues and fostered collaboration among diverse resources to ensure seamless coordination for timely project delivery.-Demonstrated analytical thinking skills in assessing processes and implementing change management initiatives. -Communicated one-on-one with clients to provide updates on cloud configurations, ensuring transparency and customer satisfaction.-Demonstrated strong written and verbal communication skills in a B2B client-facing setting.-Played a key role in driving projects forward through consistent execution of daily tasks and maintaining focus on big picture outcomes. -Assisted Splunk users with cloud configuration updates, renewals, and establishing net new stacks, ensuring customer satisfaction through strong communication.-Collaborated effectively with internal and external stakeholders to drive individual and team KPI achievement.

  • Splunk Data Coordinator

    Nov 2022 - Jul 2024

  • Splunk Cloud Ops Biz & Delivery

    Apr 2022 - Oct 2022

  • Cloud Change Management

    Mar 2021 - Apr 2022
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  HCL Technologies

  Aug 2021 - Jan 2024

  Google Project Coordinator

  - Led greenfield and brownfield Google Cloud Platform (GCP) projects, focusing on client onboarding and architecture establishment. - Managed a team of 5 as pod lead, ensuring seamless alignment with project scope and budget constraints. - Facilitated seamless data migrations from on-premises to cloud environments. - Utilized project management skills to optimize processes and achieve project goals.

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  OpusVi

  Apr 2024 - Sept 2024

  Program Support Specialist

  - Import and manage user information in LMS, Salesforce, and Impact Dashboard using efficient and scalable data loading techniques- Monitor and respond to Support Inbox requests- Deploy and monitor surveys and reports- Troubleshoot and resolve issues within learning and admin platforms, including HTML and SQL edits as needed- Conduct user training sessions on technical aspects as needed- Create user documentation for self-help knowledgebase- Conduct quality assurance checks on newly published courses- Support other departments, including B2B, product, and marketing teams- Manage data and technical projects as assigned- Maintain project status and provide regular updates in project management tool- Foster user engagement post-course launch- Keep supervisor informed of any issues related to the smooth functioning of the program- Monitor the awarding of certificates/badges Show less

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  Nova Scotia Health Authority

  Oct 2024 - now

  OPOR Project Lead