Tripti Saxena

Experience

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  Tek Travels Pvt. Ltd (MIH Group)

  Sept 2008 - Jun 2015

  Product Support Manager

  Roles and Responsibilities:• Supervise daily activities for production control to ensure timely and effective reporting, tracking, follow-up and communication of problems with the user community.• Providing vision and direction to the Agile development team and stakeholders throughout the project and create requirements• After the burn-in period, the team was able to execute 80% - 90 % of user stories over multiple sprints.• High-performing and motivated team created with record close to 95 % participation in agile meetings.• Team designed and trained to follow Scrum based on project or user story.• Executive briefing and reporting on scrum metrics, burn-up and process improvements periodically.• Wrote User Stories based on the requirements gathered from all the stake holders.• Organized and facilitated Agile and Scrum meetings, which included Sprint Planning, Daily Scrums or Standups, Sprint Check-In, Sprint Review & Retrospective.• Coordinated with systems partners to finalize designs and formalize requirements Utilized Story. Sizing and Planning Poker techniques as needed based on the length of the backlog and priorities.• Operated in a weekly / bi-weekly sprints with flexibility on length based or immediate functionality concerns.• Ensured application availability and data integrity through preventative maintenance and upgrades.• Resolved conflict, improved morale and established clear goals by effectively managing timelines and shared resources with special emphasis on building relationships across departments.• Defined product roadmap and created backlog in conjunction with product owner and key business partners.• Performed weekly portfolio review with senior management and provided updates to stakeholders• Implement agile management ideals by facilitating exercises such as sprint planning and team leading standups.• Manage project timelines and communicate with management staff and clients to ensure project progress satisfactorily. Show less

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  Infogain

  Aug 2015 - Oct 2019

  Senior Consultant - Tech Support

  Projects Undertaken: • NetApp – HR Solution – PeopleSoft• Live Ops Roles and Responsibilities:• Improved customer support efficiency 12% by streamlining team support activities and standardizing responses to common questions and problems.• Focus on team member development, training, coaching and evaluation resulted in achieving customer satisfaction ratings well over 90% each year.• Developed process within the team to improve communication and instilled a team mentality versus a support center island mentality reducing case turnover by 25%.• Cultivated relationships with the Level 3 team that improved communication and overall response time to Level 2.• Diligently supervised customer service initiatives, collaborated with cross-functional teams & vendors and developed application monitoring tools to improve proficiency.• Reviewed performance of team and conducted 1:1 coaching with team leads and front-line employees. Monitored individual performance, and delivered timely and constructive feedback to team members• Developed Key Performance Indicators (KPI) to define and measure progress toward organizational goals(CSAT, Response Time, Resolution Time, Average handle Time)• Handled customer escalations quickly and effectively around the globe from large enterprise customers including Director and C-level executives; leading to high customer satisfaction (over 97%)• Ensured service level agreements were met by managing technical support related operations.• Identified and resolved business system problems utilizing continuous process improvement activities.• Achieved 25% increase in first-call resolutions by establishing internal training for product certification program designed to improve technical competencies of technicians.• Managed escalated customer complaints through resolution utilizing cross-functional and global resources as required.• Implemented a documented training course for new hires. Show less

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  ALPHA-NUMERO TECHNOLOGY SOLUTIONS INC.

  May 2021 - Aug 2021

  Project Manager
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  Fiserv

  Sept 2021 - now

  Tech Lead Technical Project Management