Experience

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  Teleperformance

  Jan 2016 - Aug 2016

  Customer service executive
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  Conduent

  Oct 2016 - Apr 2018

  Transaction senior processor
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  Teleperformance

  Apr 2018 - Dec 2019

  Senior technical support executive

  For Mastercard Payment gateway support Delivered assistance to customers in identifying issues and explaining solutions to restore service and functionality Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones; cooperated with supervisors to escalate and address customer inquiries or technical issues

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  Saksham digital technology

  Jan 2020 - May 2021

  Project manager

   Led team of 15+ Marketing Executives in the digital sector; ensured productivity by following up on status reports and customer feedback timely Ensured delivery of the project/tasks on or before time; transmitted all concerns raised by the client to the Project Manager for taking relevant actions Identified financial and resource productivity gains and developed opportunities to market services

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  Itech ventures

  Jun 2021 - Jan 2023

  Process coordinator/project coordinator/project manager

   Coordinated for 30+ projects based on multiple technologies; ensured client satisfaction with the quality and work  Prepared business cases and detailed business requirements for measurement of project benefits Identified and mitigated risks for effective deliverables Monitored daily / weekly KPIs to maintain on-track status; maintained a record of personnel progress and productivity Ensured that workplace practices norms to meet goals by specific deadlines; supervised ongoing daily production phases Developing project baselines, monitoring & controlling projects with respect to cost, resource deployment, time overruns and quality compliance to ensure satisfactory execution of projects Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize the customer satisfaction level Conducting Agile ceremonies (Sprint Planning, Scrum Meeting, Backlog Refinement, Sprint Retrospective); providing Sprint Demos; organizing and maintaining Project / Product Backlog Cultivating a better relationship with internal customers & other stakeholders in order to get better work done in terms of service delivery. Show less