Ranju Menon

Experience

• 

  Bizsolindia IT Services Pvt. Ltd.

  Oct 2011 - Sept 2020

  Software Engineer

  • Managed and supported 7+ clients with a high level of satisfaction, leading to long-term partnerships and repeat business• Assisted the manager in providing feedback for Tech Support Analysts' performance appraisals, contributing to their professional growth and improved service delivery• Successfully led end-to-end software development and implementation projects, delivering high-quality solutions on time and within budget• Enhanced product quality and customer communications, resulting in improved client satisfaction and positive feedback• Implemented improvement initiatives that increased team performance and efficiency, leading to enhanced productivity and customer satisfaction• Displayed strong leadership skills by effectively managing critical incidents and service requests, ensuring minimal disruption and swift resolution• Developed and implemented best practices, resulting in improved project efficiency, streamlined processes, and cost savings• Received positive feedback from senior management for providing valuable support and contributing to strategic decision-making• Recognized for exceptional performance in monitoring agent activity and providing instant feedback, resulting in improved agent performance and customer experience• Received accolades for successfully managing multiple projects within schedule and budget, achieving high customer satisfaction, and meeting business objectives Show less

• 

  Fidel Softech Limited

  Feb 2021 - Jul 2022

  Product Specialist

  • Collaborated closely with clients to comprehend business requirements and delivered optimal solutions in Zenoti• Led end-to-end project cycles, spanning from sales to service, including introductory calls, kick-off meetings, and successful go-live implementations• Strategized implementation phases based on the unique nature of each business, ensuring tailored and effective project execution• Utilized Salesforce to manage and organize initial client data, facilitating streamlined project initiation by the sales team• Implemented JIRA as a comprehensive tracking system to monitor and manage all project implementation steps, promptly raising JIRA tickets for new requirements• Transitioned to GuideCx as the preferred platform for project management, enabling comprehensive tracking of project milestones and timelines Show less

• 

  Billennium

  Jul 2022 - Jul 2023

  Project Manager Scrum Master

  • Developing comprehensive project plans, including scope, deliverables, timelines, and resource allocation• Maintaining strong relationships with clients, acting as a primary point of contact• Engaging with key stakeholders to ensure a clear understanding of project objectives and deliverables• Identifying areas for process improvement and implementing best practices to enhance project efficiency• Allocating WBS (Work Breakdown Structure) to Jira tasks involving developers, ensuring accurate tracking of time and cost• Authorizing and reviewing time sheets in Omnimat for timely and accurate approval• Developing and compiling Monthly Budget reports in Omnimat, facilitating cost updates, client billing, and proactive budget monitoring• Generating Forward Monthly Reports, assessing budget status, and conducting client discussions to ensure adherence to financial targets• Preparing budget reports specific to APAC ERP, conducting regular meetings with clients every 15 days to provide timely budget updates• Maintaining organized Confluence pages for each task, ensuring easy access to relevant project information• Providing leadership and guidance to project teams, fostering a collaborative and high-performing environment• Managing client escalations and escalating unresolved issues to the Delivery Manager• Allocating cross-functional teams based on the customer issue (RM's and Development or Support and DevOps)• Managing business relationships by communicating with customers via email, addressing queries and concerns• Performing tasks within the TIBCO service under the Roche client Show less