Associate Service Delivery Manager
Emaar Properties
مجموع سنوات الخبرة :16 years, 8 أشهر
Manage technology driven projects focusing on customer care, contact
center, complaints management across all phases starting from
requirements gathering, gap analysis, implementation till go-live.
* Identified & lead movement from traditional to omni-channel Contact
Center. Part of Customer 360 project team for customer care departments.
* Drive automation of processes via technology within the group.
* Ensured project deliverables remained on track and aligned with business
goals and expectations.
* Liaised with vendors to understand & implement the best technology into
customer centric departments
* Managed issues and complaints regarding operational matters keeping in
mind quality of services
Design, Development, implementation, documentation for Contact Center
based Applications - Windows/Web-based solutions, Web Services, IVR
solutions for various clients.
* Developed clear business requirements keeping in mind customer
satisfaction.
* Played key role as liaison with client in problem solving, project status
updates and gathering performance analysis.
Implemented Contact Center Applications & Call Accounting Software for
various Corporate clients
* Extensive Documentation for entire project life cycle starting from Project
Planning, Business Requirements gathering \ Scope of Work, Applications
Design till Project handover and maintenance support.
* Preparation of and reviewing of detailed Request for Proposals. Assist sales
Team in preparing effective Technical Proposals.
• Active member of team involved in overall requirements gathering, analysis, design, development, testing and implementation of software applications across various platforms for a major stock exchange.
• Requirements analysis, re-designing, and development of various router, inquiry and validation processes on Linux FT (Fault Tolerant) servers using C/C++ and MySQL.
• Migration of Trading System Front End from X.25 to TCP/IP protocol. Migration of broadcast processes from X.25 to UDP protocol for receiving and sending multicast (Socket programming / messaging layers).
• Writing validation code in C++/C#.NET for financial business models validation prior to check in.
• Implement the Solution with the proper estimation of resource and delivery schedule and in adherence to QMS and project procedures.
• Preparation of Casual Analysis, Impact analysis and Design, functional specifications and system test specifications for various new requirements.
courses: All India Senior School Certificate Examination (CBSE) from Our Own English
courses: All India Secondary School Examination (CBSE