Senior Project Manager
ValueLabs
Total years of experience :11 years, 1 Months
Responsible for end to end Technical Solutions Delivery & Project Management
Manage the delivery of complete project scope and committed deliverables as per the contract
Technical solution and services Implementation as per customer requirements (DLD / LLD)
Manage project activities, risks and resource requirements during the project lifecycle
Develop, drive and monitor project delivery timelines
Regular monitoring and reporting of the progress of projects to all the stakeholders- internal andexternal
Review & monitor project KPIs/SLAs as per the contract. Ensure SLA compliance in coordination withinternal teams at Circles, NHQ, NOC and relevant external stakeholders.
Manage project activities, risks and resource requirements during the project lifecycle.
Interpret client’s current data to formulate new strategies to increase ROI on spends
Conduct Surveys to gather customer experience on the existing client’s websites and working with UI/UX teams to come up with fresh designs to enhance user engagement
Project Planning and Management:
Project kick off / Initiation of detailed Scope preparation and deliverables with the network solutionfinalization
Site preparation, readiness and on ground action initiation.
Project Plan creation and monitoring progress in JIRA and Clarizen
Project risk and resource planning
Project scheduling and daily / weekly update to the customer and internal / Externalstakeholders
Project closure document with the Completion of Delivery as per scope
Billing trigger and Customer Sign Off
Successfully managed staff to meet the needs of new clients including hiring, reassignment and training facilitation
●Managed and monitored results of team to ensure internal and external SLA's are met
●Directed team in fast paced/high volume environment utilizing case management system to process an average of 10k cases monthly
●Managed account portfolio growth and served as an integral part of new client implementation, training and team capacity management Google Analytics, Omniture, Click Tracks
●Responsible for rapid team expansion providing training and performance evaluations on a regular basis
●Completed leadership training.
●Identified as SME for new client implementation for Service Delivery - shared expertise and lessons learned to all levels of management
●Running lean on the project to bridge gaps
Manage a team of approx. 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
●Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement
●Manage team performance and responsible for the overall development of the team
●Manage and strengthen Client Relationship
●Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools
●Manage a team of approx. 15 to 18 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
●Undertaking Feedback Sessions with Team Leads and Managers.
●Responsible for handling a team of 15 for Tagging(Google Analytics, Google AdWords, Google Tag Manager, G Suite, Conversion tracking and Remarketing).
●Setting up SOPs and implementing them to manage the newly introduced metrics.
●An active participant during candidate selection process to assess the candidate skills to match with the business requirements.
Worked with Uber India as a Community Operations Specialist. Forecasting the queries based on the number of trips. Having insight of operations in various departments as rider and driver operations. Cross trained for Incident response team who would react for any emergencies during operation.Well versed with the management principles and helped with operational growth by various assignments. Helping maintaining the Brand value by minimizing the losses and improving the CSAT. Helping incorporate new drivers on the platform to increase the base by various methods and plans. Assisting with the development of new plans to increase the demand and maintaining the supply.
Created new processes and systems. Trained 15 new employees quarterly. Developed highly empathetic client relationships and earned reputation for exceeding sales goals. Cross-trained and provided back-up for other customer service representatives when needed. Worked under strict deadlines and responded to service requests and emergency call-outs. Worked for supply chain project.
Worked for Turnaround and Maintenance Department (T&I Contract) under Maintenance Support Services (M.S.S) of KJO.
●To understand and resolve maintenance issues for vessels, tanks, separators, gas dryers, heat exchangers, fin fans.
●Assisting in chemical cleaning during Ratawi shutdown of the plant in south area.
●Planning and inspection of wash water tank, chemical tank, silicon tank, chemical tanks, steam generators, and Ratawi vessels during shutdown.
●Blinding, degreasing, cleaning and inspection using NDT of the equipments during the shutdown.
●Estimating the time and material for chemical circulation in the loop during shutdown.
●Calculation of quantity of potassium permanganate, caustic soda and detergent to be added for the chemical cleaning of crude lines.
●Removal assistance and installation of new flare tip of the Ratawi flare stack.
●Estimation of sand blasting and painting as per ASME standards and SAE standards.
●Thermal insulation lining on steam generators with help with HARRIS-PYE (contractor).
●Observation during refractory lining of the steam generators.
●Estimation of time and material requirements for tank ATK-4.
●Isolation and blinding of the tank mechanicals and electricals.
●Crude oil wash (COW) operation of the tank and transferring of the remaining content to other tank (RISAL).
●Overhaul and maintenance of general equipments in FDP-1 area.
●Study of De-Ethanizer Reboiler rectifying the design issues and bending of tube bundle.
●Probe testing of tube bundle in heat exchanger E-0645A and plugging of clogged lines.
●Gas testing and inspection of the plant.
●Inspecting the equipment before and after the overhaul to comply with SAUDI ARAMCO standards.
●Has knowledge of geosteering and its operation functions.
●Had obtained Work Permit Receiver License from Al-Khafji joint operations.
Projects done: Study on steam turbines, Diesel engines
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