ARADHYA PRAKASH

Led Scrum ceremonies and Agile coaching sessions for teams, improving delivery velocity by 30%.
Migrated on-premise infrastructure to cloud, enhancing scalability and reducing IT costs by 35%.
Expanded Agile coaching remit to include 6 additional scrum teams, supporting a total of 60+ team members.
Overhauled delivery support site in Manila, reducing SLA time by 50%.
Pioneered the Agile Center of Excellence (CoE), mentoring 15+ teams on agile methodologies, resulting in a 40% improvement in project delivery speed and enhanced team collaboration across departments.
Developed automated tools like Geo-fence maps that increased site efficiency by 20%.
• Developed and implemented training programs aimed at enhancing soft skills, problem solving, customer centricity, and behavioral aspects.
• Prioritized seller quality, increasing Team Engagement and Connections score by 21%.
• Adhered to company policy (MGHD) to hire 65 A+ grade candidates for the Global Escalations team.

• Designed and delivered training content for email handling, call handling, customer handling, and account handling skills, resulting in a 30% improvement in new hires' quality scores.
• Reduced error rate by 15% by facilitating one-on-one coaching sessions, call/email reviews, live monitoring, and role-plays.

• Managed a team of 10 to 15 associates and worked as a subject matter expert to resolve business-related queries.
• Facilitated 2-3 weekly audits and passed on effective feedback and coaching to ensure adherence to overall network metrics.
• Analyzed data, identified issues, and developed solutions to improve customer experience.
• Handled over 15,000 contacts, tickets.
• Facilitated innovation programs like 'Kaizen' and 'Gemba,' with a maximum of 30+ submissions of ideas.

• Achieved a record-low handling time of 3 minutes, with a variance of -2:30 minutes to the network.