Summary
Overview
Work History
Education
Skills
Certification
Timeline
ProjectManager

Rajesh Nair

Mumbai

Summary

Customer Experience (CX) Project Manager and Senior Business Analyst with a strong background in driving CX transformation, process optimization, and automation initiatives. Proven success leading cross-functional teams, delivering customer-centric projects, and enhancing stakeholder satisfaction. Experienced in project execution, risk management, Agile methodologies, and the use of tools like ClickUp, MS Project, and Planner to manage CX-focused initiatives. Adept at aligning strategic goals with operational improvements to elevate overall customer satisfaction and loyalty.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Project Manager

Pentation Analytics
09.2024 - Current
  • Led cross-functional customer experience (CX) initiatives from planning through execution, enhancing client satisfaction and loyalty across multiple projects.
  • Developed and managed project plans using tools like ClickUp and MS Project, aligning milestones, deliverables, and resource allocation with CX goals.
  • Implemented proactive risk mitigation strategies to resolve delivery bottlenecks, resulting in a 30% reduction in timeline deviations.
  • Maintained transparent stakeholder communication and status reporting, increasing stakeholder alignment and satisfaction by 25%.
  • Tracked project performance through customer-facing KPIs, driving continuous improvement and improved service delivery standards.
  • Drove process optimization that reduced operational costs by 15% while supporting consistent customer experiences.
  • Practiced Agile methodologies to iterate quickly, prioritize feedback, and continuously improve CX-focused deliverables.

Senior Business Analyst

CDK Global
07.2021 - 09.2024
  • Led automation initiatives, achieving a 35% improvement in process efficiency implementation.
  • Developed interactive sales dashboards, enhancing data visualization and performance tracking by 40%.
  • Facilitated Agile ceremonies, ensuring smooth sprint execution and backlog grooming.
  • Designed KPI tracking frameworks, improving data accuracy and business insights for leadership.
  • Identified process gaps, recommending and implementing strategic automation solutions.
  • Trained sales teams on data-driven decision-making, increasing performance metrics by 15%.
  • Collaborated with IT teams, enhancing system integrations and improving workflow efficiency.

Senior Quality Associate

WNS Global Services
10.2016 - 07.2021
  • Evaluated business processes, implementing accuracy improvements of 20%.
  • Developed BRDs for automation projects, ensuring seamless execution and measurable outcomes.
  • Created detailed RPA business cases, streamlining workflows and reducing manual tasks by 20%.
  • Led automation initiatives, achieving a 35% improvement in process efficiency via RPA implementation.
  • Conducted quality audits, identifying trends and proposing risk mitigation strategies.
  • Led training programs for new associates, reducing onboarding time and improving performance scores.
  • Provided feedback and coaching, fostering a culture of continuous learning and professional growth.

Education

Bachelor of Engineering (BE) - Computer Science

Pune University
01.2016

Skills

  • Project Management
  • Business process analysis
  • Agile methodology expertise
  • Agile project management
  • Stakeholder engagement
  • Client relationship management
  • Efficiency in process automation
  • Process optimization
  • Robotic process automation
  • Business process management
  • Data-driven decision making
  • Performance tracking dashboards
  • Experience with Power BI
  • Advanced Excel proficiency
  • Risk assessment
  • Compliance
  • Requirement Gathering
  • Documentation
  • BRD
  • FRD
  • SDD
  • Change Management

Certification

  • Scrum Foundation Professional
  • Blue Prism Certified Developer
  • Automation Anywhere Advanced RPA Professional
  • Automation Anywhere Certified Business Analyst

Timeline

Project Manager

Pentation Analytics
09.2024 - Current

Senior Business Analyst

CDK Global
07.2021 - 09.2024

Senior Quality Associate

WNS Global Services
10.2016 - 07.2021

Bachelor of Engineering (BE) - Computer Science

Pune University

Similar Profiles

CREATE PROFILE
Rajesh Nair