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
ONKAR BELGAMWARONKAR BELGAMWAR
Architect at Fractal Analytics, Formerly Neal AnalyticsArchitect at Fractal Analytics, Formerly Neal Analytics
Ankush CHAUHANAnkush CHAUHAN
Subject Matter Expert at Optima Technology (Payroll on Optima Technology (Payroll on Proziod Analytics) Analytics)Subject Matter Expert at Optima Technology (Payroll on Optima Technology (Payroll on Proziod Analytics) Analytics)
Mel CMel C
Clinical/Operations Supervisor at Pre-Analytics (Accession), Peter Lougheed CentreClinical/Operations Supervisor at Pre-Analytics (Accession), Peter Lougheed Centre
Bhoomi KumbhaniBhoomi Kumbhani
Clinical Physiotherapist at Umiya Physiotherapy ClinicClinical Physiotherapist at Umiya Physiotherapy Clinic
Diksha SinghDiksha Singh
Key Account (Project Management Office) at Brandola Marketing Solutions Pvt. Ltd.Key Account (Project Management Office) at Brandola Marketing Solutions Pvt. Ltd.