Bhavana Chirag Shah

• Support project as Scrum Master managing phase-wise delivery for the assigned tasks. Ensure user stories are 100% ordered, defined, and ready to be worked on by the team.
• Keeps the team organized and on track by hosting daily stand-up meetings, Sprint Planning meetings and Sprint Reviews.
• Ensure daily scrum call is a place holder for highlighting any impediments and the plan for next day.
• Identify impediments and assist team in identifying a path to deliver on their sprint commitment.
• Collaborate with Product Owner, Team Members and Stakeholders to define solutions, drive progress and achieve coherent delivery, ensure issues and conflicts are resolved.
• Help Team stay focused on tasks needed to be done in each iteration and worked with Product owner to refine the product backlog.
• Ensure that team members are well trained and understand Agile values and principles and the scrum events and artifacts.
• Facilitate Scrum events – Sprint Planning, Backlog grooming, Daily scrums, Sprint reviews and Scrum Retrospectives
• Acting as a team facilitator and constantly focusing on leveraging the team on agile values and principles, while keeping them focused on project goals.
• Promoting the team to improve their approach towards continuous delivery, designing solutions based on incremental or immediate release based on customer's market demand.
• Managing the entire project life cycle from initial requirement gathering and planning to successful delivery and ongoing production support.
• Maintain project schedules by managing Timelines, Scope, Budget, Quality and making proactive adjustments.
• Collaborate with Stakeholders, Business Users, Sponsors, Scrum Team to provide visibility and transparency of the projects and its roadmap.
• Tracks project delivery milestones, manages and accounts for unforeseen delays, then realigns schedules and expectations as needed.
• Managing end to end AMC support and services for the TCS BaNCS products shared with APAC BFSI and NBFS customers.
• Adhere to the compliance and have 100% health check audit. Support various audit such as Technical Security Audit, Privacy planning audit, Internal and External audit, PMR audit.
• Perform and manage project drill and BCP planning as per project requirements.
• Review the quality of test performed by QA team before sending it to UAT and Production.
• Monitoring overall progress and use of resources, aligning resources to other projects for cross training in the available time to have best resource utilization to the organization.
• Prepare efforts estimation as per the BRD/CR raised during project delivery considering project objective, technologies systems, expected timelines, required funding and staffing, prepare cost sheet.
• Create and maintain comprehensive project documentation, reports, dashboards, and other data communicate to respective internal and external stakeholders.
• Meeting deadlines and Turn-Around-Time without compromising quality norms and adhering to SLA. Planning project activities viz. scoping, risk assessment, estimation, tracking, change management, delivery.
• Collaborating with executive management and other stakeholders for governance reporting.

Projects and Achievements:

• Have been consistent with 95% CSS score for all managed projects.
• Received People Management Champion award.
• Received Learning Achievement Award
• Achieved multiple Best Team Award
• Achieved multiple monthly awards towards the Best Performer of the month.
• Approachable to the team and share a strong bonding with the team.

• Managed and led a team of 25+ members, ensuring SLA parameters were met
• Oversaw daily rosters, shift execution, and floor management
• Conducted performance appraisals, provided feedback, and developed team members
• Led regular meetings, addressed attrition risks, and maintained Early Warning signs reports
• Conducted Rewards & Recognition programs to motivate top performers
• Organized training workshops for team improvement.

Projects and Achievements:

• Achieved multiple monthly awards towards the Best Performer of the month at WNS.
• CSAT – Customer Satisfaction – improved customer satisfaction metric from 67% to 85%.
• Consistency in Quality – driven the quality metric to be 5% above the goal of 90%.
• Handled Quality Distribution Project - Estimated gains- 5% of the Monthly revenue and Value add to the clients.
• Achieved Quality Monarch award for Q1’10 at WNS
• Awarded Shining Star award for Q4’11 at WNS
• Awarded Shooting Star award for Q3’12 at WNS
• Awarded the “Best Team Player” award for Q4’13 at WNS
• Lead the CS Email Team 5 times to win the prestigious “ORION” award at WNS
• Zero percent attrition for consistent 8 months at WNS
• As a process expert, worked as a trainer for the refresher sessions conducted by the clients for which I have been certified as “Train The Trainer” at WNS

• Acted as a single point of contact for specific complaint categories, ensuring a 98%+ First-Time Resolution (FTR) rate
• Resolved customer queries/complaints received via email within stipulated timeframes, maintaining a 95%+ average quality score
• Approached customers for assistance and guided them through various departments/products, utilizing suggestive selling techniques
• Proactively tracked customer orders and coordinated with multiple teams (Warehousing, Operations, Merchandising) for timely delivery
• Demonstrated multi-tasking ability, with expertise in all team functions/processes
• Assumed the role of Acting Subject Matter Expert (SME) and ensured fulfillment of associated responsibilities
• Acted as an acting Team Leader (TL) and managed TL responsibilities
• Served as a single point of contact for queries/complaints registered on blogs or CEO's desk
• Spoke directly with customers to provide satisfactory resolutions, often converting negative feedback into positive feedback.

• Acted as a single point of contact for specific complaint categories, achieving a 95%+ First-Time Resolution (FTR) rate
• Coordinated with banks, internal departments, and served as the primary contact for resolving queries related to the ASP process
• Coordinated with TechProcess locations to ensure timely resolution of location-specific complaints/queries
• Prepared monthly MIS reports for the entire team, covering multiple clients and banks
• Maintained smooth relationships with various departments and spoke locations to ensure effective functioning
• Assisted with training and implementation of new products/processes for new team members
• Conducted regular team meetings to address internal/external departmental issues
• Provided feedback on individual performance and assigned additional responsibilities as needed.