Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Lorna Siqueira

Bengaluru

Summary

Program and Project Management Analyst with over 11 years of experience specializing in day-to-day team operations. Proven track record in organizing meetings and events, handling confidential documents, and effective communication with internal and external stakeholders. Exceptional communication and interpersonal skills, able to work independently or collaboratively.

Overview

11
11
years of professional experience
1
1
Certification

Work History

PROGRAM & PROJECT MANAGEMENT ANALYST

ACCENTURE INDIA PVT LTD
Bengaluru
10.2024 - Current
  • Oversaw client (Exxon Mobil) accounts, managing debranding projects to strengthen brand identity.
  • Handled invoicing processes to ensure timely payments and maintain accurate records.
  • Coordinated client communications to facilitate effective project management.
  • Worked closely with professionals to identify opportunities within department that could be improved.
  • Collaborated with internal stakeholders to design innovative solutions that enhance sales team performance.
  • Conducted quality audits and prepared performance reports for continuous improvement.
  • Implemented quality control measures, utilizing a trial and error approach for optimal results.

PROGRAM & PROJECT MANAGEMENT ANALYST

ACCENTURE INDIA PVT LTD
Bengaluru
12.2021 - 09.2024
  • Managed projects as Project Manager for Verizon(Client)
  • Offered support in LAN and WAN activations while acting as a project manager.
  • Coordinated with cross-functional teams to facilitate effective Agile delivery.
  • Tracked risks and assumptions to proactively manage potential issues and ensure project stability.
  • Conducted project kickoff meetings to align stakeholders and define project objectives and scope.
  • Worked with internal and external stakeholders to drive decision-making and align with organizational project and product goals.
  • Maintained accurate documentation and provided regular reports to stakeholders on project status.
  • Conducting brainstorming sessions, project trainings, and quality sessions on a weekly basis.
  • Proficient in Scrum and Agile methodologies, contributing to efficient project delivery.
  • Strong verbal and written communication skills for conveying complex program details.
  • Committed to continuous learning and development to drive project success and deliver exceptional value to organizations.
  • Coordinated with vendors and contractors to ensure timely delivery of materials for project execution.
  • Performed quality assurance checks prior to releasing any deliverable in order to guarantee accuracy and completeness before submission.

SENIOR PROCESS ASSOCIATE

CAPGEMINI INDIA PVT LTD
Trichy
05.2019 - 11.2021
  • Monitoring and controlling end-to-end project delivery process.
  • Responsible for resolving customer disputes.
  • Analyzed customer accounts to identify and resolve disputes.
  • Created and maintained weekly reports using Excel tools.
  • Investigated and resolved customer complaints in a timely manner.
  • Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
  • Engaged with clients to ensure active involvement in decision-making processes, enhancing client satisfaction.
  • Responded promptly to emails and CQL tickets concerning dispute resolution.
  • Maintained accurate records of all dispute activity on customer accounts.
  • Engaged directly with clients to fulfill requests, resolve conflicts, and direct non-customer service related inquiries to appropriate department and personnel.
  • Resolved disputes by issuing credits or refunds when appropriate.

SENIOR PROCESS EXECUTIVE

INFOSYS BPM PVT LTD
Bengaluru
02.2014 - 04.2019
  • Performed remote troubleshooting to rectify broadband performance and connectivity issues.
  • Mentored and trained new hires in the process.
  • Managed failed retest conversations with B2B clients.
  • Addressed and cleared faults on broadband network through timely completion of assigned action items.
  • Investigated basic issues and escalated more complicated concerns.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Resolved customer complaints in a timely manner while maintaining a positive attitude.
  • Engaged in dialogue with clients to comprehend their needs, resolve problems and respond to inquiries.

Education

Bachelor of Computer Applications -

Karnataka University Dharwad
05-2010

Skills

  • Project Management
  • Disputes Management
  • Coaching and Mentoring
  • Scope Definition
  • Agile Methodology
  • Project tracking
  • Customer Relations
  • Scope Management
  • Risk Management
  • Team Bonding
  • Events
  • Handling confidential documents
  • Communication skills

Certification

  • Certified Scrum Master
  • Certified Associate Project Management Trained
  • Agile Scrum Foundation
  • Six Sigma Yellow Belt training
  • Advanced Excel, Formulas & Functions
  • Basics of JIRA
  • Basics of Power BI

Timeline

PROGRAM & PROJECT MANAGEMENT ANALYST

ACCENTURE INDIA PVT LTD
10.2024 - Current

PROGRAM & PROJECT MANAGEMENT ANALYST

ACCENTURE INDIA PVT LTD
12.2021 - 09.2024

SENIOR PROCESS ASSOCIATE

CAPGEMINI INDIA PVT LTD
05.2019 - 11.2021

SENIOR PROCESS EXECUTIVE

INFOSYS BPM PVT LTD
02.2014 - 04.2019

Bachelor of Computer Applications -

Karnataka University Dharwad

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