Mezaan Al Rehman
Project Manager - Lead
Bengaluru
Summary
Collaborative Project Manager with an experience of 15+ years in managing business operations with effective project management skills and expertize in leading all phases of diverse technology projects and project operations. Demonstrated history of working with large scale Infrastructure Transformation projects in Information Technology(Storage and Cloud) and successfully implementing SAAS applications to lead high-performing teams, gather requirements, and coordinate with cross-functional teams.
Overview
18
18
years of professional experience
6
6
Certifications
Work History
Project Manager - Lead
Sprinklr
11.2023 - Current
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Developed comprehensive project plans with clear timelines and milestones, ensuring timely delivery of high-quality results.
- Provided detailed project status updates to stakeholders and executive management.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Optimized project schedules, identifying critical path tasks and reallocating resources to maintain momentum.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Project Manager
Dell Technologies
06.2022 - 11.2023
- Led cross-functional teams to implement SaaS applications in alignment with product vision and business objectives.
- Manage full services of a wide range of Dell EMC product projects.
- Gathered requirements, developed scope, and coordinated inventory to ensure timely delivery of high-quality products.
- Responsible for providing leadership and direction to my project management team, as well as creating goals and ensuring they are in line with the company's objectives.
- Allocating resources across projects, ensuring that each project is staffed with the right team members and resources.
- Identifying and implementing process improvements to improve the effectiveness and efficiency of my team's project management methods.
- Report to senior leadership on the status of my team's projects, including progress, risks, and issues, on a regular schedule.
- Managed complex, high-value projects with strong planning skills to ensure successful project completion.
- Monitored project progress, identified risks, and took corrective action as needed.
- Developed and initiated projects, managed costs, and monitored performance.
- Planned, designed, and scheduled phases for large projects.
Associate Manager
DXC Technology
03.2020 - 06.2022
- As a Project Manager for a professional services company, my responsibilities included the overall direction and success of the practice including the management to attain revenue and contribution margin goals and work closely with the sales and marketing teams, key vendors and technical resources.
- It also included all aspects of project management like project scope definition, risk management, adaptable project scheduling, resource management, and consistent project documentation and reporting.
- Supporting Delivery Manager and deployment team members in all aspects of Project Management with the goal of deploying products and fully building and deploying steady state operations capabilities at a client side.
- Lead the development, documentation, and deployment of build, operations, and transfer processes for each client and ensured metrics -based process reporting.
- Analyze IVR data and customer feedback to identify opportunities for improvement and enhance the overall self-service experience.
- Regular reporting to applicable managers, executive team, and the client as required.
- Audit, monitor and lead correction process to ensure project and resource data is maintained consist entry in accordance with standards and methodologies.
- Monitor call queues, analyze real-time and historical data, and make adjustments to optimize queue performance.
- Utilized reporting tools to generate regular performance reports, highlighting KPIs and providing actionable insights to drive performance improvements.
- Actively participate in resolution of issues and conflicts, internally as well as with clients and other vendors.
- Implement skills-based routing to ensure that calls are directed to the most appropriate agents based on their expertise and availability.
- Monitored real-time and historical data, conducted data analysis, and made adjustments to optimize call queues and improve service level.
- Analyzed and reported on key performance metrics to senior management.
- Understood key metrics, such as service level, average handle time, first call resolution, customer satisfaction and optimized it enhance the overall customer experience.
Enterprise Sr Associate
Unisys Global Services - India
02.2013 - 03.2020
- Identified, reviewed and applied policies and procedures.
- Developed and managed client relationships, providing regular project updates and ensuring customer satisfaction throughout the project lifecycle.
- Monitored and managed project risks, identifying potential issues and mitigating them to ensure project success.
- Coordinated team activities, including resource allocation, project planning, and scheduling, to ensure timely delivery and high-quality products.
- Oversaw high profile projects for by planning, designing, and scheduling phases.
- Drove team success through shared vision and recognition of quality performance.
- Oversaw and guided the team in gathering and documenting customer requirements, ensuring that the product being developed met customer needs and expectations.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Maintained open communication by presenting regular updates on project status to customers.
- Developed and maintained project documentation, including project plans, status reports, and risk assessments, to ensure accurate and up-to-date project information.
Customer Care Coordinator
Ocwen Financial Solutions
11.2011 - 01.2013
- Managed billing, service and account issues for customers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Senior Technical Support Executive
Infinite Computer Solutions
12.2010 - 09.2011
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Resolved system, hardware and telephone issues within defined SLAs, improving efficiency among departments.
- Used ticketing systems to manage and process support actions and requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Senior Technical Support Associate
Dell International Services
04.2008 - 04.2009
- Conducted in-depth product and issue resolution research to address customer concerns.
- Collaborated with colleagues in both domestic and international support facilities.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Translated complex technical issues into digestible language for non-technical users.
Sr Customer Support Associate
Convergys
10.2006 - 02.2008
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Exceeded goals through effective task prioritization and great work ethic.
- Served customers and followed outlined steps of service.
- Oversaw daily operations to ensure high levels of productivity.
- Identified issues, analyzed information and provided solutions to problems.
Education
Bachelor of Technology -
Alpha Institute of Management & Technology Science
Skills
Advanced problem solving
Project planning and development
Risk Assessment Analysis
Project Scheduling
Analytical skills
Problem solving and Organizing structure
Communication
Assess project risks and opportunities
Stakeholder Management
Cross-Functional Collaboration
Certification
PMP® - Project Management Professional (3214055)
Timeline
Project Manager - Lead
Sprinklr
11.2023 - Current
Project Manager
Dell Technologies
06.2022 - 11.2023
Associate Manager
DXC Technology
03.2020 - 06.2022
Enterprise Sr Associate
Unisys Global Services - India
02.2013 - 03.2020
Customer Care Coordinator
Ocwen Financial Solutions
11.2011 - 01.2013
Senior Technical Support Executive
Infinite Computer Solutions
12.2010 - 09.2011
Senior Technical Support Associate
Dell International Services
04.2008 - 04.2009
Sr Customer Support Associate
Convergys
10.2006 - 02.2008
Bachelor of Technology -
Alpha Institute of Management & Technology Science
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