N Shankar

Project Summary

Apex Analytix Supplier Portal - A single, central supplier hub for every supplier, Client policies, and integration with 100% Source-to-Pay systems.

• Assisted account executives with strengthening client relationships through targeted solutions.
• Design, develop and implement workflows for the functionality in apex portal and present them to key stakeholders.
• Enhance high-impact business process improvement projects as per the proposed wireframes.

Project Summary

• As a technical project manager-managed and implemented the Nice WFM solution to retired the Teleopti WFM program as per the SDLC Process. The overall saving on workforce analyst FTE costs by 25%. Improved the agent satisfaction scores to 30%, Automated 99% of processing for self-service schedule changes.
• Application and Program migration from In-house Dialing tool (Qorus) to LiveVox (cloud) based dialing tool. Increased the collection and the agent's performance thus resulting in revenue growth of up to 20%.
• Acted as Product Owner in Requirement Analysis, Design, and Implementation. Palo –Alto firewall integration with an in-house product to automate delegation UI and Openfire chat solution (Spark) with customized features as per compliance guidelines for 15k agents across the board.

Responsibilities

• Direct Project management initiative from conceptualization through Development, Implementation, and management.
• Partner with key stakeholders to identify and execute Cross-functional goals.
• Define Timelines, Budgets, KPIs, Deliverables, and milestones; Allocate resources.
• Manage Internal and external Contractors and staff throughout the project life cycle.
• Build strong, lasting relationships and strategic partnership through exceptional client service; serve as a primary point of contact for Client communication.
• Work together with the Product Owner to plan and execute projects.
• Assisted team to remove impediments by having an understanding they required.
• Collaborate with the Product Management in defining the Product Vision.

Project Summary

• Instrumental in a project to automate the cisco ICM scripting and Organization movement with zero error (Offshore iQor – Jersey City, USA).
• Cutover 12k users to TeQ21 platform. (Cisco, Asterisks, and VDI Thin Client technology) to remove the traditional AVAYA hard phone with the standard desktop. (Offshore iQor – Cyber City teleservices inc Philippines).
• Bio-metric roll-out In-house solution Coordinated in biometric technology rollout across all centers to eliminate agent manual login process on Thin-Client to 20 iQor sites.
• WorQbar ( Ip-Blue Softphone for Dialer) Involved in migrating the agents to custom softphones for dialing thus removing hard phones to minimize the cost.

Responsibilities

• Managed a global Application support/helpdesk team (10 Members). Spreader across the Philippines and India.
• Escalation management, identify problematic areas, and implement strategic solutions in time.
• Worked on training, coaching, and mentoring the assigned resources to deliver to the best of their ability on their skills and supported them on documentation and communication with stakeholders.
• Worked on tracking user stories, business workflows, conducted daily meetings to track and monitor performance, along with continuous Risk/Issue assessments, and implementing mitigation strategies.

• Enterprise application/windows server support. Software, Hardware, security management for Windows NT, 2000 & 2003 environment.
• Tracked, analyzed, and monitor technology performance metrics.
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.

Project

• RBS (Royal Bank of Scotland) (Gurgaon: Onsite) 600 Desktops, Servers, and application deployment.

Responsibilities

• Outsourced for Infrastructural Deployment Desktop/Server on RBS (Royal Bank of Scotland) Project.
• Investigated and addressed server system issues to enhance usability and improve functionality.