Narayan Shukla
Navi Mumbai
Summary
Accomplished Project Management Specialist with 18 years of experience in Customer Service and Operations Management, recognized for exceptional team leadership and resource coordination. Demonstrates strong adaptability and task prioritization skills, ensuring timely project delivery through effective supervision and agile problem-solving. Proven communicator skilled in stakeholder negotiation, fostering collaboration to drive project success. Eager to apply extensive expertise within a forward-thinking organization that values innovation and technology.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
1
1
Certificate
Work History
Associate Project Manager
Lionbridge Technologies
Navi Mumbai
08.2023 - Current
- Managed day-to-day operations of projects while ensuring successful completion within established deadlines.
- Coordinated the efforts of internal and external teams to ensure successful delivery of projects.
- Monitored progress against established milestones and adjusted resources accordingly.
- Provided regular status updates to senior management regarding progress on active projects.
- Negotiated contracts with vendors for materials needed for successful completion of projects.
- Facilitated team meetings to review project goals, objectives, deliverables, and timelines.
- Maintained accurate records of all project documents including meeting minutes and change requests.
- Reviewed deliverables prior to release ensuring they meet quality standards set forth by the organization.
- Provided technical support as needed throughout the duration of each project cycle.
- Conducted meetings and prepared reports to communicate project status with internal and external stakeholders.
- Participated in professional development opportunities to stay current with industry trends and technologies.
Associate Team Lead/Subject Matter Expert/BPO2
Tata Consultancy Services
Thane
10.2015 - 06.2023
- Worked for Leading Telecom service provider in Australia.
- Handling a Team of 20 FTE and more .
- Got trained on Telecom services product and activation.
- Maintaining SLA/AHT/Attrition/Shrinkage/Schedule Adherence.
- Auditing calls for quality and compliance purpose as mentioned by client.
- Attending weekly client calibration call
- Maintaining data of challenges faced by agents and providing resolution.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimize team operations.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Managing the flow of Day-to-Day operations.Taking Escalation call.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Developed business continuity programs and contingency plans based on risk approach.
Subject Matter Expert/Quality Analyst
Wipro BPO
Navi Mumbai
01.2007 - 09.2015
- Process :Worked for one of largest Group Health Insurance Provider's in United States.
- Roles and Responsibilities: Audited calls & provided feedback to agents. Conducted Quality Sessions for new hires in Training which included discussing Quality Program and taking Mock Calls along with Customer care Representatives. Conducted up training for sub-processes. Maintained regular Interaction with Client on Quality Calibration call. Assisted agents who were not meeting targets for quality and Shared updates on regular interval (process based) helping them to achieve their Target successfully. Audited calls for On-shore agents.
- Worked as part of UES Improvement project (VVT) Listening to calls and providing timely feedback to agents Maintaining data and actionable for Outliers Provided support for training in terms of training up-training batches
- Key Achievements: Have always been consistent on quality and accuracy. Appointed as floorwalker during On Job Training session of Trainees Mentoring for Newly Hired Trainees.
- Regular Dipstick conducted, ensuring proper process update.
- Handling Escalation supervisor calls.
- Helping agents understand the American accent and culture, listening to live calls by barging and side-jacking, and providing feedback.
- Assisted new hires in achieving their on-the-job training phase, and helped them achieve their AHT, quality, and UES (survey) scores. Helping them with queries during the OJT phase also ensured that all associates cleared their OJT with good scores.
- Conducted one-on-one feedback sessions with associates. I helped them with listening to recorded calls and coached them to improve their communication skills. Maintained the associate scorecard to track improvement. Conducted briefings and daily huddles for the team. Conducted refresher training, handled escalation calls, and educated the team on handling irate or dissatisfied customers.
Education
Bachelor of Science - PCB
06.2003 - 05.2006
H.S.C - SCIENCE
06.2002 - 05.2003
S.S.C - General
06.1999 - 05.2000
Skills
- Proficient in Microsoft Office Suite
- Fluent in English, Hindi, and Marathi
- Effective Communication
- Multiple Domain Knowledge including Health insurance ,Telecom ,IT Application Support, IT compliance Audits
- Adaptability in Dynamic Environments
- Committed Professional
- Team building, leadership, service level agreements
- Overseeing daily activities, project scheduling, task delegation
- Project resource recommendations, Project planning, and management
- Client relationships,Reporting and documentation
- Project planning oversight
- Meeting coordination
- Schedule coordination
- Project resource assessment
- Schedule management
- Project monitoring, Service Level Agreements, Overseeing Daily Activities
Timeline
Associate Project Manager - Lionbridge Technologies
08.2023 - Current
Associate Team Lead/Subject Matter Expert/BPO2 - Tata Consultancy Services
10.2015 - 06.2023
Subject Matter Expert/Quality Analyst - Wipro BPO
01.2007 - 09.2015
BUNDELKHAND UNIVERSITY - Bachelor of Science, PCB
06.2003 - 05.2006
S.N.JUNIOR COLLEGE - H.S.C, SCIENCE
06.2002 - 05.2003
Navi Mumbai High School - S.S.C, General
06.1999 - 05.2000
Certification
- Certified Project Management Associate
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