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Hi, I’m
REJI CHRISTOPHER
Program Manager
Navi Mumbai
Summary
Accomplished Program Manager with extensive experience in developing and implementing program strategies that drive efficiency, reduce costs, and increase impact. Proven track record in establishing and maintaining relationships with key stakeholders, resulting in increased funding and program impact. Skilled in mentoring and coaching teams to improve satisfaction scores and retention rates.
Overview
17
years of professional experience
3
years of post-secondary education
1
Certification
3
Languages
Work History
TELUS InternationalNAVI MUMBAI
Program Manager
06.2023 - Current
Job overview
- TELUS International is a Canadian technology company which provides
- IT services and multilingual customer service to global clients
- Interacted with customers and clients to identify business needs and requirements.
- Implemented structured feedback system, providing constructive guidance and support to team members for skill improvement
- Acted as a coach and mentor, nurturing junior team members by identifying knowledge and skills gaps and implementing targeted development plans
- Developed and maintained positive customer relationships by introducing customer feedback monitoring process which improved customer satisfaction by 15%
- Created a centralized reporting dashboard that provides information on KPIs across 40 projects, enabling leadership to make informed decisions about resource allocation
- Increased productivity within the department by over 80%; streamlined processes and improved customer satisfaction scores.
TELUS International, Navi MumbaiNAVI MUMBAI
Project Manager
01.2020 - 05.2023
Job overview
- Researched industry best practices in support of training development and program content
- Participated in vendor selection and management process for program initiatives
- Projects managed:
- Developed and initiated projects, managed costs, and monitored performance.
- Planned, designed, and scheduled phases for large projects.
- Sentiment Analysis: Identifying emotions/sentiment in text
- Executed large scale project for leading food brand who wanted to analyze polarity and emotion of food05
- Managed Sentiment Analysis projects for Clients on Tweets, Call centre conversations and handled projects on text categorization and classification
- Computer Vision: Image/vision analysis to enable systems to infer insights from videos and images
- Managed project of collecting images in huge volume and annotating them for renowned technology giant
- Worked on image and video segmentation, object tracking, image classification and OCR projects Data Collection: Gathering data in images/audio/video for training machine Handled large scale audio collection project and image collection for technology giant
- Linguistic/NLP It helps computers understand, analyze, and process human language to derive meaningful insights from it Responsible for transcribing audios and transcreating them in different languages for the most used search engine creator along with other projects on
- Part of speech tagging, Tokenization, Adding/Removing Punctuation
- ACHIEVEMENTS
- What are you most proud of?
- Supervised a team of 25 colleagues to meet demanding productivity targets, completing 76% of deliverables ahead of schedule
- Resolved audio quality issues which led to delivering good quality output for a high-value project
- Multitasked on up to four projects simultaneously without compromising service quality, achieving 98% client satisfaction rating in 2021
Lionbridge Technologies LLPNAVI MUMBAI
Project Manager
05.2017 - 12.2019
Job overview
- Met project deadlines without sacrificing build quality or workplace safety.
- Monitored project performance to identify areas of improvement and make adjustments.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed project status updates to stakeholders and executive management.
- Prepared and submitted project invoices for review and approval.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
HexaWare, Navi Mumbai
Quality Specialist
01.2016 - 01.2017
Job overview
- Recommendations to management for improvements
in operational efficiencies - Recorded findings of inspection process, collaborating
with quality team to implement corrective actions. - Monitoring random calls to maintain quality of every
interaction - Provided regular updates to team leadership on quality
metrics by communicating consistency problems or
production deficiencies. - Maintained and revised procedural lists, trained
recruits, and comply with all company policies,
processes, and procedures - Reviewed and resolved discrepancies in received data
and performed data verification routines by company
procedures - Educated employees on specific QA standards and
confirmed maintenance of standards - Promoted adherence to quality standards by educating
personnel on quality control.
Housing LtdNAVI MUMBAI
Pre-Sales Executive
03.2015 - 10.2015
Job overview
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Organized product demonstrations and trial installations of equipment to promote products.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
- Utilized creative problem-solving skills to overcome technical challenges in the sales process.
- Contributed additional revenue to sales plans through resale opportunities.
SmartglanceMumbai
Support Manager
09.2011 - 12.2014
Job overview
- Working with IT department of clients for proper
implementation of software and providing support for
any issues arising thereafter - Making reports and calls with Clients for smooth
functioning of application - Created, prepared and delivered reports to various
departments. - Making calls on references provided by customer
for sales. Cold calling and giving demo of product either
online or onsite Meetings with Clients and Engineers
and testing of new upgrades - Set priorities and problem-solved workflow issues to
maintain rapport with customers and managers
Prepared agendas and took notes at meetings to
archive proceedings - Set aggressive targets for employees to drive company
success and strengthen motivation - Cultivated positive rapport with fellow employees to
boost company morale and promote employee
retention - Planned, created, tested, and deployed system life
cycle methodology to produce high-quality systems to
exceed customer expectations.
Tech MahindraMumbai
Technical Support
02.2007 - 12.2010
Job overview
- Got training in Irish Accent, started as customer
support, and as backed by excellent performance and knowledge - Was given responsibility to handle two
escalation profiles - Interacting with clients, Retailers in Ireland
- Handling two teams, making reports and calls with Clients for smooth functioning of two departments
- Provided Tier 1 IT support to non-technical internal
users through support services - Resolved diverse range of technical issues across
multiple systems and applications for customers and
end-users across various time zones.
Education
EIILM UniversityIndia
Bachelor of Arts from English
07.2009 - 06.2012
Skills
Project Planning Budget MonitoringProcess Optimization Requirements AnalysisStakeholder Management Data AnalysisJira Asana SharepointGoogle suite AWS
Performance monitoring
Policy and procedure improvements
Team leadership and direction
Documentation proficiency
Program leadership
Additional Information
- Technology A B C D E F E q e S z
Accomplishments
- Supervised a team of 25 colleagues to meet demanding productivity targets, completing 76% of deliverables ahead of schedule
- Documented and resolved audio quality issues which led to delivering good quality output for a high-value project
- Multitasked on up to four projects simultaneously without compromising service quality, achieving a 98% client satisfaction rating in 2021
Certification
Prince2 Practitioner
Interests
Planning Events
Timeline
Prince2 Practitioner
11-2023
Program Manager
TELUS International
06.2023 - Current
Project Manager
TELUS International, Navi Mumbai
01.2020 - 05.2023
Project Manager
Lionbridge Technologies LLP
05.2017 - 12.2019
Quality Specialist
HexaWare, Navi Mumbai
01.2016 - 01.2017
Pre-Sales Executive
Housing Ltd
03.2015 - 10.2015
Support Manager
Smartglance
09.2011 - 12.2014
EIILM University
Bachelor of Arts from English
07.2009 - 06.2012
Technical Support
Tech Mahindra
02.2007 - 12.2010