Sagar Jagdale

• Ensured 2 project teams lived Agile values and principles and followed client-required processes and practices.
• Spearheaded core Agile ceremonies in team environments: Sprint Planning, Daily Stand-up, Sprint Review, Story Refinement, and Sprint Retrospectives.
• Coordinated and collaborated with others product teams related to o project dependencies and relationships.
• Removed obstacles and managed risks to enable team efficiency and effectiveness.
• Supported product owners with respect to grooming and maintaining product backlogs.
• Ensured 100% of Scrum activities were tracked, kept up to date, and reported.
• Worked on Jira application; created user stories for Customer Onboarding project.
• Worked on ServiceNow application; created change requests for deployment.
• Used dashboards to keep summary of ongoing activities.
• Provided extensive guidance on Agile scrum processes and methodologies to highly effective teams with goals of improving quality and productivity.
• Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
• Content updation using AEM.

• Day to day management of change requests in relation to the project plans to ensure agreed deadlines are met.
• Participate in design, functional specification document, sequence diagram review meetings to ensure all solutions are aligned to pre-defined architectural specifications.
• Led 10+ Agile Scrum teams dedicated to developing the Money transfer application on AWS cloud infrastructure by leveraging Java/Spring boot framework.
• Managed core Agile ceremonies in team environments: Sprint Planning, Daily Stand-up, Sprint Review, and Sprint Retrospectives.
• Coordinated and collaborated with others product teams related to project dependencies and relationships.
• Ensured that 100% of impediments, and blockers were identified, communicated, and resolved.
• Supported product owners with respect to grooming and maintaining product backlogs.
• Managed and reported on 100% of the tasks and activities assigned to the Scrum teams.
• Prepared API contract along with design architect to form a logical design structure.
• Worked on Jira application; created user stories for cloud migration project.
• Worked on ServiceNow application; created change requests for cloud deployment and production bug fixes.

• Collecting, understanding, and transmitting the business requirements for the project, and translating these into functional specifications and detailed test plans.
• Analyze and document business processes.
• Document workflows and results of business analysis and obtain sign-off from client on the specifications.
• Liaising between the business users and technologists to exchange information in a concise, logical and understandable way.
• Day to day management of change requests in relation to the project plans to ensure agreed deadlines are met.
• Participate in design, functional specification document, sequence diagram review meetings to ensure all solutions are aligned to pre-defined architectural specifications

• Developed and implemented robotic process automation (RPA) solutions to automate manual processes, reducing the time it takes for employees to complete tasks by up to 80%..
• Conducted business analysis and requirements gathering to support the development of new applications and enhancements to existing systems.
• Analyzed business requirements from multiple stakeholders including executive leadership, project managers, IT teams and end users in order to identify areas of improvement through automation.
• Collaborated with technical resources on implementation projects related to RPA implementations including developers, infrastructure engineers and other stakeholders across the organization.

• Management of 55 associates for serving customer complaints received via email channels.
• Built strong relationships with customers through positive attitude and attentive response.
• Handling second level escalations calls if associate not able to manage.
• Attending and presenting monthly reviews with team performance.
• Analyses daily performance indicators and encourage awareness and performance improvements.
• Coordinated weekly meetings for internal and external groups.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Implemented new working processes to deliver multiple improvements.
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Worked with colleagues to create prototypes for designs and training materials
• Built strong relationships with customers through positive attitude and attentive response.
• Mentored and guided employees to foster proper completion of assigned duties.
• Initiated timely response to emails, voicemails and written correspondence.

• Management of 20+ associates for serving Consumer Durable customer complaints received via email, phone, web channel
• Trained and supported new team members, maintaining culture of collaboration.
• Worked varied hours to meet seasonal and business needs.
• Improved customer satisfaction by quickly and effectively addressing inquiries and complaints. Assigned tasks to lower-level personnel based on qualifications and skills set.
• Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.

• Created solutions for customers to satisfy specific needs, quality
• Served customer complaints received via email channels and processed incoming and outgoing mail to support office staff.
• Greeted customers and offered assistance for increased customer satisfaction.
• Processing and managing second level queue of Grievance Redressal to solve end customers complaints
• This involves self-processing of queries and getting the queries resolved from team members.

• Managed customer relations through communication and helpful interactions.