Sakshi Kanda Sahni

Project Execution & Delivery:

• Successfully managed and delivered multiple complex technical projects, ensuring seamless integration and minimal downtime during deployment, consistently exceeding stakeholder expectations.
• Managed IT projects from initiation to closure, ensuring on-time and within-budget completion while adhering to stringent quality standards.
• Led network transformation projects, including infrastructure consolidation and hardware upgrades, demonstrably enhancing network efficiency and reliability.
• Directed changes to project scope and cost, implementing effective change management processes to maintain project momentum and budget adherence.

Strategic Planning & Alignment:

• Developed and implemented strategic IT plans that directly aligned with and supported overall company goals, driving significant improvements in operational efficiency.

Tool & Methodology Expertise:

• Leveraged Jira, GitHub, Git, and Asana to establish comprehensive project tracking, task management, and workflow optimization, fostering seamless communication and collaboration across development teams.
• Expertly configured and maintained Jira dashboards and reports, providing executive leadership with real-time visibility into project progress, team productivity, and key performance indicators (KPIs) aligned with Statements of Work (SoW).
• Implemented Agile (Scrum, Kanban) and Lean Six Sigma methodologies to drive iterative development and continuous improvement, significantly enhancing project efficiency and team performance.

Risk Management & Problem Solving:

• Proactively identified potential risks and issues throughout project lifecycles, implementing effective mitigation strategies to ensure project resilience and adaptability.

Communication & Stakeholder Management:

• Engaged effectively with cross-functional teams (developers, QA engineers, business analysts) to define project requirements, manage expectations, and resolve complex issues, fostering a collaborative and productive environment.
• Established and maintained effective communication channels with stakeholders, ensuring transparency, alignment of expectations, and timely dissemination of project updates
• Presented regular, insightful status reports to executive leadership, highlighting progress towards key milestones and providing data-driven recommendations.

Continuous Improvement & Lessons Learned:

• Led post-project reviews and retrospectives to capture lessons learned and drive continuous process improvements, contributing to the development of best practices and enhanced project delivery.

Project & Program Leadership:

• Led a complete portfolio of projects, encompassing budgeting, planning, vendor selection, and execution, ensuring on-time and within-budget delivery.
• Spearheaded end-to-end program delivery, managing estimation, risk, scope, time, resources, quality, and change to meet internal and external objectives.
• Headed Project Management and Product Management teams, driving automation initiatives that improved existing processes and procedures.
• Managed third-party relations, including vendor assessment, relationship building, contract management, negotiation, and commercial assessment, optimizing vendor performance and cost-effectiveness.
• Drove continuous improvement initiatives by leveraging Lean methodologies to optimize processes, resulting in measurable gains in efficiency and productivity.

Team Leadership & Management:

• Led and managed a team of 65-70 members, including Team Leads, Business Process Analysts, and Senior Team Members, providing mentorship and setting service standards to ensure excellent service delivery.
• Managed resource planning, technical direction, effort estimation, tracking, and risk mitigation across the team, ensuring efficient allocation of resources and proactive risk management.
• Developed employee competency through targeted training programs, performance monitoring, and a rigorous appraisal process, fostering a high-performing and engaged workforce.
• Conducted recruitment interviews to attract top talent and built a skilled and motivated team.

Business Development & Client Management:

• Successfully pitched new business opportunities, contributing to company growth and revenue generation.

Quality Assurance & Process Improvement:

• Ensured effective quality assurance and overall program integrity by focusing on internal consistency and alignment with infrastructure planning, interfaces, and corporate standards.
• Implemented project plans within predefined budgets and deadlines, consistently meeting or exceeding project goals.
• Performed both on-site and off-site tasks, including the design, specification, and integration of products/services, ensuring seamless project execution.

Project Planning & Execution:

• Developed comprehensive project schedules with defined milestones, due dates, and resource allocation plans, ensuring alignment with management objectives and facilitating timely project approvals.
• Led cross-functional teams to successful project completion by fostering a collaborative environment and effectively managing team member contributions.

Process Improvement & Quality Management:

• Streamlined processes and achieved client-recognized process improvements through the implementation of a strategic plan, consistently exceeding targets.
• Implemented and managed a robust Root Cause Corrective Action/Preventive Action (CAPA) process, significantly reducing customer returns and associated financial impact.
• "Utilized quality tools to identify process inefficiencies and initiated targeted corrective actions, resulting in measurable improvements in service quality and efficiency.
• Developed and implemented effective quality management systems that ensure consistent high-quality service delivery and adherence to client-defined standards.
• Proactively analyzed existing processes, identifying opportunities for enhancement and implementing improvements to optimize efficiency and service quality.

Client Relationship & Recognition:

• Cultivated strong client relationships by proactively addressing customer requests and fostering a customer-centric environment, resulting in repeated client recognition.
• "Received multiple Client Recognition awards for optimizing project processes and streamlining operations."
• Successfully managed client relationships with Keurig Dr Pepper (KDP), TiVo, and AT&T.

People Management & Leadership:

• Managed day-to-day operations, including staffing, training, and quality control, ensuring consistent performance and adherence to key deliverables.
• Maintained high team morale and fostered strong working relationships, creating a supportive environment that maximized team member impact and project success.

Specific Achievement Highlight:

• Successfully managed the Cisco Domain Migration project for HCL, Cisco, and Bank of America, ensuring zero access disruption.

• Managed the Quality Team of Quality Analyst (10 Q.A) and Operation team (50 engineers approximately) simultaneously
• Diligently worked in close collaboration with the management towards quality metrics and making the QA team aware of the quality matrix to help resolve all the queries
• Trained & mentored new members, prepared various operational reports, audit form and taking sessions for overall process improvement
• Awarded as Best Quality Analyst for several times within a span of 3 years

• Independently managed inbound and outbound calls, providing timely resolution for queries, imparted training/mentoring new team members to maintain accuracy and quality of customer service
• Assisted Team Manager as a Process Expert in administrative functions such as organizing workflow, queue management and query resolution
• Consistently scored as a top performer in CSAT Parameter (Customer Satisfaction Score)

• Analyzed improvement areas in the process and implemented the improvement ideas to minimize the error and process time thereby maximizing customer satisfaction level
• Managed the incidents & complaints management process and ensured that a root cause analysis is completed on all incidents, complaints and corrective/preventive actions completed timely and accurately
• Awarded as Best NPS Achiever multiple times by client