SHIFFA AGGARWAL
Noida
Summary
Accomplished Senior Technical Program Manager with a proven track record at Expedia and Samsung, enhancing customer experiences and operational efficiency through Agile Project Management and cross-team collaboration. Spearheaded the deployment of ChatGPT-powered services and led significant cost-saving initiatives, demonstrating strong leadership and Java expertise.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Technical Program Manager
Expedia
Gurgaon
04.2024 - Current
- Working on delivering self-serving capabilities to enhance traveler experience for post-booking flows in Expedia’s Virtual Agent with the goal to increase self-service, reduce agent costs, reduce unknowns
- Collaborated with Product & Engineering to execute self-service improvements across flight & lodging units.
- Initiated deployment of a new service powered by ChatGPT, enabling creation of Intelligent Agents for better traveler experiences.
- Developed intelligent platform capabilities including tools agent, summarization, multi-agent, and experimentation support.
- Handling 6 teams end to end; working on quarterly planning, roadmap creation for the teams, outlining delivery milestones, feature deliveries, identifying and mitigating risks and ensuring delivery of high quality features
- Led the delivery of various features in the Lodging space such as enabling Package/cancel rebook for the travelers, enabling lodging change in voice channel, enabling lodging change for dates, room, occupancy for bookings with insurance with estimated annualized savings of around ~$1M
- Worked on the Vrbo domain by enabling the Message to Host feature for travelers feature where travelers can communicate with hosts directly for their servicing needs instead of contacting an agent who then needs to reach out to the host with annualized savings of ~745K
- Rolling out identification experience for Vrbo US travelers on voice thus providing agents with some upfront traveler details and helping reducing Agent Assigned time by 120 seconds per agent call
Technical Program Manager |||
Expedia
Gurgaon
06.2022 - 03.2024
- Spearheaded the launch of Expedia’s OneKey Rewards for Traveler and Agent Virtual Agent in the US.
- Focused on providing agent capabilities in the Virtual Agent in the Flights domain by enabling the agents to support change, cancel flight reservations on traveler’s behalf on both chat and voice channels
- Enhanced Expedia VA post-booking services for 10 partners, integrating cancellation and refund features.
- Decreased dropout rates by not requiring upfront authentication for keychained travelers on Expedia and HCOM US platforms.
Technical Program Manager (Senior Lead Engineer)
Samsung India Electronics Pvt Ltd
Noida
04.2019 - 05.2022
- Oversaw the development, planning, and commercialization of new smartphone and tablet launches for North America and Canada using Agile methodology.
- Facilitated discussions with major telecom operators in the US and Canada for product roadmap creation, feature commercialization, requirement finalization, product releases and approval.
- Managed collaboration with cross-functional teams across Korea, the USA, Canada, and North America.
- Led commercialization of Dual Sim feature with Esim support for US and Canada Operators in S21, Note 20, and S20 models.
- Handling of Android 12 OS Upgrade for S20, S20 +, S20 ultra family for US and Canada Carriers
- Optimized scope based on chipset, branch, firmware, application version, carrier and MVNOs to minimize testing costs.
- Established channel with B2B teams across US, Canada, and Korea to initiate Beta Launch of new OS on flagship series such as S21, S20, and Note 20.
Technical Program Manager
Samsung India Electronics Pvt Ltd
04.2016 - 03.2019
- Worked on Launch of new Mediatek chipset A21 Series in partnership with 3rd party vendor Wingtech
- Successful delivery of O OS Upgrade of S8, S8+ Series
- Core Member of team for launch of Samsung Pay in India
- Improvising existing processes and activities through quarterly brain storming sessions and coming up with better solutions
- Travelled to Samsung Headquarters Twice to learn North America and Canada Carrier Processes
Engineer
Samsung India Electronics Pvt Ltd
07.2014 - 03.2016
- Worked as R&D Engineer for Software Development of new launch and OS upgrades of smart phones and tablets
- Major focus area: Java, Front end, device settings, also involved in mobile testing and Quality check part
- Gained complete knowledge of Product life cycle Development, implementing and validating carrier requirements, assisting creation of detailed, comprehensive test plans
Education
B.Tech - IT
India Gandhi Institute of Technology, GGSIPU
05.2014
Class 12th -
Shah International School
Class 10th -
Shah International School
Skills
- Agile Project Management
- Agile Scrum Methodology
- Lean Implementation
- Project Management
- Product Management
- Risk Management Assessment
- Schedule Management
- Resource Alignment
- Customer Engagement Strategies
- Team Building
- Mentoring
- Conceptual thinking
- Program implementation
- Leadership
- Cross Team Collaboration
- Java
- Spring Boot
- Kotlin
Certification
- ScrumAlliance Certified Scrum Master, 001183403
- ISTQB Basic Certification
Awards
- Employee of the Year, 2020
- Best Project Award for project Galaxy A21 -US T-Mobile
- Best Squad Award for successful launch of Samsung Pay In India
- Best Project Award for S8/S8 + Canada
- Employee of the Month, 2018
Extracurriculars
- Reading Books
- Playing sports
Accomplishments
· Employee of the Year [2020]
· Best Project Award for project Galaxy A21 -US T-Mobile
· Best Squad Award for successful launch of Samsung Pay In India
· Best Project Award for S8/S8 + Canada
· Employee of the Month [2018]
Timeline
Senior Technical Program Manager
Expedia
04.2024 - Current
Technical Program Manager |||
Expedia
06.2022 - 03.2024
Technical Program Manager (Senior Lead Engineer)
Samsung India Electronics Pvt Ltd
04.2019 - 05.2022
Technical Program Manager
Samsung India Electronics Pvt Ltd
04.2016 - 03.2019
Engineer
Samsung India Electronics Pvt Ltd
07.2014 - 03.2016
- ScrumAlliance Certified Scrum Master, 001183403
- ISTQB Basic Certification
B.Tech - IT
India Gandhi Institute of Technology, GGSIPU
Class 12th -
Shah International School
Class 10th -
Shah International School
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