N SOPHIA DIANA

A highly motivated and results-driven professional with over 16 years of expertise in Marketing Research, Client Relations, Stakeholder Management, Team Leadership, and Problem Solving.

• Collaborated with stakeholders to oversee project timelines, ensuring timely and successful project completion.
• Works closely with cross-functional teams, such as IT and Quality Assurance, to ensure smooth project/production execution and alignment.
• Tracked quality metrics and managed FTE capacity planning for new initiatives, spearheading process improvements to enhance operational effectiveness.
• Partners with the technology team to optimize processes and prevent production delivery issues.
• Skilled in managing multiple projects, including resource allocation, process optimization, and cost-saving initiatives
• Enhanced processes by suggesting steps that improved SLA time and reduced manual work.
• PowerBI Dashboard that helps the Senior leader to take necessary steps for process improvement.

• Led and managed a team of 15 members, who worked on the product analysis for USA client and provided guidance, support, and mentorship to ensure project goals were met.
• Conducted regular performance reviews and set goals for team members, leading to individual and team growth, and ensured team members had the necessary resources to succeed.
• Developed and implemented team strategies that improved overall efficiency and productivity, resulting in a 100% increase in team performance during less than 80% staffing.
• Collaborated with offshore management to define project objectives, scope, and requirements, and ensured teams were aligned with these goals.
• Identified cost-saving opportunities and managed risks by implementing process improvements.
• Collaborated with onshore Delivery leads to identify project requirements, scope, and risks, resulting in successful project outcomes and ensured project deliverables met their expectations.

• Managed Team of 8 to 11 members who handle US Coca-Cola Categories, by monitoring the weekly deliverable and guiding the team to meet weekly metrics.
• Onboarded 5 new business projects from onshore to offshore portfolio, enhancing service capacity from 2014 to 2018.
• Expert in terms of Products and services, CPG industry, retail environment.
• Trained new offshore associates on process knowledge and provided regular refreshers on the entire process flow.
• Monitored and organized audit reports, ensuring compliance across all processes with a focus on operational integrity.
• Completed the transition of the Coke database from the old platform to the new platform in 2019.
• Managed end-to-end operations, addressing client inquiries and facilitating timely achievement of requirements.
• One point of contact. Taking Ownership on tasks/queries which come from multiple stakeholders, brand Manager and various Operational teams.
• Ensured quality and timely completion of all projects.
• Worked as Quality Analyst and prepared documents for Audits; Have Knowledge in Fishbone Analysis, Pareto Chart, RCA, FMEA, BCP, and PMS.