Jira
Tarkeshwar Pandey
Manager / Business Consultant / Scrum Master
Faridabad,India
Summary
Certified Scrum Master and Business Consultant with 15 years of experience applying Agile Scrum Methodology, Business Analysis, Exceptional Planning and Problem-Solving Abilities. Strongly believes in empiricism & lean thinking. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Manager /Business Consultant
Polinsys
New Delhi, Delhi
11.2018 - Current
- Identifying and documenting business requirements in form of customer journeys and user stories.
- Work with business stakeholders in requirement prioritization and rationalization.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Identify & remove impediments to ensure consistency during sprint.
- Worked on to add few value propositions in existing CRM to get all information and documents directly by end customers. This has bring down documentation team's effort by 30%.
- Worked with internal and external stakeholders in finalizing solution to meet requirements.
- Exhibited values and principles of agile mindset.
- Responsible for integrated Policy Administration System and Digital Applications. Innovate out of box to accomplish business practices and customer satisfaction.
- Responsible for organizing product training and target operating model.
Deputy Manager /Business Analyst
Resbird Technologies Pvt. Ltd. (Amadeus)
New Delhi, Delhi
03.2017 - 11.2018
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
- Worked with HRBP to improve employee engagement activities and reduced attrition below 8%.
- Coordination across teams / platforms, ensuring project requirements are understood by teams and solution meets requirements.
- Executed analysis of risks and identified risk mitigation strategies.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
Assistant Manager / Business Analyst
Go Ibibo Pvt. Ltd.
Gurugram, Haryana
01.2016 - 02.2017
- Highlighted capability gaps to operation team.
- Identified and resolved issues and conflicts within program, projects and project management community and with other stakeholders.
- Managed project steering committee meetings, cross function meetings and other key project meetings effectively to achieve objectives.
- DSATs scrubbing enhanced NPS & CSATs to 51% and 95% respectively.
- Identified major quality issues while answering calls and suggest viable solutions.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Identified opportunity areas and worked on viable solutions.
- Redesigned Process Flows’ to ensure quick FCR.
- Brought down escalations drastically by creating 'Internal Escalation Desk'.
Assistant Manager /Customer Success Specialist
Yatra Online Pvt. Ltd.
Gurugram, Haryana
10.2012 - 01.2016
- Effectively gathered requirements for CRM / Web.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Conducted business process modeling and generate applicable scenarios for technology functionality testing team.
- Reduced financial discrepancies to minimize threats to health and productivity of business.
- Brought down financial losses under 30 K by providing automated ticketing calculations in CRM.
- Successfully established 'Escalation Desk' to check potential escalations at project level and resolve as per guidelines.
Team Leader - CRM Operations
Interglobe Technologies Pvt. Ltd.
Gurugram, Haryana
02.2007 - 10.2012
- Tracked key metrics and developed spreadsheets and data models.
- Improved operations through consistent hard work and dedication.
- Effective trainings has improved quality to 95%.
- Ticketing losses reduced to 10 K.
- Guiding and coaching new hires in team.
- Identify relevant training needs & ensure effective implementation.
- Identify opportunity areas and communicate this to stakeholders with viable solutions.
Education
MBA - Marketing
IGNOU
New Delhi 04.2007 - 03.2010
Bachelor of Science -
University of Delhi
New Delhi 05.2001 - 04.2004
Skills
Scrum Master
Business Analysis
Stakeholder Management
Process Improvement
Empiricism & Lean
Escalation Management
Communication
Operations
Recruitment
Accomplishments
- Managed Wallet Integration (eCash) in Yatra.
- Ticket auto cancellation project in Yatra to save losses by NHTs.
- Chat process Optimization in Go Ibibo (Reduce call volume by by building AI for generic queries like invoices, tickets and refund details.
- Email optimization where AI can send product details to clients.
- Participated in 2 black belt projects where Escalation & Ticketing losses were drastically reduced.
- Recognized with ‘Employee of the Quarter’ twice in Yatra.Com.
- Received the Go Getter Award for outstanding contribution in the process Improvement.
- Rewarded for generating multiple new ideas for process improvement.
Certification
Licensed [CSM - Certified Scrum Master]
Software
SQL
MS Office
MS Visio
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Manager /Business Consultant
Polinsys
11.2018 - Current
Deputy Manager /Business Analyst
Resbird Technologies Pvt. Ltd. (Amadeus)
03.2017 - 11.2018
Assistant Manager / Business Analyst
Go Ibibo Pvt. Ltd.
01.2016 - 02.2017
Assistant Manager /Customer Success Specialist
Yatra Online Pvt. Ltd.
10.2012 - 01.2016
MBA - Marketing
IGNOU
04.2007 - 03.2010
Team Leader - CRM Operations
Interglobe Technologies Pvt. Ltd.
02.2007 - 10.2012
Bachelor of Science -
University of Delhi
05.2001 - 04.2004