Utkarsh Agrahari
Bangalore
Summary
Results-driven professional with a proven track record in strategic planning and project management. Demonstrates high productivity and efficiency in task completion, leading teams to achieve organizational goals. Expertise in transforming complex business requirements into scalable software solutions, ensuring timely delivery and optimized performance.
Overview
11
11
years of professional experience
3
3
Certification
Work History
Senior Manager - Operations
Milestone Internet Private Limited
Bangalore
10.2023 - Current
- Established effective communication channels among departments to enhance collaboration.
- Assisted senior leadership in formulating long-term strategic plans for organization.
- Analyzed data from diverse sources to identify trends and areas needing attention.
- Executed comprehensive project management tasks, ensuring timely achievement of objectives.
- Utilized software tools for efficient project management and design visualization.
- Developed and tested software implementation strategies for multiple clients.
- Evaluated technology factors related to cost, portability, and usability for decision-making.
- Maintained product backlogs, prioritizing items based on business value.
- Developed comprehensive automation scripts using Selenium WebDriver framework.
- Designed integrated AI automation and agentic framework elevating overall business process efficiency employing tools including Bolt.new, Superbase, Perplexity, Statisfy.ai, Stella AI, Grok 3 AI Agent, and Gamma.app
CS Ops Manager / Program Manager
BirchStreet System Pvt. Ltd.
Noida
09.2021 - 10.2023
- Established data quality checks within Salesforce, Jira, Smartsheet, BirchStreet, and PL/SQL.
- Conducted customer experience analysis using Power BI, Tableau, and advanced data visualization techniques.
- Defined critical client health metrics to enhance productivity and visibility across Customer Success Organization.
- Developed analytical forecasts for account health based on transactional and behavioral patterns.
- Managed NPS survey programs in collaboration with Customer Success leadership.
- Facilitated client meetings and participated in Scrum sessions for project management.
- Coordinated cross-functional teams throughout project lifecycles to ensure alignment and efficiency.
Project Support Engineer
DELL Technologies
Bangalore
11.2015 - 09.2021
- Collaborated with Software Engineers, Architects, and Product Managers to deliver innovative projects based on architectural excellence.
- Transformed complex business requirements into software, ensuring timely delivery of scalable applications.
- Utilized Google Spreadsheet, MS Excel, PowerPoint, Tableau/Power BI, Salesforce, and SQL Server for data analysis and visualization.
- Enhanced ELT process by identifying case intake and providing data insights for SLT decision-making.
- Supported operational functions of Social Media and Community teams to drive engagement.
- Managed a team of 12-15 professionals dedicated to maintaining IT infrastructures for top enterprise clients.
- Delegated tasks effectively while motivating team members to achieve high performance under pressure.
- Encouraged continuous improvement among team members to meet challenging targets.
Business Analyst
Barclays Shared Services
Noida
09.2014 - 10.2015
- Conducted data collection through research, observations, surveys, and tools like Salesforce and SQL.
- Collaborated with teams to analyze data, identifying patterns to enhance efficiency and minimize risk.
- Partnered with software development, product management, and customer service teams to create Barclays Mobile Banking App for improved user accessibility.
- Worked alongside senior project manager to implement process changes based on market trends and customer needs.
Associate - Product Management
HCL Technologies
Noida
02.2014 - 08.2014
- Collected data through research and observation to inform decision-making.
- Assisted project and quality control teams in identifying process disconnects.
- Gathered customer feedback via anonymous surveys to enhance service delivery.
- Analyzed customer feedback and reported findings to quality control and project management teams using Excel for data visualization.
Education
B.Tech (Electronics & Instrumentation Engineering) -
College of Engineering & Rural Technology
Meerut, Uttar Pradesh07-2013
Intermediate Certificate (12th Class) - PCM
Naval's National Academy
Gorakhpur, Uttar Pradesh06-2009
High School Diploma -
Naval's National Academy
Gorakhpur, Uttar Pradesh06-2007
Skills
- Project management methodologies
- Software implementation
- Data analysis and visualization
- Process automation improvement
- Agile metrics tracking
- Sprint planning
- Kanban, BRD, FRD, SOW, risk assessment
- Business intelligence
- Waterfall methodology
- Scrum methodologies
- Customer relationship management
- Cross-functional collaboration
- Strategic planning and evaluation
- Performance metrics reporting
- Team leadership coaching
- Effective communication skills
Software/Tool Skills
Power BI, DAX, Power Query, SQL, PL SQL, SmartSheet, Statisfy.ai, Totango, Salesforce, JIRA with Confluence, MS Visio, Tableau, Bolt.new, Supabase, Gamma.app, Perplexity, ChatGPT, Prompt engineering, MS Co-pilot, Lovable & Figma
Certification
- Google-certified data analytics professional
- Google-certified project management professional
- Certified Scrum Master (PSM 1) by Scrum.org
Affiliations
- Recognized by Birch Street System for delivering a project on data elements that help the organization assess the health of their customers, their module usage, BI dashboard, and metrics for quality control
- Awarded the DELL Silver Award for outstanding performance in escalation management and streamlining processes for ELT/Legal escalations
- Awarded Barclays Best Employee of the Quarter for delivering a project to reduce customer contact by offering alternate solutions, i.e., Barclays Mobile Banking App
Languages
Hindi
Native language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Senior Manager - Operations
Milestone Internet Private Limited
10.2023 - Current
CS Ops Manager / Program Manager
BirchStreet System Pvt. Ltd.
09.2021 - 10.2023
Project Support Engineer
DELL Technologies
11.2015 - 09.2021
Business Analyst
Barclays Shared Services
09.2014 - 10.2015
Associate - Product Management
HCL Technologies
02.2014 - 08.2014
B.Tech (Electronics & Instrumentation Engineering) -
College of Engineering & Rural Technology
Intermediate Certificate (12th Class) - PCM
Naval's National Academy
High School Diploma -
Naval's National Academy
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