Vandana Dwivedi

• Working with one of the esteemed client (Palo Alto Networks) on a contractual role.
• Leading services projects as part of an delivery cycle ensuring all deliverables are met and delivered on time with in an allocated budget.
• 20+ projects per quarter to success resulting in increasing services deals pipeline.
• Increased general departmental CSAT (customer satisfaction) results by 5% quarterly.
• Manage project teams, both external partners and internal staff
• Building and executing project work plans and revising them to meet changing needs and requirements.
• Building and executing project work plans and revising them to meet changing needs and requirements.
• Building and executing project work plans and revising them to meet changing needs and requirements
• With project partners, helping to ensure the definition of project scope, requirements, and deliverables are met.
• With project partners, helping to ensure the definition of project scope, requirements, and deliverables are met
• Effectively applying company methodology and implementing the project standards.
• Maintain regular communication with customers; addressing needs through empathy with their environment. Delivery cycle, including handling all deployment resources and ensuring that all deliverables are met and delivered on time and under budget.
• Driving customer deployment projects including program and process initiatives, as well as partnering with IT teams on systems and infrastructure processes.
• Maintain regular communication with customers; addressing needs through empathy with their environment.
• Define activities responsibilities critical milestones resources skills needs interfaces and budget. Optimize costs and time utilization to minimize waste and deliver projects on time and budget as per the contract and agreed scope with a high-quality result.
• Conduct requirements analysis, requirements elicitation scope control and prioritization based on customer needs and scope change management.
• Identify risks and mitigation strategies and implement them to manage simple small projects/ modules.
• Proactively identify any dependencies that might impact the project KPIs. Obtain agreement with dependency owners and closely track them on the plan.
• Identify and closely track the risks in the project and follow the escalation path.
• Document the risks and issues in the project communicate them to all relevant stakeholders and closely track the impact.
• Tailor organization quality guidelines and benchmarks to meet specific project quality requirements and processes.
• Demonstrated experience with Portfolio Management tools (Clarizen, Asaana and SFDC).

Achievements:

• Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost effectiveness.
• Prepared automated dashboards and reports for the ODC team to manage their project effectively and senior management to maintain the effectiveness of he resource.
• Top 5 highest revenue generator and CSAT scorer with in ODC team of Palo Alto Networks.

• Manage 50+ resources team and 5 product line. Majorly focusing on highest revenue product mapping and managing its developments and enhancement for SaaS re-branded product life cycle.
• Follow Agile methods to plan, estimation and forecasting client requirements into sprints.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverable, schedules and conflicts. Established criteria for each milestone within product road-map as means to measure developmental progress.
• Developed and initiated projects, managed costs, and monitored performance. Reined in project costs while meeting key milestones.
• Drove team success through shared vision and recognition of quality performance. Tracked project and team member performance closely to quickly intervene in mistakes or delays.

Achievements:

• Delivered 5 new product lines for vertical business expansion.
• Increased DAU to 35% capacity keeping tech scale and infrastructure in check with technical architecture team.
• Increased revenue mix and derisk major dependency on core product by designing parallel solutions with high adoption and easy customer experience.

• Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.
• Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
• Worked with clients post-implementation on user testing, debugging, support and maintenance.
• Provided support during customer implementations and applied industry best practices.
• Record and classify received Incidents and undertake immediate effort in order to restore failed IT Service as quickly as possible with help of developers.
• Manages internal team on their day today Project implementation tasks.

Achievements:

• Standardized day-to-day operations for all stakeholders and designed system design to help team function under no/zero supervision.
• Design user journeys for post implementation experience and made design for better customer advocacy.

• Responsible for Managing Major incident situations while working on Siebel CRM. Performed periodic reviews with teams.
• Drive service improvement programs in process.
• Bridging of calls with Operations and clients during Major Incident and Escalated Incidents.
• Resource scheduling according to business forecast.
• Managing SLA's of program to maintain billing cycle and penalty on process by client
• Providing real time solution on issue occurs in program.
• Manages internal team to maintain SLA's of program.
• Project, Responsibilities as Sr Technical Support:
• Manages internal team to maintain SLA's of tickets.
• Dealing with U.S, Canada and Indian Consumer and Commercial sector to troubleshoot technical issues with Dell Computers.
• Providing process training to new agents to hit production floor.
• Responsible for Escalation Management of process.
• Participating in meeting for Process Development and changes.
• Providing level 2 support to New agents and customers.

Achievements:

Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

• Onboarded new temps by entering into Salesforce and setting up in time clock.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Participated in team-building activities to enhance working relationships.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Providing process training time to time to internal team and new hires.

• Working with MIS and handling Booking and Retail reports. Action plan reports and working on action plans for improvement of process
• Handling sales, manpower and managing employee productivity. Generating customized report and maintaining attendance
• Providing support to internal team to improve their performance.
• Mentored and guided employees to foster proper completion of assigned duties.Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.