Oversaw Post-Production Support
Managed Services and customer support teams were instrumental in facilitating the post-production phase, ensuring that all aspects of deployment were handled effectively.
Enhancing Customer Experience and Loyalty
Customer Satisfaction(CSAT)
Achieving High Customer Satisfaction
It's essential to focus on delivering exceptional experiences to customers. This involves understanding their needs and expectations, and consistently meeting or exceeding them to foster loyalty and positive word-of-mouth.
Addressing Issues Promptly
Timely resolution of customer complaints is crucial. By addressing issues as they arise, businesses can minimize dissatisfaction and demonstrate a commitment to customer care, which can positively impact overall satisfaction scores.
Key Project Milestones
Identifying and celebrating key milestones in customer projects can enhance satisfaction. These milestones provide opportunities to reflect on progress, gather feedback, and make necessary adjustments to improve experiences.
Effective Leadership Strategies for Team Success
Leadership and Team Management
Extensive Span of Control
Managed a span of control encompassing over 75+ individuals, demonstrating strong leadership capabilities in directing large teams toward common goals.
Diverse Team Oversight
Oversaw various teams including implementation teams, business analysts, program managers, QA,
Direct Supervision of Managers
Provided direct supervision to 5 managers, ensuring effective management practices and leadership development within the team.
Collaboration with R&D and Product Teams
Liaised with R&D teams, product owners, and customer support teams at the highest levels, fostering collaboration to ensure customer success.
Key Achievements in Sales Collaboration
Collaboration with Sales
Collaboration with Sales Teams
Successfully collaborated with Sales and Sales Enablement teams to drive growth and achieve strategic objectives, ensuring alignment across departments
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Exceeding Revenue Targets
Surpassed revenue targets both personally and for the team, demonstrating effective sales strategies and teamwork that contributed to overall success.
Presidential Club Award Recognition
Received the prestigious Presidential Club Award for outstanding performance in securing a strategic customer deal in the APAC market, highlighting exceptional sales skills.
Significant Revenue Achievement
Secured a customer deal that exceeded $10 million, showcasing the potential for substantial financial impact through effective sales collaboration.
Adopting SAFe for Enhanced Project Management
Transition to Agile Methodology
Shift from Traditional to Agile
The project has moved from a traditional waterfall methodology to a SAFe (Scaled Agile Framework) approach, which promotes adaptive planning and evolutionary development.
Enhancing Flexibility
By adopting Agile practices, teams can respond swiftly to changes and adapt to evolving project requirements, leading to a more dynamic workflow.
Enhancing Software Quality through Collaboration and Standards
Industry Best Practices
Established industry best practices for unit testing
Unit testing is a critical practice that ensures individual components of software function correctly. By adhering to established best practices, our team significantly improved code quality and reduced the number of bugs in later stages of development.
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3 Enforced strict code review practices
Strict code reviews are essential for maintaining high standards in code quality. Our team established a thorough review process that minimizes errors and ensures that all code meets predefined quality standards before merging
Developed a robust common automation framework
Creating a common automation framework has streamlined our testing processes. This framework not only improves reliability but also increases efficiency, thus reducing the time needed for regression testing.
Implemented pair programming
Pair programming enhances collaboration and knowledge sharing among developers. By working in pairs, our team was able to produce better quality code, foster innovation, and improve team dynamics.
Built a strong partnership with the customer's user acceptance team
Collaboration with the user acceptance team allowed us to align our development efforts with customer expectations. This partnership has been crucial in delivering a product that meets user needs and enhances user satisfaction.
Enhancing Service Quality through Effective Metrics
Comprehensive KPI and SLA Suite
Articulation and Negotiation of KPIs
A thorough articulation and negotiation process was undertaken to establish a set of key performance indicators (KPIs). These KPIs were designed to align with business objectives and provide a clear measurement framework for performance evaluation.
Transparency Provided to the Customer
The KPIs were crafted to ensure transparency for the customer, allowing them to track progress and performance in real-time. This openness facilitates trust and enhances customer satisfaction.
Maintenance of SLAs as per MSA
The service level agreements (SLAs) were meticulously maintained in accordance with the Master Service Agreement (MSA), ensuring compliance and alignment with contractual obligations.
Implementation of Measures for Quality Service Improvement
Measures were implemented that significantly enhanced the quality of service. These improvements were both measurable and transparent, providing clear evidence of increased service quality to stakeholders.
