Key Skills
Stakeholder Management
- Experience Across Organizational Levels:
- Representative Level: Effective communication of guidelines, policies, and procedures to ensure clear understanding and business continuity.
- Supervisor/Lead Level: Collaborating with team leaders, providing insights through group stats and individual reports, aiding in action plans and performance follow-ups.
- Manager Level: Presenting high-level initiatives to account managers and directors, creating action plans leveraging KPIs like NPS and CSAT.
- Director and C-level: Managing positive professional relationships with Directors, VPs, and COOs, ensuring timely deliverables and alignment with business goals.
- Managing Expectations:
- Professional documentation through meeting minutes and post-meeting summaries.
- Negotiating timelines, sample sizes, deliverable expectations, and analysis depth with stakeholders.
- Utilizing a RACI matrix to determine stakeholder roles and maintain project lifecycle alignment.
- Maintaining Stakeholder Alignment:
- Conducting regular meetings to address roadblocks and risks.
- Weekly stakeholder meetings and follow-up meetings with smaller audiences for clarity.
- Emphasizing kickoff meetings, follow-up meetings, and lessons learned sessions for continuous improvement.
Business Process Improvement
- Lean Six Sigma Projects:
- Led "Atlas Alerts" project, implementing a "2-step verification" process for monetary transactions, reducing human error by 45% and eliminating contractual penalties.
- Led a project for Capital One, improving the Auto Navigator CSAT and NPS by reducing effort to find website information from 17 clicks to 5.
- Tools and Techniques:
- Utilized Pareto charts, Ishikawa diagrams, Impact Effort Matrix, Hypothesis testing, and Design thinking for project success.
Requirements Gathering
- Techniques:
- Stakeholder Analysis: Creating stakeholder maps and communication plans.
- Interviews and Workshops: Conducting detailed interviews and collaborative workshops.
- Surveys and Questionnaires: Collecting quantitative data from larger audiences.
- Observation and Shadowing: Understanding end-user context and implicit requirements.
- Document Analysis: Reviewing existing documentation for background information.
- User Stories:
- Using the format "As a [role], I want [goal], so that [benefit]" for Agile-friendly requirements gathering.
- Visualization Tools:
- Employing wireframes, prototypes, flowcharts, and diagrams for clear visual representation.
- Iterative and Incremental Approach:
- Adopting Agile methodologies and establishing feedback loops for continuous improvement.
- Clear Communication:
- Providing regular updates and ensuring documentation is clear and jargon-free.
- Tool Utilization:
- Using JIRA, Confluence, Trello, Lucidchart, and Visio for effective requirement management and visualization.
Effective Communication in Remote/Hybrid Environments
- Experience:
- Extensive experience with teams across different locations and time zones.
- Consistent communication practices, including regular updates and meetings.
- Leveraging technology for seamless collaboration and team engagement.
Change Management
- Strategies:
- Gathering leadership support before cascading changes.
- Conducting meetings to address resistance and gather support from higher levels.
- Using ADKAR model for change management: awareness, desire, knowledge, ability, and reinforcement.
Payroll Management:
- Managing payroll processes for over 150 FTEs, ensuring timely and accurate payments.
- Reporting novelties and logging worked hours accurately.
- Maintaining payroll accuracy and compliance through meticulous oversight.
Data Analysis:
- Analyzing complex data sets to identify trends, make informed decisions, and drive business strategy.
- Creating dashboards (Excel, Power BI, Tableau), generating reports, and providing actionable insights.
KPI/Performance Management:
- Developing, implementing, tracking, and reporting on key performance indicators to drive organizational performance and achieve business goals.
Planning:
- Strategic planning, resource allocation, and project scheduling to ensure efficient operations and successful project outcomes.
- Ensuring on-site and remote employees have necessary tools and resources.
- Managing physical resources for effective training sessions.
- Efficiently allocating team members, planning leaves, and ensuring task coverage.
Account Management:
- Managing client accounts, fostering positive relationships, and ensuring client satisfaction.
- Over four years of leadership experience managing diverse teams.
- Structured team management with multiple layers of supervision.
- Fostering a collaborative and high-performance team environment.
- Regular client sync-ups, performance updates, and essential information communication.
- Negotiating deadlines and deliverables, creating presentation decks, and leading meetings to showcase progress and process improvements.
Project Management:
- Leading projects from initiation to completion, utilizing methodologies like Scrum to deliver on time and within budget.
- Creating Gantt charts, Kanban, and Work Breakdown Structures (WBS) for project tracking.
Risk Management:
- Identifying, assessing, and mitigating risks to ensure project success and organizational stability.
- Implementing and managing FMEA matrices to identify, prioritize, mitigate, and manage risks while developing CAPA (corrective and preventive actions) for effective risk management.
