CiscoProgram Manager for CPE-BPM WCCS (World Class Customer Service)
Apr. 2015 - Aug. 2017Gurgaon• Analyzing project needs including project plans & delivery schedules, establishing project management strategies and recommending the appropriate level of planning, scheduling, and control
• Establishing & monitoring the SLA’s, KPI’s , identifying improvement areas and implementing adequate measures to maximize CSAT
• Defining best practices, Developing, implementing, and managing comprehensive project plan and ensuring completion of milestones within deadlines and budget
• Managing project issues and potential risk with increased focus on cost, schedule, scope and business • Developing processes for effective implementation and developing internal audit processes and sanity check to ensure strict adherence to the implementation guidelines
• Managing all stakeholders (Top Management) and vendors for an on-time and glitch-free implementation of the Project. • Mapping requirements and providing clients with best solutions including evaluation and definition of scope of project; finalizing project requirements, managing the deployment phase of projects/programs of varying complexity and accomplishing it on time and within budget
• Supervising the entire project implementation from RFP stage to go live support. • Administering the transitioning of project/program to specific teams within Cisco; which entails defining engagement process for the transition and preparing the teams for RTB
• Monitoring to ensure that team meets productivity and quality standards as well as timely delivery
• Negotiating SLAs for projects, analyzing user requirements and statistics to identify trends and resolve performance issues
• Managing client interaction for requirement gathering, finalizing functional specifications, knowledge transition & execution, Proactively building and maintaining strong customer relationships; maintaining consistent communication & managing customer needs & expectations by meeting project timelines
• Point of escalation for the process teams