Program and Project Management Leader

I lead project-based operations, service delivery, and process-improvement engagements for startup clients and businesses. I translate business requirements and operational challenges into actionable project plans, workflows, SOPs, KPIs, and execution frameworks.

I identify bottlenecks and process gaps across workflows, systems, tools, and business operations, then implement improvements to strengthen delivery. I also provide project and monthly-retainer support, coordinate stakeholders and contributors, and deliver operations consulting, project execution, process improvement, and business-tool training.

I led and coached a 20-member team responsible for operational execution and service delivery for more than 3,000 customers. I managed program planning, milestones, dependencies, risks, issues, priorities, and stakeholder communication.

I maintained 98% SLA adherence through performance monitoring, quality controls, and structured operational governance. I improved resolution speed by 30% through workflow redesign, automation, root-cause analysis, and process optimization; improved pipeline readiness by 25%; and managed more than 1,000 monthly quality audits.

I led a 12-member team supporting more than 10,000 customers while maintaining over 96% SLA adherence and over 93% CSAT. I coordinated workflows, priorities, dependencies, and delivery requirements across Sales, Product, Academic, and Operations teams.

I built KPI dashboards for SLA performance, service quality, recurring issues, and team performance. I reduced recurring operational issues by 17% through root-cause analysis and workflow improvement, and led escalation management, resource planning, workload coordination, coaching, KPI reviews, and performance management.

I managed operational issues, customer escalations, and resolution workflows through structured stakeholder follow-up. I coordinated actions and issue resolution across internal stakeholders to maintain service continuity and execution quality.

I identified recurring operational issues and supported process-improvement initiatives to improve consistency, resolution effectiveness, and operational execution.

Master of Technology in Electronics and Communication Engineering.

Bachelor of Engineering in Applied Electronics and Instrumentation Engineering.