Implementation of Collaborative Job Posting
Project Goal: Implementation of a collaboration feature on an online job board that enables multiple job posters to assign and collaborate on a job posting.
Project Duration: 10 months
Collaborated with: Product Managers and Development Teams
Responsibilities: Full service delivery consisting of Project Planning (including project timelines, project plan, project requirements, project risk mitigation measures) and Design Documents, Project Monitoring, User Acceptance Testing
Results: Increased engagement from job posters, which resulted in higher job post volume and increased candidate interest.
Migration of Legacy Data System
Project Goal: To migrate and upgrade an Enterprise Client’s legacy data source to configure with our SaaS platform and integrations.
Project Duration: 10 months
Collaborated with: Integration Engineers, Development Teams, and Cybersecurity consultants
Responsibilities: Full service delivery consisting of Project Planning (including project timelines, project plan, project requirements, project risk mitigation measures) and Design Documents, Project Monitoring, User Acceptance Testing
Results: Achieved up to 90% automation of manual user onboarding, which saved endless hours of internal resources
Migration of Virtual Data Center
Project Goal: To migrate an Enterprise client’s entire environment including UAT and Live environments, into a localized data center, to comply with data requirements.
Project Duration: 1 year, 1 month
Collaborated with: Integration Engineers, Configuration Engineers and Development Teams
Responsibilities: Full service delivery consisting of Project Planning (including project timelines, project plan, project requirements, project risk mitigation measures) and Design Documents, Project Monitoring, User Acceptance Testing
Results: Achieved 100% compliance with the client’s contractual data requirements, which resulted in client retention and an increase in user onboarding
Implementation Of Multi-Factor Authentication
Project Goal: Implement a national multi-factor authentication system into a SaaS platform for a government client with 150,000 users.
Project Duration: 7 months
Collaborated with: Product Teams, Development Teams, Configuration Engineers, and 3rd party vendors
Responsibilities: Full service delivery consisting of Requirements gathering, Project Timelines, Project Plans and Design Documents, Project Monitoring, User Acceptance Testing
Results: Increased user adoption rates for our Client and client retention while achieving a 100% compliance adherence to national requirements
Upgrading Service Excellence in Customer Service
Project Goal: To help a Web3 Startup improve failing Customer Satisfaction (CSAT) scores and effectively streamline the department’s workload for burnt-out customer service professionals
Project Duration: 5 months
Software Used: Zendesk, Hotjar, Asana
Responsibilities: Identified key areas of concern, such as Retention and User Experience, using data analysis tools such as Hotjar. Utilized CRM applications such as Zendesk Explore to extract data to analyze and optimize accurate categorization of incoming tickets for better data analysis.
Results: Increased CSAT (Customer Satisfaction Score) from 65% to 85% which enabled us to expand our services internationally. This was done through Zendesk data analysis, active team coaching, and creating feedback loops. Decreased FRT (First Response Timing) from 5 minutes to 1.5 minutes.
Knowledge Management For AI Chatbot
Project Goal: Develop a comprehensive knowledge base to include detailed information on each segment of the Customer life cycle and inquiry. This KB would also be used for the implementation of our AI chatbot.
Project Duration: 4 months
Collaborated with: Customer Success and Service teams
Responsibilities: Created, maintained, and edited 150+ articles in our external Knowledge Base from CRM data to educate Customers and Clients on: Cryptocurrencies & Blockchain, Banking Processes, Compliance & Regulations, Product Management, Trading and more.
Results: Decreased average ticket resolution time by 40% which enabled an increase in first-response timing by 25% across all customers.
Digital Software Transformation
Project Goal: To help an institutional client digitally transform and automate their Resource & Vendor Management department to increase audit trail and scale business processes effectively
Project Duration: 18 months
Collaborated with: Audit and Compliance, Procurement and Engineering Teams
Responsibilities: Defining project goals, outlining current processes, process mapping, product supervision, implementing change management, and product launch
Results: Achieved a 25% cost optimization by digitizing work processes, and achieved a 100% adherence to the project goal of audit & regulatory compliance by implementing Change Management & Process mapping. Additionally, I optimized and digitized work processes to reduce human intervention and improve overall cost efficiency.
Employee Retention & Manpower Management
Project Goal: To enhance employee retention and optimize manpower distribution across business units by leveraging data-driven insights, streamlining HR operations, and implementing workforce planning strategies
Project Duration: 11 months
Responsibilities: Applied data analytics techniques to uncover key attrition trends and departure patterns across multiple business units. Collaborated with cross-functional stakeholders to recommend workflow enhancements and human capital strategies that align with enterprise-wide operational goals.
Conducted quantitative assessments of team capacity and workload distribution across departments. Developed and implemented a dynamic manpower planning model to ensure optimal staffing levels, improve shift efficiency, and meet real-time client SLAs.
Results: 25% reduction in voluntary attrition within 3 months of implementing structured resignation surveys and feedback loop. 30% improvement in manpower utilization through data-informed redistribution of staff across under- and over-staffed departments. 95% alignment of staffing levels to service demand, achieved by implementing a dynamic rostering system based on real-time client needs.
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