Rashmi Kothari
Brampton,ON
Summary
Dynamic and customer-centric Project Manager with 9 years of experience in operational organization and strategic client relationship building. Adept at leading teams, ensuring project ownership, and driving business-oriented solutions. Proven in resource management, budget adherence, and problem-solving to optimize project outcomes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program/Project Manager (IT)
Qodequay technologies - Remote consultant for Lonza, Switzerland
03.2022 - 12.2023
- Managed project artifacts with strict adherence to standards and version control.
- Presented detailed project reports with strong communication skills.
- Conducted meticulous financial management, analyzing variances for accurate budget tracking.
- Oversaw technical change requests (RFCs) for timely project delivery.
- Built robust stakeholder relationships, resolving conflicts tactfully.
- Proactively identified risks, supported team success, and recommended process improvements.
- Utilized Microsoft Suite, Jira, Confluence, and other tools for streamlined project processes.
- Demonstrated effective decision-making within established processes, monitoring project timelines.
- Implemented Agile, enhancing efficiency and cutting costs.
- Led benefit realization management, preparing and presenting monthly/weekly data insights to clients and internal stakeholders.
- Optimized project management via Agile methods, enhancing efficiency and team collaboration.
Operations/Project Manager (IT)
Clarion Technologies Pvt Ltd
10.2019 - 03.2022
- Developed and managed project artifacts, ensuring compliance and version control.
- Proactively identified risks, formulated action plans, and supported team success.
- Prepared detailed financial reports and monitored budget tracking meticulously.
- Managed technical change requests for seamless project delivery.
- Generated diverse reports, supported special projects, and facilitated team achievements.
- Recommended strategies for project performance improvement and healthcare delivery enhancement.
- Streamlined operations, reducing project completion times through efficient planning.
- Played a crucial role in decision-making, focusing on deliverables, timelines, and risk coordination.
- Streamlined operational processes by identifying inefficiencies and implementing effective solutions.
Team Lead, Service Delivery
TTEC India (Formerly Motif India Infotech pvt. Ltd)
03.2016 - 05.2019
- Ascended from Customer Support to Operations Team Lead at TTEC.
- Drove operational excellence, fraud identification, and process/system enhancements.
- Produced precise communications for supervisors and conducted client reviews.
- Managed teams, resolved issues, and led pilot projects for product improvement.
- Advised senior management on operational impact and profitability.
- Oversaw performance reviews, fostered team productivity and managed budgets.
- Orchestrated rewarding ceremonies, optimized tasks, and ensured policy compliance.
- Coordinated interdepartmentally, prioritized data security, and advised clients strategically.
- Implemented cost-saving strategies and streamlined processes while managing events.
Customer Support Executive
Vodafone India Service Pvt Ltd
10.2010 - 01.2011
- Piloted UK-based customer support via email and chat (International process).
- Trained extensively in UK Telecom Industry specifics.
- Enhanced customer satisfaction by resolving inquiries and complaints efficiently.
- Optimized support processes for faster issue resolution and boosted customer loyalty.
Customer Support Executive
Motif India Infotech Pvt Ltd (TTEC)
11.2008 - 08.2010
- Provided email and chat support for UK-based eCommerce clients.
- Developed a web-based help guide using HTML for streamlined chat processes.
- Researched and resolved customer issues empathetically.
- Assisted with account information and provided necessary access.
- Conducted training and offered support across various areas.
- Analyzed client requirements and translated them into service solutions.
- Delivered email/chat assistance and customer satisfaction surveys.
- Assisted in setting up multiple pilot processes.
- Adapted high-quality customer service to system and product changes.
Software Engineer
Gateway Technolabs Pvt Ltd
01.2007 - 04.2008
- Multifaceted role across Software Development, Testing, Business Development.
- Developed various tools using .NET (Ads system, CMS, Service provider site).
- Expertise in website design, coding, and UI styling within tier architectures.
- Conducted system analysis, designed databases, and built admin/user modules.
Education
Post-Graduate Certificate in Project Management - Project Management - Information Technology
Algoma University
Brampton, ON12.2023
Bachelor of Engineering in IT - Information Technology
Nirma Institute of Technology (Gujarat University)
Ahmedabad, India06.2007
Diploma in Information Technology - Information Technology
Shri B. S. Patel Polytechnic (Technical Education Board)
Mehsana, Gujarat06.2002
Skills
- Communication Skills
- Analytical Thinking
- Relationship Building
- Conflict Resolution
- Tool Proficiency (Microsoft Suite - Office, Visio, Sharepoint, Teams; Productivity Tools - JIRA, Confluence, TFS, Monday, Remedy, Tableau)
- Risk Management
- Meeting Facilitation
- Strategic Thinking
- Decision-Making
- Process Adherence
- Procurement and Vendor Management
- Business analysis
Personal Information
Title: OPERATIONS/PROGRAM/PROJECT MANAGER
Languages
English
Native or Bilingual
Gujarati
Native or Bilingual
Hindi
Full Professional
Certification
- PMP - Project Management Professional (pursuing)
- Graduate Certificate in Project Management - Algoma University
- Certified Scrum Master (CSM)
- HIPAA (for US client FOCOS - expired)
Timeline
Program/Project Manager (IT)
Qodequay technologies - Remote consultant for Lonza, Switzerland
03.2022 - 12.2023
Operations/Project Manager (IT)
Clarion Technologies Pvt Ltd
10.2019 - 03.2022
Team Lead, Service Delivery
TTEC India (Formerly Motif India Infotech pvt. Ltd)
03.2016 - 05.2019
Customer Support Executive
Vodafone India Service Pvt Ltd
10.2010 - 01.2011
Customer Support Executive
Motif India Infotech Pvt Ltd (TTEC)
11.2008 - 08.2010
Software Engineer
Gateway Technolabs Pvt Ltd
01.2007 - 04.2008
Post-Graduate Certificate in Project Management - Project Management - Information Technology
Algoma University
Bachelor of Engineering in IT - Information Technology
Nirma Institute of Technology (Gujarat University)
Diploma in Information Technology - Information Technology
Shri B. S. Patel Polytechnic (Technical Education Board)
- PMP - Project Management Professional (pursuing)
- Graduate Certificate in Project Management - Algoma University
- Certified Scrum Master (CSM)
- HIPAA (for US client FOCOS - expired)
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