Summary
Overview
Work History
Education
Skills
Timeline
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Rani Parihaar

Welland,ON

Summary

With over 14 years of practical experience, I am a seasoned senior IT project coordinator professional with extensive expertise in both IT and Financial sectors. Throughout my career, I have consistently showcased excellence across various roles within Project Management, IT Service Management, and Banking sectors. My key strengths encompass adept stakeholder management, clear communication, and utilizing business acumen to ensure the successful delivery of projects.

Overview

15
15
years of professional experience

Work History

Sr. Project Coordinator, IT

CIBC
08.2019 - 11.2023
  • Handle all aspects of project management, from initiation to execution, encompassing tasks such as requirements gathering, defining methodologies, resource management, drafting timelines, preparing status reports, documentation, and presentations. Additionally, oversee the testing of deliverables to ensure comprehensive project oversight and successful completion.
  • Manage multiple projects of competing priorities requiring meeting of stakeholders (technical and non-technical), oversight of contractors, and with a relentless attention to detail as to ensure success and on-time delivery
  • Defined project scope, goals, and deliverables in collaboration with senior management and stakeholders
  • Revamping the department's process flow through the implementation of project management methodologies.
  • Conduct weekly status/governance calls with Business partners to share updates on ongoing projects
  • Monitored project financials, drafted change requests, and provided regular status updates to management and stakeholders
  • Conducted post-project reviews to certify project success criteria were met, contributing to continuous improvement initiatives.
  • Followed up on change orders to ongoing projects, confirming necessary alternation completions occurred on time.
  • Utilized JIRA's Kanban board feature to track issues throughout the project lifecycle
  • Managed team structure, billable hours and strategic realignments.
  • Developed detailed project plans with clear objectives, milestones, and resource allocation, ensuring timely delivery of high-quality results.
  • Utilized Gantt charts within project planning to create comprehensive project timelines and schedules.
  • Managed all administrative and logistical functions for application development projects.

Business Analyst (Fraud)

CIBC
06.2017 - 07.2019
  • Monitor client transactions while mitigating fraud losses to CIBC customers
  • Identify, analyze, and conduct investigations on client transactions through debit cards, ATMs, Over the counter (OTC) deposits at branches and other banking channels to determine fraud or unusual activity
  • Working knowledge on applications like COINS/ECIF, PRM, RCM, Netquery and WebView
  • Interact directly with CIBC clients, branches, and other stakeholders via telephone to communicate information relating to suspected fraudulent activity.

Project Coordinator

Axiom Real-Time Metrics
03.2016 - 12.2018
  • Set up and manage support functions covering planning, tracking, reporting, quality management and internal communication
  • Produce consolidated reporting to the senior management, including milestone summary, key issues, risks, benefits, summary of costs incurred
  • Managing project deliverables in line with the project plan
  • Recording and managing project issues and escalating where necessary
  • Monitoring project progress and performance
  • Providing status reports to the project sponsor
  • Documentation and analysis of current and future processes/systems
  • Define requirements for reporting and interfacing
  • Initiate and maintain change controls as per sponsor's requirement in alignment with company's policies
  • Conduct Internal and External Meetings with all the stakeholders
  • Prepare meeting agenda and minutes
  • Maintain stakeholder relationships
  • Liaise with, and update progress to senior management
  • Recommend operational improvements based on tracking and analysis
  • Segregate work to the department as articulated by sponsor
  • Plan for contingency management
  • Plan for knowledge transfer for smooth functioning of business
  • Submission of complex “Regulatory Reports” and track submission
  • Work with vendors to ensure deliverables are shared before the SLAs
  • Redesign of Safety Module for Fusion web application
  • Represented Axiom and attended Electronic Reporting of Safety Reports in the EEA training in London, U.K.

Consultant

CGI
09.2013 - 07.2015
  • Resolved technical issues via phone and emails
  • Used BMC Remedy ticketing system to record incidents
  • Coordinated and participated in Major Incident monitoring with all stakeholders
  • Sought work hour extension voluntarily to help manage call & Email volume so that SLAs can be met
  • Working knowledge on Workforce, SharePoint, Active Directory, RSA Security console
  • Friend up trainer for the new team members for 3 months
  • Expertise in basic troubleshooting (Windows OS, Printers, Handheld Blackberry & iPhone, Email configuration, MS-Office Suit, SAP, and different business applications)
  • Conduct periodic analysis on the tickets raised and resolutions provided
  • Reviewed and updated KB to keep it current
  • Shared responsibilities as a Back-up Incident coordinator
  • Provided on-call support for any issues after business hours to 7/24 team
  • Supported new hires as SME for the project
  • Received customer appreciations for excellent service
  • Appointed to work from home during all major/minor phone outages via the on-call process.

Associate Consultant

Cap Gemini India Pvt Ltd.
09.2011 - 10.2012
  • Provided Level 1 IT support to Direct Auto Insurance employees based in the United States
  • Troubleshoot hardware, software, printer and network issues along with business application like AS400
  • Worked on user account administration in Active Directory and exchange administration
  • Responsible for Incident management, from issue reported till closure
  • Conduct pre-shift huddles and share critical updates with team members
  • Demonstrated ability to learn quickly
  • Assisted team members in managing escalations.
  • Managed multiple projects simultaneously while maintaining attention to detail, organization, and adherence to deadlines.
  • Analyzed complex data sets, identifying trends and patterns crucial for informed decision-making in various projects.

Senior Team Member

Bank of America Continuum Solutions
07.2008 - 04.2011
  • Managed three concurrent customers chats and addressed their banking requests: like enrolling for new products/services, resolving disputes and other service requests
  • Commended for higher C-Sat scores and balance other supporting metrics (First Contact Resolution, Average Wait Time, Regulatory Defects)
  • Reviewed and monitored Quality and C-Sat trends
  • Review various cuts of data to assess and identify outliers
  • Monitored customer wait time and average chat time to assess productivity
  • Part of UAT testing team set up during transition to new production application
  • Collaborated with other departments to resolve customer escalations
  • Exceeded performance delivery in every review
  • Mentored and coached new hires as Subject Matter Expert
  • Acted as backup Team Leader, managed team and shared day end reports with Senior Management
  • Utilize multi-tasking abilities to research and assist bank customers in providing a complete and comprehensive response
  • Ensure the quality of transactions are in compliance with predefined quality parameters
  • Partnered with relationship managers for improving customer experience
  • Worked closely with all support staff to ensure smooth functioning of business
  • Managed high net worth clients and their wire transfers up to 50 billion USD
  • Maintained a track record of no miss and escalations
  • Smooth communication between Line of Business Partners and other internal stakeholders.

Education

University of Toronto
Toronto, ON
01.2020

Axelos Global Best Practices
Toronto, ON
03.2017

Skills

  • Project Management Methodology, Principles, and Practices
  • Leadership and Team Management
  • Stakeholder Management and Communication
  • Conflict Resolution
  • Strategic Planning and Organization
  • Risk Assessment and Management
  • Systems Implementation and Change Management
  • Project tracking
  • Reporting skills
  • Project Scheduling
  • Scope Management
  • Administrative Management

Timeline

Sr. Project Coordinator, IT

CIBC
08.2019 - 11.2023

Business Analyst (Fraud)

CIBC
06.2017 - 07.2019

Project Coordinator

Axiom Real-Time Metrics
03.2016 - 12.2018

Consultant

CGI
09.2013 - 07.2015

Associate Consultant

Cap Gemini India Pvt Ltd.
09.2011 - 10.2012

Senior Team Member

Bank of America Continuum Solutions
07.2008 - 04.2011

University of Toronto

Axelos Global Best Practices

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Rani Parihaar