Projects

CRM Optimization Program (Microsoft Dynamics 365)

Concentrix

Project Description

Led a CRM optimization program leveraging Microsoft Dynamics 365 to streamline case management and enhance workflow automation. Collaborated with stakeholders to translate business requirements into user stories and drove Agile (Scrum) delivery through structured backlog prioritization.

Implemented Power Platform automation to improve ticket routing and operational efficiency. Established a centralized delivery framework using Confluence for project documentation, RAID tracking, and governance, along with KPI dashboards to enhance visibility and data-driven decision-making.

Key Achievements

Improved process efficiency by 30%+, enhanced delivery predictability, and increased stakeholder visibility through real-time reporting.

Project Insight

True CRM transformation goes beyond tools—it enables faster decisions, smarter workflows, and better customer experiences.

Skills Used

• Agile (Scrum)
• Microsoft Dynamics 365
• Power Platform
• Confluence (Documentation & Governance)
• Stakeholder Management
• KPI Reporting

Observe.AI Transformation Program

Concentrix

Project Description

Led the end-to-end delivery of an AI-driven Quality Assurance transformation across Rogers Bank and Nissan, replacing manual QA processes with intelligent automation. Drove Agile (Scrum) execution through sprint planning, backlog prioritization, and stakeholder alignment across compliance-focused and customer experience-driven environments.

Established structured RAID governance and delivery dashboards to improve visibility, risk management, and release readiness. Delivered AI-enabled capabilities such as speech-to-text transcription, automated call monitoring, and performance scoring to enhance quality insights and operational control.

Key Achievements

Reduced manual QA effort by 50%, improved defect detection by 35%, and increased delivery forecasting accuracy by 40%.

Project Insight

AI isn’t just enhancing delivery—it’s redefining how quality is built, measured, and scaled.

Skills Used

• Agile (Scrum)
• AI QA Automation
• Stakeholder Alignment
• RAID Governance
• Delivery Forecasting

Secure Communication Network Modernization Program

L3Harris Technologies ( Contract)

Project Description

Led Agile delivery for a telecom modernization initiative focused on enhancing secure, mission-critical communication systems. Worked with cross-functional teams to upgrade infrastructure, improve system reliability, and manage complex integrations.

Established strong governance practices using Confluence for lifecycle tracking, RAID management, and project visibility dashboards. Facilitated Scrum ceremonies, refined backlog priorities, and ensured structured, transparent delivery across all phases.

Key Achievements

Improved delivery visibility, strengthened cross-team coordination, and enhanced system reliability in a mission-critical environment.

Project Insight

Reliable communication systems are built through strong governance, seamless integration, and resilient architecture—not just infrastructure upgrades.

Skills Used

• Agile (Scrum)
• Telecom Systems
• Confluence (Lifecycle & Governance Tracking)
• Backlog Management
• RAID Governance
• Cross-functional Collaboration