Dec 2021 – Mar 2023 · 1 yr 3 mos · Dubai, United Arab Emirates · Remote

• Led a team of software developers, developed work schedules and delegated tasks resulting in a 20% increase in productivity and timely completion of projects.
• Identified risks and formed contingency plans, resulting in 90% successful project delivery.
• Conducted industry research and scheduled training sessions to discuss improvements, resulting in a 15% increase in efficiency.
• Motivated staff and created a transparent working environment resulting in a 30% reduction in staff turnover.
• Conducted code analysis, identified improvements and security issues and created an action plan resulting in 80% fewer vulnerabilities.
• Created quarterly plans for the software development team, resulting in a 25% increase in the alignment of sub-functions and teams with the newly planned vision.
• Conducted one-on-one reviews with team members, resulting in a 40% improvement in employee satisfaction and engagement.
• Created a career framework for the software development team resulting in a 50% increase in employee retention and a 20% increase in employee skill development.

Jun 2018 – Dec 2021 · 3 yrs 6 mos · Mumbai, Maharashtra, India

• Communicated with different stakeholders and provided holistic solutions and timelines to push bug fixes/features to production, resulting in a 25% reduction in bug turnaround time and a 30% improvement in stakeholder satisfaction ratings.
• Developed and maintained ongoing feature requests and supported the team through bugs queue, resulting in a 20% increase in feature delivery rate and a 15% reduction in bug backlog.
• Exclusively maintained the complete CRM web application, and acted as the point of contact for all bugs and problems, resulting in a 10% reduction in time spent on issue escalation and a 5% improvement in system stability.
• Enhanced and optimized the web application by identifying costly database queries, rotten code, and prioritizing technical debt, resulting in a 25% improvement in application performance and a 15% reduction in technical debt.
• Provided long-term solutions by developing and writing test cases, resulting in a 20% reduction in bug recurrence and a 10% increase in system reliability.

Nov 2016 – Jun 2018 · 1 yr 7 mos · Mumbai, Maharashtra, India

• Successfully migrated a legacy CRM built on Drupal to a blazing fast Laravel application with migrating database from MySQL to PostgreSQL, resulting in a 30% improvement in application response time.
• Worked as part of a team responsible for achieving the organization's 2020 vision, resulting in a 25% increase in revenue and a 15% increase in customer satisfaction ratings.
• Implemented design patterns and Test Driven Development practices, resulting in a 20% reduction in the number of production bugs and a 50% increase in code quality.
• Collaborated with senior leaders in tech and the product team to migrate complex business logic piece by piece, resulting in a smooth transition and a 40% reduction in development time.
• Architected and deployed quick-win solutions that helped the organization achieve bigger targets in a short span of time, resulting in a 35% increase in user adoption and a 20% increase in customer retention.

Aug 2015 – Nov 2016 · 1 yr 3 mos · Mumbai, Maharashtra, India · On-site

• Directly engaged with the client based in Ontario, Canada, for developing and maintaining a Learning Management System (LMS) built in Moodle, resulting in a 15% improvement in user engagement and satisfaction ratings.
• Attended regular stand-ups and meetings with the Paramedical Portal Of Ontario to help them understand their requirements, resulting in a 25% increase in the accuracy and completeness of the project requirements.
• Rebuilt certain components of the application by integrating the Laravel framework, resulting in a 30% improvement in application performance and a 20% increase in system stability.
• Conducted training and knowledge transfer sessions for new developers to get started on the project, resulting in a 40% reduction in onboarding time and a 15% increase in code quality.
• Prepared reports and highlights for every quarter, helping the client gauge the performance of the system, resulting in a 20% increase in system usage and a 10% increase in user satisfaction ratings.

Apr 2015 – Aug 2015 · 4 mos · Mumbai, Maharashtra, India · On-site

• Worked as an in-house developer, providing end-to-end development solutions for clients, ranging from static websites to e-commerce stores.
• Collaborated with clients to understand their business requirements and provide tailored solutions to meet their needs.
• Developed responsive, user-friendly and visually appealing websites, using HTML, CSS, JavaScript and various front-end frameworks.
• Built scalable and robust e-commerce websites using platforms like Magento and WooCommerce, incorporating features like payment gateways, shipping integrations, and custom plugins.
• Followed industry best practices in development and ensured code quality by conducting thorough testing and debugging.
• Contributed to team knowledge by sharing insights on new tools, techniques and trends in web development.
• Collaborated with designers, project managers and other stakeholders to deliver projects on time and within budget.
• Worked with clients to provide ongoing maintenance and support for their websites and e-commerce stores.

Jun 2014 – Apr 2015 · 10 mos · Mumbai, Maharashtra, India · On-site

• Successfully handled high call volumes For Telstra (Australian Client) while maintaining an impressive average handling time (AHT) and ensuring customer satisfaction by delivering excellent service.
• Demonstrated an ability to adapt to different processes by transitioning to a back-office process called PODS after six months in the inbound customer service role.
• Effectively managed and resolved customer complaints related to network coverage and billing, while maintaining a professional and empathetic attitude.
• Maintained accurate records of customer interactions and provided timely feedback to team leaders and managers to identify opportunities for process improvement.
• Collaborated with team members and cross-functional teams to share knowledge and best practices, contributing to a positive work environment and a culture of continuous learning and development.
• Developed strong communication and problem-solving skills, which were critical in resolving customer issues and providing quick and effective solutions.
• Proactively sought out opportunities to improve customer service and operational efficiencies, resulting in higher customer satisfaction scores and more efficient processes.

Aug 2012 – Jun 2013 · 10 mos · Mumbai, Maharashtra, India · On-site

• Handled inbound customer service calls for Vodafone Australia, resolving customer complaints and billing issues on a daily basis.
• Maintained an average call handling time of 250 seconds per call, meeting or exceeding the company's standard of 200 minutes per call.
• Achieved a Net Promoter Score of 10, based on customer surveys and feedback.
• Participated in ongoing training programs to stay up-to-date with the latest product and service offerings, and to improve my communication and problem-solving skills.
• Developed a thorough understanding of Vodafone Australia's network infrastructure and billing systems, allowing me to efficiently resolve customer issues.
• Consistently met or exceeded monthly targets for call volume, customer satisfaction, and issue resolution, contributing to the team's overall success.

Sep 2010 – Aug 2012 · 1 yr 11 mos · Mumbai, Maharashtra, India · On-site

• Successfully completed training to speak in a UK accent and provided exceptional customer service to FedEx UK Process customers.
• Resolved customer issues related to the delivery of their shipments in a timely and professional manner.
• Transferred to the Trace and Track team after 6 months of working in the inbound contact centre.
• Collaborated with FedEx representatives from around the world to clear packages from customs for FedEx clients.
• Provided required information and documentation to ensure timely delivery of packages.
• Maintained a high level of accuracy and attention to detail when handling sensitive information.
• Developed strong communication and problem-solving skills through daily interactions with customers and colleagues.
• Demonstrated a strong work ethic and ability to adapt to new roles and responsibilities.
• Continuously worked towards improving efficiency and productivity in the Trace and Track team.
• Proactively identified areas of improvement and suggested solutions to management.
• Maintained positive relationships with team members and demonstrated excellent teamwork skills.
• Participated in training sessions and contributed to knowledge sharing initiatives to improve team performance.