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Amrita Sharma
Senior Project/Program Manager

Address Bangalore, Karnataka, 560034

Phone 07338512229
E-mail [email protected]
LinkedIn: https://www.linkedin.com/in/amritasharma2

A dedicated and results-driven Senior Project/Program Manager with over 12+ years of experience in
leading diverse teams and delivering successful projects across various industries. Proficient in all aspects
of project life-cycle management, from initiation to closure, with a keen eye for detail and a commitment
to meeting and exceeding objectives within scope, schedule, and budget constraints. Adept at
establishing and nurturing stakeholder relationships, fostering collaboration, and managing
communication to ensure alignment and transparency throughout projects. Skilled in risk assessment and
mitigation, resource allocation, and strategic planning to drive efficiency and maximize project
outcomes. Proven ability to adapt to dynamic environments and guide teams through challenges to
achieve optimal results.

Skills
 Project Management (Waterfall Methodology/Agile Methodology/Hybrid)
 Portfolio Management
 Stakeholder Management
 Budgeting and Resource Management
 Risk assessment and mitigation
 Quality Management
 Time Management
 Change Management
 Team Management

Work History

2023-03 – 2023-11 Senior Project/Program Manager

Narvar, BENGALURU, Karnataka

 Responsible for leading cross-functional project teams to achieve project

goals.
 Spearheaded process re-engineering initiatives focused on enhancing post-
purchase journeys, resulting in a significant reduction in customer pain points
such as wrong product deliveries and speedier resolutions.
 Managed the onboarding/implementations for well-established enterprise
retailers including project planning, requirements gathering and stakeholder
management.
 Successfully reduced contact center interactions and repeat interactions by
implementing efficient communication strategies across customer
touchpoints.
 Develop comprehensive project plans, including scope, timeline, budget,
resources, and risk management strategies.
 Developed comprehensive project plans, aligning objectives with
organizational goals.
 Managed stakeholder relationships, resolving conflicts as needed.
 Collaborated with cross-functional teams to propose and execute solutions,
managing multiple long-term projects and supporting case building efforts.
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 Oversaw a large portfolio of projects to support teams, report progress, and

influence positive outcomes for key stakeholders.
 Fostered a collaborative team environment, promoting communication,
trust, and accountability.
 Implemented quality control processes to address defects and maintain
high-quality project outcomes.
 Maintained tactical control of project budgets and timelines.
 Ensure project compliance with organizational policies and regulatory
requirements.
 Established project governance frameworks for effective oversight.
 Implemented process improvements and best practices based on project
outcomes and feedback.
 Shared insights with project teams to foster continuous improvement.
 Maintained comprehensive project documentation, including project plans,
status reports, project charter, baselines etc.
 Generated regular progress reports and presentations for project sponsors
and stakeholders.
 Oversaw the new employee onboarding program.

2021-09 – 2023-02
Project Manager
Narvar, BENGALURU, Karnataka

 Manage onboarding/implementations for well-established enterprise

retailers including requirements gathering, project planning, risk and
stakeholder management.
 Facilitated communication and collaboration among team members,
stakeholders, and third-party vendors to drive project success.
 Provide consultative advice to the customers to ensure successful integration
with best solutions while maximizing product value.
 Use Project Plans, status reports, proactive risk management, budgeting
tools, and scope management skills to deliver projects on time, with high
quality, and within scope and budget.
 Utilize technical skills to assist with delivering complex implementations for
multi-locales/brands as needed.
 Effectively drive resolution of escalations with the appropriate customer and
internal resources, partner cross-functionally with both internal and external
business stakeholders to ensure deliverables are met.
 Drafted status reports for clients to illustrate ongoing accomplishments and
reassure customers of compliance with planned milestones.
 Served as primary point of contact for external clients with delivery issues,
promoting maximum customer satisfaction metrics for each interaction.

2015-01 – 2021-08
Implementation Consultant /Project Manager
Replicon, BENGALURU, Karnataka
 Managed projects of large global as well as PAN India scope impacting
multiple systems and complexity through all phases of the project lifecycle.
 Managing stakeholders, coordinating with business and technical teams to
understand business needs and translate them into roadmaps.
 Focused solutions on industry-specific workflow, client base, and protocols,
tailoring implementations to client needs.
 End-to-end management of the Implementation phases: - Planning, Design,
Execution, Testing, Training, Go Live and Success Criteria.
 Collaborated with internal departments to confirm timely and accurate
delivery and implementation of customer orders.
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 Authored user documentation to help train third-party personnel on newly

implemented Products.
 Offered client training services via online interaction to streamline the
onboarding process for newly implemented systems.
 Developed and initiated projects, managed costs, and monitored
performance.
 Implemented improvement initiatives and developed a compliance testing
program to monitor and identify gaps in new and existing practices.
 Delivered an exceptionally high level of professionalism and support to each
client, upholding the company's commitment to service.
 Responsible for leading a team in managing the process of migrating from
one platform to another.

2014-03 - 2014-12 Application Support Specialist

Replicon, BENGALURU, Karnataka
 Broke down and evaluated user problems, using test scripts, personal
expertise, and probing questions.
 Tested new product offerings prior to release to assist development team in
bug identification.
 Performed quality assurance testing on new software releases for alignment
with goals for efficiency and performance.
 Created support documentation that empowered and enabled user
community to extend skills, leverage system features and find resolutions to
questions without intervention from support team.
 Collaborated with developers, analysts, and project managers to expedite
incident resolutions.
 Provided training to end users on new and updated systems and software.
 Collaborated with internal teams to determine data migration requirements.
 Served as subject matter expert on data migration projects, including
analyses of data files, formats, and platform validation.

2012-10 - 2014-03 IT Operations Associate

Accenture, BENGALURU, Karnataka
 Improved user experience through support, training, troubleshooting,
improvements, and communication of system changes.
 Resolved escalated issues by serving as subject matter expert.
 Participated in internal audits regarding quality management system.
 Developed flowcharts and diagrams to describe and lay out logical
operational steps.

2010-11 - 2012-05 Client Technical Support Associate

Dell, BENGALURU, Karnataka
 Responded to support requests from clients through basic troubleshooting
tasks.
 Followed up with clients to verify optimal customer satisfaction following
support engagement and problem resolution.
 Configured hardware, devices, and software to set up workstations for
employees.

2009-07 - 2010-11 Customer Service Executive

SITEL, BENGALURU, Karnataka
 Provided primary customer support to customers.
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 Audited customer support procedures and collaborated regionally to

promote standardization across all offices.
 Assessed customer service trends and evaluated complaints to determine
areas in need of enhancement and align teams to better meet customer
demands.

Education
Bachelor of Engineering: Information Technology
Acharya Institute of Technology

Certifications
2012-02 ITIL
2023-11 PMP Trained. Preparing for exam.
2023-12 Certified Scrum Master

Technical Skills
 Project Management Tools: Asana, Jira, Mural, Confluence, Monday.com,
Trello
 Time and attendance software
 Workforce Management
 Resource Scheduling
 Professional Services Automation suite
 Expense Tracking suite
 E-commerce platform: Shopify, Magento
 Customer engagement platform: Narvar(post-purchase experience)
 API Integration experience: ADP, Salesforce, Workday, Bamboo HR, Logistics
partner integrations etc.
 API platforms: Workato, Postman
 Analytics and Reporting tools: Looker, Google Analytics, Power BI