Hina Agrawal
Sydney,Australia
Summary
Accomplished industry leader with extensive management expertise in staff training and development, performance evaluation, and continuous improvement. Proficient in financial reporting and budget adherence, with a proven track record of evaluating P&L to consistently achieve targets. As a results-driven Customer Manager, recognized for enhancing productivity and efficiency in task completion, while leveraging specialized skills in customer relationship management and conflict resolution. Strong communicator with the ability to employ empathy and strategic planning to elevate customer satisfaction and team performance.
Overview
15
15
years of professional experience
Work History
Design and Developer Manager
Nokia Customer : Optus
Macquarie, NSW
07.2023 - Current
- Collaborated closely with project managers, designers, and other developers in order to complete tasks efficiently and effectively.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Delegated work to staff, setting priorities and goals.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Developed and implemented strategies for providing excellent customer service experience.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Created and maintained positive relationships with customers through proactive communication.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Evaluated, monitored and reported on work progression, while verifying compliance with man-hour budget.
- Conducted application review meetings with end-users to document and gather business needs and translate into functional requirement documents.
- Created dashboards using various tools such as JIRA, Confluence, Trello, to track project progress and milestones.
Product Owner - Kernel Team Germany
Nokia
Bangalore, Karnataka
07.2022 - 01.2023
- Successfully managed the planning, allocation and management of the product backlog of Telco enb/Gnb Linux kernel team based out of Germany
- Tracked/Planned the backlog using Jira/Jira queries which resulted in on-time delivery and improved team KPIs
- Proactively planned team meetings, debug/escalation calls to monitor the progress and mitigate dependencies to meet the deadlines of the project
- Expertise in planning tools like Jira, power BI, Excel
- Created an improvement project in Python to analyze and generalize and predict trends of data coming from module testing environment
Program Manager and Technical Leader
Nokia
Bangalore, Karnataka
11.2014 - 07.2022
- Successfully managed, collaborated with multiple global customers/Specification/Development/Testing teams and delivered a complex security feature 802.1x EAP project as Program Manager with very high-quality standards
- Awarded NOKIA business Execellence award for program manager role as project met the criteria of high quality and on-time delivery to the Telco customers like Verizon
- Successfully designed and implemented 802.1x EAP security protocol in C/C++ for Gnbs/Enbs/BTS responsible to connect any new BTS securely to the TELCO core network
- Implemented network protocol TWAMP in C/C++ responsible for measuring communication statistics in telecom network with minimum defects
- Revamped existing protocols in eNB/gNB to run as microservices using Docker and Kubernetes which facilitated reuse of common network applications between different teams
- Successfully implemented fronthaul projects in C++ using multi-threading and design patterns responsible to allocated IP to the connecting Radio unit
- Worked on continuous improvement of existing project as Virtual core Group leader which aims to reduce the incoming issue and decrease the bug fixing time
Senior Software Engineer
Bally Technologies
Bangalore, Karnataka
01.2012 - 11.2014
- Successfully worked on multiple projects of casino gaming and patron/ticketing management systems utilizing C++/C
- Developed UI interface utilizing .NET framework C#/WCF/WPF to manage the various servers ensuring proper functioning of all the entities on the casino floor
Project Engineer
Wipro technologies
Bangalore, Karnataka
07.2010 - 01.2012
- I have worked on Porting of RNC from Solaris to Linux (Monti vista) project
- The purpose of this project is to port the existing EVDO Solaris AP application software base to a new hardware AP with a new Linux Operating System, accounting for the differences between the legacy Sparc Netra CT410/CP3260 platform and the new ATCA Linux-based AP platform and to test and document the changes
- My work majorly includes porting C++ and script files as per the new platform
Education
Bachelor of Technology - Computer Science
U.P Technical University
Mathura, India07.2010
Intermediate -
Amar Nath Vidya Ashram
Mathura04.2006
High School -
Amar Nath Vidya Ashram
Mathura04.2006
Skills
- Product Planning and Management
- Agile Project Management
- Scrum Team Collaboration Skills
- Customer Relationship Management
- Reporting to customers
- C/C
- Python
- Docker
- AWS
- Perl
- Shell
- SVN
- GIT
- BitBucket
- Linux
- Networking Concepts
- Object Oriented Design
- Object-Oriented Programming (OOP)
- Algorithm Development
- 3G
- 4G
- 5G
- Telecom concepts
- 8021x
- TWAMP
- ARP
- BFD
- IPSEC
- TCP/IP
- UDP
- EAP
- RADIUS
Awards
- Business Excellence Award, 2021
- Nokia Women's Talent Award
- 2019
- 2021
Languages
- English
- Hindi
Timeline
Design and Developer Manager
Nokia Customer : Optus
07.2023 - Current
Product Owner - Kernel Team Germany
Nokia
07.2022 - 01.2023
Program Manager and Technical Leader
Nokia
11.2014 - 07.2022
Senior Software Engineer
Bally Technologies
01.2012 - 11.2014
Project Engineer
Wipro technologies
07.2010 - 01.2012
Bachelor of Technology - Computer Science
U.P Technical University
Intermediate -
Amar Nath Vidya Ashram
High School -
Amar Nath Vidya Ashram
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