Pooja Khatri

• Responsible for SaaS based CRM and ERP Integration with two different Cloud based companies.
• Managed implementation of new technological improvements resulting in increased efficiency.
• Communicated cross-functionally with technology leaders across analysis, architecture, build, quality assurance, deployment and support teams on project execution.
• Developed suggestions for technical process improvements to optimize resources.
• Collaborated with stakeholders across multiple departments to identify business requirements for new products or features
• Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.
• Identified areas for process improvement by analyzing existing processes from both technical and operational perspective
• Enhanced team productivity by implementing agile project management methodologies and streamlining workflows.
• Negotiated contracts with external vendors while ensuring compliance with internal policies
• Gathered requirements and maintained communication between project teams, internal clients and external stakeholders.
• Assisted product owners with prioritization of backlogs.
• Prepared status charts for daily management meetings in Excel and PowerPoint.
• Investigated new applications or improvements to products with customers
• Analyzed customer existing applications to properly guide on best options for integrating with solutions.

• Worked on the in-house developed SaaS based ERP called TCSiON which is expanded all over the country in Education and Manufacturing domain.

Following are key areas for support:

• Channel between client, service delivery team and solution team for detailed clarification of issues and their resolution.
• Analyzed business requirements and designed solutions to meet organizational needs
• Developed and implemented transformation strategies to improve operational efficiency and reduce costs.
• Conducted thorough analyses of existing processes, identifying opportunities for improvement and implementing necessary changes.
• Coordinated cross-functional teams in the development of system enhancements and new features
• Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
• Implemented and developed operational standards, policies and procedures.
• Monitored project progress closely, adjusting plans as needed to address emerging challenges or changing priorities.
• Provided regular updates to senior leadership on the status of transformational initiatives, enabling informed decision-making at all levels.
• Implemented agile project management methodologies for faster decision-making and improved team collaboration.
• Established strong relationships with key stakeholders to ensure alignment of objectives and seamless execution of projects.
• Delivered training programs to enhance employee skills in areas critical for supporting ongoing transformation efforts.
• Coordinated with other departments to ensure successful integration of new technologies into existing workflows.
• Evaluated potential vendors and partners for their ability to contribute positively to the organization''s transformation goals.
• Introduced data-driven decision-making processes throughout the organization, leading to more accurate forecasting and increased accountability.
• Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
• Established team priorities, maintained schedules and monitored performance.
• Defined clear targets and objectives and communicated to other team members.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

• Managed end-to-end SaaS based ERP (TCSiON) development projects including testing, data migration, training, go-live and post-implementation support
• Provided functional support on ERP implementations for various departments utilizing a consultative approach
• Collaborated with cross-functional teams such as IT, Finance, HR, Sales and Marketing for successful roll out of ERP initiatives
• Led weekly status meetings with internal team members and external vendors to review progress against established objectives
• Performed gap analysis between existing systems and new functionality offered by the latest version of the software
• Integration with other applications and hardware
• Conducted workshops with key stakeholders to gather requirements and develop solutions that met their needs
• Resolved technical issues related to integration points between different modules of the software as well as external applications.

• MZI Services Inc is a US Delaware subsidiary of Multiple Zones India Private Limited (MZI), a privately held Indian IT Service Provider with 1,900 employees in 10 offices across India and serving over 4,000 business customers
• I was given following responsibilities: L1 escalation handling & service desk management
• ITIL process management including Service Desk, Asset Management, Incident Management, Change Management & Problem Management & Knowledge Management.

• Progressive Infovision is a Network Consulting & Professional Services organization in India
• Its focus is IT infrastructure management
• It provides such skills to leading IT & System Integration companies on an outsourced basis
• L1 escalation handling & service desk management
• ITIL process management including Service Desk, Asset Management, Incident Management, Change Management & Problem Management & Knowledge Management.