Sonali Sarkar

• Project Management professional with experience in managing end-to-end delivery of medium to large-scale projects.
• Managed the implementation of Source to Pay (S2P) module in ServiceNow portal, streamlining procurement and payment processes for a UK based healthcare organization.
• Led a cross-functional team of stakeholders, vendors, and internal teams to ensure successful project.
• Coordinated with stakeholders to gather business requirements and configure the S2P module to meet organizational needs.
• Conducted and performed system testing in informal and formal environment to ensure module functionality and integration with existing systems.
• Collaborated with vendors to implement and integrate the S2P module with ServiceNow portal.
• For a leading consumer product company, managed the engagements based on Enabling Functions and Support Functions as a Project Manager/Scrum Master, making sure the delivery happens in an incremental and iterative manner using Agile Methodologies.
• Handled the Service Transition (ITSM) for various projects across the globe i.e (Europe, Philippines, etc) from Conceptual stage into Operations stage, ensuring a warm transfer between Business and Service Delivery teams by baselining Service Acceptance Criteria, assembling the Service Model, ensuring that services meet the Service Onboarding Checklist and determining e Post Go-Live Support exit criteria.
• During the course of engagement, coordinated with the client's internal platforms, business owners, and IT team in acquiring high-level requirements for the implementation and execution of various project deliverables.
• Experienced on end to end Project Management starting from the contract (SoW/MSA) creation to project delivery, including risk and dependency identification and mitigation planning, effort estimation planning, milestones delivery planning, and resource planning.
• Worked with the client in defining and creating Customer Master creation workflow for different channel types.
• Performed process improvements by integrating automation in scrum agile principles thus helping the clients transform to more agile ways of management by using different tools such as JIRA, Freshworks, Confluence, etc.
• Successfully onboarded multiple projects in JIRA, customized the tool as per client requirements, created releases, and linked it with epics and user stories, etc.
• Created different Agile templates for documentation in Confluence i.e Project Plan, Vision & Roadmap, Stakeholder Matrix, RACI Matrix, Escalation Matrix, etc.
• As part of the engagement, she has identified gaps and provided recommendations on ITIL best practices for change management, incident management, asset, and configuration management.
• Prepared a Service Transition flow to ensure that the services are being delivered with high quality as per business expectations and have a smooth transition to BAU.
• Facilitated all the ceremonies of the Scrum framework, including sprint planning, backlog refinement, daily scrum, sprint review, and sprint retrospective.
• Maintained the Scrum team's capacity plan, Scrum Board, Dashboard, Sprint Backlog, Velocity and Burndown Charts.
• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.

Projects:

1. Apps: Sub-K Pay, Sub-KVriddhi (Currently available in Playstore).

Major Focus: Drive more users on the B2C App to increase the downloads, generate leads for loan and hence drive conversion.

Digital Channels: (B2C Apps) Language: English, Hindi, Odia, Bengali.

How: Worked on preparing project plan by defining scope, vision, objective, stakeholders involved, and roadmaps.

• Gathered and outlined high-level requirements for new features and improvements considering user journeys for different personas and use cases.
• Prepared Business requirement document (BRD) with user stories in JIRA using an agile approach to deliver quickly and efficiently.
• Worked closely with the UI/UX designer on implementing the user journeys on the Apps as per the wireframes designed.
• Prepared a communication plan for agents, created referral schemes, and encouraged UAT (User Acceptance Testing) agents by reaching out to them, solving queries, etc.
• Handled Firebase and Google Analytics by converting raw data into meaningful insights.
• Created and delivered a go-to-market (GTM) plan with lead generation campaigns together with the marketing to achieve the business target of 15% conversion and marketing strategy objectives.
• Executed WhatsApp e-mail marketing for 4 lahks MFI and MSME customers.

Impact: Converted 15k customers within 3 months of the time frame in the App by adding new features i.e Loan Tracker, Payment History, Download E-Receipt, Referral for MFI Loan.

2. Development of Lead Management System(LDMS)

Major Focus: Implementation of Lead Management System (LDMS) from designing to in-house development and integration.

How: Worked with cross-functional teams on product development from planning, designing, gathering requirements, and implementation in the back-end for all the leads generated through different B2C digital channels i.e App, WhatsApp Chatbot, etc.

Impact: Improving the process flow by increasing the efficiency of agents and tracking the conversion of leads in a systematic manner.

3. Conversational AI/Chatbot: Major Focus: Analyzed efficacy of AI projects in rural areas. Implement prioritized use cases with a vendor.

How: Added new use cases for referral journey on MFI lead generation through the chatbot.

• Linked App to Chatbot by triggering promotional messages to the customers on successful submission addition of any new products/services in the App.

Impact: Helped in generating leads and estimating the digital presence of the customers by providing important information on a timely basis through a convenient platform.