Zarna Shah

Results-driven project manager with over 17 years of experience specializing in multi geography transitions, project management, and improvements. Skilled in managing complex and large projects from sales cycle to closure phase. Experienced in training and mentoring team members, transition solution design, team building and building client relationships. Seeking mid-level assignments as a Sr. Project Manager/Project Management Consulting Lead/Project Management Office Lead with a reputable organization.

• Led 15+ transitions Tech Mahindra in North America, Europe & Australia market worth US $60+M TCV consisting of IT Service Desk, Customer Service & Digital transformation
• Contributed to client’s organization KPI’s through long term service alignment planning
• Initiated and maintained an inclusive, consensus driven approach amongst all key stakeholders (internal & external) to drive value proposition and improve ranking from a client-vendor relationships point of view
• Improved customer satisfaction ratings by 17% through 'Customer First' projects
• Reduced department operating costs by 21% in 18 months.
• Demonstrated exceptional communication & mentoring skills with distinguished abilities in leading multi-location teams for developing business continuity plans, executing successful transitions
• Achieved 12 consecutive quarters of zero transition implementation delays, complete transition within planned budget, zero client escalations as the Transitions Manager for Tech Mahindra Hungary & India
• 3 consecutive years of exceeding expectations in Annual appraisals
• Transformed client relationships through consultative engagements, empathy and strong understanding of customer problems.

• Tech Mahindra Americas, Associate Vice President - Account Management, 12/01/22, Present, Led end-to-end project execution for client initiatives, collaborating with cross-functional teams to ensure timely and budget-friendly delivery., Cultivated and maintained strong client relationships, serving as the primary point of contact to ensure long-term satisfaction and retention., Identified opportunities to expand client accounts by understanding their business needs, presenting tailored solutions, and upselling relevant services., Acted as a liaison between internal teams and clients, effectively managing expectations and providing regular progress updates.
• Citibank Europe Plc., Finance Transformation & Governance Project Manager, 10/01/21, 10/01/22, Work closely with stakeholders to define, drive and execute end-to-end process design and implementation efforts across Citi Treasury activities., Participate in implementation management for EMEA Treasury including new projects, strategic initiatives and transformation., Planning, governance, progress tracking and execution for projects assigned., Negotiate and facilitate agreement of roles and responsibilities, amongst partners to support defining of solutions and ownership of deliverables.
• Tech Mahindra India & Hungary, Project Manager, 09/01/15, 09/01/21, Managing high risk and large scale critical Projects delivering against the Company plan or Customer Centre Objectives., Migrate, improve and optimize the business process into the company environment., Lead & drive new client transitions and existing client transitions for the addition of new services.
• Ugam Solutions Pvt. Ltd., Associate Account Manager, 09/01/13, 09/01/15, Manage a growing customer portfolio & execute client engagement plans for the company., Establish customer engagement and build additional revenue building strategies., Manage account growth activities to increase penetration and expansion in assigned client organizations.
• Serco Group Plc (Intelenet), Team Leader, 03/01/11, 11/01/11, Ensure achievement of the targets and adherence to SLA's specified by the client., Establish innovative system and procedures for handling of data and reports and continuously improvise on them.
• Capita India, Process Leader, 11/01/09, 12/01/10, Own planning and implementation of daily operations to ensure consistency in accurate & timely deliverables., Identify and facilitate development of training Champions/Subject matter experts within the team.
• J.P. Morgan Chase, Associate, 03/01/07, 11/01/09, Part of the team that was sent on-shore (USA) to get trained and migrate the process from USA to India., Tracking & reporting Service Level Agreements to the team on a weekly basis.

• Actively contributed to Tech Mahindra's largest end user transformation pursuits in North America, Australia and EU region worth US $100+M TCV consisting of IT Service Desk, Customer Service & Digital transformation
• Led 12+ transitions Tech Mahindra in North America, Europe & Australia market worth US $50+M TCV consisting of IT Service Desk, Desktop Field Support, Customer Service & Digital transformation
• Achieved 12 consecutive quarters of zero transition implementation delays, complete transition within planned budget, zero client escalations as the Transitions Manager for Tech Mahindra Hungary & India
• Awarded with the ACER Award in 2018 & 2020 as a recognition for her outstanding work in zero disruption transitions in North America & EU region
• 3 consecutive years of exceeding expectations in Annual appraisals

• PMP - Project Management Professional