Naresh Matta
Project Manager
ABOUT ME
A Passionate Project Manager with Over a Decade of Experience
Driven by a passion for project management and a commitment to continuous learning, I offer over 12 years of experience in driving successful outcomes. Throughout my career, I have honed my expertise in various methodologies, including PMP, Scrum, and Agile, consistently delivering projects that exceed client expectations.
My dedication to operational excellence extends beyond mere execution. I have a proven track record of implementing innovative risk mitigation strategies, streamlining processes for efficiency gains, and navigating projects through complex stage-gate processes. As a lifelong learner, I actively seek out opportunities to expand my knowledge of the latest technological advancements, leadership methodologies, and coaching styles. This constant pursuit of growth allows me to stay ahead of the curve and provide the most effective solutions for my clients.
Beyond technical expertise, I possess strong communication skills that enable me to manage conflicts effectively, build strong relationships with stakeholders, and keep everyone informed throughout the project lifecycle. My collaborative spirit fosters a positive and productive team environment, where individuals feel empowered to contribute their best. Adaptability and a strong sense of problem-solving are key strengths that allow me to navigate unexpected challenges and find creative solutions.
As a servant leader, I believe in empowering my team members and fostering a culture of mutual respect and support. My passion for project management and dedication to success are at the core of my professional identity, and I am confident that I can make a significant contribution to your organization.
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Project Highlights
2022-2023
Generative AI
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Led project teams dedicated to enhancing Search Engine products through advanced generative AI techniques. Achieved a 20% improvement in user engagement by spearheading cutting edge generative AI implementations.
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Ensured Search Engine products adapt to user context, resulting in a 7% increase in user satisfaction.
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Guided project teams in developing innovative algorithms for precise content understanding, leading to an 8% improvement in query interpretation accuracy.
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Enhanced system capabilities for seamless topic switches, reducing transition time by 20%.
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Led the improvement of systems' ability to disambiguate user queries, ensuring accurate interpretation and reducing misinterpretations by 15%.
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Assisted Data Scientists in diverse projects focusing on Data Encodings, contributing to the development of Large Language Models (LLM).
2019-2020
CAHT - GB Project
In my role, I took on the challenge of enhancing the customer experience by optimizing the Case Average Handling Time (CAHT) – a vital metric that significantly influences the overall customer journey. Leading a cross-functional Green Belt project, I meticulously examined existing processes and developed efficient process flows.
My dedication and strategic approach resulted in a remarkable reduction of CAHT from 38 minutes to just 32 minutes, directly improving customer satisfaction and NPS and the overall service quality. I'm passionate about delivering exceptional customer experiences and achieving measurable results in every project I undertake
2021-2022
CSAT - GB Project
I took on a pivotal role in elevating customer satisfaction at our site, aiming to boost our CSAT from a solid 80% to an exceptional 87%. Picking up this challenge, I spearheaded a comprehensive project, designing and leading a Soft Skills Framework that spanned across programs. This framework enabled our team to consistently achieve high CSAT scores, ultimately reaching the coveted top 25% (First Quartile) in the industry.
My efforts weren't just recognized internally; we ascended to Rank 3 in the Vendor Ranking, a testament to our dedication to delivering outstanding customer experiences. I received accolades from our Site Leader, Senior Manager, and the Director of Process Excellence for this project.
I'm passionate about optimizing customer satisfaction and fostering a culture of continuous improvement in every endeavor.
2017-2018
Outbound Call% - GB Project
Recognizing a concerning trend with outbound call percentages at an alarming 20% in L4, I took the initiative to investigate and address the issue. This high rate of outbound calls was not only impacting efficiency but also influencing other correlated metrics negatively.
Through a deep dive into the situation, I identified the underlying defects and inefficiencies. With a strategic approach, I led efforts to reduce the outbound call percentage from 20% to an impressive 11% across the board. This significant improvement not only enhanced operational efficiency but also positively impacted related metrics.
I'm driven by the pursuit of excellence and thrive on transforming challenges into opportunities for improvement. Achieving results that matter is at the core of my professional journey.
Data Science Projects
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Key Highlights
The Skills that Drive Progress
Project Management
People Management
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Managed multiple projects across diverse geographical locations, ensuring adherence to budget constraints, scope, and high-quality standards, with timely delivery.
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Proficiently led large teams exceeding 120 members in both development and maintenance projects.
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Demonstrated proactive and punctual tracking and reporting to various stakeholders
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Team Leadership: Spearheaded a diverse team, cultivating a collaborative and high-performance culture that consistently achieved service delivery excellence. 89% of the team progressed to the next levels, taking on roles such as Subject Matter Experts (SMEs), Team Leads, and Quality Leads.
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Talent Development: Identified and developed team members' skills, fostering career growth and job satisfaction, contributing to enhanced overall team performance.
Account Management
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Assumed a leadership role in effective communication with diverse stakeholders, including the Project Team, Customer, Vendor, PMO, and CNX BAU Teams, in matters of resourcing, planning, and project execution.
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Proficiently managed customer visits, escalations, and the creation of proposals/presentations for both new and existing customers.
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Maintained the Delivery Management Office, overseeing senior management reporting through various organizational initiatives.
Risk & Change Management
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Assumed ownership and streamlined the Change Management Process, resulting in impactful control over project deliveries.
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Proactively identified risks within projects, initiated corrective and preventive actions, thereby preventing substantial losses
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Demonstrated leadership in implementing comprehensive Risk and Change Management processes across multiple projects.
Data Operations Management
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Led the team in conducting data analysis, impact analysis, and Root Cause Analysis (RCA) of defects/issues, driving corrective actions through detailed reports and dashboards.
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Developed a quality dashboard/scorecard to meticulously monitor the quality of the data pipeline. Established operational processes by collaborating with various stakeholders and successfully implemented these processes.
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Assumed a leadership role in defect prevention activities and contributed to Zero Distance initiatives, bringing about notable improvements for the customer
Naresh's zeal to learn and know things before guiding the team to execute them makes him special. He has always been a committed and dedicated individual, putting organizational goal at forefront before the self interest.
Naresh is always an asset to the company who walks the talk.I was lucky he was in my team for a longer period of about 8 years and contributed immensely.
SKILLS
Certifications
