Yogesh Chaudhari

Background

About Yogesh Chaudhari

Throughout my tenure as a Project Manager, I developed a strong command of Agile methodologies and excelled in process setup, team monitoring, and time management. TEAM LEADERSHIP & PEOPLE MANAGEMENTLead and supervise a multi-shift team of Project Managers and Developers to ensure seamless 24×7 support operations.Oversee daily performance, attendance, and task completion to maintain alignment with defined roles.Mentor and coach team members to drive continuous improvement, accountability, and a strong work culture.Resolve conflicts and foster a collaborative, high-performance environment.Recruit, onboard, and train new hires while maintaining updated role and process documentation.2. SUPPORT OPERATIONS & SERVICE DELIVERYOversee ticket operations during US night shift, ensuring accurate review, prioritization, and timely resolution.Route tickets to developers or specialist teams (Content, Graphics, CX) based on requirement analysis.Perform quality checks before closure to ensure compliance with client expectations.Maintain SLA/KPI adherence and implement improvements to enhance resolution speed and accuracy.Handle escalations and proactively mitigate operational risks.3. CLIENT & STAKEHOLDER MANAGEMENTServe as escalation manager for critical client issues and lead calls to clarify requirements and resolve concerns.Build strong client relationships through transparent communication and consistent service delivery.Collaborate with internal teams and vendors to resolve complex, cross-functional issues.Coordinate shift handovers to ensure uninterrupted service.4. PROCESS DEVELOPMENT, REPORTING & GOVERNANCECreate and optimize SOPs, workflows, and process documentation for efficient execution.Develop structured reporting for ticket metrics, team performance, and SLA compliance.Prepare weekly/monthly reports for leadership, highlighting trends, risks, and recommendations.Conduct root cause analysis and propose preventive actions for recurring issues.5. RESOURCE PLANNING & STRATEGIC EXECUTIONManage resource allocation, workload balancing, and shift schedules to maximize productivity.Coordinate with global teams to maintain consistent 24×7 service coverage.Support knowledge-base development and documentation improvements.Lead strategic initiatives to improve team efficiency, reduce ticket recurrence, and strengthen operational resilience.