Senior Escalation Associate (Operations & Projects)
Project management professional with 3+ years of experience managing customer-facing, cross-functional projects, escalations, stakeholder coordination, and concurrent client deliveries.
MagicDecor
Nov 2024 – Present · Bhubaneswar
Acted as the single point of contact for highly escalated customer projects; managed 20+ parallel projects across installers, logistics, internal operations, and customers; handled scheduling, dependency management, issue resolution, and final delivery; contributed to a 15% improvement in average resolution time; ensured accurate documentation, approvals, and handovers.
Dahibara Express
Aug 2024 – Oct 2024 · Bhubaneswar
Managed end-to-end onboarding projects for new franchise partners; defined onboarding timelines, coordinated training, ensured compliance with company standards, maintained project documentation and progress reports, and trained internal teams.
Retrod Technologies Pvt. Ltd.
Feb 2023 – Aug 2024 · Bhubaneswar
Managed 30+ hotel technology projects from initiation to closure within scope, timeline, and budget; created project plans and milestones using Jira, ClickUp, and Asana; led onboarding, requirements documentation, and cross-team coordination; conducted client training that contributed to a 20% increase in operational efficiency; delivered stakeholder status reports covering risks, dependencies, and progress.
MagicDecor®
1 yr 10 mos · Bhubaneswar, Odisha, India
✔ Acted as a single point of contact for highly escalated customer projects, ensuring resolution through structured communication and ownership. ✔ Managed 20+ parallel customer projects, coordinating across installers, logistics, internal operations, and customers to ensure on-time execution. ✔ Handled end-to-end project coordination including scheduling, dependency management, issue resolution, and final delivery. ✔ Analyzed escalation trends and process gaps, contributing to a 15% improvement in average resolution time. ✔ Ensured documentation, approvals, and handovers were completed accurately to avoid rework or delays.
Dahibara Express ™
3 mos · Bhubaneswar, Odisha, India
* Managed the end-to-end onboarding process for new franchisees, ensuring seamless integration and alignment with company standards. *Established and maintained strong client relationships to foster trust and long-term collaboration. *Provided comprehensive training and support to franchisees. *Maintained detailed project reports to monitor progress and ensure project milestones were met on time. *Led and trained a team, fostering a collaborative environment and enhancing team performance and efficiency.
KIMS Hospitals
7 mos · Bhubaneswar, Odisha, India
During my nursing internship at KIMS Hospital, I had the invaluable opportunity to apply the knowledge and skills acquired during my BSc Nursing program at Driems School and College of Nursing in a real-world healthcare setting. Under the guidance of experienced nursing professionals, I participated in various aspects of patient care, including clinical assessments, medication administration, wound care management, and patient education. Throughout the internship, I was exposed to a diverse range of medical conditions and treatment modalities, allowing me to develop a comprehensive understanding of nursing practice across different specialties. I also had the privilege of collaborating with interdisciplinary healthcare teams to provide holistic care to patients and support their overall well-being. Overall, my nursing internship at KIMS Hospital was a transformative experience that solidified my passion for nursing and reinforced my commitment to making a positive impact in the lives of others through compassionate and high-quality patient care.
BSc. Nursing, Nursing
July 2018 – August 2022
82.46%
Bachelor's degree, Nursing Science
Nov 2018 - Nov 2021
Managed integration of six digital products, including Web Builder, Booking Engine, AI Chatbot, Payment Gateway, Google Reviews, and SMO; coordinated technical and business teams and ensured scope clarity, timeline adherence, and successful go-live.
Led PMS implementation covering reservation management, billing, reporting, and guest lifecycle features; documented requirements, managed risks, provided status updates, and ensured smooth handover and client satisfaction.
As the Project Manager for The Golden Leaf Resort, I spearheaded the seamless integration of six essential products to enhance their digital presence and streamline operations. These products included Web-Builder, Booking Engine, AI-Chatbot, Google Review Management, Payment Gateway, and Social Media Marketing (SMO). Key Achievements:- 🌟 Product Integration Management: Successfully managed the integration of six critical products, ensuring compatibility and optimal functionality to meet the specific needs of The Golden Leaf Resort. 🚀 Cross-Functional Coordination: Led cross-functional teams to align efforts and meet project milestones within budget and timelines, fostering collaboration and synergy among team members. 📝 Comprehensive Documentation: Developed and maintained detailed project documentation to provide clarity and accountability throughout the integration process, facilitating smooth communication and decision-making. 💼 Client Support and Training: Provided continuous support and training to client teams, ensuring 100% satisfaction and retention by empowering them to effectively leverage the integrated solutions for maximum benefit. By leveraging my expertise in project management and hotel tech integration, I played a pivotal role in enhancing The Golden Leaf Resort's digital capabilities and positioning them for sustained success in the competitive hospitality industry.