As a Senior Agile Project Manager with two years of experience, I have managed Payments System Programme with migration to a new Service Provider, Transition to microservices and adding new SCA features to be aligned with PSD2. I have also managed Salesforce Marketing Cloud and API integration projects successfully with the Marketing team to manage campaigns and customer communications. I have led end-to-end project delivery with cross-functional team management and stakeholder management skills in a matrix organization using Scaled Agile Methodology. I have ensured project success within SAFE methodology through Agile Release Trains and was responsible for project timelines, project outcomes, business readiness, release and rollout plans.

As an Operational Improvement Manager, I have been responsible for leading and coaching Agile Transformation to increase business agility, designing Agile Way of Working for the CSI team, updating and redesigning CSI Improvement Delivery Process flow, Pre-demand Process flow, and Continual Service Improvement Work Instruction documents within waterfall methodology, managing operational improvement projects, automation in system infrastructure, processes, monitoring and ticketing tools within targeted budget, quality, timeline.

As a Founder director project manager, I have founded Toluns Project Management Technology and Consultancy Ltd with the mission of helping clients to bring IT projects to life and boosting value for client organizations. My responsibilities include providing IT products and services focusing on web-mobile applications-platforms, data analytics, and data science, as well as Agile Coaching, Training and Project Management services to clients. My achievements include working with international partners to provide OTT solutions, IoT Platforms, sales management platforms, corporate communication platforms, Fraud Management systems, and Predictive models.

As a Senior IT Project Manager and Scrum Master, I have implemented best practices and created game-changing projects, initiated innovative technology projects, led complex system integrations, managed Agile teams, monitored projects, and led IT infrastructure projects. I have attained a high level of customer satisfaction and enabled estimated cost and time. I have also contributed to Agile Transformation and facilitated and tracked Scrum events.

In this role, I have managed implementation of ITIL processes and significantly contributed to various IT Service Desk, Call Centre projects and IT services for clients in various sectors across 10+ countries. I have analysed, designed, and improved Call Centre, Service Desk projects for clients. I have led improvement projects, identified weaknesses within the current process, defined room for improvements, managed tool customisations, as a result, operational efficiency, KPIs were improved. I have designed new operating models, initiated and led service improvements, ITIL implementation including Change Management Office, Capacity Management, Service Validation Testing processes. I have contributed to solution design, TOM, provided hands-on support for a complex IT service desk transformation from 7 EEA countries to a centralised IT Service Desk. I have also designed centralised HR operations and managed the migration. I have contributed to Lean Management Projects to increase efficiency in IT departments.

I have been a Organization and project management specialist with 2 years of experience working for Zurich, a leading multi-line insurer. My responsibilities included managing IT and business projects with deep insurance knowledge, processes, and IT systems, being responsible for Quality Management with workflows, instructions, procedures, role definitions, and user guidelines, managing Authorization and Authentication in core IT system, and being involved in organizational re-design and changes working with HR. My achievements included decreasing claims payment time by 45%, implementing Internal Control Framework, developing Disaster Recovery Centre Plan, and managing Lean project in Zurich.