Tungi D.-Technical PMO | Delivery Master | LLM-Expert

Supporting project managers with operational planning and implementation: As a central member of the team, I actively supported the sub-project managers in implementing CCaaS solutions. By integrating Genesys Cloud, we increased customer service efficiency by 40 %.

Continuous tracking and progress monitoring as well as follow-up of outstanding deliverables: I developed a real-time dashboard that monitors key KPIs such as call volume, waiting times and First-Call-Resolution-Rate in our CCaaS system. This enabled us to respond proactively to bottlenecks and increase customer satisfaction by 20 %.

Creating and managing project-related documentation: Responsible for documenting all CCaaS-related processes, including IVR flows, call routing strategies and integration points with CRM systems such as Salesforce.

Recording and continuously monitoring project-related risks and changes: Implemented VoIP and SIP technologies to identify and minimize potential outage risks. Introducing redundant cloud architectures increased system availability to 99,99 %.

Updating project plans and dependencies: Identified and adjusted dependencies between CCaaS components such as AI integrations and Customer Journey Management.

Monitoring budgets and milestones: Achieved savings of 15 % through precise budget control and efficient resource management.

Creating and reviewing status reports in collaboration with sub-project managers to support well-founded decision-making.

Organizing project meetings, including participation, preparation, follow-up and minute-taking, which contributed to the successful market launch of CCaaS services for brands such as AldiTalk, Blau, NettoKom, AyYildiz and O2.

Driving the integration of AI/ML algorithms to provide personalized product recommendations, increasing cross-selling and upselling revenue by 20 %.

Developing and implementing a cross-brand Go2Market strategy with WhiteLabelFrontEnd and a Poly/MonoRepo approach for the e-commerce launch.

Identifying weaknesses in the customer journey through the automated deployment of shops in multiple environments to increase SLA availability.

Introducing standardized requirements management in the SAFe environment across multiple teams as a foundation for communication, expectation management and the PI roadmap.

Leading the transition to a robust cloud-based infrastructure, reducing system downtime by 30 % and improving the user experience.

Developed and implemented a multi-cloud strategy with crossplane.io for Azure and AWS platforms.

Introduced effective tracking methods to monitor progress and identify open tasks for greater agility.

Created and reviewed customer-oriented product descriptions to clearly communicate product features.

Implemented automated continuous deployment with ArgoCD to minimize risks and reduce errors.

Regularly updated project plans and identified dependencies, particularly with Dynatrace and Grafana.

Controlled budgets and met milestones to reduce operating costs and optimize resource use.

Prepared detailed status reports and analyzed them with subproject leads, improving SLA compliance by 35 %.

Organized and moderated regular meetings with stakeholders, Insurtech providers, OE customers, and B2B partners.

Developed training programs for customer operations and scaled personnel management within the service teams.

Optimized 24/7 first-level and second-level support, reducing incidents by 60 % and improving service quality.

Built and led a team of six developers to create complex online training courses for medical executives.

Provided technical consulting and requirements analysis for new features, release planning, and maintenance.

Solution Architecture: User Story Mapping, coordination of Epics, and definition of User Stories with stakeholders.

Created a native AWS and Google Cloud stack with a GraphQL microservice ecosystem and implemented a GraphQL API.

Organized an agile working environment using Scrum methods.

Implemented CI/CD DevOps with Microservices (Spring Boot) on Docker, automated testing with Jenkins and SonarQube.

Knowledge Graph Engineering with neo4j for a GDPR-compliant web application.

Implemented cloud monitoring with New Relic and Datadog.

Designed the product, features, and user workflow together with the UI lead in Sketch.

Implemented comprehensive capital markets solutions with Murex3 to support complex processes and increase operational excellence.

Automated derivatives processes and reporting with Murex3, reducing operating costs by 15 %.

Adapted to regulatory requirements in various jurisdictions with Murex3, improving compliance and operational efficiency by 10 %.

Developed customized reporting solutions within Murex3.

Performed implementations, upgrades, and performance optimizations of Murex3 platforms.

Advised capital markets companies on the integration of cloud technologies, generative AI, and Distributed Ledger Technology.

Managed and optimized reference data with Murex3 to ensure high data quality and cost-efficient compliance.