Bibin George John
Senior Project Manager
Dubai
Summary
Experienced project management professional with strong focus on team collaboration and achieving results. Skilled in strategic planning, risk management, and stakeholder communication. Known for reliability and adaptability in dynamic environments. Prepared to drive impactful outcomes and lead projects to success.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Senior Project Manager
Servme
01.2021 - Current
- Maintained schedules to meet key milestones at every project phase.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
- Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
- Conducted post-project evaluations to identify areas of improvement and implement corrective actions for future endeavors.
- Communicated project plans and progress to key stakeholders and project contributors.
Customer Success Manager
Propera IT Solutions
07.2019 - 01.2021
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Created customer support strategies to increase customer retention.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
IT Manager Integrations
Hospitality Marketing Concepts
05.2017 - 06.2019
- Evaluated emerging technologies to stay current with industry trends, ensuring continuous improvement of POS & PMS integration practices.
- Created detailed documentation outlining best practices for system integrations, providing a valuable resource for future projects.
- Led cross-functional teams to successfully execute integration projects on time.
- Increased customer satisfaction by addressing post-integration issues swiftly and effectively through proper troubleshooting techniques.
- Spearheaded change management initiatives to minimize disruption during transitions between systems or software upgrades.
- Reduced downtime during integrations by implementing comprehensive contingency plans and backup procedures.
- Developed customized solutions for seamless data migration, improving overall business operations.
- Facilitated clear communication among project teams, resulting in better collaboration and smoother workflows during complex integrations.
- Enhanced system efficiency by streamlining processes and integrating various platforms.
- Ensured compliance with industry standards and regulations throughout all phases of integration projects.
- Conducted regular audits of integrated systems to monitor performance metrics, making adjustments as needed for optimal results.
IT Project Manager
Hospitality Dynamics
07.2015 - 03.2017
- Developed project management roadmap to define project objectives, timelines and milestones.
- Delivered reliable solutions by overseeing software design, development, testing, implementation, and support phases of IT projects.
- Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.
- Managed cross-functional teams to ensure efficient allocation of resources and successful project completion.
- Coordinated with stakeholders to gather requirements and provide updates on progress throughout projects'' lifecycles.
- Oversaw quality assurance testing processes, ensuring that all software met organizational standards before deployment.
- Developed project plans identifying key issues, approaches and performance metrics.
- Improved resource utilization by analyzing performance metrics and adjusting staffing levels accordingly.
Customer Support Engineer
Key Information Technology
08.2012 - 06.2015
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Answered incoming support inquiries via chat, phone and email.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
- Played an instrumental role in retaining key accounts by ensuring prompt resolution of escalated issues and maintaining strong communication throughout the process.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
IT Assistant
Carnival Cruise Lines
05.2010 - 02.2012
- Ensured accurate record-keeping for all IT assets, aiding efficient planning for future investments.
- Provided timely technical support to employees, and guests minimizing downtime and maintaining workflow continuity.
- Managed inventory of IT equipment by organizing consistent stock tracking and ordering processes, avoiding shortages or excesses.
Education
Bachelors - Hospitality Management
T John College
Banagalore 04.2001 -
Skills
Project management
Certification
PMP - Project Management Professional
Timeline
Senior Project Manager
Servme
01.2021 - Current
Customer Success Manager
Propera IT Solutions
07.2019 - 01.2021
IT Manager Integrations
Hospitality Marketing Concepts
05.2017 - 06.2019
IT Project Manager
Hospitality Dynamics
07.2015 - 03.2017
Customer Support Engineer
Key Information Technology
08.2012 - 06.2015
IT Assistant
Carnival Cruise Lines
05.2010 - 02.2012
Bachelors - Hospitality Management
T John College
04.2001 -
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