Andrew C. Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

London, Greater London, Gb

Singapore, Sg

As the leader of the Business Intelligence and Innovation group for the Americas region, I was responsible for defining and executing the strategic vision to drive innovation and enhance business intelligence capabilities across the services organization. This included overseeing the development of advanced workflows, chatbot/SMS bot/voice bot solutions, and other intelligent automation technologies aimed at optimizing customer-facing and self-service experiences while minimizing customer effort.I built a robust RPA (Robotic Process Automation) practice using Microsoft Power Platform and UI Path and designed a comprehensive data warehouse on Google Cloud Platform. Additionally, I centralized regional reporting through Tableau, ensuring streamlined access to critical data and insights for stakeholders.In this capacity, I managed vendor relationships, conducted risk assessments, and provided leadership in program management, ensuring the successful delivery of large-scale, complex technological solutions. I applied SDLC methodologies, including waterfall, agile, and hybrid approaches, to ensure projects were delivered efficiently and aligned with business goals. My efforts focused on driving operational efficiencies, improving customer satisfaction (NPS), and supporting the organization’s overall success.Throughout my tenure, I was dedicated to fostering innovation, enhancing business performance, and positioning the Amercas as a leader in technological advancements.

Chicago, Il, Us

(1) Lead change driven by customer feedback received through surveys, social media, leveraging text analytics and business metrics (2) Partnered with business leaders on strategic planning leveraging six sigma thought leadership(3) Customer experience driven business process improvement(4) Business process re-engineering including design and development of technological solution(5) Deployed a CRM based solution (Salesforce.com)- Workflow management with real time dashboard reporting on any device from anywhere(6) Program managed projects targeting FCR (first time resolve), MSAT (customer satisfaction), NPS (Net Promoter Score), Call Center Contact reduction (7) Created methodology to assess, rank and prioritize Enterprise Pain Points using customer feedback analysis

Analyzed offshore business process pain areas and provide remedial solutions including metrics identification, capture, performance monitoring and reporting

Mumbai, Maharashtra, In

(1) Supported Sales/ Pre Sales with all RFI, RFPs and RFQs. Study “AS-IS” Process, chalk out “TO BE” process, identify Transformation opportunities, identify & study business metrics, review and provide recommendations on Statement of Work (SOW) drafting(2) Mentored all LEAN and Yellow Belt projects(3) Developed a framework to identify and diagnose opportunities for improvement to help achieve specific business objectives of the Unit.(4) Created a road-map to realize sustainable gains by driving improvement initiatives through technological enabled, process and cultural changes(5) Managed a large 150 FTE sales order management process for Supermedia, a leading US Yellow Pages publisher(6) Managed contractual KPIs by diagnosing issues and formulating remedial actions(7) Managed process Gross Margin by analyzing and controlling the bottom line(8) Created practice and pioneered robotic automation/ human emulated data processing capability

Shelton, Ct, Us

(1) Set up India operations including metrics definition, capture, analysis and reporting, process mapping, process improvements and automation(2) Responsible for conducting feasibility studies, recommending pricing and creating proposals

New York, Ny, Us

(1) Customer Fulfillment and Assistant Underwriting Subject Matter Expert,(2) India team Operations Manager

New York, Ny, Us

Transitions, Knowledge transfer, trainings, owner of accuracy SLAs

New York, Ny, Us

Level 2 floor supervisor responsible for MIS reporting, manager support. team management in the absence of the operations manager

Bachelor Of Commerce, Accountancy, Economics, Law, Income Tax, Mathematics

Higher Secondary, Accountancy, Economics, Mathematics

Icse, Mathematics, Computer Science, English Language And Literature, Physics, Chemistry, Biology