Lead of a voice team dealing with creating IVR, improving reporting and enhancing customerexperience during their interaction with the business and responsible as a Scrum Master and a Business analyst for project deliverables from the team using Genesys.• Requirements elicitation and creating the call flow and requirements document.• Conduct the daily stand up and the estimation sessions for product features on Rally.• Enhance the customer experience during voice calls to the Business.• Improve the productivity of the agents by providing customer information at the time thecall is attended.• Improve clients analytics by ensuring Qualtrics collects the data points from the surveys to the customers.• Enhanced customer feedback by effectively creating better surveys to improve efficiency.• Provide a dashboard for the business to understand the productivity of the agents and theeffectiveness of the changes or enhancements.• Constant communication between the business and our developers to iron out any querieson the features.• Created presentations for the iteration review sessions where we demonstrated ourproduct and these served as effective feedback sessions• Represented our team during the planning sessions and presented the deck with theupcoming features and issues and risk.• Worked for the account lead on the hiring of resources for the account from Accenture.• Took interviews of candidates and shortlisted resources who fit into our ethics andstandards which would enhance brand value.• Motivated the team to speed up their work and deliver at a standard and quality asexpected from Accenture brand

Highlight: Consultant for an Automation project wherein I’ve analyzed 53 claims and underwriting process for automation. Also involved in creating the process design document and keystroke document• Held walk through meetings with client stakeholders of claim and underwriting process• Up skilled on Client internal systems such as Cordy's for claims and Gencon for underwriting• Explained the role of RPA BOT to stakeholders and shortlisted tasks to be automated• Presented the keystroke document and process design document to the CTO and received sign-offs within designated timelines• Worked closely with the development team and guided them through the use-cases being automated and also co-created test cases for the same• Being the POC for Cognizant within the client organization, handled issues and escalations

Highlight: Reduced the worker’s compensation bills backlog from multiple databases by over 95%, which resulted in cost savings of over $250,000Summary:• Effectively implemented solutions to reduce backlog from over 15000 bills to under 200 bills in 1 year• Conduct project analysis sessions to capture business requirements, functional requirements and assembly test scenarios using Agile methodologies• Evaluate and capture complex business needs, resolve conflicts in the requirements of stakeholders and deliver actionable requirements to developers• Actively involved in project sprint planning sessions and accelerated tech commits• Work with customers from the state govt. and internal back-end system teams to resolve bill data errors thereby preventing monetary fines from the state for the delay in processing• Enable clearing off multiple roadblocks faced by customers to reduce wait time on bills leading to on-time payments• Assist User Acceptance Testing (UAT), ensure project documentation develop and maintain quality procedures, ensuring appropriate documentation• Manage Helpdesk queries as a SME and ensured effective and timely response of customer queries• Identify and reconcile errors in customer’s data to ensure no occurrence of issues or litigation

Highlight: Enhanced forecasting and capacity allocations, resulting in improved project timelines. Managed a mobile device cache crucial to the launch strategy at a 90% cost reduction.Summary:• Created resource capacity plans and overall project budget• Clarity project management software expert; helped managers with project forecast with 90% accuracy, resource allocation and software queries• Created daily, weekly and monthly reports on the financial status of the projects• Engage end users of Mobile iron software to gather software requirements/business rules and ensure alignment with the vendors development teams• Communicate our business requirements by constructing easy- to-understand data models• Implemented the migration on to the Mobile iron app testing tools to over 1000 devices in our portfolio with zero glitches• Utilized the Ariba tool, to procure software and devices from various vendors• Actively involved in negotiating and procurement pricing for devices with various cellular vendors• Work with account managers to ensure job requirements and expectations are clearly understood and applicants are assessed against appropriate criteria• Handled an inventory of 1000 Mobile Devices and bought a cost reduction of over 90% in my term• Reduced lost devices from our inventory by 50% by tracking them using Mobile iron tool

Highlight: Recommended techniques to modernize a warehouse using cutting edge technologies. Presented my analysis which was commended for its eye-opening perspective and was implemented in phased roll-outsSummary:• Conducted a feasibility study for a Lean Warehouse and made recommendations to effectively implement it• Researched with vendors for LED lights and Solar panels and electric warehouse equipment, reducing costs by 25% and helped towards being a certified green warehouse reducing pollution• Analyzed the current setup and formulated strategies for operations, increasing efficiency by about 30%• Reduced picking time by 27% using with effective shelf space utilization by designing a product layout

• Conducted business analysis and clarified client requirements through interactions and client meetings• Developed business requirement, work flow diagrams and project test plans by adhering to SDLC techniques• Allocated jobs and resources with the understanding of trends in Equip, thus reducing costs by 20%• Involved in roles of budgeting, project planning and forecasting of upgrades for the project• Led a team of 3, after delivering transitions and assigned roles and promoted knowledge enhancement• Implemented a knowledge base equipped with tools to resolve issues, reducing the solution time by 30%• Encouraged method sharing in weekly team meetings which benefitted the performance of the project• Reviewed as a good team builder with excellent communication skills and leadership qualities

• Generated reports to study losses in insurance sales data which were utilized to analyze pricing • Implemented a checklist application which minimized defects by 90%, and was later adopted by other modules • Developed test cases and test plans to debug programs and minimize errors in the final product• Implemented the change requirements with profound business knowledge and deep system comprehension • Managed the production schedules which received data from multiple interfaces with minimized downtime • Sorted the documentation process which reduced processing time and maximized client profits

• Planned a testing room with pneumatic equipment’s for sub-assembly testing to negate failure opportunity• Collaborated with various stakeholders through interactions to understand their business requirements• Designed the layout by analyzing the business requirement document and process flow to prevent process overlapping