- Lead engagements with clients (primarily in the Nonprofit and Higher Ed industry) to understand existing business processes, identify operational bottlenecks and opportunities for optimization- Execute design sessions leveraging principles and practices from Lean Six Sigma, Design Thinking and Service Blueprinting to re-engineer and re-imagine user experiences- Direct implementations and enhancement projects from inception to completion- Develop and deliver multi-faceted and interactive trainings to streamline and accelerate adoption- Lead multi-system integration projects to create a single source of truth, and develop a 360° view of the customer- Nurture relationships with clients to help identify future engagement opportunities

Urgensee collaborates with nonprofit and higher education organizations to streamline and automate their day-to-day operations, enhance communication with their constituents and track progress towards their mission through a data-driven approach.Bringing industry-standard technology and operations to nonprofits in a cost-effective manner, Urgensee enables nonprofit organizations to better engage with their supporters and make a larger impact on their community.Read about our clients and success stories here: http://urgensee.com/successStories/

I lead the development and evolution of PurpleSense, a platform that transforms how students are identified for support and connected to needed resources, in addition to enabling schools to actively monitor student progress.

As part of my second rotation, I lead the Business Analysis department at Reasoning Mind.Department Achievements- Reduced project failure through the design, implementation and roll-out of the Project Management Office to inculcate PM Best Practices and create transparency across the organization.- Stimulated employee productivity by increasing adoption of collaboration technologies among business staff thereby streamlining intra- and inter-departmental communication, improving moral and accelerating decision-making.- Revamped our customer community to improve the customer experience. This included integration of social networking (Chatter), a knowledge base of training materials and performance dashboards to complement our classroom solutions- Greatly increased access to insights via several projects. These included revamping our customer community to make it adaptive/intuitive, personalizing external communication and integrating surveys with CRM for a 360° view.- Dramatically decreased customer support costs by developing/integrating multi-channel customer support including an online knowledge base, live chat, phone, e-mail and online support cases, also introducing self-service support, while slashing response time.- Designed and implemented processes and reporting to eliminate gaps in critical business processes such as customer onboarding, order tracking, invoicing and ROI determination- Led several cross-departmental 6-sigma initiatives to slash operational costs and streamline collaboration- Charted multiple usability improvements of our Salesforce (CRM) instance accompanied by training to increase adoption by sales staff. Mentored staff on benefits of using marketing automation (Pardot) to supplement their efforts, and increased company-wide adoption.Technologies Involved: Salesforce Admin and Dev, Pardot, Tableau, JIRA, Google Apps

Reasoning Mind is a non-profit organization with the mission of providing a first-rate math education for every child.- Led prototyping of a mobile games app with content from Reasoning Mind's curriculum to build brand recognition and increase visibility of our product- Performed competitor benchmarking with peers in non-profit & e-learning for board member consumption- Provided advisement and SWOT analysis during content licensing negotiations - Architected our new licensing policy and rewrote contracts for our suite of products & services to reduce adoption barriers while reducing liability- Developed the budget and scope of work for a $6 million RFP for a government contract- Audited our intellectual property repository and applied for trademarks to supplement our marketing and branding initiatives- Advanced the knowledge of various areas of business and management among Reasoning Mind staff by chairing the monthly business case discussion group .

• Identified and proposed solutions with potential savings of over $15 million per annum in Amazon Retail, realized through operational savings in reduced contact volumes, concessions and transaction costs.• Collaborated with the Amazon Continuous Improvement and Learning (ACES) group to reduce occurrence of over 2 million repeat contacts annually in Amazon retail, working with cross functional teams located across the US, Costa Rica, South Africa and India.• Participated in and co-led 7 Kaizens (process improvement events) to identify and resolve gaps in multiple business processes, while engaging front-line associates in leadership and career developmental activities.• Created 12 models using Business Intelligence technologies that consumed over 25 million contact records of a 2-year timeframe from Amazon’s data warehouse, simplifying future decision making by identifying trends in contact drivers using quantitative analysis.Technologies Involved: Tableau, Microsoft Excel (Solver, Pivot Tables), Access, Oracle SQL, StatTools Regression and Forecasting, Microsoft SQL Server, mySQL, iGrafx, Microsoft Visio, Microsoft Project

• Managed relationships and maximized support experience of over 60 of Microsoft’s enterprise customers and partners, personally bringing in revenues of $155,000 per annum while achieving a record of 89.2% top satisfaction rating.• Delivered in-house trainings to new hire classes that were previously subcontracted, saving the company $10,000 annually and scoring a cumulative satisfaction rating of 4.7/5.• Developed solutions to complex and ambiguous business critical queries to Microsoft’s premier customers and partners in 18 programming technologies, preventing downtime and resulting in potential cost savings of -$10K worth of productivity per hour.• Drove collaboration between support engineers, field engineers, account managers, consultants among others located across Asia, Europe, North and South America on over 150 issues in a 2-year period.• Increased marketshare of Microsoft technologies by engaging customers in conversations on switching from competitor products to our comparable offerings, creating sales leads for licensing deals valued over $500,000 annually.• Simplified adoption of Microsoft Technologies by creating technical documentation on common development and migration challenges.Technologies Involved: Microsoft Exchange Server, Microsoft Office (Outlook), Windows Server, Microsoft SQL Server, Visual Studio, Hyper-VProgramming Languages: .NET (C# and VB.NET), VBA, VBScript, SQL

• Led the planning and development of a public-facing portal as part of an eGovernance project for the Government of Sri Lanka, targeting 90% of government services offered to 20 million citizens • Presented the module at various stages of development to the client on a monthly basis, adapting the product along the way to incorporate the feedback• Collaborated with the user-acceptance team at the client-end to close the loop from inception to delivery• Assumed ownership of and completed 4 other modules of the project to help achieve project deadlinesTechnologies involved: PHP, myPHPAdmin, C#.NET, Microsoft Sharepoint, Microsoft SQL

• Industry and market research on “Information Security Challenges in Converged Enterprise Networks” adoption and business application• Developed a whitepaper for pitching TCS service offerings to prospective clients

• Designed and implemented a marketing campaign to evangelize the “Campus18” initiative, an online portal to promote creative talent among University students, across the university through social and print media• Revamped the “Campus18” model to adapt it to the local demographic• Recruited talent across the universities located within the region to create the talent pipeline and handled relationships and compensation between the talent and HQ• Sourced content in music, photography, videography and writing for the Campus18 website from the local talent pool• Acted as liaison between the regional talent and the Tangerine Digital Entertainment headquarters, communicating feedback on the platform to the product group for iterative development• Organized social events and networking mixers to bring together the mobilized talent and keep them engaged, motivated and creative!