• Led strategic initiatives across 50+ AB, SK, and BC franchise locations, driving consistent growth and operational excellence to grow a small sized firm• Developed and implemented long-term business strategies resulting in revenue increase• Cultivated high-performing teams, fostering collaboration and a results-driven culture• Streamlined operational processes, reducing costs through supply chain optimization, vendor negotiations, and tech integration• Improved franchisee satisfaction and support systems by implementing efficient operational protocols and training programs• Oversaw the opening of new locations, contributing to company-wide expansion and market penetration in Western Canada• Spearheaded partnerships that enhanced brand visibility and growth in untapped markets• Delivered hands-on leadership, supporting franchise owners in achieving operational excellence and profitability• Launched customer-centric initiatives by integrating tech stack with customer review• Introduced innovations by upgrading the tech stack for online and POS ordering resulting in improved customer engagement and operational efficiency• Navigated the business through complex challenges of the current economic slowdown ensuring business continuity and profitability• Leveraged data analytics to optimize operations, marketing strategies, and customer retention, driving data-informed growth

Contracted by TCS:• Led the delivery of PwC’s Tax Product SaaS line, managing an $10M+ portfolio and a 70-member global team across the US, Canada, Mexico, Uruguay, and India• Managed complex projects within strict deadlines, developing project plans while aligning with senior leadership, including PwC Partners and TCS Senior Directors• Optimized resource allocation, budget management, and vendor relationships, applying Agile principles to prioritize tasks and mitigate bottlenecks to meet project goals efficiently• Contributed to 30% revenue growth for TCS by successfully delivering key programs and ensuring client satisfaction• Implemented quality assurance plans, using data analysis to track performance and foster continuous improvement• Acted as the escalation point for issue resolution, promoting a proactive, problem-solving culture across the team• Delivered regular updates to Partners and Senior Directors, providing data-driven insights to guide strategic decisions and course corrections

(Contracted by TCS)• Managed the support and maintenance of a critical Data Analytics product utilized across the PwC firm, ensuring high availability and optimal performance• Led the AI product support team, overseeing the deployment and maintenance of AI solutions currently used across the PwC firm, enhancing data analytics capabilities, and incorporating machine learning (ML) components• Provided critical input in go-to-market (GTM) strategies for AI products, working in Agile sprint cycles to iterate and align with client needs and evolving market demands• Developed and implemented data management strategies to improve data accuracy, integrity, and accessibility, enabling more informed decision-making across the organization through agile and collaborative cross-functional teamwork• Collaborated with cross-functional teams using Scrum to identify business needs and translate them into technical requirements, enhancing product functionality and user experience• Led training sessions for end-users and stakeholders to promote product adoption and ensure effective utilization of Data Analytics and AI tools• Oversaw the Deskside team, responsible for meeting all Service Level Agreements (SLAs) while enhancing IT support services for over 60 PwC locations in the US• Executed a VSAT improvement plan that increased the Very Satisfied IT Customer Score from 80% to over 95%, saving approximately $3 million for TCS by ensuring compliance with SLAs• Leveraged Lean Six Sigma and ITIL methodologies to streamline processes, optimize service delivery, and drive continuous improvement initiatives within the team• Languages/ Tools: Python, Splunk, Minitab, Oracle SQL, .NET technologies, Azure DevOps

Client: PwC•Led automation and process improvement initiatives using Lean, Six Sigma, SPS, and PDCA methodologies, driving significant operational efficiency gains and cost reductions for PwC's Data Center operations• Developed the Continual Service Improvement (CSI) framework based on ITIL principles, enabling ongoing performance enhancement and service delivery optimization• Certified Green Belt in Lean Six Sigma, mentoring over 40+ process improvement projects and training 200+ associates in Lean, Six Sigma, and process improvement techniques• Utilized data analytical tools such as Minitab and Excel Analytics to perform in-depth data analysis, identify improvement opportunities, and create actionable project plans• Applied project management skills to oversee process improvement initiatives, from ideation to execution, ensuring alignment with strategic goals• Developed automation scripts using VBA and SQL, streamlining manual processes and boosting operational efficiency across various technical environments

Client: PwC•Provided 24/7 monitoring and support for PwC US servers, ensuring optimal system performance and rapid issue resolution•Configured and managed alerts using various monitoring tools, including IPmonitor, SCOM, BMC Patrol, Sun MC, and HP SIM, to proactively identify and address potential system issues•Developed and implemented Standard Operating Procedures (SOPs) for the Monitoring and Response Team, outlining detailed alarm-handling processes to effectively manage incidents and outages•Collaborated with cross-functional teams to ensure seamless communication and swift resolution during critical incidents, minimizing downtime and ensuring business continuity