Conceived of and led the development of an android APK for an AI-based vernacular conversational voice bot to be integrated into the NiYO Bharat AppCreated REST API documentation for setting up an exhaustive IVR that resolves >55% of NiYO Bharat callsConducted primary research with Indian blue-collared workers to craft NiYO Bharat’s product roadmap Won Founder’s Choice award for implementing a voice-based customer authentication system in NiYOthon 3Wrote user stories to redesign Servicing portions of NiYO Bharat App that’s rated 4.5 with 100K+ downloadsIntegrated WhatsApp for Business API with the existing CRM to provide Global customers with a chat platform, reducing the average agent response time of Global service complaints from 2 hours to <1 minute Set strategic direction of NiYO’s Customer Experience by institutionalizing Net Promoter Score as a central metric; improved NPS of Bharat customers from negative 13 to 40+ through a closed-loop feedback process

Led discussions with cross-functional product management teams of 20-30 employees to finalize hypotheses to test during first in-house Moments that Matter project for Capital One’s Home Loan businessesDesigned a 450+ question survey and launched it to 2M+ home loan customers of 28 banks across the USBenchmarked customer experiences in terms of 15 functional moments and 20 emotional attributes using decision-tree based classification models on TreeNet (Gradient Boosting algorithm)Introduced 6 identifiable customer segments in the home loan business using machine learning (k-means)Discovered that the application experience was the most exhausting in Capital One’s Home Loan customer journey; also presented the Best-in-Class experiences of its major competitors

Facilitated strategic sale of a $200M+ media company by developing valuation models and go-to-market strategies in discussion with senior managementDeveloped and presented an investment summary to help structure a $60M deal for a real estate development projectWrote and presented a paper assessing India’s attractiveness in light of recent political and regulatory changes

Led the budgeting, management accounting and people operations of the 70+ membered divisionDeveloped and launched a turnaround strategy by analyzing margin contributions of 700+ clients from past 3 years and recommending a differentiated pricing model for key clientsNegotiated with CEO, CFO and HR head by simulating divisional performance using spreadsheet models to reduce commission eligibility thresholds by 25% leading to a 50% increase in rewards

Led a team of 3 analysts to build and implement an online application for real time information management and data repository that still serves as division’s in-house knowledge platform for 500+ business pitches annuallyDesigned a business intelligence dashboard to present real time KPIs that reduced management’s follow-up duration with the 12 divisional teams located across 7 cities by >50%Awarded the first ever Young Achiever Award for helping the management achieve divisional profits 70% over 2010 business plan by creating the dashboardCreated online surveys to quantitatively gauge the level of cohesion between the division and the firm’s 100+ central support staffs; secured management’s buy-in to adopt the metrics as one of division’s standard annual KPIs

Managed the budgeting, procurement, strategy and schedules of complex construction projects building offices for clients like Microsoft, Hewitt, EMC and a retail outlet for Yum! Restaurants.Managed 300+ people including 3 senior managers, 13 contractors and a labor union to deliver the fit out project of Hewitt office in Mumbai within a budget 15% less than the regional averageAssisted Yum! Restaurants register a record first-day sale by delivering a KFC retail outlet a week before its pre-advertised launch date in one of the busiest malls in Mumbai taking less than 2 months in constructionSaved 30 days in a year-long fit out project of Microsoft office by employing an innovative laser instrument to complete a labor intensive job of floor-marking partitions (2+ miles) earning Special Recognition