• Developed a functional requirement document of the front-end Sherpa system to serve as a contract between developers and clients.• Created a user guide of AS-IS messaging system for training future customer service representatives.• Collaborated with Health coaches and Business analysts to streamline member responses on the frontend messaging system to improve productivity.• Created benchmarks of customer service’s day to day activities to provide a framework of capacity that can be handled for future programs.• Facilitated automated message uploads through UI path to increase efficiency among Business analysts.• Compiled a repository of standard messages sent out for member specific programs to streamline customer representative activities.• Designed an excel dashboard of in-progress Client programs for message uploads to enable better decision making.• Measured impact of existing user stories in the pipeline to prioritize deployment in future releases.• Worked with Clients to design a message curriculum for Healthy Living programs to reduce re-admission rates in hospitals.• Conducted testing prior to Go-live to ensure accurate message scheduling for a two-month time period.• Encouraged a mindset of cross-functional problem solving, program co-ordination, continuous exploration and value delivery for our customers and the business within the organization.

• Partnered with developers to automate manual processes, saving time and money while decreasing errors. Credited as a primary driving force behind a 5% increase in efficiency.• Re-designed the front-end ‘Maestro software’ to enhance Agent–Member interaction on inbound calls resulting in savings of $440,000 within the Customer Service frontline staff.• Worked with back-office teams to reduce re-work caused by 2500 frontend employees on customer inbound calls; resulting from insufficient information collected and outreaches made to subsidiary teams.• Gathering and documenting business requirements through lean tools and translating it to the development team to formulate streamlined processes and softwares for the end-user.• Worked on re-designing a ‘Benefit Intent review process’, comprising of 15 teams formulating a Benefit plan for Group retirees. Reduced iteration of changes made upstream to cut down multiple downstream adjustments resulting in 30% decrease in TAT.• Optimized existing claim adjudication and auditing processes by identifying and removing gaps in efficiency.• Single point of contact between Client and IT groups from solution planning to sizing and fulfillment.• Performed and assisted with time studies to measure the metrics of current processes, work standards for improved processes, and capacity change from improvement implementations.• Lead conversations with organizational leaders to establish, develop and understand business requirements, project strategies and cost-benefit analysis.• Used statistical analysis tools to analyze performance data and recommend optimum production levels.• Designed a process to monitor workbaskets, rapidly recalibrate performance goals and set optimum production standards that reduced ad-hoc requests from internal customers.• Created process maps and used statistical tools to identify gaps in the process, automation opportunities, improve handle times, reduce turnaround times, and improve throughput.

• Assisting AT&T with the launch of their 4G LTE network across the United States (over 10 cities)• Managing, gathering and preparing daily performance reports of 9 RF Engineers along the East Coast. • Saved $2000 per month by defect reduction and process improvement.• Reduced transportation cost by 20% using vehicle routing to calculate shortest path around base stations. • Created and defined standard work for the technicians, including recruiting and employee development.• Calculated the optimum inventory level and replenishment needs for testing.

• Coordinate quality control objectives and activities to resolve production problems; Implemented FMEA, Kaizen, DMAIC processes, SPC and lean methodologies for work flow improvement.• Designed and created assembly drawings, including bill of materials and detail drawings, for work holding equipment, primarily special jaws, chucks and tool holders.• Solicited feedback from machine operators and builders to develop high quality and cost effective designs. • Direct Cost saving of INR 2,137000 (Approx: $48568) per annum through plant layout and forecasting.• Improved productivity by 28% due to Kaizen and 5S implementation.• Based on the raw material and finished goods consolidation analysis, simulations were created using the simulation software Arena 5.0™• Provided suppliers with comparative data and metric performance for the purposes of executing improvement projects.