INFINITIN empowers and enables thriving businesses through a people-first approach, starting with employees.

Setting up the VOC businesses at Deloitte Canada (after India) to provide top Management Consulting, Strategy and Delivery services to help make our clients more customer centricClient Name: Large Canadian Insurance provider - Helping the Canadian insurer implement a holistic Voice of Customer System to enable them to learn about their Customer Experience across their business and link NPS to financial outcomesClient Name: Large Canadian Government Health AgencyHelping the Canadian Government Healthcare agency measure organizational effectiveness by running environmental scan and closed loop processes Client Name: Deloitte CanadaTransforming Deloitte Canada's internal VOC project and automating internal processes to increase efficiency

Delivery Manager/ Project ArchitectMedallia is a leading Customer Experience Management (CEM / CX) SaaS company that enables companies to capture customer feedback across a multitude of channels and touch points - understand it in real-time - and drive action everywhere — from the C-suite to the frontline.- Designed/ Implemented 10+ global operational customer experience management solution using Medallia OCEM package- Working as Medallia Tech Arch and USI Delivery owner for our global clients, with annual USI delivery in excess of $6M - Created Deloitte's OPHX USI capacity of 20+ certified resources across Medallia/ Qualtrics, catering to 9 Fortune 500 clients- Trained and mentored 20+ new hires – onboarding development plan, sessions, workshops, certification Client Name: Large High-tech client - $4M+ service innovation for cleint's product, customer support, social, & panel businesses- Upselling led to new implementations for various Printing System unit; generating > $2M sales- Executed a complex detailed market research program to gauge usage experience of select competitor’s laptop models Client Name: F100 Telecom company - Implemented $1M CX program to curb churn in clients volatile prepaid customers- From Design to Delivery, a VoCE feedback program about the retail store experiences - Setup Predictive Text Analytics across product ranges to catch and save detractors early using semantics/ sentiment scoresClient Name: F100 High-tech firm - CEM to deliver a line of sight into Lenovo’s operational insights across 8 business lines - Delivered client's Retail program to operationalize their customer's Retail Store CX experience globally; Pilot – ChinaClient Name: Large US Healthcare - Helping the client improve their B2B experiences from underwriting to claims to premium audits - Project priorities are improving the customer journey, customer retention, driving financial insights

Client Name: F100 Hight tech clientsPost split, client's printing, and PC segment wanted to have their own standalone smart and personalized Customer Support Portal - support.hp.com.- Delivery Manager: Successfully executed the $1M Agile project from conception to completion on-time/on-budget with a team of 30+ members.- Cutover Lead: Developed the cutover approach across 7 global cross-functional teams and orchestrated 6 high-pressure Go-Lives with a record uptime of 99.9% every time. - Functional Consultant: Consulted the clients (triweekly calls) to create a Product Backlog, Sprint Backlog, and User stories and worked with 3 scrum teams (daily stand-up meetings) to have them in action.- Business Analyst: Analyzed client’s business requirements and processes through techno-functional grooming, document analysis, calls, and workflow analysis for 8 of the 12 sprints.- Managed 5+ levels of testing including functional, regression, user acceptance, integration and performance meeting the SLA defect criteria of 0,0,5 for most Go-Lives.This support portal achieved its best jump in NPS ratings (12%), got a robust SEO/ SEM capability, with a personalized website experience, Case Management System and a machine learning smart Chat Bot, leading to a reduction in a couple million incoming customer calls to HP’s call center since implementation.

Client Name: F100 Telecom providerT-Mobile' MetroPCS prepaid wireless service wanted to re-build their existing Pre-Paid and Post-Paid User Interface for customers, retail representative, and customer care executives.- Designed a cross-browser compliant client application using the latest UI technology trace.- Translated clients’ requirements various tangible deliverables such as functional specifications, user cases and user stories.- Executed UAT planning, documentation, sign-off; resulting in a 30% reduction in UAT test cycle time for the system upgrade through a risk-based testing approach.

Client Name: Large coupons companyCoupons Inc. sold printed coupons to its retailers and wanted to digitalize the process of creating, archiving, recommending coupons, including social, mobile and Loyalty card promotions to their customers.- Business Analyst: Performed Business/ Gap Analysis, led UI design and development of major application redesign well within the project timelines.- UI Developer: Developed a customizable web application and performed RCA during support timeframe to troubleshoot issues well within the SLA.- Web Analytics: Ideated, designed and created the Web Analytics implementation of the site, for measurement, reporting, and analysis of every customer click on the site.- Every UI component in the application was created as a separate widget, that could be modified on the go with virtually zero downtime. There were no reported UI issues 6 months post production.With such a dynamic, widget controlled, digital coupons that would sense user behavior, Coupons Inc were able to sell the solution US Retail giants such as Walgreen and Dollar General. The company delivered 41% revenue growth, increased digital coupon transactions by 40% that quarter, with an increase in the average basket size of shoppers by 45%.