• Led the successful execution of the Workday Projects transformation initiative, updating 90% of career profiles for over ~63,000 employees within the Workday System. • Oversaw a portfolio of four key projects—Powering Human Progress (organization wide transformation program)- Kyndryl Compass, Position Management, Workday Projects, and Workday Learning—with a combined budget of $10M, leading the change management efforts for 70K employees and ensuring they aligned with organizational goals and met stakeholder expectations• Designed and implemented PODS and POOLS reporting dashboards, integrating strategic and tactical governance with data from over 10 complex systems and 15+ data sources. This centralized reporting solution enabled Pod Leaders to manage operations more effectively, allowing them to view gross profits exceeding $5M and volume signings of over 200,000 units. The dashboards provided crucial metrics, including the Labor/Pod Scorecard and KPIs such as SLA Attainment (95% compliance) and NPS (8.5 out of 10). As a result, Pod Leaders achieved an average 15% reduction in operational fragmentation, significantly enhancing efficiency and performance across the pods• Coordinated cross-functional teams of 50+ members across HR, Business, Learning, and Communications, driving 12 major initiatives. • Led the PRIDE OF WORK program for 55K client delivery teams driving urgency for our clients, consistency in our processes & client experiences reducing avoidable issues and communicating to win

• Strategic Initiatives NPS Improvement: G2G initiatives resulting in a 10% increase in CSAT / Net Promoter Score (NPS) within a quarter• Led Six Sigma projects that implemented three key process improvements, including streamlining order fulfillment processes, enhancing quality control procedures, and optimizing customer service workflows. These initiatives resulted in a 20% reduction in customer complaints and increased overall operational efficiency by 15%• Achieved 100% compliance in ISO & PAR audits, enhancing operational efficiency and quality assurance• Implemented Ansible Automation leading to 30% reduction in manual task execution time• Continuous Service Improvement MI Reduction: Successfully reduced Phase 8 incidents by 50% through targeted improvement initiatives• Reduced Failed Changes (FC) by 25% through process optimization and automation. • Achieved a 15% reduction in Defect Rate / Defect Density through rigorous quality control measures and process enhancements• Innovation In-house Solutions and Automation: Scaled existing products resulting in 30% increase in user adoption.• Executed new ways of working, leading to 20% improvement in team productivity• Pride Of Work Conducted 20 awareness sessions on topics including Failed Changes (FC), Human Error (HE), Root Cause Analysis (RCA), and ISO compliance resulting in 90% increase in adherence to best practices

IBM GTS Agile Accelerate:Cross Market Agile Coach supporting the GTS Agile Accelerate initiative, supported all sector Agile Champions in recruitment, selection, and on-boarding to support the GTS Agile Accelerate Program. Driving Agile maturity across markets.Global Theme Based Initiatives Projects:NPS (Net Promoter Score): Global leader in driving customer satisfaction project. Converted detractors/passives to promoters, contract renewal, customer confidence and healthy relationship with more than 80+ clients across North America. Managed complex discussions with customers, performed sentiment analysis on the reasons for score, addressing pain areas of the customer and communicating results with transparency and effectiveness.FC Reduction Six Sigma Project: 87% improvement in number of failed changes in top accounts across NA. Huge reduction in penalties, Outages leading to ultimate customer satisfaction.

IBM Delivery Analyst Lead (Quality Assurance Professional) Driving Agility in business and accounts, facilitating showcases helping squads in training. Handling noiseless delivery and enabling best practices adoption through quality showcase, news, blogs, email communication, continuous engineering, newsletters, and various other platforms. Executing quality objectives in line with the parameters defined for the KPIs to enable the compliance as per requirements and taking necessary control measures to minimize any deviations. Working with Delivery Project Executive’s for overall Account Cost reduction & Client Project Executive for Contract renewals. Interacting with Delivery project executives and Project Executives on a monthly basis understanding the issues related to Operations / Transition / Financial/ CSAT /Transformation and ensuring the action plan and Get to Green date is in place also in case of critical situation I involve the support teams. Reviewing compliance report ensuring no overdues, ensuring known error and risk database are been updated and used for quick resolution.  Participating in RCA reviews are ensuring quality RCAs are been sent to the customers. Integrated Customer Experience, Quality and Delivery Governance models, and oversight to monitor SLA targets, Major Incidents, Fail Changes, NPS Scores, Overrun and Penalty. Build Value Stream mapping and eliminating of NVA’s and wastes. Reporting all metrics to General managers. Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores For all the Penalties we look for possible earn back as per the contract and try to reduce the amount.

 Giving IBM Quality framework Training to new joiners.  Conducting daily quality meetings, DSR, Kanban board updates. Presenting IBM’s monthly score card (operational metrics) to client and discussing all the improvements and automations done by teams. Categorizing data and identifying top defects on monthly basis for incident reduction, assigning tasks to technical team to reduce the incident. Analyzing data for alerts reduction / service request reduction / incident reduction. Evaluating and providing input to the CDI and Dynamic automation team for accounts where attention is required.  Driving Biweekly Metrics meeting with operations team giving insight of workload and the issues server wise or category wise. Creating Management review slides, Scorecard and Dashboards. Driving Continual Improvements & Defect preventions. Sharing Monthly Inventory and cloud migration reports. Finding process defect and report to the DPE and SIL’s for improvements or to raise risk. Creating and reviewing Agile Metrics and Scheduling Retro and showcases. Dynamic Automation performance analysis and improvement plans. Identifying areas of quality failures & taking steps to rectify the system wide preventive and corrective actions to avoid the re-occurrences