Sr. Consultant (Digital Operations Consulting)
Lean Six Sigma Black Belt trained ► Philadelphia (PA), USA (2017)♦ Drive consolidation of contact center (1000+ FTEs) through technology modernization, process improvements, business analytics and digital enhancements (IVR, web, mobile)► Boston (MA), USA (2017)♦ Performed a maturity assessment of client’s Claim operations spread across 5 states♦ Helped create roadmap with cost savings worth $ 11 M realized through robotic process automation, process optimization, waste elimination & sourcing► Copenhagen, Denmark (2016)♦ Assisted Denmark’s second largest insurer in developing a cost optimization program spanning their Sales, Service and Claims business units. Identified opportunities worth DKK 463 M(3 years)► Waterloo (IA), USA (2015 - 2016) ♦ Performed maturity assessment of client’s Brokerage operations & helped senior executives understand implications of their Wealth Management strategy on back-office operations♦ Conducted cost per widget analysis & industry benchmarking♦ Identified improvement opportunities worth $1.1 M in cost savings spread over 2 years♦ Identified automation opportunities & helped create efficient VBA automations generating savings of $300 K per year ► Woodbridge (NJ), USA (2014 - 2015)♦ Conducted a Broker Dealer risk assessment of client’s Insurance Retirements business from a FINRA/SEC/NASD Compliance standpoint♦ Helped senior executive leadership identify operational gaps, provided them recommendations & execution roadmap► Bangalore, India (May 2013 - Oct 2014)♦ Facilitated a 11% improvement in the overall defective % score for client’s offshored process. Cost savings to the tune of ~$300 K per year - by avoiding service credits and improved efficiency ♦ Recognized as "Idea Innovation Champion 2014" for driving innovations in back office operations♦ Drive process improvements in back office, Lead and mentor Six Sigma projects, Workforce Management, Data Analytics
