- Strategic initiatives to develop zero-to-one and one-to-ten journeys for scalable processes across clinics- End-to-end customer NPS measurement and management- Detractor cohorting and collaboration with cross-functional teams to solve for process, people, and policy- Service desk setup for customer-facing roles, handling queries and resolutions across multiple teams, focused on customer satisfaction and retention- Implementation of task management and ticketing tools- Focus on deriving insights from data to drive continuous improvement- Work with CXOs to identify grassroots issues and solve them tactically and strategically

- End to end Program management for initiatives identified internally and client driven- Collaborating with the Head of Cross-Functional Teams, analyzing the Voice of Customer,and devising strategic initiatives to meet business-critical objectives- Led Improvement program in services operations by deploying different improvement methodologies like Six Sigma

Key stakeholder for the Digital Process Operations division for HCL, for one of our Top clients, $1.5T+ Multinational Tech conglomerate.Project Management- Working with Clients and Ops team in capacity of a consultant- Operations KPI tracking- Key contributor in SOW and Contract negotiations- Led multiple Process and People improvement initiativesOperations Manager- Managing End to End operations and Client relationship management for a Human judgement consulting process for the same client- Responsible for Transition of multiple audit streams on a client tool

Part of the Global Excellence team for HCL's Media, Publishing & Entertainment Division across various locations and processes.Responsibilities:> Auditing the process basis Industry & COPC best practices> Work along side Process Leadership to identify and analyse gaps and chart out mitigation and improvement plans post end to end RCA> Focus on maximizing Operational efficiency to improve the overall Support experience, therefore Customer satisfaction along with paying particular attention to Client expectations through focused improvement projects.

Process Improvement: -Analysing the current practices and finding improvement areas in Google's process to improve customer satisfaction by implementing NPS strategy-Aligning customer expectations and strategising potential deliverables for a team of 7-Responsible for streamlining process and incorporating best demonstrated practices for the projectPresales:-Identifying scope of potential future business propositions; working on RFPs to win and negotiate deals by mapping organisation's solutions to client needs

o Appointed to lead the team as coordinator from a pool of 10 people based on merit o Responsible for successfully negotiating deal with Title sponsor for Genesis 2016, signing 5 year-long associationo Headed a team of 18, to plan and organize the annual festo 30% YoY increase in scale of event in terms of budgeto Drafted national online promotion plan spanning 3 monthso Responsible for negotiations with the key sponsors, committee heads and college authorities.

Global Market Management Team, Lodging Partner Services, Expedia Inc.Project Brief: Formulating strategies to position Expedia as the market leader in Indian Online Travel Agent landscape by examining partner relations• Interacted and engaged with hotel partners to monitor their current performance; drafted customized growth strategies• In depth analysis of industry practices and trends for comparative benchmarking of players in Indian OTA market• Identified potential improvement levers for Expedia basis supply, demand and product; suggested solutions to attain market leadership

The deliverable of the live project consisted of a complete National research of the existing Schooling Institutions, and analysing and mapping the differences in facilities and gaps in the basic infrastructural provisions in the schools of the country