• Innovation Lead for Japan, managing 30 accounts both domestic and global• Conducting process studies in hiring, exit, T&Q, WFM and Operations to identify opportunities for automation, process streamlining through Lean and Six Sigma initiatives and deployment of innovative solutions (Concentrix proprietary solutions and 3rd party)• Instrumental in deploying RPA-OCR which has reduced manual processing of application by 98% over a period of 9 months• Using Agile methodology, managed the deployment of a ‘voice-bot’ for 2 global clients • Present opportunities and demo the solutions to the Delivery Team and the Client along with quantified benefits to procure approval for deployment• Create detailed deployment plan documents and consult with the different teams involved and see project to go live• Monitor usage and quantify actual benefits• Approximately $750k realized savings from the deployment of innovation solution in 2022• Identify local innovation and automation solutions • Train and upskill self on innovative technologies by completing courses offered by IBM, Udemy and other online course providers

• Spearhead operational analytics for LATAM, EMEA, India, China, Japan, Korea and ANZ regions, for a Fortune 500 Technologies Company• End to end data management and conduct analysis on key metrics• Conduct monthly governance calls with all Site Leads and other support function stakeholders to highlight and discuss risks identified and offer ways to mitigate these risks• Identify areas of opportunity to improve performance, streamline processes, optimize cost, and increase financial benefitso Realized an addition of 2.1 million billable minutes (post adjustment to Occupancy of 85%) across 4 Geoso Re-evaluated the feasibility of achieving 91% CSAT when the Mean performance across all vendors was less than 85%, this resulted in a savings of $0.5 million for 1 quarter (waiver of penalty)o Identified leakage opportunity of $1.65 Million through non-billable aux optimizationo Built analytics around metrics that defined customer touch points and the time a case spends in the system to identify areas to be targeted in the training of new batches• Identify automation opportunities to increase team efficiency by decreasing repetitive manual reportingo A total of 19 Governance calls conducted in a 22-day working montho The Performance Summary for all metrics and geos takes approximately 60-270 mins (each)o Automation of this report within the team using SQL and R Studio has decreased this to a 30 mins tasko Liaising between the automation team and Ops, Training and Quality to deploy a game mechanics platform to aid in metric targeted training in 5 sites in 2 geos

• Part of a 5-member consulting team for a Fortune 500 Technology Company• Responsibilities included identifying reasons for backlog of emails for an Accounts Payable Process, assist in creating workflows to increase efficiency of the advisors and achievement of the Service Levels• Streamlined the entire process; from hiring to training, to quality, to workforce management • Created the foundation for the Operations and Training & Quality Manual with documentation for sub processes

• Part of a 5-member consulting team for a Fortune 500 Technology Company• Responsibilities included identifying reasons for backlog of emails for an Accounts Payable Process, assist in creating workflows to increase efficiency of the advisors and achievement of the Service Levels• Streamlined the entire process; from hiring to training, to quality, to workforce management • Created the foundation for the Operations and Training & Quality Manual with documentation for sub processes

Have over 8 years of experience in the Service Industry, catering to various segments like Financial Services, Travel and Telecommunications.Six of these 8 years have been spent in the sphere of Operations and Corporate Quality, where, I have acquired and sharpened my skills in Training, Transaction Quality, Client Relationship Management and Corporate Quality.

Was responsible for the the Response Quality (RQ) of the program. Would monitor a group of 15-20 agents. Condut Mock Assessments for the new joinees prior to them going into production.Conducted quality sessions for new and old agents alike.Looked after product refreshers and knowledge level tests for the agents.Liased with the clients and was responsible in communicating updates betwen the clients and operations.Took escalation calls as and when the need arose.

Troubleshoot issues pertaining to credit card swipe machines for vendors of First data Commercial Services in the USA.