Sonia Kumar Email & Phone Number

• Managing $90M+ global program for more than a year, driving innovation and modernization of the platform, and supporting pharma clients with their strategic decision-making
• Managing technology transformation initiatives, including the integration and merger of different platforms, cloud enablement, modernizing UI to meet current industry standards, and adoption of new and emerging.
• Leveraged strategic data-driven initiatives to identify business development opportunities, partnering with the leadership team to materialize a $15M opportunity
• Partnered with Senior Leadership to facilitate multiple discussions on strategy, portfolio prioritization, and governance development
• Co-ordinating with Product Manager, Development, and QA team to streamline production and reduce defects
• Delivered a 30% improvement in operational efficiency through fostering tight team collaboration and proactively creating a lean-agile rhythm for regular releases

London, United Kingdom

• Engaged in diverse projects such as profiling, segmentation and targeting, patient data, multi-country trackers, AI-ML, incentives, and deliverable development to facilitate successful consulting engagements
• Collaborated with clients to launch new products, and conducted workshops to analyse and comprehend competitor markets
• Assisted in migrating existing excel-based offerings to Power BI, achieving a 15% reduction in manual effort, improved accuracy, and increased profit margins
• Streamlined processes to increase team capacity for new projects by 20%, and boost profitability as a part of continuous improvement initiative
• Oversaw Python project development for segmentation and targeting, and implemented AI-ML capabilities to create innovative client solutions
• Played an active role in the COVID-19 response, supporting a major survey for the UK government to combat the pandemic

Bengaluru Area, India

• Head of a 10-member team offering analytical and consulting services to a range of pharmaceutical companies throughout Europe and the UK
• Responsibilities include Business Development, Delivery Management, Capability Development, Recruitment, and Innovation
• Expertly anticipate and address complex business issues for clients, developing and proposing custom-tailored solutions
• Cultivate and manage critical business relationships, seeking to deepen engagements and facilitate transformation for clients
• Drive process optimization through workflow simplification, standardization, and automation to enhance competitiveness and deliver superior results
• Worked on multiple projects which included patient and prescription level analysis, segmentation and targeting, and patient journey, among others

Bengaluru Area, India

• Directed and managed a 10-member team to deliver consulting and analytical support services
• Drove continuous performance and quality improvement through Kaizen sessions
• Conducted comprehensive evaluations of existing operational strategies and making strategic recommendations for enhancements
• Implemented innovative automation solutions to streamline data processing and decrease manual reporting by 40%

Bangalore Area, India

• Successfully managed a team of 15 members with a 0% attrition rate throughout the entire year
• Responsible for addressing and resolving long-standing issues related to card transactions on tills, resulting in cost savings of over £2 million
• Developed and managed a robust quality assurance program, overseeing on-site evaluations, internal audits, and customer surveys
• Served as the lead for Management Information Systems (MIS), designing critical reports and forecasting workforce requirements to support business operations
• Optimized staffing during busy periods by creating employee schedules and monitoring call-outs, ensuring seamless delivery of services
• Generated key insights and supported the leadership team with strategic decision-making initiatives

Bengaluru Area, India

• Lead the rollout of new projects, forecasting call volume and resource requirements, and collaborating with stakeholders, IT support teams, vendors, and Operations team to ensure successful project implementation
• Contributed to project implementation initiatives for a variety of systems, including Cash Management, Club Card, Dot Com Kiosks, and Self-Service Checkouts
• Played an integral role in the successful rollout of a new Cash Management System across 3000+ stores in the UK
• Conducted Kaizen sessions to drive continuous process improvement
• Improved overall customer experience by analysing problems and training teams, leading to a 90% reduction in No Fault Found issues reported to the vendor, improved store resolution time by 48 hours

Bangalore Area, India

• Trained and mentored new joiners on various process requirements
• Performed quality audits and supporting team with process related queries
• Handled escalation, resolving complex cash loss related queries and analysing the reasons for cash loss at stores

Bengaluru Area, India

• Supported stores across UK with cash reconciliation and payroll related queries. Resolved ongoing issues by following up with vendors or support teams for smooth store operations.

Bangalore Area, India

• Involvement in inbound calls for sales, services and retention. Delivered exceptional customer service by leveraging extensive knowledge of products and services and creating positive experience.