Curate ISV partnerships for IBM iX globally to foster an eco-system of robust partnersDeliver experience led ROI & Growth through Intelligent Customer TransformationStrategize, design & scale, human-centric intelligent experiences that continuously learn, adapt & innovate ahead of the marketRecent Assignments: Insurance Client (N.A.): At present, leading overall strategy and transformation for a public sector insurance client in Canada (~$15M TCO). Helping the client… Show more Curate ISV partnerships for IBM iX globally to foster an eco-system of robust partnersDeliver experience led ROI & Growth through Intelligent Customer TransformationStrategize, design & scale, human-centric intelligent experiences that continuously learn, adapt & innovate ahead of the marketRecent Assignments: Insurance Client (N.A.): At present, leading overall strategy and transformation for a public sector insurance client in Canada (~$15M TCO). Helping the client reimagine Customer Experience (CX) by strengthening their foundational business and technology operating models. Banking Client (N.A.): As a Product Manager, supported the launch of world's first 100% digital cash management business for one of North America's largest banks. Revamped the client onboarding process by creating a fully digital capability, significantly reducing the traditional >50-day onboarding period to less than 24 hours. Additionally, designed and scaled digital service capabilities to deliver top-tier client servicing.Telecom Client (LATM): Crafted a compelling Point of View (POV) as a Product Strategy Lead, articulating IBM's perspective on the evolving digital landscape, proposing a strategic right-channeling approach, and benchmarking industry trends. Presented a multi-year transformative, journey-based roadmap for seamless customer engagement.Utilities Client (N.A.): As a Business Strategy Consultant for a North American Utilities Client, conducted a comprehensive business maturity assessment. Delivered strategic recommendations for business growth, customer engagement & enhancing CX, aligned with industry standards and peer comparisons. Provided a comprehensive evaluation of available digital capabilities and strategic roadmap recommendations to optimize operational efficiency and enhance overall business performance. Show less

Serve as a digital transformation lead for enterprise performance & automation scaled to 4,500+ agents improving process efficiency, eliminating waste, providing access to near real-time performance data.Lead Agent Workforce Optimization efforts for improved data quality, integrity & accuracy, uplifting quality of interactions with customers. Influence Voice of Customer Analytics initiatives by establishing a cohesive network with business partners to uncover insights, identify NPS… Show more Serve as a digital transformation lead for enterprise performance & automation scaled to 4,500+ agents improving process efficiency, eliminating waste, providing access to near real-time performance data.Lead Agent Workforce Optimization efforts for improved data quality, integrity & accuracy, uplifting quality of interactions with customers. Influence Voice of Customer Analytics initiatives by establishing a cohesive network with business partners to uncover insights, identify NPS drivers to enhance customer experience and provide best-in-class customer care. Show less

Manage business integration strategy & change execution across 5 markets globally, impacting an interconnected team of ~6,000 colleagues, enhancing Loyalty & Retention while preserving Customer Brand Experience for multi-million consumer card holders. Strategically partner with cross-functional teams to design and scale efforts under Regulatory, Compliance, Marketing, New Products, Pricing Strategy, Risk, Credit & Collections, Payments Infrastructure, Card Issuance domains impacting end-to-end… Show more Manage business integration strategy & change execution across 5 markets globally, impacting an interconnected team of ~6,000 colleagues, enhancing Loyalty & Retention while preserving Customer Brand Experience for multi-million consumer card holders. Strategically partner with cross-functional teams to design and scale efforts under Regulatory, Compliance, Marketing, New Products, Pricing Strategy, Risk, Credit & Collections, Payments Infrastructure, Card Issuance domains impacting end-to-end customer experience & engagement journeys Show less

Drive operational excellence & process optimization across US&C and JAPA. Delivered ~$6MM quantifiable OpEx reductions through enhanced customer experience, simplified interaction journeys through highly skilled & geographically diverse team spread across 9 JAPA markets.

Deliver context rich voice channel experience for 750M+ customer interactions through centralized voice response & intelligent call management for Consumer & Corporate businesses globally. Led design & development in 6 international markets (on-site) enabling next-gen capability solutions to drive revenue growth.

Provide last tier SME support on complex network designs, new product development reducing overall defect margin by 2%. Work closely with Product Development on new/on-demand features with a potential of at least 10% ROI .

Network specialist for Cisco Voice Solutions troubleshooting complex deployments for global Cisco customers. Achieved highest levels of customer satisfaction scores managing an average 5 unique customer interactions daily.