Aug 2024 – Feb 2025 · 6 mos · India · Hybrid

• Co-founded Novamind Tech, focusing on developing a real-time omni-channel conversational AI.
• Utilized a custom-built agentic framework employing the ReAct method for enhanced user interaction.
• Implemented intent-based context switching to improve conversational flow across multiple platforms.

Jan 2024 – Aug 2024 · 7 mos · Mumbai, Maharashtra, India · On-site

• 1. Strategy Development and Implementation: Developing and implementing a comprehensive data strategy that aligns with the organization's goals. This involves identifying opportunities to use data science and AI to create value, improve operational efficiencies, and enhance customer experiences.
• 2. Team Leadership and Development: Leading and nurturing a team of data scientists, data engineers, and AI specialists. This includes hiring talent, fostering a culture of innovation, and providing ongoing training and development opportunities to keep skills sharp and up-to-date.
• 3. Data Infrastructure and Governance: Overseeing the development and maintenance of the data infrastructure required to support data science and AI projects. This also includes establishing robust data governance practices to ensure data quality, privacy, and security.
• 4. Cross-Functional Collaboration: Collaborating with other departments, such as IT, marketing, product development, and sales, to identify and execute data-driven projects that support their objectives. This requires excellent communication skills to bridge the gap between technical teams and business stakeholders.
• 5. Innovation and Research: Staying abreast of the latest trends and developments in data science, data engineering, and AI. Encouraging innovation within the team by exploring new tools, techniques, and methodologies that could enhance the organization's data capabilities.
• 6. Impact Measurement: Establishing metrics and KPIs to measure the impact of data science and AI initiatives on the organization's performance. This involves demonstrating the ROI of these initiatives to justify continued investment in the data capabilities.

Feb 2022 – Jan 2024 · 1 yr 11 mos · Remote

• Led a global Analytics delivery team spread across USA and Romania
• Use advanced Analytics techniques to report project profitability
• Analysis and prediction of manpower demands over a financial year.
• Operational performance reporting by building data pipelines (Using SQL and Python), and visualizations using powerbi

Nov 2016 – Feb 2022 · 5 yrs 3 mos · Noida Area, India

• Highlights:
• ➞ Demonstrate leadership in Organizational management and Solution Delivery
• ➞ Deliver SG&A efficiencies through Robotic Process Automation
• ➞ Plan & forecast resourcing for a team delivering benefits above $8M+ annually
• ➞ Reduce BenEx through predictive data modeling using ensemble models of Random Forests and Regression
• KRA’s
• ➞ Continuously improving the analytic and data science capabilities through expansion of domain expertise, external validation, and collaboration, and insights gathered from data related to solution adoption
• ➞ Translating the customer's business requirements to define RPA (Robotic Process Automation) value proposition and solution scope
• ➞ Evangelizing the formulated strategic direction by creating alignment with Data Engineers, BI & Visualization Experts and Data Scientists and projects that fit within an overall analytic direction for Optum Global Service
• ➞ Establishing the strategic direction of new analytical and data science/machine learning / AI platforms.
• ➞ Developing a strategy and associated technology platform roadmaps to build core, common platforms (BI, analytics, and RPA automation) to assist the business with cost savings/reduction opportunities, customer & business development
• ➞ Leading an Automation Center of Excellence and delivered significant savings in Operational Expenses through RPA (Robotic Process Automation)
• ➞ Developing a well-informed perspective on the external environment and acting as a subject matter expert on relevant topics, technologies, and trends
• ➞ Driving the implementation of development best practices throughout the organization, while governing control and ensuring objectives are achieved
• ➞ Assessing the automation opportunity from a technical perspective and providing the solution. Anticipate, identify, track and resolve technical issues and risks affecting delivery

Nov 2012 – Nov 2016 · 4 yrs · Mumbai Area, India

• Highlights:
• ➞ Led a Global HR Analytics & Reporting team functioning across EMEA, LATAM, APAC & NA
• ➞ Improved class ll rate to 100% through predictive modeling of the applicant pool in the region
• ➞ Automated actionable intelligence through web-based BI
• ➞ >$10M savings through various process re-engineering and automation initiatives
• KRAs:
• ➞ Contributed to setting and owning the delivery and operationalization of Workforce Analytics strategy through the usage of appropriate tools, dashboards, and change management
• ➞ Built, developed, and maintained data models, reporting systems, data automation systems, dashboards, and performance metrics to assist the key business decisions
• ➞ Governed international team delivering HR Analytics through the GOLD (Globally Operated Locally Delivered) model of delivery by partnering with international HR Partners
• ➞ Managed and prioritized incoming workload to balance day-to-day needs with advanced analytics research and reporting

Nov 2011 – Nov 2012 · 1 yr · Mumbai

• ➞ Steered a shared services team delivering timely performance metrics
• ➞ Trimmed down SG&A expenses through automation (VBA & Integrations)
• ➞ Reduced time to build through the improved methods of reporting & analytics

Oct 2010 – Sep 2011 · 11 mos

• ➞ Ensured consistency with all teams to drive high-performance quality by communicating, monitoring, and managing minimum standards of quality, quantity, accuracy, and efficiency
• ➞ Established mechanism and enhanced customer satisfaction through predictive methodologies to target specific agents with a high probability of defect
• ➞ Evaluated the customer satisfaction and identified the opportunities for improvement
• ➞ Improvised the call quality by implementing a more robust call evaluation process

Aug 2008 – May 2010 · 1 yr 9 mos

• ➞ Reduce the cost of SG&A by grouping multiple reporting teams into one Business Intelligence Centre of Excellence.
• ➞ Steered the Business Intelligence Shared Services group
• ➞ Designed and developed automated reporting request and delivery tracking system ensuring timely delivery of reports and SLA
• ➞ Reduction of excess reporting by consolidating 1,400 reports to 150

Jan 2007 – Aug 2008 · 1 yr 7 mos

• ➞ Established a central reporting shared services group
• ➞ Steered the reporting center of excellence group; reduced the time required to create reports through automation
• ➞ Evaluated and identified the improvement ideas; assisted in the development of standard operating procedures

Feb 2005 – Jan 2007 · 1 yr 11 mos

• ➞ Created Quality Decks representing a deep drill-down and analysis on client metrics for different processes i.e. IB/OD Voice/Esupport
• ➞ Provided training to assist QC in understanding the process, implementing and achieving quality actions
• ➞ Conducted call evaluations and provided feedback
• ➞ Analyzed and suggested on customer satisfaction survey; increased client satisfaction by 20% as a result of CSAT analysis
• ➞ Built automation BI tools for other quality coaches

Jan 2003 – Jan 2004 · 1 yr

• ➞ Provided Phone Banking Support to customers
• ➞ Focused on customer satisfaction along with quick resolutions resulting on high Customer Satisfaction Scores and low AHT
• Provided floor support to new joiners as a Process SME