Deloitte | Toronto, ON
Senior Consultant | Mar 2021 – Present
Deloitte | San Jose, CA
Consultant | Sept 2018 – Mar 2021
- Product owner for a healthcare client to automate identification of Oral Grievances, leveraging machine learning and IT, improving case resolution time for customer grievances from 144 to 72 hours
- Led Salesforce Service Cloud implementation to launch customer support console for 450 agents of a skin-care firm to reduce call handling time. Also launched 2 new support channels, live agent and web to case, shifting 12% of case volume from phone calls to these channels in the first week of launch
- Delivered a customized customer support platform for a leading bay area tech company (1T market cap) to align support processes. This involved coordinating over 7 third-party integrations and migrating 1M records
- Developed a 2 year road map for a leading Japanese media/gaming company to consolidate customer experience orgs across Europe, Asia and N. America
- Functional lead to redesign partnership management process for a leading pharma firm. Delivered an app as source of truth for all partnership data
- Built Salesforce powered Emergency Needs Portal to crowdsource donations for COVID-19 first responders and emergency homeless shelter. In 4 months of launch, San Diego community donated 350K critical items with market value of 500K USD.
Satec Global | San Francisco, CA
Sales Strategy Manager | March 2018 – Present
- Provided strategic guidance for marketing priorities to deliver operational results and increase sales growth via collecting and analyzing sales data
- Evaluated client demands, negotiated timelines and initiated the transition to using Salesforce for the sales management
Accenture | Bangalore, India
Senior Business Technology & Delivery Analyst | July 2013 – Dec 2016
- Collaborated with client to transform business requirements into technical
- Automated the activation of guest wireless service with strategy team in South Africa, reducing new user setup time by 50% and generating $4MM revenue
- Reduced spend for a leading electronics retailer, by designing workflow in HP Operations Orchestration, to automate periodic patching of Linux servers
- Awarded employee of the month for strategizing automation for banking client
IIT BHU | Varanasi, India
Summer Intern | May 2012 – Jun 2012
- Implemented Exploratory Data Analysis to graphically summarize datasets
SIDE PROJECTS
Open University Learning Analytics Data
- Analyzed student and assessment data to identify problems in online courses
- Implemented predictive model from virtual environment interactions [GitHub]
Airbnb and Zillow Data Analysis
- Identified profitable zipcodes for investment from rental and home value data
- Developed model for the same using Python Pandas and Seaborn [GitHub]
NYPD Motor Vehicle Collisions Data Analysis
- Identified causes and trends of accidents, specific to Brooklyn, New York
- Proposed improvements to reduce incidents and improve bike safety [GitHub]