Dharmesh Modi

• Spearheading the team of 12 Process Analysts including Manager & Team Leader
• Led end to end Finance Transformation in P2P, R2R to achieve 43% cycle time reduction
• Cost saving of $1.6 million in banking compliance management project
• Developed an automated invoice metadata extraction solution to reduce manual effort by 85%
• Created capacity of 27% of total manpower using lean methodologies, VSM and detailed data analysis
• Leading Generative AI Mortgage Loan Onboarding, underwriting Automation
• End to end Project Management of Mortgage & Auto Bankruptcy Process Optimization projects
• Applying System automation through RPA (Robotic Process Automation) using UI-Path
• Process Optimization through Six Sigma and Lean Projects to enhance efficiency & remove waste
• Managing Fortune500 US Banking & Mortgage clients
• Continuous coordinating with Information System Team executing API Testing for internal CRM
• Led 3 projects as Product Owner from kick-off meetings till On-boarding & Transition
• Performing 100% UAT Testing and API testing for 19 automation projects implemented
• Increased BOT efficiency by 53%
• Project Management using JIRA, Confluence, Gantt Chart, Reporting & Dashboard
• Built Power BI dashboards for financial, operational, and customer KPIs.
• Deployed Power Automate workflows, reducing approval turnaround by 60%.
• Figma prototypes to co-design solutions across 6 transformation projects.
• As-Is / To-Be process maps in MS Visio to support reengineering
• Managed DevOps and engineering transformation initiative by implementing GitHub Actions-driven CI/CD pipeline automation framework, reducing manual intervention and improving deployment consistency across applications.

• Spearheading a team of 100+ associates including 11 Team Leaders for online chat based sales
campaign of US telecom ` Verizon Inc.
• Managing the real time skill management in co-ordinations with RTA according to operational & client
requirement to achieve Sales Conversion targets.
• Weekly chat calibration review with client to ensure fulfilment of any product / process gaps at associate
level.
• Daily real time chat monitoring for associates, team leaders & share timely feedbacks
• Real time side by side chat monitoring using rapid fire techniques for sales conversion improvement.
• Preparation of monthly approximately 100 associate’s roster for smooth operations to achieve client
KPI’s & SLA’s
• Supports intra & inter function collaboration.
• Meeting the monthly Conversion & Effectiveness targets
• Ensure daily performance accountability review with leaders with daily plan of actions on performance
improvement with continuous follow up & follow through.
• Co-ordinate with client on new updates / offers & ensure end to end download adherence to associate
level without any challenges.
• Monitoring Operations Dashboard, Processors Overall Performance and Accuracy Data, etc. and
analyzing the same to implement process enhancement initiatives.
• Managing weekly organizational chart to maintain active / inactive associate database.

As Asst Manager - Operations
• Spearheading a team of 11 Team Leaders & 18 RTA (Real Time Analyst) executive including 1 RTA
Team Leader.
• Managing the Operations function with 200+ associate’s capacity.
• Managed all the life cycle of the associates starting from Training / OJT (On Job Training) / Operations.
• Managing operations retention to ensure adequate staffing is maintained to run real time operations.
• Closely monitoring of real time performance in co-ordination with RTA team to ensure achievement of
all client KPI’s.
• Preparation & management of monthly performance incentive for Associate’s, Team Leader’s, Trainer’s
& Quality Analyst’s.
As Asst Manager - Training & OJT - On Job Training
• Spearheading a team of 21 Trainers comprising 6 Senior Trainers, 15 Process Trainers and 1 MIS
Executive.
• Managing the training function with 250+ associates in NHT training of telecom & D2H services process.
• Handling the team of CORE GPRS (Data) Trainers to cater the changing trends in telecom customer
service.
• Ensure Planning & conducting the TNI (Training Need Identification) and deliver as per the guidelines.
• Managing retention during training / OJT.
• Ensure ISO compliance as Training SPOC.