Vice President
Accenture Services Pvt Ltd
Total years of experience :20 years, 6 Months
Automation & AI Lead
Leading a team of RPA programmers.
Technologies handled are Automation Anywhere, Blue Prism, UIPath.
Consulting Clients to optimize using RPA and AI Techniques
Consulted Global Giants like ABB, NBS, CYBG, Novartis, Walmart, Sky, Natura, Bunge, to name a few.
• Principle Consultant
o Leading a team which does the Pre sales for the Process Consulting
o Providing consulting for clients on
Process study and implementing the gap and optimizing the client process
Providing RFQ support to the customer requirement which in turn provides solutions to the customer requirement.
Support the consultation to the clients in building process & delivery model, metrics frameworks and Improvement.
Warm handoff to the Delivery Teas, the Implemented new or changed services
• Delivery Excellence - Infrastructure Services
o Analyze of Organizational Performance and provide business strategy according to the performance
o Accountable for ISO 20000 Certification/CMMI SVC Program at IDC by establishing & maintaining the Quality / Service Management System
o Drive IT Process consulting services for clients through initial assessment & improvement road map
o Support client process optimization through improvement in internal process.
o Support implementation of Organization CMMI Level 4 and 5
o Engineer Improvement actions to derive the business benefits
o Establish ITIL Service Management Processes to assessment maturity
o Collaborate with the Solution Architects in creating solutions
• Designed a tool for Project Management on Excel leading to effort saving, this saved 730 hrs/yr
• Designed Internal Communication related to process change or updates
• Accountable to ensure the Service Management Processes are adhered to the contractual requirements and standards
• Responsible for process compliance with regular reviews & analysis of performance to advert risk to the leadership
• Performing RCA for corrective and preventive actions
• Perform forecasting on future volume & performance
• Responsible for data collection, analysis & interpretation
• Root cause analysis for the performance dips and taking actions to improve
• Designing a tool in Microsoft Excel to synchronized and easy evaluation for the agent performance and maintains the record of productivity and accuracy
Business to Business - Call Center Process Associate