At 411 Locals, I led AI-driven quality-control automation that delivered USD 0.5M in annual hard cash savings, tripled productivity, and expanded QC coverage from 40% to 90%. I also repositioned Quality as a strategic insights function with real-time KPI dashboards and sentiment analytics.
At Cognizant Technology Solutions, I built an independent Quality organisation and QMS, then re-engineered QC using automation, Poka-Yoke, and smart sampling. These changes delivered USD 3M in productivity-led savings and a 50% productivity gain; VOC analytics and predictive CSAT models raised transactional CSAT by 10%+.
At Lenskart Solutions, I deployed omnichannel exchange and returns processes across sales channels, improving NPS from 54 to 63. I also designed dynamic NPS surveys and launched a live score portal for COCO and FOFO stores.
Earlier, I applied Lean and Six Sigma across banking, wealth management, and advertising operations. My work included improving clearing and settlements outcomes at Wipro, redesigning client onboarding processes for DBS Bank Singapore, and automating campaign workflows through AdWords APIs at Cognizant.
