At Genpact, I applied Lean Six Sigma and DMAIC-led process redesign to reduce Average Handle Time from 110 to 80 seconds, and new-joiner AHT from 300 to 90 seconds. I also improved throughput from 24% to 44% through standardization and As-Is/To-Be workflow redesign.
I implemented RPA/LAM automation that achieved 87% process accuracy, and coached teams on operational excellence. Alongside process leadership, I managed executive calendars, travel, expense reporting, and audit documentation, maintaining 98–100% scheduling accuracy and 100% expense and invoice compliance.
