At Genpact LLC, I own end-to-end service delivery, SOW and SLA commitments, P&L, and client partnership for a 24/7 omnichannel portfolio across Healthcare, Healthcare Insurance and Life Sciences.
I lead delivery across Voice, Email, Chat, White-Glove, Bilingual and Sales Support channels, balancing customer experience, efficiency, workforce capacity and financial performance.
At Genpact LLC, I turned a red account to green in six months, achieving a 100% client satisfaction rating from Q4 2024 to Q1 2025.
Earlier, I contributed to the RFP response for a $70M new-logo contract, then built the operation from scratch and led it through launch. I also led a client renewal that moved billing to an outcome-based, fixed-fee model, with a projected 27% margin improvement.
