Charmi Goel

• Developed long-term transformation strategy for claims contact center of North American Insurer
• Mapped 40 current state FNOL and inquiry processes in detail; Rationalized FNOL processes resulting in cost savings of $317 per day owing to freed CCT capacity of 5 hours per day to take FNOLs in-house
• Assessed current operational practices including workforce management, call auditing, knowledge management etc. through on-site interviews, discussions, and shadow sessions
• Conducted value stream mapping exercise to align CCT and Adjusters around required data and process optimization opportunities

• Launched a new web interface in collaboration with marketing & product and built new demo accounts based on regional requirements resulting in a 30% increase in lead conversion
• Performed soft due diligence & analyzed possible synergies with potential acquisition targets across SEA, ME, & Americas; Evaluated & acquired India-based EV start-up ‘MACKK’ and created a short-term business plan & product roadmap for newly established enterprise
• Formulated GTM for the APAC region; Closed a $500K business deal with a top conglomerate in Pakistan based on modeled TAM, Unit Economics, and P&L
• Identified discrepancies through data analysis & streamlined one of the core operational processes resulting in an annual savings of $24K

Cost Transformation | NA Private Insurer

• Developed 5-year third party cost transformation strategy targeting 10% reduction in cost for IT function of North American Insurance Company
• Rationalized existing ADM suppliers supporting insurance applications across BUs, optimized the ADM supplier matrix across different lines of business based on application roadmap, & filtered the supplier pool
• Developed governance strategy to improve IT operational efficiency
• Led cost assessment & identified ~$16M savings potential by negotiating new commercial models

Business Transformation | Indian Private Insurer

• Conducted diagnostic gap analysis for an Indian private insurance & developed business transformation strategy targeting sustainable 4X growth across value chain
• Assessed business, process, and technology landscape across insurance value chain and identified initiatives focused on incremental transformation and innovation

Sourcing Strategy | NA Telecom Operator

• Conducted Baseline Analysis including IT spend analysis & industry benchmarking for an IT mega-supplier
• Identified ~$100MM opportunity for over 25 contracts worth ~$500MM based on quantitative levers
• Developed carrots/sticks & negotiation asks based on supplier business strategy and market intelligence

Program Management | Hoptek - Fleet & Freight management Solution

• Led development & testing of fleet & freight management digital platform targeting 80% reduction in driver turnover & average weekly increase of 18% in driver mileage for the fleet
• Conducted feature assessment & KPI benchmarking for the competitive offerings
• Developed business use cases and managed product backlogs and requirements analysis with development teams
• Launched pilot features for fleet network optimization targeting 15-point improvement in operating ratio

Sourcing Strategy | NA Spirits & Wine Distributor

• Devised data management strategy by identifying gaps in data quality, governance & data- driven decisions
• Conducted deep market research & defined enterprise Data Dictionary must and good to have requirements with key use cases
• Launched an RFP for vendor sourcing, conducted vendor workshops and evaluations, combining top-down & bottom-up approaches

Firm Building Initiatives

• Developed perspective on Cloud adoption trends, opportunities & challenges in India for ETCIO Summit
• Published Digital E2E Procurement Toolbox by analyzing tools available across procurement value chain; Developed Power BI based tool to optimize supplier rate benchmarking
• Published POV on Winning Strategy for Cybersecurity & Mature Data Governance via Data Dictionary Tool

• Proposed optimal investment strategy for ATMs by analyzing commercial arrangement and PnL
• Conceptualized integration of 3 banking channels to optimize end-to-end customer journey

• Analyzed business requirements & developed user interface of digital lending platform for leading global bank
• Customized & tested Loan Menus by running queries with success rate of 95% using AngularJS & SQL
• Increased productivity and saved 200 man-hours by providing knowledge transfer & creating KT modules