RANJAN GADAM

Experienced Blackbelt with 15+ years of success in delivering E2E Process Reengineering, Lean/Six Sigma project closure, Green Belt Training, and RPA Consulting and delivery. Demonstrated expertise in Stakeholder Management and Leadership across multiple teams.

Adding the details of few Projects done so far across the tenure.

Knowledge Assist - Gen AI Solution for SOPs.

Opportunity: One of the Major client has a ~ 7000+ SOPs across multiple towers. Referral Time has been increasing due to reasons like – Complexity of the process , Hybrid working, Process changes and attrition.

Key Solution Implemented: A Gen AI based chat Bot has been implemented to provide referral to any query.

Key achievements:

· 90% accuracy

· 30% reduction of referral time

Data Analytics Tools:

Mailbox Management:

Opportunity: Prioritization of mails/Identification of sentiment of the customer

Solution Implemented: Mailbox Management to including sentiment Analysis implemented across 50+ mailboxes.

Achievements: Improvement dashboarding capability, Customer satisfaction

Predictive Analytics:

Anomaly detection for predicting potential errors. 7 implementations completed.

Achievements: Improved Quality and TAT.

CCNA - One stop project

Opportunity: CCNA team deals with new credit card application from Hongkong Customers; The team faced several issues like sustained OT, Back logs and quality issues;

One stop project initiated and delivered

Key Solutions Implemented: 

• Capacity requirement calculated and correct capacity recommended
• Realignment of shifts to match with the inflow of volumes
• Automation (including replication)
• Merger of queues to improve SLA
• Control Checking optimized

Key Achievements

• TAT of card creation reduced by 2days
• Capacity Optimized

Transition /Transformation Road Map of Telecom Account:

A large Telecom account was transitioned from five vendors there was a need to set up KPIs and create Transformation Roadmap.

Key deliverables:

• Setting up KPIs (Key performance Indicators) for each of the processes.
• SOP creation
• Implementing a quality Assurance for the process
• Transformation Roadmap created across multiple levers

ASP Service Delivery – Project Optimus Prime

Opportunity: ASP Service Delivery(SD) provides OHC/WHIRL system support for eleven Asia pacific countries- Australia, Bermuda, Brunei, China, India, Indonesia, Malaysia, Philippines, Singapore, Sri Lanka, and Vietnam:

The Project aimed at improving the TAT for defect management;

Key Solutions Implemented: 

· Multiple support Models and Interface System systems have been aligned to one common support model.

· Defect Categories redefined

· SLAs and PLAs have been redefined;