1. Project Title: Design and Implementation CDCC Tool
Client: Delivery Excellence - Cognizant Technology Solutions
Value Add: Standardization of Contractual Commitments
Period: Jan’14-May’14
Environment: CRM, Main Frame, SDP and BBNMS, My CSP, Dash board Drill down Tool, Exception
Manager
Description: The project was aimed at creating a central repository to manage all the contractual
commitments related to Accounts and Projects, as actionable rule with frequency,
occurrence and benchmark. The contractual commitment will be tracked for useful
insights on our performance against contracts, insights on ability to consistently deliver,
early alerts and risks on the unpredictability/volatility to invoke actions and plugging
back the insights to improvise our contracting process.
Responsibilities:
 Researched and documented As-Is processes, defined To-Be processes along with the Business process
flows
 Created Workflow diagrams to understand the process flow and requirement of each level and work
opportunities
 Created Process flow and logical diagram defining roles and responsibility of stakeholders in detail
 Performed detailed requirements walkthrough with customer and discussed with Performance
Excellence team and Business Consultant team to understand the requirement
 Conducted research for online tools to satisfy the automation and tool design requirement
 Functioned with the team of 20 Programmers from different platforms for tool designing
 Entrusted with the responsibility of conducting test documentation, data collation and understanding the
project model to improvise from the data model
 Worked with PM, AM, VP’s for requirement gathering, creating process flow, RHMS requirements, Uses/Test
case development
Project Title: Intensive Care Unit
Client: AT&T U-Verse
Period: May’13-Jan’14
Value Add: Customer Satisfaction, increased Resolution
Environment: CRM, Main Frame, SDP and BBNMS, My CSP, Dash board Drill down Tool, Exception
Manager
Description: The American Telephone and Telegraph Company (AT&T) is largest Telecommunication
industry in USA. Cognizant provides Order Management Services, Migration of
Telephone Numbers, Layer 1 preparation for internet connectivity, installation support
and end-to-end Order Management with Automation and tool enhancement idea
yielding to systematic and error proof installations of customers order. Proposed idea to
create a team of process specialist from all the sub teams in AT&T with special access
to take care of Client escalation and exception not resolved after multiple touches with
to find solutions and fix the order flow issues.
Responsibilities:
 Served as a part of the Selection Team to identify the specialist in individual sub process to work in ICU
Team
 Proposed the model to client for signoff on the new sub process
 Created job descriptions and in detailed roles and responsibilities for every individual in the team
 Instrumental in creating a raw data source for high risk customer based on the number of times an
exception is worked by a specific department
 Developed a specific admin group (ICU Team) to handle high risk score exceptions
 Defined work load for agents depending on the criticality and business requirement
Project Title: Six Sigma Project
Period: 2012 April to 2013 May
Value Add: 10 FTE Benefit
Environment: CRM, Main Frame, SDP and BBNMS, My CSP, Dash board Drill down Tool, Exception
Manager

2. Description: The AT&T sub process Order Management and Activation had 3 level process flows
(USOMA Level1, Level 2 and Level3); each level had a specific set of error
corrections to be made for the order to flow. It required agents set of agents to work
on each level and they should interact with internal levels for the order to flow.
Responsibilities:
 Understood the end-to-end process flowed to fix the step and inter link between each level
 Imparted training to all the agents in separate levels with interlinked levels so that individuals in each
level can also fix the errors in subsequent levels
 Defined the new process module to the client, stake holders and vendor managers
 Measured the value add in the test phase and generated reports & presentations for the client
 Prepared presentations and modules for implementations on the benefit of future model
 Tracked the test results, change implementation, training, go live performance of new modules
 Implemented the new module the process had a yield of 10 FTE Benefit due to which we were able to
gain a new process (BOS VOM) for Tier 2 order management support
Project Title: Lean
Period: Feb’11-Mar’12
Value Add: 4.3 FTE Benefit
Environment: CRM, Main Frame, SDP and BBNMS, My CSP, Dash board Drill down Tool, Exception
Manager
Responsibilities:
 Worked as a Team Lead for a team of 22 associate from multiple financial and ethnicity background
 Prepared the roadmap and process performance document and discussed one on one, performance
improvement discussion and monitored associates performance
 Created Kaizen Burst charts and VSM to identify the potential waste and defined To-Be processes along
with the Business process flows
 Performed Time and Motion Study, Kaizen Board Analysis, Brain Storming Session and Value Stream
Mapping to identify non-value added activities in process
 Categorised problem statements as Gemba Kaizen points and new paper, to implement and yield results
 Implemented all the Gemba Kaizen points for non-value added activities and compared the end results
with the earlier modules
 Generated 4.3 FTE Benefit by implementing the Lean concepts to remove non value added opportunities