Overview:
Throughout my career in IT service delivery and business operations, I have consistently focused on identifying inefficiencies and driving process improvements. My approach is data-driven, user-focused, and aimed at delivering measurable business value.
Role & Responsibilities:
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Conducted end-to-end process audits across IT support, project management, and operational workflows.
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Identified bottlenecks, redundancies, and opportunities for automation.
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Designed and implemented streamlined workflows using Lean and Agile principles.
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Collaborated with cross-functional teams to ensure adoption and continuous refinement of new processes.
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Established KPI tracking systems to monitor improvements and ensure accountability.
Key Achievements:
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Reduced IT incident resolution time by 30% through workflow automation and knowledge management initiatives.
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Increased operational efficiency by 25% by redesigning ticket escalation and handling processes.
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Led the rollout of standardized SOPs across global teams, improving consistency and quality of service.
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Successfully implemented a continuous improvement culture, resulting in a 15% year-over-year increase in productivity metrics.
Tools & Methodologies:
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Process Mapping Tools: Lucidchart, Microsoft Visio
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Project Management: Jira, Trello, Asana
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Frameworks: Lean Six Sigma, Agile, ITIL
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Analytics: Power BI, Tableau
Approach to Process Improvement:
My philosophy is simple — processes should empower people, not hinder them.
By leveraging technology, data insights, and employee feedback, I focus on designing scalable, flexible, and user-friendly processes that evolve with the business.
Result:
Through strategic process improvement initiatives, I have helped organizations achieve operational excellence, enhance service delivery, and increase overall customer and employee satisfaction.