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:
Conducted end-to-end process audits across IT support, project management, and operational workflows.
Identified bottlenecks, redundancies, and opportunities for automation.
Designed and implemented streamlined workflows using Lean and Agile principles.
Collaborated with cross-functional teams to ensure adoption and continuous refinement of new processes.
Established KPI tracking systems to monitor improvements and ensure accountability.
Key Achievements:
Reduced IT incident resolution time by 30% through workflow automation and knowledge management initiatives.
Increased operational efficiency by 25% by redesigning ticket escalation and handling processes.
Led the rollout of standardized SOPs across global teams, improving consistency and quality of service.
Successfully implemented a continuous improvement culture, resulting in a 15% year-over-year increase in productivity metrics.
Tools & Methodologies:
Process Mapping Tools: Lucidchart, Microsoft Visio
Project Management: Jira, Trello, Asana
Frameworks: Lean Six Sigma, Agile, ITIL
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.