Francis Niraj

About Francis Niraj

Certified Lean Six Sigma Black Belt with 7 years of professional experience in…

Experience

1. Manager

   Cognizant

   Jul 2018 — Present · Hyderabad, IN

   Designed an E2E process revamp strategy by redesigning process maps, identifying key process andtechnological/tool bottlenecks and statistically tested the hypothesis using Regression, ANOVA and other techniques and deployed high impact solutions involving process, policy and tool Prioritized end customer satisfaction and identified end customer’s pain points by building customer journey maps, translating customers verbatim comments to actionable insights though data driven approach(CSAT improvement of 8% in 5 months, Initial Response Time by 20% in 2 months) Executed 2 high impact Black Belt projects using DMAIC methodology, to improve core metrics performance by ~10% in four months and delivered productivity benefit equivalent to 70 FTE Designed and successfully deployed two key automation tools which had a significant ~4-10% impact on metrics like Enhanced Reporting visibility, Average Handle Time, Tagging Accuracy, First touch resolution and Productivity Performed Exploratory research on competitive benchmarking of client’s Marketplace model by building an E2E value chain and suggested short terms and long term strategies for platform enhancement Conducted Lean Six Sigma Green Belt training and mentoring sessions, Gemba walks and brainstorming sessions,FMEAs to identify bottlenecks in existing process/policies

Education

• Great Lakes Institute of Management,Gurgaon

  PGPME

  2014 — 2016

Skills

• Microsoft Excel
• Energy
• Microsoft Office
• Project Engineering
• Procurement
• Team Management
• Management
• Business Analysis
• Business Strategy
• Business Development
• Materials Management
• Engineering
• Project Management
• Market Research