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Execution that makes a difference

Projects Undertaken

Focused improvement initiatives across service delivery, productivity, operating costs and global HR — turning process insight into stronger execution.

Project 01 · Service delivery excellence

Lean Six Sigma Yellow Belt Project

Client · MegaaOpes Global Solutions

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Lower AHT

Service efficiency with quality preserved

Led a focused Lean Six Sigma initiative to remove service-delivery friction and improve operational efficiency without compromising quality or compliance.

Leadership & execution

  • Conducted comprehensive root-cause analysis to isolate bottlenecks affecting service delivery and identify where targeted intervention would have the greatest operational value.
  • Translated the findings into process optimization strategies designed to reduce Average Handle Time (AHT) and strengthen frontline execution.
  • Maintained quality and compliance standards throughout the improvement effort, keeping customer satisfaction central to the delivery approach.

Outcome

Reduced Average Handle Time while maintaining quality and compliance standards, supporting more efficient service delivery and stronger customer satisfaction.

Project 02 · Productivity & accountability

Productivity and Governance Improvement

Client · Skills Cafe

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+20%

Overall productivity

Spearheaded a productivity and governance improvement programme that connected workflow redesign with stronger oversight and disciplined project delivery.

Leadership & execution

  • Redesigned workflows to streamline operations, improve team efficiency and establish a more effective path from project initiation to delivery.
  • Strengthened governance, compliance and oversight across the project lifecycle, reinforcing accountability for execution and outcomes.
  • Optimized lifecycle processes to support timely delivery of high-quality work and more consistent team performance.

Outcome

Achieved a 20% increase in overall productivity through workflow redesign, governance enhancements and project lifecycle optimization.

Project 03 · Cost discipline & operational controls

Operational Cost Optimization

Client · Quickom Information Technology Pvt. Ltd.

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Cost optimization

Automation · workflows · vendor management

Advanced a cost optimization initiative combining automation, workflow redesign and vendor-management improvements to strengthen operating efficiency and accountability.

Leadership & execution

  • Implemented HR and reporting automation to improve efficiency and productivity, reducing dependence on repetitive administrative work.
  • Optimized workflows to remove redundancies, streamline execution and improve turnaround times.
  • Enhanced vendor-management systems to strengthen supplier relationships and reduce costs.
  • Established stronger operational controls to reinforce compliance, visibility and organizational accountability.

Outcome

Strengthened the operating model through automation, streamlined workflows, improved vendor management and more robust operational controls.

Wider career outcome: ₹3.6 crore in combined annual operating savings across Quickom (₹2.3 crore) and MegaaOpes (₹1.3 crore). This combined figure spans separate roles and is not attributed solely to this February–April 2020 project.

Project 04 · Global process consistency

Global HR Workflow Standardization

Client · Capgemini

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APAC · EMEA · UK · India

Global workflow implementation scope

Supported a global HR workflow implementation programme, turning complex regional processes into a documented framework for consistent execution across APAC, EMEA, the UK and India.

Leadership & execution

  • Mapped end-to-end HR processes to make handoffs, dependencies and opportunities for operational improvement visible across global regions.
  • Developed Standard Operating Procedures (SOPs) and detailed process guides to establish consistent HR workflow execution.
  • Conducted FTE and Lean gap analysis to identify inefficiencies and opportunities to optimize resource allocation.
  • Supported implementation across APAC, EMEA, the UK and India, aligning global workflows with organizational objectives.

Outcome

Established documented workflows and process guidance to support global HR standardization, informed resource planning and coordinated regional implementation.

Project 05 · Collections process improvement

Lean Six Sigma Green Belt Project

Client · IBM Daksh

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Faster recovery workflows

DMAIC-led cycle-time improvement

Executed a Lean Six Sigma Green Belt project to improve collections workflows, using DMAIC to connect rigorous analysis with sustainable operational change.

Leadership & execution

  • Applied Define, Measure, Analyze, Improve and Control (DMAIC) methodology to analyze collections workflows and prioritize process improvements.
  • Optimized workflow execution to reduce cycle time and improve recovery effectiveness across the team.
  • Collaborated with cross-functional teams to implement sustainable solutions and monitor performance improvements.

Outcome

Reduced collections cycle time and enhanced recovery effectiveness, supported by cross-functional implementation and ongoing performance monitoring.

Source: project briefs supplied by Shawn Pinto. AHT and cycle-time improvements are qualitative; no numerical reductions were supplied.