Consulting
Business-minded. Technology-rooted.I’m Simran. My work in consulting brings together people, business and technology.
I turn complex processes into clearer experiences through AI-enabled customer care, process design and metrics that make transformation measurable.
A selection of the processes, experiences
and programs I’ve helped shape.
When a business grows quickly through acquisitions, each brand brings its own ways of working. Customer care can become a collection of silos. I used AI agents to map the gaps across 25 brands and 12 high-volume intents, then designed a common target state to unify processes across brands and customer segments.
A multi-million-dollar outsourcing decision comes with expectations about what will improve. Those expectations need a way to be measured. For a 150-person finance function, I defined value-realization metrics and executive reporting to give leaders a clear basis for tracking the program’s benefits and keeping delivery connected to its business purpose.
Customer experience takes shape across teams. A CRM transformation needs those teams to share a view of what they are working towards and what depends on whom. I managed 18 deliverables across seven workstreams, aligning stakeholders and coordinating delivery to keep each team’s work connected to the wider transformation.
An outage, an unclear bill or a payment due can leave a customer looking for answers. For a large telecom player, I identified where proactive notifications could add value across B2B service journeys, then designed and delivered outreach for outages, tech support, bill explanations and payment reminders. Tracking call volumes and promoter scores informed continuous improvements to these communications.
A contact centre investment has to reflect how customers actually seek help. I assessed IVR operations and analysed contact volumes to understand that demand, then built a modular five-year business case for Contact Centre as a Service. The aim was to give modernization decisions a practical foundation, with a view of value over time.
Building software also means making it usable for the people it serves. In a four-developer team, I helped design, build and test an Azure-hosted barter application, with a pilot for 10 clients in five nations. Alongside development, I aligned requirements and timelines for 20 deliverables, supported onboarding for six APIs and contributed to cloud modernization.
Design thinking, technical fluency and
a practical focus on delivery.
Customer journeys, process discovery, IVR assessment and volumetric analysis.
Future-state processes, conversational experiences and target operating models.
Program management, resource forecasting and stakeholder alignment.
Business cases, value tracking, value-realization metrics and executive reporting.
I started by building software. Today, I bring that practical grounding to questions about how businesses work, what customers need and where change can create value.
Finding the gaps in customer journeys, designing better ways of working and keeping transformation tied to measurable value.
An MBA with hands-on responsibility for corporate relations and placement preparation. A broader view of business, built on an engineering foundation.
From technology intern to software engineer. Built cloud applications and supported API onboarding, connecting client requirements with technical delivery.
Computer science, with responsibility beyond the code: Finance Head of the Computer Society of India–VIT chapter.
Applied transfer learning and deep neural networks to Bluetooth device classification. An early experience of turning a research question into a technical investigation.
Books, writing and digital illustrations. A game of badminton, or a chess position worth thinking about. Different ways to stay curious.