Deloitte (Global consulting and digital transformation leader)

Consultant, Enterprise Cloud Solution

• For a leading Canadian Specialty Pharmacy Organization providing specialty care services over 100+ clinics
• Defined product vision and prioritized a phased roadmap, leading an 8+ member team to overcome 1:1 booking constraints, enabling concurrent nurse appointments, increasing throughput and cutting time to book from ~4 min to < 30 sec/patient.
• Aligned clinic directors, during discovery and design sessions, on build vs. configure tradeoffs for a unified calendar platform to prioritize multi-day view and contextual filters, cutting screens required for nurse allocation from ~5 to 1.
• Identified gaps in adverse-event reporting and successfully pitched and delivered an AI decision-support tool mapping live-call triggers to clinical protocols, reducing missed/delayed adverse event escalations from ~20/month to ~6/month.
• Defined the technical design for a template-driven task framework covering 200+ patient-lifecycle events, collaborating with stakeholders to refine user stories and acceptance criteria and cutting new care-program setup time from ~10 to <1 hours.
• Restructured notification logic across 100+ care programs with configurable instant and day-end batching, eliminating 10,000+ redundant outbound API calls monthly and the associated vendor SMS spend.
• Launched a self-service patient portal enabling appointment scheduling and real-time care visibility, driving ~45% patient adoption and deflecting routine support calls to recover 20+ admin hours/week.
• Mapped the paper enrollment journey end to end with clinical and compliance stakeholders, rebuilding it as a guided digital flow with structured data capture and auto-generated consent forms, shortening time-to-therapy 30-40%.
• Streamlined shift-change approvals for 1,000+ nurses by embedding appointment-impact insights at the point of decision, consolidating ~4 manual schedule checks into a single workflow.
• Overhauled legacy external-pharmacy coordination with a compliance-ready digital faxing pipeline via MuleSoft, replacing manual document handling with UI-driven screen flows to cut transmission processing from ~5 minutes to under 10 seconds with complete digital traceability.
• For Deloitte Salesforce Practice Center of Excellence (COE)
• Mentored a 20+ member Salesforce cohort and formalized code-review standards for the internal Deloitte practice, accelerating revenue-generating deployment by ~2 weeks and reducing post-onboarding rework.
• Streamlined Salesforce certification operations for 500+ professionals by automating voucher provisioning, lifecycle alerts and user-data synchronization, cutting administrative effort from ~15 to 3–4 hours/week.

Analyst, Enterprise Cloud Solution

• For a leading Canadian retail conglomerate operating a nationwide network of supermarkets and pharmacies
• Identified GenAI as a lever to automate post-call documentation, launching structured call summaries that cut agent after-call work by 2–3 min/interaction and increasing call throughput per agent.
• Redesigned case-management for Canada's largest retail loyalty program (~4M customers), integrating automated dispute resolution with the Offer Management System to reduce case turnaround time by 20%.
• Unified customer support intake across 20+ business units by automating email/web case creation and routing, eliminating manual intake and standardizing agent workflows.
• Transformed the agent call experience by embedding voice and Customer 360 context into a single workspace, eliminating system toggling and reducing Average Handle Time by ~45 sec/call driving first call resolutions.
• Introduced chat-based support within the customer portal, automating context capture and case routing to reduce Mean Time to Resolution by ~20% and shift inquiries toward lower-cost digital support.
• Led an accessibility and UX audit of customer-facing portals, prioritizing WCAG gaps by user impact and driving remediation that raised the Lighthouse Accessibility score from 75 to 95+.
• Redesigned the patient-history experience by consolidating fragmented medical records into an expandable, sortable timeline, cutting clicks-to-insight by ~55% for healthcare staff.

• ⁠Awarded Deloitte Dot of Fame for client-centricity, among a select few recognized across the practice that cycle.
• ⁠⁠Named Student of the Year by The Times of India for academic excellence, leadership, and co-curricular achievements.
• ⁠⁠Winner of ASISC West Bengal Chapter Basketball Tournament.

• B.Tech (Computer Science & Engineering) – KIIT Deemed to Be University, Bhubaneshwar

• Product Management: Building AI-Powered Products, IBM
• AI Associate, Salesforce
• Platform App Builder, Salesforce
• Platform Developer II, Salesforce
• Platform Developer, Salesforce

• Represented West Bengal in the ASISC National Basketball Tournament.
• Represented the institution at the Frank Anthony Memorial All-India Debate Competition.
• Directed and authored theatre productions, driving creative strategy to secure multiple podium finishes.