Gokul Pandy

Accenture – Client: Elevance Health | USA, VA – Richmond
Role: Automation and RPA Architect
Tenure: October 31, 2015 – June 2020

Strategic Vision and Project Leadership:

Led a 5-year modernization initiative for Elevance Health's operations through PEGA CRM implementation.
Designed Agile project roadmaps, delivered an MVP in the first year, and continuously enhanced project outputs, achieving defect-free deliveries.
Spearheaded 30+ successful releases, ensuring on-time delivery with zero escalations.
Operational Efficiency and Cost Savings:

Reduced Average Handle Time (AHT) by 3 minutes, saving over $2 million annually in operational costs.
Achieved a 50% reduction in associate training time, accelerating onboarding and improving productivity.
Enhanced system scalability to support 10,000+ associates, ensuring smooth operations.
Automation and Technical Innovation:

Integrated 15 Robotic Desktop Automations (RDA) and 2 Robotic Process Automations (RPA), streamlining workflows and eliminating manual tasks.
Pioneered Proof of Concept (POC) for QA Automation using Selenium, supporting RPA/RDA, and securing IT leadership approval.
Revenue Growth and Client Trust:

Secured a 2-year contract extension worth $1.5 million by exceeding client expectations through exceptional project delivery.
Served as the sole Accenture resource invited for critical rollouts across Virginia, Georgia, Colorado, and Nevada, underscoring client trust.
Leadership and Mentorship:

Trained 20+ team members in PEGA Robotics, fostering a high-performing team culture.
Conducted 20+ knowledge transfer sessions for client associates, driving successful adoption of PEGA CRM systems.
Client Recognition:

Received a Certificate of Appreciation for the pilot release of Solution Central and contributions to operational enhancements.
Invited to Pega World and industry forums as an expert in PEGA CRM and Robotics.
Accenture – Client: New York Life Insurance | USA, VA – Richmond
Role: Automation Architect and SME
Tenure: July 2020 – Present

IT Landscape Migration Leadership:

Led the migration of 95 applications across 21 waves, collaborating with 4 Agile Release Trains (ARTs).
Designed and implemented comprehensive End-to-End Test Strategy Architecture, ensuring seamless migrations with minimal disruption.
Delivered the Medical Underwriting Platform and Group Benefits Administration convergence release with zero issues.
Automation Innovation and Efficiency Gains:

Developed a Service Agreement BOT, reducing onboarding time from 21 hours to 2 hours, saving $4 million annually.
Automated 1,350 test scripts (80% coverage), saving 612 hours per regression cycle, equivalent to $110,160 annually.
Client Engagement and Leadership:

Acted as the primary onshore point of contact, driving strategic client engagement and seamless communication.
Delivered successful UAT sessions and received accolades for responsiveness and technical expertise.
Resource and Workforce Optimization:

Mentored 4+ resources and optimized chargeability of 12+ onshore team members.
Played a key role in the SUCCXESS initiative, closing 11 critical roles and generating $123,000 monthly revenue.
Operational Impact and Scalability:

Recognition and Client Retention:

Earned multiple accolades from NYL leadership for the FINEOS upgrade and GBA integration.
Maintained a zero client loss record during migrations, solidifying client trust and satisfaction.

• Established timelines for project phases to ensure timely delivery.
• Prioritized resource allocation with a focus on high-impact projects.
• Implemented robust documentation practices that facilitated knowledge sharing within the development team and improved overall productivity.
• Developed a comprehensive onboarding program for new team members, providing necessary training and resources to enable rapid integration into ongoing projects.
• Boosted product quality and customer satisfaction by establishing rigorous QA protocols.