Anjana Dalal

Federal Research & Development Lab (U.S. Department of Energy) - Supported leadership and counsel of Lab’s TRUST entity with program management to secure $50M+ funding for asset expansion to accommodate installation of one of the world’s fastest supercomputers. - Oversaw ramp-up of 3rd party vendor in taking on facilities management operations. COMED - Led effort to define and prioritize business requirements and business case to develop and deploy smart container system with tracking capabilities for secure placement of COMED inventory in field job locations. Market Rebellion LLC (online options news subscription service & education) - Mapped marketing, sales, operations processes to inform enterprise data model and refine BI capabilities. - Drove successful implementation of HubSpot CRM solution to support aggressive business growth. Civic Consulting Alliance (non-profit consultancy advising the City of Chicago and Chicagoland region) - Education & Human Services Division of the Chicago Mayor's Office: Led planning, content development and execution of ‘mobile services’ initiative to bring essential city services to 21 underserved neighborhoods. Coordinated with 30+ representatives across 10 city agencies to deliver services to ~730 residents in Summer 2020, adhering to government COVID safety protocols. - City of Chicago Mayor’s Office: Led successful recruiting of Commissioner of Public Health and Commissioner of Transportation. Identified and vetted candidates and recommended candidate shortlist. Partnered with Senior Advisor to Mayor Lightfoot, Deputy Mayor of Operations and Mayoral Chief of Staff to complete interview cycles. Food Services Client - Project managed $4.3M business transformation effort to help client reposition for growth; drove organizational changes in partnership with client CFO, COO, CMO, Sales and HR leaders; analyzed 3000+ customer accounts and made recommendations to re-align in support of revised organizational structure.

Led multi-national teams in process improvement, reporting & data analytics, data modeling and Lean Six Sigma training efforts to support a complex global consolidation initiative and drive bottom-line growth. - Oversaw analysis of operations metrics to drive process improvements, identify opportunities for more profitable merchant deal structures during sales process and inform customer service channel mix strategy. - Rebuilt global reporting & analytics team and capabilities, driving improved reporting process and accuracy. - Led Data Science team to create customer lifetime value and segmentation models in collaboration with Marketing group to drive a better customer experience for Groupon’s 50M+ consumers. - Broadened access to Lean Six Sigma know-how across Groupon, with 60+ employees trained globally in 6-months period and $3.5M annualized Lean Six Sigma project savings.

Supported team of 100 sales reps with strategic and tactical efforts with regards to process improvements, sales initiatives and training programs. - Defined and operationalized “strike forces”, arming sub-groups of sales team with specific industry insights and sales strategies to spot and close value-added deals for Groupon’s eCommerce platform; improved deal close rate by 3 – 5% for 3 key industries. - Drove efforts to test new operational strategies and build sales materials to curate better merchant content.

Owned business transformation and process optimization for $750M travel segment. - Applied process improvements to improve customer experience as well as impact work throughout, increase accuracy and reduce customer refund rates. - Established program and project management discipline across Getaways NA Sales, Operations, Product and Engineering teams.

As part of leadership team helped build consulting practice by developing playbook and team of 15 high-in-demand go-getters. - For internal customers, defined and implemented operational strategies, scaled customer segments, repositioned the Select Risk business unit ($20M savings) and led automation of core reinsurance processes and operations ($25M savings). - Chosen to participate in company’s Applied Leadership Program: led 9-member peer team in strategy creation and execution plan definition; recommendations led to formalization of Real Estate as a customer segment.

- Planned and delivered global integration of 2 finance operations groups post-merger; led process automation, set-up of Shared Services centers and Oracle Financials 11i systems consolidation; oversaw $17M budget, leading 80-person cross-functional team globally; delivered $20M in synergies on time and in line with objectives. - Post-integration, as Chief of Staff to SVP Global Finance Shared Services Group established portfolio management and governance model, built and owned execution of program roadmap.

For high-profile healthcare initiative (30 Blackstone portfolio companies) redesigned internal and core vendor processes, developed recommendations to drive operational synergies, created implementation plan and presented findings to Blackstone Operations leadership.

On behalf of Chief Re-Engineering Officer, drove program management aspects of planning and executing integration strategy of 2 companies to achieve $200M in synergies within 18 months. Collaborated with business areas on scoping, budgeting, resourcing.

Built and led global Program Management Office to enable planning and execution of strategic initiatives valued at $30M+ in annual savings; focused on improving existing and setting up new service operations and offshoring / outsourcing contact centers; hired, trained, and led a team of 15 staff across the US, UK, and India.

Developed and executed strategic customer service efforts to support enterprise-wide technology platform migration of key brands; boosted contact center agent readiness and first-touch resolution by 5% via implementation of triage tools and better collaboration with sales, marketing, and product teams.

Re-engineered operational model for major insurance carrier to gain $200M in savings over 3 years. Co-led $10M project to create multi-channel customer interaction strategy for $25B US government agency.

Created and executed customer service, operational improvement and contact center outsourcing strategies for insurance, telecom, and utilities clients, ranging from $500K - $5M in attained annual synergies.