Manager Assistant
Resume:
SUJATA GUPTA
**/** ******* **** ****** NO. - 081********
No. 3 Motilal Colony
Airport, Rajbari
Kolkata – 700081 ******.*****@****.***
Assistant Manager – Operations
• Possess total work experience of 9-10 yrs.
• Result-oriented business professional with proven abilities in strategic planning, managing projects, improving efficiency, team building.
• Completed a GB Project - Lock down Project (Oct 2010 – Feb 2011)
• Two Lean Projects (In-House Auto Auditing System) and (Comet training timeline reduction)
• Played a significant role in long-term planning, including (Perfect Service Initiative) geared toward operational excellence.
• Managed and increased the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
• Supervised monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals.
• Maintain proactive, dynamic and effective communication with customers at all times to maintain a high level of customer satisfaction.
KEY COMPETENCIES
Critical thinking and problem solving skills
Recruiting, Team building, and Staff Management
Inventory Management
Customer Centric
Communication skills
Planning, organizing and decision-making
Results – focused
Quality Assurance
Strategic Leadership
Process improvement
PROFESSIONAL EXPERIENCE
United Health Group, India May 2014 – April 2016
Assistant Manager (US Health Insurance Claims Transaction)
Assuring full responsibility for managing 53 FTE’s. Supervised and directed employees' disciplinary and training programs, safety and performance improvement programs.
§ FMEA(Failure Mode Effect Analysis) was documented in September 2014 for ISO Audits under Risk Management of Quality Management System (QMS) in the process.
§ Standard Operating Procedure (SOP) is documented in October 2014 for process work flow and reporting.
§ Preparing and maintaining process SharePoint for ISO audits.
§ Preparing and sharing weekly/ monthly business overview to stakeholders.
§ Ensuring achievement of the SLAs, Metrics and Goals for the process with performance of the team.
§ Prioritizing deliverable for the team, look for improvement area and increase the bar of quality and production for the team.
§ Team works on listed application UNET, IDRS, EDSS, WAND, Flowatch, KANA, PEGA, Detects, TNOC, etc.
Hinduja Global Solution Ltd., Bangalore, India Oct 2011- April 2014
Assistant Manager - Operations (US Health Insurance Claims Transaction)
Assured full responsibility for managing 35 FTE’s (2 LOB). Supervised and directed employees' disciplinary and training programs, safety and performance improvement programs.
§ Achieved maximum profit and ensured that production target are met while simultaneously maintaining quality, cost, and inventory management within operating budget constraints.
§ Team annual attrition for financial year 2012 – 2013 is 20%.
§ PCS(Problem Cause Solution) case study was documented on April 2012 for Quality scores improvement in the process.
§ Team annual attrition for financial year 2013 – 2014 is 10%.
§ Preparing and sharing weekly/ monthly business overview to stakeholders.
§ Ensuring achievement of the SLAs, Metrics and Goals for the process with performance of the team.
§ Prioritizing deliverable for the team, look for improvement area and increase the bar of quality and production for the team.
§ Team works on listed application CAS, MTV (Metavance), Macess, CIS, CIS PRO, EHUB, EFR, DIGTOOL, CCP2, AURGAS, etc.
WIPRO BPO, Kolkata, India 2006 - 2011
Subject Matter Expert (SME) (US Health Insurance Claims Transaction), October 2008 – April 2011
Assured full responsibility for managing 17 FTE’s, maintaining production and sanitation with extra office
responsibilities.
§ Trained New Heir Comet Pilot Batch for Kolkata Site in two months whereas in training calendar it is scheduled for 3months.
§ Have been appraised Outstanding Contribution and Excellent Competency for year 2009-2010.
§ Experience of handling 17 FTE’s from floor that is all on PERFORMANCE COACHING & COUNSELING PROGRAM (PCCP) for low performance in quality and production on the floor.
§ Worked on listed application UNET{almost all screens including NDB (Network Database)}, COMET, Knowlagent, PASS, IBAAG, Care Coordination, Avaya, IDRS, WAND, ELGS, Knowledge Library (KL), Smart Audit Master (SAM), EDSS, UNET Payment Screens and command, OMEGA, ISET, etc.
KRA’s: Providing resolution to processing related doubts of FTE’s.
Handling Team Associates in Absence of Team Leader.
Conducting transactions audit and sharing feedback
Mentoring the outliers in the team.
Maintaining Targets and Arranging Breaks.
Taking Error review sessions for the team
Conducting new hire sessions for the teams in training.
Provider phone Representative (CCS), Nov 2006 – Oct 2008
Process: Health Insurance Claims CS
KRA’s: Taking Escalated and Supervisor Calls.
Online Customer Satisfaction.
Maintaining AHT, TAT, CSAT and arrange breaks
Resolving Customer Related Quarries.
Maintaining Quality Data for Team Associates.
Forwarding Process related Documents to Floor Associates.
PROFESSIONAL CERTIFICATION
• Lean Management Certified
EDUCATIONAL HISTORY
• Bachelors in Commerce, IGNOU, 2010
• MBA (Executive), 2012 – 2013, AMITY University.
PERSONAL INFORMATION
Nationality : Indian
Passport No. : H0041809
Willing to relocate.
Contact this candidate