Operations & Continuous Improvement Leader
Resume:
PRITI VAYDANDE
Nashville, TN Cell: 615-***-**** *****.************@*****.*** LinkedIn
PROFESSIONAL SUMMARY
Results-driven Operations and Continuous Improvement leader with 12+ years of experience optimizing performance across healthcare, SaaS, and contact center environments. Lean Six Sigma Green Belt and Certified Scrum Master with expertise in process optimization, KPI management, and cross-functional leadership. Proven ability to improve SLA performance, increase customer satisfaction, and drive cost efficiencies through data-driven strategies and scalable operational frameworks. CORE SKILLS
Process Improvement (DMAIC, Lean
Six Sigma, Kaizen)
KPI Management (SLA, CSAT, NPS,
FCR, Throughput)
Team Leadership, Coaching &
Performance Management
CX & Contact Center Operations Workflow Design, SOPs Business Intelligence Agile & Scrum Methodologies Stakeholder & Cross-Functional Leadership
Incident Management
PROFESSIONAL EXPERIENCE
ARDENT HEALTH SERVICES, NASHVILLE TN, Process Improvement Specialist Oct 2025 – March 2026
● Led process improvement initiatives within Operating Room operations, improving workflow efficiency and First Case On-Time Starts
● Developed current and future state process maps to reduce delays, handoffs, and variation across clinical workflows
● Standardized escalation and tracking mechanisms, improving issue visibility, accountability, and resolution timelines
● Partnered with surgeons, nursing, and leadership teams to drive cross-functional alignment and sustain improvements
● Supported RNI process optimization through workflow redesign, documentation, and implementation support
WELLIST, NASHVILLE TN, Quality Assurance Manager Nov 2024 – Aug 2025
● Built and scaled CX operations, implementing QA frameworks and SOPs to improve service quality and consistency
● Managed contact center operations, driving SLA adherence, CSAT improvement, and efficient issue resolution
● Developed executive dashboards and KPI reporting, enabling data-driven decision making and performance visibility
● Led Agile sprints and partnered with Product and IT teams to streamline workflows and improve system capabilities
● Improved operational efficiency through process redesign, workload balancing, and resource optimization
● Acted as escalation point for high-impact client issues, ensuring timely resolution and strong customer experience
● Managed Virtual (PC-Based) Call Systems (Genesys) to streamline customer interactions and improve service response efficiency
● Handled end-to-end Work Order Creation and Lifecycle Management, ensuring timely closure and adherence to service SLAs.
● Collaborated closely with the Service Delivery Manager (SDM) to optimize service operations, track performance metrics, and enhance customer satisfaction PRITI VAYDANDE
Nashville, TN Cell: 615-***-**** *****.************@*****.*** LinkedIn DOUBLETREE BY HILTON, NASHVILLE, Front Office Manager Feb 2021 – Jun 2023
● Managed front office operations, achieving 96% occupancy and improving customer satisfaction scores by 10%
● Led, coached, and developed team members, strengthening service quality and employee engagement
● Reduced labor costs by 8% through effective workforce planning and scheduling optimization
● Ensured 100% compliance with health, safety, and operational standards
● Resolved guest escalations and implemented service improvements to enhance overall experience DHFL GENERAL INSURANCE, INDIA, Quality Manager Sep 2018 – May 2019
● Designed and led QA programs across customer service, claims, and underwriting functions
● Developed QA scorecards and dashboards tracking CSAT, FCR, quality, and compliance metrics
● Conducted call audits and root cause analysis to identify gaps and improve service quality
● Partnered with Operations and Compliance teams to implement corrective actions and reduce risk
● Led training, coaching, and calibration sessions to ensure consistent quality standards TELEPERFORMANCE, INDIA, Team Manager Jan 2012 – Nov 2017
● Managed 50+ FTE in a high-volume contact center, driving performance across CX, retention, and revenue metrics
● Improved NPS from 28 to 62 through Six Sigma-driven process improvements
● Reduced attrition from 78% to 58% through engagement strategies and process enhancements
● Led B2B sales and client lifecycle management, contributing to revenue growth and client retention
● Developed SOPs, managed SLAs, and improved operational efficiency through continuous improvement initiatives
● Earned 3 promotions within 5 years based on consistent high performance KEY ACHIEVEMENTS
● Improved NPS from 28 to 62 within one year (Six Sigma project)
● Reduced attrition by 20% in contact center operations
● Increased customer satisfaction by 10% in hospitality operations
● Reduced operational costs by 8% through workforce optimization
● Led multiple process improvement initiatives improving SLA performance and efficiency EDUCATION
Bachelor of Arts in Philosophy, Mumbai University
CERTIFICATIONS
Lean Six Sigma Green Belt Certified Scrum Master
TECHNICAL SKILLS
Excel, Power BI, Tableau, SQL, Jira, Confluence, Salesforce, Visio, Asana, Microsoft Project, Agile/Scrum, UAT, Qualtrics, Survey Tools, Google forms.
Contact this candidate