SUJATA GUPTA

*, *. *. **** **** MOBILE NO. -91+990*******

DUM DUM CANTONMENT

KOLKATA-700028 gyqpn3@r.postjobfree.com

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Total Experience: 4 yrs 2 months with WIPRO BPO

Production, Quality, Lean Manufacturing

Recognized throughout career for being a visionary production leader leveraging in-depth knowledge of the marketplace and the manufacturing landscape to significantly increase revenue and operational efficiency. Participative management professional; results focused, entrepreneurial and practical. Progressive leadership experiences have created a passion for surpassing financial and service objectives via a combination of world class service delivery, lean operating methods, renewed marketing directions, and incentive driven rewards for team achievement. Derive genuine pleasure from transforming high-potential staff into outstanding leaders demonstrating the creativity critical to financial and operational success. Available for relocation.

------------------------------------------------------ KEY STRENGTHS ---------------------------

Strategic Leadership Lean Manufacturing Risk Management

Quality Assurance Employee Motivation Staff Training & Development

Process Improvement Customer Service Team building and staff retention

--------------------------------------------------- CORE COMPETENCIES ---------------------------

Results – driven with exceptional practical judgment and memory for details with skills in developing process improvement, risk management, lean manufacturing, and team management directives.

Known strategist who transforms strategic plans into workable solutions and benchmarks for performance against key operational objectives.

Expertise in lean manufacturing with extensive scope of responsibility and a proven track-record of delivering optimal results in a high growth environment that exceeds operational goals and yields measurable outcomes.

Strong operational process improvement background through effective cost reduction, tactical planning, productive gain and revenue growth strategies.

------------------------------------------------- PROFESSTIONAL PROFILE ------------------------

WIPRO BPO, Kolkata, WB 2006 - 2010

Team Leader, Jan 2010 – Present

Assured full responsibility for managing 18 FTE’s, maintaining production and sanitation with extra office responsibilities. Oversaw the generations of maximum profitability and ensured full production levels were met while simultaneously performing safety, quality, cost, and inventory management within operating budget constraints. Supervised and directed all employee disciplinary and training programs, safety and performance improvement programs.

Key achievements:

Developed a very skilled working force and reduction of poor performing employees.

Increased standards and regulations, as well as implemented policies in company hand book for hiring and training of employees.

Developed excellent customer relationships.

Trained New Heir Comet Pilot Batch for Kolkata Site in two months where as in the training calendar is for 3 months.

Was SPOC for several Client based projects and training.

Have been appraised Outstanding Contribution and Excellent Competency for year 2009-2010.

Experience of handling 18 FTE’s from floor that is all on PERFORMANCE COACHING & COUNSELING PROGRAM (PCCP) for quality and production on the floor.

Completed Two Lean Projects (In-House Auto Auditing System) and (Comet training timeline reduction).

Currently working as a Project Manager for Lock down Project.

Subject Matter Expert (SME), Oct 2008 – Jan 2010

Process: Health Insurance Claims Transaction

KRA’s: Providing resolution to processing related doubts of FTE’s.

Handling Team Agent in Absence of the Team Leader.

Conducting transactions audit and sharing feedback

Mentoring the outliers in the team.

Maintaining Targets and Arranging Breaks.

Reporting to the Team Leader and Operations Manager.

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 CS

KRA’s: Taking Escalated and Supervisor Calls.

Online Customer Satisfaction.

Maintaining AHT, TAT, CSAT and arrange breaks

Resolving Customer Related Quarries.

Reporting to the Team Leader and Operations Manager.

Maintaining Quality Data for Team Agents.

Forwarding Process related Documents to Floor Agents.

--------------------------------------------------- EDUCATION HISTORY -----------------------------

Passed X in 2003 from ICSE Board.

Passed XII in 2005 from CBSE board.

Pursuing Graduation (B. Com Hons.) from IGNOU Open University.

--------------------------------------------- PROFESSIONAL TRAINING & SKILLS ------------------------

HIPPA Trained.

CPT/ ICD 9 Beginner & Advanced

Lean Trained.

TLRP Trained

Won the Star Performer Award in UNET Transaction Training which is given to the best trainee in the batch.

Software Proficiencies: Excel, Word perfect, Power point, Basics, Flowchart.

-------------------------------------------------------- PERSONAL PROFILE ---------------------------

Address : 6, R. N. Guha Road

Dum Dum Cantonment

Kolkata: 700028

Date of Birth : 26th April, 1987

Marital Status : Single

Language Known : English, Hindi, Bengali

Nationality : Indian

Passport No. : H0041809

Current CTC: Rs. 3, 50,000.00

Expected CTC: Rs. 4, 50,000.00

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