1. SUJATA GUPTA
Lean Six Sigma Black Belt Certification
Mobile – 09073060855
Email - sujata.gupta@live.com
SUMMARY
 Possess totalwork experience of 10-11 yrs in BPO / ITES
 Result-oriented business professionalwith proven abilities in strategic planning, managing projects,
improving efficiency & team building
 Completed Quality Improvement Project with DMAIC methodology
 Completed TAT Improvement Project with above methodology
 Completed Lock down Project
 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.
KEY SKILLS
 Recruiting, Team building, and Staff Development
 Customer focus and good business sense
 Planning, organizing and decision-making
 Process improvement
 an analytical and logical approach
 strong spoken and written communication skills
 the ability to motivate staff
 good negotiating skills and project management skills
 IT and mathematical ability, for interpreting figures and statistics
APPLICATION SKILLS
 Operating System: Windows 2007/10/XP
 In Concentrix: Xcelys, ART, Omniflow, Citrix
 In UHG: UNET, IDRS, EDSS, WAND, Flowatch, KANA, PEGA, Detects, TNOC, etc.
 In HGS: CAS, MTV (Metavance), Macess,CIS, CIS PRO, EHUB, EFR, DIGTOOL, CCP2, AURGAS,
etc.
 In WIPRO BPO: 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.
CERTIFICATION
 Lean Six Sigma Black Belt Certification
 Six Sigma Green Belt Certified
 AHM-250 Certified (In house certification in HGS)
 Manager’s Alpha Certified (In house certification in UHG)
 COPC (Customer Operation Performance Center) certified
EDUCATION
 MBA (Executive), 2012 – 2013, AMITY University.
 Bachelors in Commerce, IGNOU, 2010
TRAININGS
 New hire pilot batch training
 Process trainings

2.  Soft Skill trainings for IJP aspirant (Presentation skills, Goal setting & Communication skills, etc.)
WORK EXPERIENCE
Company – Concentrix, Pune, India (August 2016 – March 2017)
Designation - Assistant Manager
Client - US Healthcare Insurance
Process Includes – Claims, Enrollments, Data Capture Resolution, Provider Contract
Responsibilities:
 Assuring full responsibility for managing Direct Reportee 8 and Indirect Reportee 180 FTE’s.
 FMEA (Failure Mode Effect Analysis) was documented in September 2016 for ISO Audits under Risk
Management of Quality Management System(QMS) in the process.
 Preparing Process for PFCU (Proactive Fraud Control Unit) audits October 2016.
 Preparing and maintaining process SharePoint for ISO audits.
 Preparing and sharing weekly/ monthly Operational business review to stakeholders.
 Supervised weekly / monthly assessments,prepared stacks and performance improvement plans.
 Preparing process for COPC (Customer Operation Performance Center) audits
 Preparing Visual Management during client visits and mass communication for org level announcement.
Achievement:
 Implemented Bright Idea of Approx. $1 million soft savings.
 Completed GB project for claims quality improvement.
Company - United Health Group, Noida, India (May 2014 – April 16)
Designation - Assistant Manager
Client - US Health Insurance Fraud Investigation
Process Includes – Fraud Investigation, SS Employer & Individual, Provider database management
Responsibilities:
 Assuring full responsibility for managing 74FTE’s.
 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 Operational business review to stakeholders.
 Supervised monthly and quarterly assessments and forecasts oforganization'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.
 Handling a team of Management Information System (MIS) and Reporting Analysts.
 Preparing billing data, EWS analysis,Visual Management during client visits.
Achievement:
 Implemented Bright Idea of Approx. $2.5 million soft savings.
 Have been appraised Exceed expectation rating for Annual year 2014
 Won Engagement Champion Award
 Won SS E&I Team Spirit Award
Company - Hinduja Global Solution Ltd., Bangalore, India (Oct 2011-April 2014)
Designation - Assistant Manager - Operations
Client - US Health Insurance Claims Transaction
Process Includes – Recoveries & Investigation,Duplicate, Coordination of benefits, Enrollments

3. Responsibilities:
 Assured full responsibility for managing 53 FTE’s. Supervised and directed employees' disciplinary and
training programs, safety and performance improvement programs.
 Achieved maximum profit and ensured those production targets are met while simultaneously maintaining
quality, cost,and inventory management within operating budget constraints.
 PCS (Problem Cause Solution) case study was documented on April 2012 for Quality scores improvement
in the process.
 Preparing and sharing weekly/ monthly business overviewto 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.
 Preparing billing data, attrition analysis.
Achievement:
 Lowest Team annual attrition for financial year 2013 – 2014.
 Won Best Team Award
Company - WIPRO BPO, Kolkata, India (Nov 2006 – April 2011)
Designation - Subject Matter Expert (SME)
Claims - US Health Insurance Claims Transaction
Process Includes – Benefits, Claims, Claims Rework (Disputes, closed & denied), Medical coding
Responsibilities:
 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.
 Providing resolution to processing related doubts of FTE’s.
 Handling Team Associates in Absence ofTeam Leader.
 Conducting transactions audit and sharing feedback
 Mentoring the outliers in the team.
 Maintaining Targets and Arranging Breaks.
 Taking Error review sessions forthe team
 Conducting new hire sessions forthe teams in training.
Achievement:
 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.
Provider phone Representative (CCS) (Nov 2006 – Oct 2008)
Process - Health Insurance Claims CS
Responsibilities:
 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.