SUJATA THAPA
Pune,MH
Summary
Dynamic operations leader with a proven track record at JUST DIAL LTD., driving process optimization initiatives that achieved up to 80% manpower reductions. Skilled in workflow automation and team leadership, I excel in enhancing service quality and fostering stakeholder collaboration to deliver exceptional results. Passionate about continuous improvement and employee development.
Overview
4
4
Languages
1
1
Certification
19
19
years of professional experience
Work History
Manager – Content Operations
JUST DIAL LTD.
Pune
01.2019 - 10.2026
- Drove 10+ process optimization initiatives, transitioning manual activities to AI-enabled calling workflows, enhancing operational efficiency.
- Led process standardization and workflow automation initiatives that streamlined operations, minimized manual effort, and improved resource utilization.
- Contributed to process improvements achieving manpower reductions of 70–80% in optimized workflows, streamlining resource allocation.
- Led content operations and process management, with accountability for productivity, quality, process compliance and operational efficiency.
- Monitored productivity, quality, training, and team performance to align operations with business objectives and enhance overall effectiveness.
- Managed on-site and remote teams, coordinating with cross-functional stakeholders to resolve operational issues and ensure collaboration.
- Supported backend CMS uploads and content optimization covering 10 lakh+ listings during 2024–2026.
Assistant Manager – Customer Service
JUST DIAL LTD.
Pune
01.2016 - 01.2019
- Managed customer service operations, focusing on timely issue resolution, service quality and customer satisfaction.
- Mentored and guided 20+ agents and team leaders, enhancing performance and service standards, resulting in improved issue resolution.
- Monitored customer escalations and operational performance, ensuring compliance with service processes and meeting delivery expectations.
- Conducted root cause analysis and implemented corrective action plans, providing targeted training that resolved recurring issues.
- Received the Highest Appreciation Award and the Highest Client Retention Award.
Senior Quality Analyst
JUST DIAL LTD.
Pune
06.2010 - 01.2016
- Achieved recognition for quality and leadership contributions, including the Best Quality Analyst Award.
- Conducted quality audits to assess communication standards and ensure compliance with company guidelines and processes.
- Identified recurring errors and quality gaps, providing actionable feedback to enhance service delivery.
- Collaborated with operational teams to strengthen compliance and maintain consistent service standards.
- Supported process training, quality improvement initiatives and corrective action planning.
- Promoted from Information Retrieval Agent to Quality Analyst within the same year, demonstrating quick adaptation and capability.
Centre In-Charge & Senior Educator
Alpha & Ishanya Foundation
Pune
01.2008 - 06.2010
- Managed daily operations at NGO-led centre, ensuring effective support for children's development.
- Coordinated community outreach initiatives that facilitated school admissions for over 70 children.
- Provided learning opportunities for underprivileged children to enhance their literacy skills. and conducted adult literacy programs
Education
Bachelor of Commerce (B.Com) -
Pune University
PuneSkills
- Operations management
- Process optimization
- Workflow automation
- Data analysis
- Performance monitoring
- Root cause analysis
- Stakeholder management
- Team leadership
- Employee onboarding
- Staff development initiatives
- Project planning
- Budget management
- Operational strategy
- Strategic decision-making
- Content optimization
Personal Information
Title: OPERATIONS MANAGEMENT | PROCESS EXCELLENCE | AUTOMATION
Certification
- Advanced Certification in Data Analytics – ExcelR
- First Time Manager – Reliance Industries Limited
- AI Generative Master – GrowthSchool
- AI Tools & ChatGPT for Productivity – Simplilearn
LANGUAGES
English, Hindi, Marathi, Nepali
AWARDS & RECOGNITION
Star Performer of the Year – Justdial, Best Quality Analyst Award, Galaxy of Star Awards – 2012–13 and 2017–18, 10+ Year and 15+ Year Service Excellence Awards – Justdial
Languages
English
Intermediate (B1)
B1
Hindi
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Nepali
Advanced (C1)
C1
Timeline
Manager – Content Operations
JUST DIAL LTD.
01.2019 - 10.2026
Assistant Manager – Customer Service
JUST DIAL LTD.
01.2016 - 01.2019
Senior Quality Analyst
JUST DIAL LTD.
06.2010 - 01.2016
Centre In-Charge & Senior Educator
Alpha & Ishanya Foundation
01.2008 - 06.2010
Bachelor of Commerce (B.Com) -
Pune University