Harini Gupta

Seasoned Operations Manager and talented leader with 10+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Projects Handled (Highlights)

• Claims transformation project (Phase 1) - Reduction of turn around time from 10 days to 2 days.
• Part of the core project team, collaborated with UK on project planning & execution.
• Analyzed inflow volumes and distribution to estimate resource requirement.
• Supported in hiring and training of new employees.
• Shift re-alignment to increase coverage window and improve TAT.
• Managed team communications and stakeholder expectations.

• Claims transformation project (Phase 2) - Quality improvement.
• Traveled to onshore site for project planning.
• Set up a team of 4 team members to perform quality audits.
• Mentored Process leads on new training and coaching methodologies.
• Identified process changes to achieve quick wins.
• Fostered a continuous improvement mindset to achieve quality goals in the long term.

• Customer On-line - CSAT improvement from 4 to 4.4.
• Led the project team to improve customer satisfaction on email process.
• Performed comprehensive root cause analysis to identify bottlenecks.
• Supported in delivery of skill based training.
• Analyzed market standards and benchmarked team performance against it.
• Developed solutions to address and improve customer satisfaction.

PMP - Project Management Professional