Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kalpana Meka

Hyderabad

Overview

19
19
years of professional experience

Work History

Sr. Transformation Manager

Zellis
Kochi
06.2019 - 01.2025
  • Delivered 10% in FY'24 to FY'25. Achieved system and process standardization critical activities.
  • Implemented quality control measures to uphold company standards. Scale the team to achieve 99.95% accuracy for UK, Kochi and ROI clients
  • Year on year growth of the Kochi center by doing strategic transition. Achieved the target of 90/10 modal for 47% clients in 2 years
  • Designed and implement training team with new ways of working/framework
    •Introduced skill based training for aligning to the career pathways of the organization
    •Employee engagement scores of the team improved by 30%
  • Provided guidance on communication strategies for informing employees about changes taking place in the organization.
  • Collaborated with key stakeholders to resolve issues that could impede successful completion of projects.
  • Created project charters, work breakdown structures, timelines, budget estimates, resource plans, risk management plans, quality assurance plans, and other project documents.

Ops Manager

NGA
Kochi
06.2016 - 06.2018
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
  • Produced SOPs to document workplace procedures and optimize productivity through standardization.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Managed scheduling, training and inventory control.
  • Managed multiple projects simultaneously while adhering to tight deadlines and budgets.
  • Planned delivery routing, team workflows, and promotional initiatives.
  • Collaborated with team leaders on quality audits.
  • Delegated work to staff, setting priorities and goals.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Formed and sustained strategic relationships with clients.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Created and maintained key performance indicators to track operational efficiency and effectiveness.
  • Collaborated with cross-functional teams to develop innovative solutions that improve operational flow and reduce errors or inefficiencies.

Assistant Manager

ADP
Hyderabad
12.2005 - 06.2016
  • Established processes for monitoring customer satisfaction levels.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Analyzed business performance data and forecasted business results for upper management.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Coordinated with other departments to ensure smooth flow of operations.

Education

Bachelor of Commerce -

Nagpur University
Nagpur

Skills

  • Digital transformation
  • Lean six sigma
  • Service delivery
  • Customer Experience
  • Program management
  • Strategic planning
  • Financial management
  • Process optimization

Certification

  • Six Sigma Black Belt Certification (SSBB) - American Society for Quality.

Timeline

Sr. Transformation Manager

Zellis
06.2019 - 01.2025

Ops Manager

NGA
06.2016 - 06.2018

Assistant Manager

ADP
12.2005 - 06.2016

Bachelor of Commerce -

Nagpur University

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Kalpana Meka