Kamalpreet Kaur
Process Lead
Gurgaon
Summary
Experienced Process Lead seeking to work for an organization which provides me ample opportunity to explore & excel while carving out the niche for personal, professional as well as organizational goals.
- A Passionate professional with over 8.5 years of experience in Quality Control, Strategic Planning, Revenue Cycle Management, Team Management, Handling New Processes, supporting new Batches and building effective teams.
- Have good Experience of Handling a Team for Adjudication of Claims, Quality Audits etc.
- Certified Lean Six Sigma Yellow Belt.
- Strong analytical skills, along with a desire to provide mentoring and growth for subordinates.
- Continually exploring relevant and applicable new areas of Quality Improvement, Error Reporting, and Process Improvement.
- Experienced Graduate with a demonstrated history of working in the O2C, P2P, B2C, Client Management industries with knowledge of working with different businesses such as Healthcare, Electronics, Banking, HRO Services.
- Personable and astute person with proven communication skills and able time-management attitude developed from working on multiple daily tasks on current project
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Process Lead
Wipro India Pvt. Ltd
Gurgaon
04.2021 - Current
- Currently employed at Wipro for Google Process.
- Mentor and coach team on timely basis, Conduct and lead team huddles as per defined timelines
- Liaise with client SMEs on need basis, participate in client calls/ updates
- Analyzed and evaluated all existing business operations to identify potential areas for improvement
- Developed and implemented new processes and worked closely in a cross functional infrastructure
- Create and execute Project plans for change management and transformation processes
- Handling Case Inventory, Generating Daily Reports, Creating and sending MoM’s, Managing attendance, Absenteeism
- Review and perform final audits on the processed tickets before submission
- Provides deep insights into the process managed as part of review feedbacks and discussions
- Participate and manage complex transactional activities pertaining to query resolution/ process, follow ups on information from requestors on case-to-case basis
- Set up or participates in continuous improvement teams related to establishing a process or process improvement
- Work closely with the business and Risk Management to assess risk and develop controls and mitigation strategies for risk areas
- Monitor and own the ticketing queue for the queries raised by the Employees/Candidates/ Hiring teams while adhering to defined SLAs
- Acted as subject matter expert for the aligned processes, Assist and aid successful processing of tickets
- Accountable for ensuring SOPs are updated with new learnings / scenarios / identified as part of business as usual and ensure updates are shared with team
- Active participation in development of Process Excellence Community and culture through active involvement in a variety of workshops, forums and training sessions related to Lean Six Sigma, Agile and other Process Excellence concepts and practices
- Ensure Root cause analysis is conducted for the errors/ issues identified, identify corrective and preventive actions for the errors and ensure learning is incorporated in team.
Senior Quality Analyst
American Express Banking Corp
Gurgaon
08.2019 - 03.2021
- Audit Customer Service calls to ensure highest standards of Accuracy and Correctness
- Identifying calls failing to meet predefined standards and identifying the problem
- Completion and Reporting of all performed audits within established time-frames
- Ensure the effective execution and/or follow up of CAPAs (Corrective and Preventive Action)
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
- Responsible for maintaining the MIS reporting for key Productivity KPI’s
- Prepared different reports in line with Process objectives including Productivity Report and Error Report
- Assist associates on Quality Improvement, Error Reporting, and Process Improvement
- Conduct monthly calibration sessions with Service Delivery Leaders to develop scoring consistency and best practices
- Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
- Use quality monitoring data management system to compile and track performance at team and individual level.
Business Analyst
IBM India Pvt. Ltd
Gurgaon
08.2015 - 08.2019
- As a part of the transitioning team went to New Zealand in October’2018 for Knowledge Transfer for the new Process setup
- This included the end-to-end O2C cycle (Customer Master Data Setup, Billing, Cash Application and Collections)
- Responsible for setting up a new process and team since transitioning phase to stabilization mode
- Responsible for making SOPs and takes sign offs from clients on the same within timelines
- Went to Malaysia for a QA Audit in November’2018 to be done External Auditors
- Process Lead of the Collection team with approximately 10-15 Team Members
- Prepared different reports in line with company objectives, including Weekly Quality Score report, WRM (Weekly Review with Management), Productivity Report, Performance Improvement Initiative report
- Worked closely with operations and data mining teams with facts and figures for displaying process reports to assist management to trend and forecast business strategies
- Responsible for processing of AR claim invoices, creating/updating contacts, formulating letter of Agreement with terms defined
- Implementation, support, and management of practices for assuring adherence to quality audits
- Lead and mentors team members to perform to equip them to perform their routine job
- To devise systems to identify weak areas of individual reps and ensure proper feedback via QA e-mails, instant feedback, counseling, short coaching, and training requirements
- To develop innovative ideas to improve overall functioning of the process
- Perform Audits and provide effective Feedback with Regular Client Interactions
Education
BBA -
B.B.D.A.V. College
Amritsar 04.2001 -
Skills
Team Managementundefined
Certification
AIGPE Lean Six Sigma Green Belt Certified (Quality)
Achievements
Wipro
- Awarded as a “Brainiac” back-to-back 3 quarters and was appreciated in quarterly townhall by the Director and Vice President of the Process.
- Managed and guided the allotted team associated to attain 100% accuracy in their assigned work, which resulted in turning a temp project into a permanent process.
- Was responsible for transitioning of multiple projects
IBM
- Won the quarterly RnR for AR reduction with average 62% reduction in 90+ bucket and 46% reduction in 180+ bucket
- Initiated a project in PID issue for the BCBS team
- Awarded RnR on reducing the correspondence volume and increasing the efficiency and effectiveness of forwarding the correspondence packets
Tools & Technologies
- Microsoft Applications (Excel, Word, PPT, Projects)
- Salesforce
- Power Bi
Timeline
Process Lead
Wipro India Pvt. Ltd
04.2021 - Current
Senior Quality Analyst
American Express Banking Corp
08.2019 - 03.2021
Business Analyst
IBM India Pvt. Ltd
08.2015 - 08.2019
BBA -
B.B.D.A.V. College
04.2001 -
Similar Profiles
Upender ChopraUpender Chopra
Sr. Service Manager at Wipro India Pvt. LtdSr. Service Manager at Wipro India Pvt. Ltd
Ravi GourRavi Gour
Senior Associate (Spanish Language) at Wipro India Pvt. LtdSenior Associate (Spanish Language) at Wipro India Pvt. Ltd
Vishal JethaniVishal Jethani
System Administrator at Wipro India Pvt .Ltd.System Administrator at Wipro India Pvt .Ltd.