Summary
Overview
Work History
Education
Skills
Certification
Projects & Internships
Miscellaneous
Timeline
ResearchAssistant
Khushboo Gupta

Khushboo Gupta

Senior Lead - Operations
Hyderabad

Summary

Seasoned Senior Team Leader renowned for effectively directing workgroups, developing comprehensive strategies, providing impactful training, setting ambitious goals, and collecting valuable team feedback. Demonstrates a visionary approach, communicating organizational goals and vision to ensure success. Proven problem solver, adept networker, and skilled consensus builder. Recognized for successfully implementing innovative performance and project improvement initiatives through thorough analysis. Proficient in various analytical processes, creating dashboards, project charters, data analytics and high-quality management output. Establishes a dynamic and positive workplace culture aligned with organizational mission and values. Organized and results-driven, excelling in building positive rapport, inspiring trust, and guiding teams to achieve organizational objectives. A strong facilitator with the ability to collaborate cross-departmentally with co-management and top-level leadership. Accomplished Lead Assistant providing crucial support to senior managers and upper management in decision-making processes, enhancing overall productivity. Manages administrative and clerical functions, scheduling, logistics, meetings, and ensures follow-up on important projects and initiatives. Skilled in KPI analysis, implementation, and corrective planning. Engaging and motivational supervisor with a talent for training, coaching, and developing high-performing employees.

Overview

8
8
years of professional experience
7
7
years of post-secondary education
9
9
Certifications

Work History

Senior Team Leader

Globallogic
Hyderabad
09.2019 - Current
  • Effectively oversaw teams with headcount of up to 120+, facilitating seamless coordination and communication with diverse leads across different locations.
  • Successfully managed multiple Google Evals, achieving outstanding conversion rate of over 70% from evaluations to larger projects, demonstrating consistent commitment to high performance.
  • Proactively collaborated with diverse stakeholders on client side to discuss project objectives and identify opportunities for enhancing tools and processes, contributing to overall project success.
  • Led end-to-end execution of RRT project, overseeing team recruitment, training initiatives, policy refinement, and conducting multiple refresher sessions. This effort resulted in meeting all key performance indicators (KPIs), prompting 72% increase in team headcount and expansion into five different languages across three locations.
  • Applied Six Sigma principles, specifically DMAIC, to drive improvements in project quality, showcasing dedication to process optimization and excellence.
  • Innovatively designed rotational resource allocation strategy based on queue inflows and process requirements. This approach replaced dedicated headcount, ensuring equitable distribution of workload and preventing monotony in tasks.
  • Assumed additional responsibility for intricate project focused on Google Hardware, collaborating closely with Single Point of Contact (SPOC) to grasp project essentials and contribute to formulation of concise policy document.
  • Led identification of suitable resources and conducted thorough training sessions on Google hardware, utilizing diverse sources to ensure team proficiency and alignment with project requirements.
  • Conducted comprehensive analysis and audits of team-performed tasks, fostering deep understanding of products. Collaborated with client to provide valuable insights aimed at enhancing overall user experience.
  • Developed data analytics dashboard utilizing Google Data Studio, effectively decreasing reliance on manual reporting processes.
  • Designed performance evaluation metrics for monthly top performers, incorporating factors like quality, efficiency, and utilization to ensure comprehensive and fair assessment of individual contributions.

Team Leader

Karvy
06.2018 - 08.2019
  • Lead level-1 team of Flipkart process with more than 90% quality.
  • Imparted off-center training to recruits for process certification in just started Karvy Noida Center.
  • Lead team of 39 Level-2 Associates providing back office support to Karvy Noida Flipkart process.
  • Internally shifted to PhonePe process to help in Managing team and enhancing process improvement.
  • Handled team of newly joined associates, ensured improvements in PCD, Process Knowledge, Resolution with Customer Satisfaction of over 95%.

Subject Matter Expert

Tech Mahindra
01.2017 - 06.2018
  • Cleared Flipkart Certification with highest scores, promoted to L2 within three months of joining.
  • Promoted to SME role within 14 weeks of becoming L2 due to high productivity and good scores.
  • Granted 2 RNRs for high resolution and PCD scores; 2 Pat on Back certificates for highest audits and highest escalation handled; multiple appreciation from client-side (Flipkart).
  • Lead team of 13 associates as SME to resolve customer issues, handling escalations, conducting audits, analyzing key reasons for low performances of associates.
  • Guided last placed 'We Resolve' team to 2nd place in PCD scores & resolution within 2 months duration.
  • Bestowed 'Best SME' for highest Perfect Call Delivery scores of teams.

Process Associate

Genpact
11.2015 - 11.2016
  • Started with part of Booking Review team; reviewed credit agreements & compared with ACBS.
  • Worked as Corporate Lending Portfolio Analyst under which scrutinize corporate lending operations.
  • Processed Funding demands, Borrowing Base Certificates while working in Fast Lane team.

Education

B. Tech. (CSE) - Computer Science Engineering

Government Women Engineering College, Ajmer
Ajmer
09.2011 - 04.2015

Intermediate - Science & Mathematics Education

Lord Krishna Public School
Kota
05.2008 - 05.2010

High School - Science Education

Nirmala Girls Senior Secondary School
Kota
04.2007 - 05.2008

Skills

    Project Management

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Certification

Lean Six Sigma Yellow Belt Certification

Projects & Internships

Project: Bike Showroom Management System | B.Tech Project [Jan’15-Apr’15]
Guide: Meeta Sharma, Professor, Computer Science, GWECA

  • Designed an interface for providing easy access to customers regarding availability of various bikes
  • Feature to compare them on basis of CC, Make, Price, Mileage, Braking, Suspension


Internship: Operation Intern | [Apr'14 -Oct'14]

Mosses and Ferns, Jaipur 

  • Developed hyper-local delivery mechanism for maximum reach of plants to the customers
  • Led organizing team for a green exhibition in Jawahar Kala Kendra, Jaipur

Miscellaneous

  • Coordinator, EPISTEMICO [Mar’14-Apr’14]
  • Lead a team of more than 10 organizers and managed Dance & Fine Arts competitions in which more than 50 students participated
  • Worked in tandem with Institute cultural council to organize street dancing event
  • Best performer in fashion show on “INCREDIBLE INDIA” [2012]
  • Participated in dance competitions in Epistemico [2013]
  • Languages: C ,C++Programming ,Data Structures, PHP, java ,SQL
  • Software Skills: WAMP server
  • Main coordinator of various college events
  • Extremely passionate about exploring new places

Timeline

Google Data Analytics Specialization

04-2022

Business Analytics Specialization

05-2020

The Complete Management Skills Certification Course

05-2020

Agile Crash Course: Agile Project Management; Agile Delivery

05-2020

Data Analysis and Dashboards with Google Data Studio

04-2020

Project Management Principles and Practices Specialization

04-2020

Lean Six Sigma Green Belt Certification

03-2020

Lean Six Sigma Yellow Belt Certification

12-2019

Senior Team Leader

Globallogic
09.2019 - Current

Team Leader

Karvy
06.2018 - 08.2019

Subject Matter Expert

Tech Mahindra
01.2017 - 06.2018

Process Associate

Genpact
11.2015 - 11.2016

B. Tech. (CSE) - Computer Science Engineering

Government Women Engineering College, Ajmer
09.2011 - 04.2015

Intermediate - Science & Mathematics Education

Lord Krishna Public School
05.2008 - 05.2010

High School - Science Education

Nirmala Girls Senior Secondary School
04.2007 - 05.2008
Khushboo GuptaSenior Lead - Operations