Menka Krishnani
Mumbai
Summary
Process Excellence and Continuous Improvement Leader with over 21 years of experience in large-scale transformation and process re-engineering across Telecom, Insurance, BFSI, and GCC sectors. Expertise includes Process Excellence, Digital Transformation, Change Management, and Automation. Certified Lean Six Sigma Black Belt with a track record of mentoring projects and implementing cost-effective, scalable solutions. Proficient in delivering programs using Agile and Waterfall methodologies.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Principal Consultant
Wipro Limited
Mumbai
04.2020 - Current
Led complex digital transformation projects, ensuring timely delivery and adherence to quality standards.
- Conducted comprehensive process consulting, including assessments, design, mapping, and gap analysis.
- Managed client expectations and stakeholder relationships through effective governance practices.
- Enabled revenue growth by identifying transformation opportunities within existing accounts.
- Provided strategic consulting support to qualify opportunities alongside account teams.
- Developed proposals and RFP responses to facilitate business expansion and secure new projects.
- Contributed to Digital Consulting initiatives that modernized operations using advanced technologies.
- Enhanced margins and customer experience while driving sustainable growth for clients.
Corporate Role, Business Process Management
Vodafone Idea Ltd.
Mumbai
05.2011 - 04.2020
- Spearheaded Mergers & Integration project for Vodafone Idea Limited, overseeing system and process integration in Customer Service Domain.
- Led digital transformation initiatives, including blockchain technology implementation for Do Not Disturb Services, ensuring complete ownership of requirements and process re-engineering.
- Mentored teams on Lean Six Sigma and Black Belt projects, achieving significant cost reductions and turnaround time improvements.
- Collaborated with Big Data team to define, analyze, and document requirements for digital self-service projects, enhancing self-service channel penetration.
- Expertise in customer journey mapping to forecast needs and design customer-centric business processes.
- Maintained control over process design tools, including ARIS and Visio, to ensure governance and administration standards.
- Worked with ISO certification agencies to develop and implement national concepts for new and existing plans.
- Drove end-to-end process transformation using Lean methodologies, automation, and emerging technologies aligned with business objectives.
Manager Retention and Escalation
Reliance Communications Ltd.
Jaipur
11.2007 - 05.2011
- Oversaw voluntary retention strategies and customer care operations across Jaipur cluster.
- Achieved successful launch of high-speed datacards, converting 1x datacards to high-speed data cards independently.
Area Franchisee Manager
Modi Revlon Ltd.
Noida
09.2005 - 11.2007
- Managed comprehensive franchise operations in Western and Central Uttar Pradesh, Uttaranchal, and Rajasthan.
- Focused on increasing market share through targeted tertiary sales strategies.
- Explored and developed new business opportunities to expand market presence.
Marketing Executive
Mc Fills Ltd
Jaipur
03.2005 - 09.2005
Executive Sales and customer Delight
Shyam Telelink Limited
Ajmer
07.2003 - 03.2005
Education
PGDBM -
TIMS
Adipur, Gujarat01.2003
BA - Economics, History and Political Science
Maharishi Dayanand Saraswati University
Ajmer01.2001
Skills
- Business process management
- Process design and re-engineering
- Process excellence
- Lean Six Sigma Blackbelt expertise
- Process mining
- Digital transformation
- Project management
- Business development
- Automation strategies
- Agile methodologies
- Client relationship management
- Team leadership
Certification
• Gen AI for Business Leaders
Wipro People Manager Advanced Professional Certification
Lean Six Sigma Black Belt Certificate - Aditya Birla Group
• Celonis Value Mining
• Design Thinking – Wipro Limited
• Certified professional in Customer Journey Map from Aditya Birla Reimagine Academy
• Certified on ISO 9001:2008 from TUV Nord
• E learning course of Fundamentals of Project Planning and Management from University of Virginia
• Data Analytics Training - QAI
• Innovation Thinking & Problem-Solving Mechanism (TRIZ) - QAI
• R Analysis Training – QAI
• ARIS (Business Process Management system). Visio
• PEGA 8.8 workflow
Wipro People Manager Advanced Professional Certification
Lean Six Sigma Black Belt Certificate - Aditya Birla Group
• Celonis Value Mining
• Design Thinking – Wipro Limited
• Certified professional in Customer Journey Map from Aditya Birla Reimagine Academy
• Certified on ISO 9001:2008 from TUV Nord
• E learning course of Fundamentals of Project Planning and Management from University of Virginia
• Data Analytics Training - QAI
• Innovation Thinking & Problem-Solving Mechanism (TRIZ) - QAI
• R Analysis Training – QAI
• ARIS (Business Process Management system). Visio
• PEGA 8.8 workflow
Accomplishments
- Chairman Award – Wipro Ltd: EUC project received chairman’s award for one of the best client oriented project
- First Runner up Award: in Knowledge Management Category for establishing Digital Academy for upskilling
- Launched RPA based cognitive CRM which resulted in reduced turnaround time in handling customer request and complaints
- Awarded with Bosstomer (customer first) Champion (Ranked 2nd at the Aditya Birla group level for improvement ideas and implementations
- Received performance based awards in Wipro like ‘On Spot award”, “Champion Award”
Projects
Strategic Transformation project for a UK based Insurance giant. Led the transformation of the client’s contact centre business by implementing and streamlining over 1.25 million customers’ interactions and supporting 280+ agents. Worked on building Intelligent Virtual Solution (IVA) to deflect customers to use self serve. Ensured processes and operations should enable business growth. Simplified and standardize the processes, digitize, automate and enable best in class customer experience. End User Computing Remediation (25 Mn dollar Project). Worked with World’s largest Global Bank as Category Lead. Handled a team of Business Analysts, Data Analysts, Developers and Quality Analysts. Ensure automation of 2000+ processes using Appian as platform and Aspose in a span of 15 months. Primary responsibility was designing a component based modularized future state functional Requirement Document (FRD) along with alignment of future state design for the client. Lead System Integration Project for end to end automation and gathered functional requirement and shared with development team. Automations through RPA Bot and Low Code no code tools. As Is process discovery, Identification of improvement opportunities, process re-engineering, process gaps, process maturity models. To Be process designing, solutioning using RPA, Low code No code tools Power BI. Merger Integration Project. Led Merger Integration project from customer Service perspective. Defined customer journeys and active involvement in process streamlining and system integration. Postpaid Activation TAT Reduction improved from 56% to 89% nationally. Made Process corrections, system changes. Introduced CIBIL scores for Credit Verifications for customers for faster activation. Used VSM, RCA, control charts. No Contact Point Verification (No CPV). Facilitated integration of CIBIL, Experian with CRM for automated de-duping. Instrumental in eliminating 100% physical verification.
Languages
- Hindi
- English
- Hindi
Black Belt Projects
- Postpaid Activation TAT improved from 56% to 89% nationally
- Bad debt reduction for Internet Leased Line Business from 17% to 2%
- Reducing Wrong Recharge Reversal and reduction in Calls at Retailer help desk/distributor help desk by 70%
- Improvement in (0 to 60) bucket collection of Internet Leased Line Business from 46% to 82% nationally
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Principal Consultant
Wipro Limited
04.2020 - Current
Corporate Role, Business Process Management
Vodafone Idea Ltd.
05.2011 - 04.2020
Manager Retention and Escalation
Reliance Communications Ltd.
11.2007 - 05.2011
Area Franchisee Manager
Modi Revlon Ltd.
09.2005 - 11.2007
Marketing Executive
Mc Fills Ltd
03.2005 - 09.2005
Executive Sales and customer Delight
Shyam Telelink Limited
07.2003 - 03.2005
PGDBM -
TIMS
BA - Economics, History and Political Science
Maharishi Dayanand Saraswati University