Preeti Janjania
Gurugram
Summary
Dedicated executive with over 16 years of expertise in quality assurance and program management. Proven track record of optimizing processes, reducing defects, and guiding organizations to success. Skilled in fostering team growth, refining workflows, and achieving impactful results through strategic leadership. Strengths include strategic planning, process improvement, and stakeholder management. Previous work contribution includes streamlining processes for improved productivity and implementing innovative program strategies that increased overall performance.
Overview
17
17
years of professional experience
Work History
Program Manager
Global Logic Technologies Pvt. Ltd.
Gurgram
07.2020 - Current
- Leading team size of 150 highly skilled data analysts
- Orchestrated end-to-end service delivery, orchestrating on-site operations and adeptly managing stakeholder interactions for targeted service offerings
- Developed and implemented project plans that included risk mitigation strategies and resource allocation
- Collaborated closely with stakeholders to ascertain staffing requirements, devise robust workforce plans, and efficiently allocate resources to achieve operational goals and surpass business objectives
- Championed operational excellence by refining processes across the client value chain, streamlining designs, and implementing proven best practices for maximum service delivery effectiveness
- Developed and implemented quality control QC procedures that reduced the number of defects
- Conducted detailed root cause analysis for customer complaints and identified corrective actions to resolve recurring issues
- Conducted failure mode and effects analysis FMEA to identify potential product failure points and eliminate them
- Developed and monitored Key Performance Indicators KPIs to track quality performance and identify improvement opportunities.
Sr. Team Lead
GlobalLogic Technologies Pvt. Ltd.
Gurugram
06.2019 - 07.2020
- Developed and maintained an Agile team culture by facilitating team building activities and promoting an environment of continuous improvement
- Developed processes and procedures to increase efficiency and reduce manual tasks
- Facilitated collaboration between cross-functional teams to ensure successful completion of project milestones
- Conducted analysis of both lagging and leading business KPIs such as on-boarding, engagement, and retention
- Utilize this analysis to derive actionable insights, formulate implementation plans, and ensure the execution of all necessary changes
- Take charge of recruiting new talent and providing training and coaching to ensure their smooth integration into the team.
Operations Team Leader
GlobalLogic Technologies Pvt. Ltd.
Gurugram
07.2014 - 06.2019
- Managed a team of approximately 25-30 individual contributors, overseeing their learning and development
- Facilitated the creation of their individual development plans and collaborated with them to achieve set objectives
- Define the roles and responsibilities of team members and provide ongoing support in task prioritization
- Ensure optimal staffing levels to maintain productivity
- Effectively communicate and present analytical insights to both internal stakeholders and senior management
- Collaborate with internal stakeholders to understand, brainstorm, and suggest automation alternatives for manual work streams handled by service delivery associates
- Discover opportunities for process improvement and implement LEAN principles to enhance the efficiency and productivity of both processes and personnel.
Operations Team Leader
WNS Global Services
Gurugram
03.2009 - 07.2014
- Managed health insurance business of north america insurance provider
- Leadership and Supervision: Led and guided a team of 30 customer care professionals, ensuring adherence to standards, enhancing skills through coaching, and achieving improvement in team performance
- Issue Resolution Expertise: Successfully managed escalated customer inquiries and complaints, consistently achieving resolution rate while maintaining high customer satisfaction scores
- Performance Optimization: Analyzed metrics and implemented strategies that led to increase in efficiency, contributing to streamlined processes and enhanced service quality
- Cross-functional Collaboration: Collaborated with departments to align customer care strategies with company objectives
- Continuous Improvement: Introduced innovative techniques, contributing to in improved response time or reduced customer complaints, while staying updated on industry trends to adapt and excel.
Customer Service Specialist
Aegies Global Location
10.2007 - 02.2009
- Worked in a Collection process(First and Third Party)
- Also worked in the Sales process for a lead generation and tracing process for US and UK based clients.
Education
Bachelors of Arts -
University Of Delhi
01.2009
High School Diploma -
Kendriya Vidyalaya
01.2006
Skills
- Lean Six Sigma Practioner
- Total Quality Management
- Creative Problem Solving
- Data Analysis
- People Management
- Stakeholder Engagment
- Business Development
- Project Management
- Program performance analysis
- Risk Analysis and Management
- Talent Recruitment
Recent Project
Lean Six Sigma Green Belt (01/2024 Till 05/2024)
Short summary of your work "Successfully led a Six Sigma project aimed at addressing a critical quality challenge, enhancing the existing customer-defined processes. This initiative resulted in a significant cost-saving of approximately $80K"
Timeline
Program Manager
Global Logic Technologies Pvt. Ltd.
07.2020 - Current
Sr. Team Lead
GlobalLogic Technologies Pvt. Ltd.
06.2019 - 07.2020
Operations Team Leader
GlobalLogic Technologies Pvt. Ltd.
07.2014 - 06.2019
Operations Team Leader
WNS Global Services
03.2009 - 07.2014
Customer Service Specialist
Aegies Global Location
10.2007 - 02.2009
Bachelors of Arts -
University Of Delhi
High School Diploma -
Kendriya Vidyalaya
Quote
You are never to late to do the right thing..!
Me
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