Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
Timeline
Generic

Reet Bhatia

Haryana

Summary

ITES Quality & Operations Manager (12+ years) specializing in data annotation, content moderation; improved IAA to 95% and delivered $60K in annual savings via a 37% AHT reduction.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Operations Quality and Training Manager

GlobalLogic
07.2022 - Current
  • Results-driven Quality Operations leader who manages end-to-end multiple workflows. Drives process improvements, leveraging data (Quality, Throughput, AHT) for measurable efficiency and cost savings.
  • Expertise includes cross-functional team leadership, vendor management and delivering actionable business reviews to clients like Google & Amazon.
  • Conceptualized and delivered a user interface enhancement project, reducing training time by 60% and Average Handling Time (AHT) by 37%, resulting in ~$60K annual cost savings.
  • Researched and supervised a project aimed to improve the Completeness Metric from 96% to 99% by implementing a dynamic 360 quality and sampling framework.
  • Redesigned and administered the implementation of a Quality Auditing Portal, resulting in an estimated annual ROI of ~$40K.
  • Initiated and structured the automation of a human evaluation project leading to an efficiency gain of 29% with an estimated return on investment of $80K.

Senior Team Leader - Quality & Training

GlobalLogic
06.2018 - 07.2022
  • Lead a quality and training team of 40 member.
  • Partnered with multiple engineers to integrate data-driven improvements into product and process design.
  • Reduced the number errors on annotation work by 22% across major categories.
  • Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation by 15%
  • Developed comprehensive training programs to equip team members with the necessary skills for success in their roles.

Supervisor - Quality Control

Appco Group UK
11.2014 - 11.2015
  • Supervised a team of 28 Quality Controllers, ensuring operational consistency and SLA compliance.
  • Resolved customer service escalations, reducing client complaints and improving satisfaction.
  • Delivered performance reviews, coaching sessions, and training to boost staff effectiveness.
  • Generated and presented operational reports to senior management for decision-making.

Customer Experience Coach

Dell International Services
01.2007 - 01.2008
  • Managed customer support teams (voice & email), ensuring SLA adherence.
  • Reduced email complaints by 8% leading to a higher first contact resolution.
  • Researched customer issues, proposing improvements to products and support processes.

Quality Analyst

Vertex India Pvt. Ltd.
12.2003 - 12.2006
  • Supported Citi Cards operations by troubleshooting technical issues and training new hires.
  • Guided cardholders through online banking features, ensuring issue resolution.
  • Conducted training needs analysis (TNI) sessions for new hires, improving onboarding efficiency.

Education

MBA - Business Administration

University of Wales
United Kingdom
09.2013

Bachelor in Hotel Management - Hotel Management

Bangalore University
Bengaluru, India
05.2000

ISC - Class 12

St. Thomas College, Dehradun
Dehradun, India
05.2000

ICSE - Class 10

St. Thomas College, Dehradun
Dehradun, India
03.1997

Skills

  • KPI tracking
  • Problem-solving
  • Customer satisfaction
  • Quality processes
  • Course design
  • Written and oral communication

Certification

Green Belt Certified - Lean Six Sigma, 2013-01-01

Languages

English
Hindi

Personal Information

Title: Operations Quality and Training Manager

Timeline

Operations Quality and Training Manager

GlobalLogic
07.2022 - Current

Senior Team Leader - Quality & Training

GlobalLogic
06.2018 - 07.2022

Supervisor - Quality Control

Appco Group UK
11.2014 - 11.2015

Customer Experience Coach

Dell International Services
01.2007 - 01.2008

Quality Analyst

Vertex India Pvt. Ltd.
12.2003 - 12.2006

MBA - Business Administration

University of Wales

Bachelor in Hotel Management - Hotel Management

Bangalore University

ISC - Class 12

St. Thomas College, Dehradun

ICSE - Class 10

St. Thomas College, Dehradun
Reet Bhatia