Gardening
Sancheeta Sangle
Operations Management/Certified Six Sigma and Internal Auditor
Summary
BUSINESS PROCESS OPERATIONS & CLIENT SERVICING PROFESSIONAL
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
32
32
years of professional experience
4
4
Language
Work History
Assistant Manager-Quality
Nexdigm (formerly SKP)
01.2023 - Current
- Managed the implementation and maintenance of the Quality Management System, resulting in improved product quality and reduced customer complaints
- Performing internal health audits on a regular basis, conducting sessions in implementation of 7 QC Tools
Assistant Manager – Finance & Accounts
Nexdigm (formerly SKP)
04.2021 - 12.2022
- Reconciliation of expenses booked, signed contracts to actual budget for identifying revenue leakage, planning on daily resource utilization bases volumes received and targets set by client
- Troubleshot complex medical event issues, applying problem-solving skills to resolve discrepancies and maintain accurate records promptly.
Customer Service Team Lead
Nexdigm (formerly SKP)
10.2018 - 03.2021
- Successfully transitioned and lead the transition the O2C project of Client's Customer Service Project and drove the project through SalesForce and Oracle
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Collaborate with cross functional teams for smooth functioning within teams.
Sr. Executive- Business Development
Nexdigm (formerly SKP)
04.2015 - 10.2018
- Leading & spearheading the implementation/migration of Pipedrive CRM at Group level and data migration from SharePoint to Billing Application; ensuring Sales Team is on-board with the updating & operations of the CRM also skillfully providing monthly dashboards with status updates
- Improvising the automation of Data Management in the “Inquiry Proposal Application” and leading the project from designing, testing, suggesting improvements and implementation
Executive – Business Development
Nexdigm (formerly SKP)
11.2013 - 03.2015
- Proven track record for spearheading the implementation of CRM (Pipedrive & Salesforce) at group level at Nexdigm (SKP)., Pune
- Monitoring closely the backend support team for sales with respect to data hygiene, lead generation, resource & quality compliance for ensuring satisfactory execution of sales targets
Process Leader
AXA Business Services
06.2004 - 11.2012
- Overall 3-4 years of customer service experience with management of customers from various countries (UK, US, and India) and 8 years in Life Insurance for processes such as new business, peripheral new business, policy servicing, and Group Business.
Also worked in the credit control department of UK Brokers. - Implemented best practices in process management, leading to significant improvements in overall operational efficiency.
Sr. Customer Service Executive
Emphasis Pvt Ltd
06.2004 - 11.2012
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
- Served as a liaison between the Customer Service team and other departments, fostering collaboration and open communication to best serve our customers.
- Managed a high-performing team of customer service representatives, ensuring consistent delivery of exceptional service to clients.
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
Healthcare Process Associate
GE Capital International Services
08.2001 - 09.2002
- Streamlined processes by identifying inefficiencies and implementing improvements.
- Increased processing speed by mastering software tools and utilizing keyboard shortcuts efficiently.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
Medical Transcriptionist
Global Transcripts
10.2000 - 07.2001
- Streamlined communication with healthcare professionals by promptly providing clarifications on transcribed reports, leading to improved patient care.
- Conducted thorough research on unfamiliar terms or phrases during the transcription process which contributed to accurate and comprehensive medical reports.
Customer Service Coordinator
OpenView Technologies Pvt. Ltd.
06.1999 - 02.2000
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
Export Officer/PA to Executive Director
Pang Rubber Products Pvt. Ltd.
01.1992 - 11.1998
- Joined as Telephone Operator and promoted to Export Officer
- Developed strong relationships with carriers, resulting in improved shipping rates and transit times.
- Contributed to the company''s reputation for excellence in global trade through diligent attention to detail, consistent results, and exceptional customer service.
- Coordinated with international partners for seamless logistics management and efficient delivery of goods.
- Provided exceptional customer service to both international buyers as well as internal stakeholders such as sales representatives.
Education
Licentiate in Life & General Insurance -
Indian Institute of Insurance
Pune, MHB.A. (Literature) - undefined
Fergusson College
Pune, MHSkills
Performance Evaluations
Project Planning
Customer Relationship Management (CRM)
Team Building, Employee Coaching & Leadership
Workforce Management/Resource Utilization
Strategic Thinker
Project Management
Client Relationship Management
Quality Assurance
People Management
Change Management
SLA Management
Process Enhancement
Operations Management
Accomplishments
- Nexdigm (formerly SKP), Six Sigma Project Implementation for reduction of Customer Complaints, Collections Reward for collection of old outstanding for 1.2 cr., Client Centricity Award for persistent effort in delivering Quality in 2020, Star Performer Award for outstanding performance in 2020, Pat on the back award for successful implementation of Pipe drive CRM across Group in 2018, Pat on the back award for thorough planning and scheduling of International Travel in 2016, Pat on the back award for excellent Project Management and Leadership skills in 2015, Pune
- AXA Business Services, The Best Process Leader award in 2010-2011, The Eureka Award for best idea in 2009, Pune
Domain Expertise
- Customer Service in Consulting Services
- Healthcare Compliance
- Insurance
- Banking
- Quality
Personal Information
Date of Birth: 03/14/YY
Training
- Certified Internal QMS Auditor for ISO 9001:2015
- Six Sigma Certification for Green Belt
- Fast track Project Management and Business Etiquette
- Trained for Six Sigma Black Belt
- Completed Certification in MBTI (Myers Briggs Type Indicator)
- Licentiate from Indian Institute of Insurance, Pune (MH) for Life and General Insurance
- EXIM policy training undertaken from TASMAC, Pune
- Personal Secretaries and Personal Assistant from Pune Management Association, Pune (MH)
- Neutral Accent training to undertake calls for USA and UK clients
- Soft skill training along with knowledge sharing of US and UK Culture Team Building
- Customer Service Skills
- Medical Underwriting with the limit to authorize policies of 20 lacs
Interests
Passionate Traveler
Timeline
Assistant Manager-Quality
Nexdigm (formerly SKP)
01.2023 - Current
Assistant Manager – Finance & Accounts
Nexdigm (formerly SKP)
04.2021 - 12.2022
Customer Service Team Lead
Nexdigm (formerly SKP)
10.2018 - 03.2021
Sr. Executive- Business Development
Nexdigm (formerly SKP)
04.2015 - 10.2018
Executive – Business Development
Nexdigm (formerly SKP)
11.2013 - 03.2015
Sr. Customer Service Executive
Emphasis Pvt Ltd
06.2004 - 11.2012
Process Leader
AXA Business Services
06.2004 - 11.2012
Healthcare Process Associate
GE Capital International Services
08.2001 - 09.2002
Medical Transcriptionist
Global Transcripts
10.2000 - 07.2001
Customer Service Coordinator
OpenView Technologies Pvt. Ltd.
06.1999 - 02.2000
Export Officer/PA to Executive Director
Pang Rubber Products Pvt. Ltd.
01.1992 - 11.1998
Licentiate in Life & General Insurance -
Indian Institute of Insurance
B.A. (Literature) - undefined
Fergusson College