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Shilpa Ashok Kapoor
Deputy Manager Operations
Bengaluru
Summary
Seasoned and versatile professional with over 11 years of experience in U.S. healthcare operations, specializing in payer-side services, voice-based customer support, and transactional/FTE billing. Expertise in inventory control, people management, and client servicing positions well for a challenging role within a dynamic service-oriented organization. Proven ability to deliver high-quality customer experiences in fast-paced environments, underscored by a strong commitment to operational excellence, team development, and continuous improvement. Committed to contributing meaningfully to organizational success while fostering personal growth and professional advancement.
Overview
23
23
years of professional experience
2
2
Languages
Work History
Deputy Manager – Operations
Sagility Healthcare (Formerly Hinduja Global Solutions)
10.2014 - Current
- Process Type: U.S. Healthcare
- Spearheaded operations for both FTE and transactional business models, ensuring seamless service delivery, and process efficiency.
- Managing a team of 100 FTEs, with 4 Team Leads and 1 Assistant Manager, driving performance across multiple verticals.
- Acted as the primary SPOC for global clients, handling escalations, production targets, and resource negotiations to maintain service excellence.
- Conducted Balanced Scorecard reviews and process capability gap analyses to identify improvement areas, prepare for seasonal demand spikes, and optimize resources.
- Ensured customer satisfaction by proactively addressing deliverable issues, tracking requirements, and maintaining effective communication channels.
- Led and mentored cross-functional teams, fostering accountability, engagement, and high service standards through one-on-one sessions and skip-level meetings.
- Implemented Early Warning System (EWS) for attrition management, reducing turnover, and improving workforce stability.
- Analyzed absenteeism and attrition trends to mitigate risks to process continuity and revenue.
- Championed quality initiatives by defining procedures, enforcing standards, and delivering training programs to drive continuous improvement and compliance.
- Established documentation controls and performance tracking systems to support data-driven decision-making.
Team Leader
AT&T (Convergys)
02.2014 - 08.2014
- Process Type: Chat Support.
- I represented the site and queued during client calibration calls, ensuring alignment on quality and performance standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Owned customer satisfaction metrics, driving improvements through coaching, and performance management.
- Managed team scheduling in coordination with Workforce Management (WFM).
- Provided hands-on support, coaching, and development for team members, fostering a culture of accountability and growth.
- Delivered biannual performance appraisals and tailored coaching strategies to enhance individual and team performance.
- Proactively identified operational risks and collaborated with internal stakeholders (HR, WFM, and Quality) for resolution.
- Achievements: Played a pivotal role in transitioning and setting up the AT&T chat process as part of the pilot batch.
- Actively supported fellow team leaders and embodied Convergys’ values through consistent behavior and attitude.
Team Leader
Eversheds (AHRS) – Accenture UK Client
01.2012 - 02.2013
- Process Type: AHRS recruiting for Partners.
- Assigned and managed team deliverables, ensuring quality and timely execution.
- Encouraged process improvement initiatives from team members, based on operational insights.
- Executed internal training programs, including induction, process, soft skills, and industry-specific modules.
- Conducted half-yearly and annual appraisals, driving employee engagement and development.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Documented and escalated performance concerns to senior management for timely intervention.
Team Leader
RSA Insurance – Accenture UK Client
04.2004 - 01.2012
- Process Type: Accounts Receivables / Collections.
- Managed end-to-end operations, including performance planning, monitoring, and feedback delivery.
- Conducted regular team briefings to communicate updates on products, policies, and procedures.
- Collaborated with management to address customer trends, and recommend operational improvements.
- Led Rewards and Recognition programs to celebrate high performers and boost morale.
- Facilitated team development through coaching, training needs analysis, and performance appraisals.
- Ensured optimal resource utilization, and resolved team grievances through structured engagement.
- Successfully led tenured teams with high engagement and productivity.
- I took on additional responsibilities as Login Manager, overseeing staffing and shift adherence for over 175 employees.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Senior Process Associate
MCI (ICICI OneSource) – US Client
02.2003 - 03.2004
- Process Type: Billing and Collections – British Telecom (BT)
- Conducted outbound calls for billing inquiries and payment collections.
- Participated in multiple training programs to enhance team coaching capabilities.
- Delivered high-quality customer service while meeting sales and quality benchmarks.
Education
Bachelor of Arts -
Chhattisgarh University
Bengaluru, India01.2004
Intermediate (12th Grade) - 2nd PUC
Jyothi Nivas College
Bengaluru, India01.1998
(10th Grade) - SSLC
Mount Mary Convent High School
Mumbai, India01.1996
Skills
Effective interpersonal skills
Relationship management skills
Experienced in overseeing inbound and outbound operations
Proficient in performance management
Task delegation, Recruiting and interviewing, Adaptability and flexibility, Time Management, Team Building, Training and staff development, Reporting and Documenting
Problem-solving expertise
Experience in team skill enhancement
Competent in reporting and data interpretation
Maintains a positive attitude
Energetic contributor
Interests
Training
- Certified Six Sigma Green Belt (Simplilearn); led 2 successful projects focused on FTE reduction and 1 tool enhancement for process optimization.
- Attended 2-day AI Mastermind from the Outskill Team.
- Presentation Dynamics
- Time Management: Take Control of Your Time by Working More Effectively
- Leadership Skills for New Supervisors
- Conference Call Essentials
- MS Excel & Status Reporting for BPO
- Performance Management
Disclaimer
I hereby declare that the information provided above is accurate and true to the best of my knowledge and belief. Place: Bangalore Signature: Shilpa Ashok Kapoor
Timeline
Deputy Manager – Operations
Sagility Healthcare (Formerly Hinduja Global Solutions)
10.2014 - Current
Team Leader
AT&T (Convergys)
02.2014 - 08.2014
Team Leader
Eversheds (AHRS) – Accenture UK Client
01.2012 - 02.2013
Team Leader
RSA Insurance – Accenture UK Client
04.2004 - 01.2012
Senior Process Associate
MCI (ICICI OneSource) – US Client
02.2003 - 03.2004
Bachelor of Arts -
Chhattisgarh University
Intermediate (12th Grade) - 2nd PUC
Jyothi Nivas College
(10th Grade) - SSLC
Mount Mary Convent High School