Professional profile of Lean Six Sigma Green Belt certified ITES Outsourcing Operations professional with 10+ years of expertise seeking assignments in establishing Operational Excellence in International Data Service , Contact Centre Processes and BPO Process Transitions.

1. BARKHA SAXENA
Email : barkha.s2015@yahoo.co.in M: +91-9650-0354-58
LinkedIn: https://in.linkedin.com/in/barkha-saxena-49895332
Location: Noida
Lean Six Sigma Green Belt certified ITES Outsourcing Operations professional with 10+ years of
expertise seeking assignments in establishing Operational Excellence in International Data
Service, Contact Centre Processes and BPO Process Transitions.
Summary of Skills & Experience
- 10+ years of experience in Operations including BPO & outsourcing industry working
with Banks/Financial services domain.
- Knowledge about Minitab, DMAIC/DMADV, VOC’s, Affinity Diagram, CTQ’s, Kano Model,
Project Charter, Process Mapping, Pareto Chart, MUDA, Work Value Analysis, Cycle Time
Analysis, SIPOC, Sampling, MSA, Run Charts, Process Capability, Hypothesis Testing,
TRIZ, Brainstorming, FMEA, RPN, Implementation, Control Charts.
- Experience in inbound & outbound contact centre handling Operations, Customer
Service, Service Quality Assurance, Customer Retention and Process management for
Data Services of BFSI and Marketing space.
- Managed Call Quality Monitoring, Operations Training for the Transition processes.
- Experienced in building a team and managing 40-50 FTEs, team building, training,
mentoring, general management and process development.
- Sensitive towards compliance to organizational standards & guidelines for process &
security.
- Expert in handling IT systems & infrastructure, VOIP terminals, proficient in using
Windows OS, MS Word, MS Excel, MS PowerPoint, and other proprietary platforms for
trading & data processing.
Organizational Experience
From March 2015 to June 2015 worked with eMobilize Technologies Pvt. Ltd., Gurgaon as
Manager Operations.
- Overseeing entire company’s Business Operations including Sales, Training, Recruitment
and People Development, Customer Services, Quality & management. Reporting to
company’s Founding Director.
- Started the French and US processes from ground up for selling Technical Services to the
target customers.
- Grew the team strength from 13 to 50 associates in 1.5 months.
- Laid out Standard Operating Procedures (SOP) for French & US processes including Call
workflow, sales workflow, sales pitch, defining targets and Liaoning with the Executive
Management and technology partners.
- 110% Target achievements on record.
- Defined and managing Customer Service & Call Quality benchmarks.
- Review Daily, Weekly and Monthly reports related to Sales closure, Customer Services
and Call Quality.
From August 2010 to May 2014 worked with Foobar Software Technology Services Pvt. Ltd.,
Delhi as Manger Operations.

2. BARKHA SAXENA
Email : barkha.s2015@yahoo.co.in M: +91-9650-0354-58
LinkedIn: https://in.linkedin.com/in/barkha-saxena-49895332
Location: Noida
- Key Responsibility Areas include managing Operations, and Business Development
functions.
- Reports like FMEA, Risk & Mitigation Plan, Root Cause Analysis, Time and motion
analysis, Attrition Report, Team Accuracy Report, Team weekly and monthly
performance SLA report.
- Responsible for 85% of the revenue generation for the company.
- Established Strategic alignments of the company with industry bodies, BD secretariats
like NITEE.
- Developed the Offshore Data Services Centre of Excellence.
Operations Management & Process Improvisation
- Monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level
- Formulating short-term/long term strategic plans to enhance operations, profitability &
revenue targets
- Facilitating the process improvements to enhancing satisfaction for Investors,
Customers and Employees
- Sustaining high level client relationship
- Planning resource requirement – agents, support and infrastructure and execute per
plan: hire and train agents to floor
- Managing client relationship by presenting weekly and quarterly business updates and
maintaining healthy communication between ours and client teams
- Retention with focus on employee engagement by gathering and providing feedback,
meeting needs, eliminating burnout and charting a career plan
- Managing performance through regular reviews, action plans for outliers and leveraging
process quality assurance team
- Adding value to client’s business
- Overlooking the entire operations & responsible for maintaining a complementing
synergy between operations, technology, MIS, HR, training & quality to achieve
organization objectives
SLA Management
- Setting out quality standards for various operational areas, ensuring a high-quality
customer experience, while adhering to the SLAs and work processes
- Creating awareness for driving projects and process improvement strategy &
methodology, ensuring maximum operational efficiency
- Conducting root-cause analysis and taking preventive measures for repeat escalations
From June 2008 to August 2010 worked with Genpact LLC, Gurgaon as Process Developer for
Wells Fargo Bank (erstwhile Wachovia Bank) in Demat Trading process.

3. BARKHA SAXENA
Email : barkha.s2015@yahoo.co.in M: +91-9650-0354-58
LinkedIn: https://in.linkedin.com/in/barkha-saxena-49895332
Location: Noida
- Process Transition Executed successfully from Richmond, VA, USA with extensive client
interaction.
- Managed team of 20 FTE including retention, backfill, and general people management.
- Managed Demat Trading Corrections & Rejects for Wachovia Bank’s Demat Trading platform
users.
- Trained the Indian team on post-transition processes thus established in Richmond OJT.
- Worked on trading terminals hot-linked with New York Stock Exchange (NYSE) via Wachovia
Bank’s proprietary platform.
- Operations training for new joined staff.
Achievements
- Outstanding Performer Award at Genpact for successful transition of Wells Fargo Bank’s
process in 2009.
From October 2002 to September 2006 worked with companies like Fidelity Mutual Funds,
Convergys – Citibank and Intellicom Contact Centre in the capacity of Consultant Client
Servicing and alike.
Job responsibilities included:-
- Managed amendments for more than 40,000 MF customers under Individual Savings
Account (ISA) for UK; including work distribution, monitoring, follow-up and closure.
- Sensitive towards Individual Savings Account compliance prevailing in UK including the
predefined standards & guidelines for process & security.
- Managed Induction of new joiners, including mentoring & On the Job training (OJT) to 15+
FTEs.
- Handled Customer Relationship Management for Citibank’s Credit Card division (USA) for
Pan-America Credit Card holders in Voice based Inbound process.
- Managed Customer Relationship Management& FTE Performance reports including
o Sales performance analysis for the team
o Team performance related reports for Average Call Handling Time, Call to Sales
conversion ratio etc.
o Handling Tele-Sales for commercial products & services.
o Managing Customer Relationships and new Customer Acquisitions
o Projecting sales forecast for various market segments like Healthcare, Telecom
and Intimate Apparel.
Achievements
- Felicitated ISA Diamond Award from Fidelity India, for outstanding performance in the year
2006.
- Performance Award holder at Convergys for beating the Sales Target by more than 25%
margin repeatedly in 2004.

4. BARKHA SAXENA
Email : barkha.s2015@yahoo.co.in M: +91-9650-0354-58
LinkedIn: https://in.linkedin.com/in/barkha-saxena-49895332
Location: Noida
Certifications
- Certified Lean Six Sigma Green Belt from KPMG in July 2016.
- Completed Advanced MS Excel 2000 training at Fidelity in July 2006.
- Advanced Diploma in Communication & Marketing from National Institute of Sales (NIS),
New Delhi in 2000.
Educational Qualifications
- MBA with specialisation in Marketing from Symbiosis University, Pune in 2004.
- Bachelor of Commerce from Delhi University in 2002.