1. Sangeeta Ingle
Cell: +91-9000187760, E-mail: sangeetaingle74@gmail.com
AREAS OF EXPERTISE
Customer Service Business Development
Human Resourcing Process Management
Research People Management
Project Management (Six Sigma / Lean) Client Servicing
Quality Management (Transactional Quality) Campaign Management
Core Competencies:
• Proactive Manager with refined Business Acumen and exemplary people skills.
• Excellent interpersonal skills and a collaborative management style.
• Complete understanding of BPO operations and success in steering them to enhanced growth with vision
to drive business excellence through efficient operations and client servicing.
• Extensive Cross-Functional Expertise in Manufacturing, Warehousing, and distribution (Supply Chain
Management)
• Highly capable of analyzing existing systems and processes to devise notable enhancements.
• Expertise in Conceptualizing & Implementation of various quality improvements by conducting audits for
continual improvements in services.
• Significant exposure in management of banking process besides being actively involved in implementation
of Six Sigma Tools.
• Effective Analyst, Problem Solver and Communicator able to forge solid relationships with upper level
executive leaders and build consensus across multiple organizational levels.
• Knowledge of international work cultures by virtue of regular interaction with overseas clients and
customers.
CAREER PROFILE
Business Development Manager, Valuelabs (Sep 2013 – Apr 2015)
Managing a team of 80 personnel – Business Development having 13 Team Leaders and 1 Assistant Manager
directly reporting into me
Job Profile:
Business
o Improve the operational systems, processes and policies in support of organizations mission --
specifically, support better management reporting, information flow and management, business
process and organizational planning.
o Determining the organization’s goals and strategies.
o End to End Campaign Management
o Acquisition of new business and Relationship Management.
o Budget Planning at a process level.
o Develop business plan and achieve Revenue targets.
o Continuously keeping team members updated on industry trends and product development.
o Prospects for target clients for an increase in business growth.
o Identified new opportunities for sales campaigns that could lead to increase in sales.
o Understand the company's reputation and ensure to retain its image by continually enhancing
the organization’s performance.
o Collaborated with third party vendor (Bodhtree & Pegasys) to procure Data Cleansing tool
o Negotiated with Hoovers for procurement.

2. o Work with mid-level and senior-level management, who are closely connected with the sales
team.
o Plan effective strategies and pitches that would persuade other business organization’s to do
business with our organization.
o Establishing and implementing a performance management process for the complete staff.
o Exposure to Sales Force tool.
o Initiated and procured Sales Navigator database source for LeadGen.
o Collaborated with multiple database sources team (Avention, Lead411, Salesloft, Iprofile, Cable)
in order to grab the best deal for the process.
Team Management
o Carrying out annual employee performance evaluation and addressing performance concerns
regularly.
o Defined new roles – Lead Gen specialists & Research Analysts.
o Defined Goals basis the roles.
o Introduced New Incentive Model.
o Put up an End to End Campaign Management Plan and Campaign Post-Mortem analysis
o Structured career pathing process.
o Defined Calling Process by certifying resources on Calling through Mocks.
o Streamlined PIP (Performance Improvement Plan).
o Participate in strategic planning and program development.
o Target Setting for Lead Generation Team.
o Undertake other assignments as and when required by triple hatting in managing 2 other
processes besides LeadGen (Securechild & Valuelabs Energy).
o Resource management and business control (increasingly), managing the environment
developing others.
o Manage diverse stakeholders (Sales & Marketing Team).
o Motivate associates for performance and career improvement.
o Concentrate on maximizing results from existing functions and systems.
o Undertake the development, implementation, monitoring and reporting of Operations Plan to
meet strategic goals.
o Undertake and be responsible for the development and implementation of appropriate human
resource management policies and practices including recruitment, training and development,
performance management and remuneration.
o Worked closely with Sales support and the Core Sales Team for different Geographies and
Industries. Managed their performances to certain extent.
Reporting
o Weekly Report on leads generated.
o Monthly Dashboard.
o Presentation on Monthly Achievement.
o Positive Nurturing.
o Lead Nurturing.
o Cost Per Lead.
o Attrition Report & EWS Analysis (Early Warning System).
o Analysis of Industry and Competition in the market.
o Designed Training Plan & calendar for LeadGen.
o Published LeadGen Daily Communiqué to the entire Sales & Marketing team.
Learning and Development
o Designed New hire trainings
o Performing Gap Analysis and Training Needs Analysis for the resources
o Design trainings basis the resources skill sets

3. o Organizational learning and employee involvement.
o Designed module for Team Leads and facilitated session.
o Collaboratively work with L&D team and designed trainings for the team – Cross Culture,
Communication Skills (Written, Speaking & Listening).
o Conducted assessment for the entire team to gauge their communication standards.
o Develop a program evaluation framework to assess the strengths of associates and to identify
areas for improvement.
Recruitment
o Interviewed 500 profiles.
o Hired 40 Quality resources for LeadGen within a span of a year.
o Designed and implemented hiring Quality Resource Process.
o Recruited resources for other processes basis request.
Deloitte Service (Dec 2012 – Aug 2013)
Assistant Manager - Talent Delivery (Human Resource Management)
Team Development
o Lead a team of 18 personnel for Talent Delivery.
o Maintains organization staff by establishing a recruiting, testing, and interviewing program;
counseling managers on candidate selection; conducting and analyzing exit interviews;
recommending changes.
o Ensures India team has requisite skills and capabilities to meet needs of the client.
o Manages performance, including annual processes and employee relations.
o Prepares employees for assignments by establishing and conducting orientation and training
programs.
o Provides appropriate rewards and recognition to promote superior performance.
o Plans for succession.
o Strengthens team cohesiveness.
Build Relationships
o Develops and maintains strong relationships with U.S. Talent Leader(s) to understand the
business strategy, including challenges and opportunities; passes knowledge to members of India
team.
o Maintains strong relationships with U.S. colleagues.
o Interviews candidates for Talent team members and contributes to selection process.
o On-boards new staff members; prepares them to perform effectively in their role; assigns
buddies.
Manages service delivery
o Optimizes utilization of resources.
o Has final accountability for quality of team’s output. Identifies processes to address and
improve upon quality issues, as appropriate; handles escalation of service delivery issues (quality,
timeliness) and communicates to U.S. Talent Leaders on resolution.
o Ensures consistent application of processes and tools.
o Manages workloads and priorities; ensures adequate backup support to cover PTO, LOA, etc.
o Identifies urgent staffing issues and works creatively to address them.
Enhances service delivery
o Identifies and implements best practices from across the team, all of Delivery, the Talent
Support Center, and the U.S. India Offices.
o Identifies processes to be transitioned from U.S. to India Talent Delivery.
o Identifies inefficiencies and problem areas; proposes solutions on process improvement and
data integrity.

4. o Ensures legal compliance by monitoring and implementing applicable human resource
federal and state requirements; conducting investigations; maintaining records; representing the
organization at hearings.
o Informs all affected parties of changes to project status, employee status, processes,
procedures, availability (e.g., PTO, LOA), etc.
o Establishes periodic update calls with key U.S. colleagues. Discusses standard agenda items
such as utilization, staffing issues, performance issues, quality issues, availability of resources,
upcoming projects, etc.
o Shares information and insight with U.S. colleague(s) about new initiatives or processes in
the U.S. India Offices.
o Been a Lead Manager for “Talent Delivery Simulation Team”.
Amazon Development Centre (India) PVT. LTD (Oct 2010 – Oct 2011)
Customer Service Manager (Email & Chat Channel)
o Lead a team of 44 personnel for Chat Channel having 4 direct Team Leaders reported.
o Spear Head the Coaching and Performance Developmental activities pertaining to Quality
and Customer Satisfaction (EDR).
o Hire, Train and Evaluate a Cross functional team of employees.
o Plan and Monitor Daily Staffing Schedules.
o Design the Capacity planning & Seat Utilization for the Chat Skill.
o Designed, Facilitated Training Modules for the Chat skill & the Team Leader population on
“Enhancing Customer Experience”, “Chat Etiquettes, “Leadership Principles”.
o Been a part of the “Sales Tax” Transitioning Process with a span of 40 personnel.
o Manage revenue and expenses to reflect Budget Constraints (Skill Outing and R&R).
o Create, document and design corporate manuals to communicate the controls designed to
ensure timely and efficient regulations and standards are maintained for the business.
o Been a Core Team Member of the “Funsters” team to drive Fun activities for Employee
Satisfaction.
Presentations & Reports:
o Skill Level EDR Report.
o Coaching Report; Contact Coaching Request Report for all the sites besides HYD.
o Calibration Variance Report.
o Individual Developmental Plan Report.
o EWS Report.
o Shift Schedule Report.
o Weekly Review Report & Metrics Deck (SL Trend, EDR Trend for the previous week, Shrinkage
Trend, Detail analysis of Templates that are being used through Email Channel).
o Training Modules for the Chat Skill – Chat Etiquettes, S.U.R.A Theory (Set the Tone,
Understand the Client, Relay the Solution, Achieve for Sale), Leadership Principles Module for TLs.
o Chat SOP.
o Designed PIP (Performance Improvement Plan) process map for the Chat Skill.
o Designed “Talent Planning” for the Lead population.
Bank of America (BA Continuum Solutions) (May 2007 – Oct 2010)
Assistant Manager (Email & Chat)
Achievements:
• Recipient of “Medallion Award” for maintaining consistency in team performance besides spearheading
Six Sigma initiatives at the process level.
• Winner of “Best Team Leader” and Variation Warrior” awards.
• Certified in “6 Sigma Basics Project” for improving team level Quality Scores to 12%.

5. • Trained about 350 associates on “Lean Methodology”(6 Sigma) to drive Lean for process improvement
through identification and mitigation of NVAs (Non Value Added). Successful in generating 150 process
level ideas through Lean Methodology by extracting 6 Sigma Projects from FLMs & associates.
Job Profile:
o Lead a team of 25 personnel (Quality Analysts) in Transactional Quality process across Hyd &
GGN sites.
o Calibration sessions were conducted amongst all Front line Managers and Quality Auditors.
o Conduct Measurement System Analysis (MSA) for Frontline Managers and Quality Auditors
to gauge process level variance.
o Conduct “Customer Experience” huddles for the associates.
o Creation of awareness and customer handling skills among associates through sessions on
“Enhancing Customer Experience”.
o Conduct sessions on Six Sigma related topics like Lean, Spider Chart, Variation, Idea
Generation, Project Scope and DMAIC Concepts.
o Also involved in leading the operations team prior to taking over leadership of the Coaching
& Performance Development team.
Presentations & Reports:
• Process level Error rate analysis; Coaching Report; Quality Audit Report.
• DSAT analysis report; CSAT analysis report; Quality Vs CSAT Survey report.
• Compliance Report; Executive Compliant & CAAM Alert Report; Dispute Resolution Report.
• Calibration Variance report; Attrition Report; Quality Audit Sampling.
• Auditors productivity Report; Idea generation report (6 Sigma); Spider Chart (Lean Report)
• CTC Report (Critical to Compliance).
• Weekly Audit release; Monthly Quality Dashboard; Bi-Weekly deck for “Line of Business Partners”.
• Weekly “Review Deck” for the stake holders (Ops); Monthly “Compliance Deck”; Reward &
Recognition program Deck.
Nipuna Services (May 2006 - May 2007)
Team Leader (Voice – Dental Insurance Process)
Achievements:
Appreciated by US based clients owing to 100% technical and interpersonal skills besides being recognized as
Subject Matter Expert for the process.
Job Profile:
• Provide leadership to a team of 11 Guardian Dental VOB (Verification of Benefits in Dental Insurance)
Associates with prime responsibilities of
o Monitoring of calls for the team and new associates, provide quality feedback to the team
for further improvement besides assisting new associates in going live on the process.
o Reviewing of team performance on weekly/monthly basis besides providing constructive
feedback to the team with the aim of meeting Service Level Agreements.
o Motivation of team with the aim of productivity enhancement and keeping Attrition within
permissible limits.
Presentations & Reports:
• Daily Avaya Reports and Daily Calls Reports for Clients.
• Down line Tracker (Team issue); Incident Lookup (Team wise).
• Reanalysis for Attrition (Low, Medium & High); Incentive Reports.
• Actual Performance Report (Sigma level for the process).
• Customer Appreciations for the Team Members.
• Preparation of PowerPoint Presentation for monthly reviews to be reviewed by US clients.
Genpact (Nov 2002 - May 2006)

6. Process Specialist - GE HealthCare Information Technologies (Voice)
Achievements:
• Played key role in the transition of new sub-process (Field Maintenance Initiative) and starting the same
with initial staff strength of 1 employee and growing to the current strength of 10.
• Recipient of 3 NOTT Awards for clients for best performance and providing visibility to the process.
• Winner of “Best Performer” Award from the client, “Top Gun” Award from the Vice President and “Best
Team Player” Award from Business Leaders and Vice President.
• Awarded “Individual Excellence Award” from GENPACT Leadership and Arthur Larson (Clients) besides
winning the “Bronze Cheers” Award for maintenance of transparency in the FMI world.
Job Profile:
• Provide leadership to a team of 10 (Field Maintenance Initiative Team) in accomplishment of Six Sigma
targets besides coordinating with clients and customers.
• Monitored calls for new recruits and changed the scripts wherever required with focus on improving
Quality of calls besides performing regular quality checks on each and every call.
• Functioned as Call Taker for International customers (inbound calling) handling sales of GE Medical
equipment besides operating in the Call Back team (Outbound calling) informing customers regarding
status of their orders and making rigorous follow ups.
Projects, Presentations and Trainings:
• 5 Quality Lean projects to ensure proper visibility in the process by providing Tracker to the clients and
customers. (Got Lean certified & recognized by clients & customers for the same).
• Six Sigma Project (GB Project) Re-Defining PDT (Product Data Team Process) to ensure complete visibility
of the process besides reducing errors and defects in the process.
• Performed Root Cause Analysis for every order processed.
• Prepared Pitches for the process and presenting the same to the clients besides preparation of
Dashboards as per Fiscal Weeks.
• Prepared Power Point Presentations, presentations in excel (Graphs, Pivots) & Work Flows in Visio
Software.
• Trained a team of 8 in Call Taking, 4 members in Call Back and 9 members in Field Maintenance Initiative
besides training new recruits and old employees on Quality (Lean and Six Sigma)
PREVIOUS EMPLOYMENT IN BRIEF
Hospital Secretary, Yashoda Hospital (May 2002 - Nov 2002)
Administrator, Counselor & Faculty, Comp-U-Learn (Dec 2000 - Apr 2002)
EDUCATION
B.A. (English Honors), Ashutosh College (Calcutta University), 2000
Proficient in MS-Office Package, Web Designing and SQL Server
TRAININGS & CERTIFICATIONS
• Work life balance and strategies of entrepreneurs at ValueLabs.
• People Management, Hiring, Effective Management Practices at Amazon.com
• NMIP, Situational Leadership Module; Interviewing Skills; Variation Warrior; Lean; Presentation Skills;
Coaching & Feedback; Bank Domain training; Risk & Compliance at BA Continuum Solutions
• LEAP (Leadership Training) at Nipuna
• Green Belt (DMAIC) quality tools; Quality (Lean & Six Sigma) at GE Capital International Services
• Certified in Basic Communication Skills; Developing Self excellence and Working in Teams at GE
Capital International Services.

7. PERSONAL PARTICULARS
Languages: English, Hindi, Bengali, Kannada, Marathi & Telugu.
Hobbies: Travelling and dancing.
Place of Birth: Kolkata
Valid Indian Passport holder
Reference: Available on request.