1. WORK HISTORY
PRADNYA CHANDGUDE
Process Excellence Professional
1204, A4, Mirchandani Palms, Rahatni, Pune - 17
+91 9764 9759 51
pradnya.s.chandgude@gmail.com
Dynamic and industrious executive leader with extensive experience in operations, quality, analytics, process
improvement, lean/six sigma, transitions and change management.
Assertive and determined to bring about change while effectively leading challenging projects. Proven ability to work
closely with various business leaders at all levels and build rapport and credibility with key stakeholders
Ability to propose, launch and execute long and short-term business solutions using analysis and metrics implementation.
13+ years
work experience
5+ years
in Process Excellence
CAREER HIGHLIGHTS
o Improved sales by 2.5% for a global travel management
company impacting net revenue by $1.5 M annually
o Improved Flown revenue for a national low cost carrier
impacting net revenue by $1.2 M annually
o Improved net Customer Satisfaction Score for a large
healthcare client by ~20%
o Reduced case processing time for a large retail bank from
4.5 hours to 2.3 hours (reduced cycle time by 49%)
o Reduced cost of attrition by optimizing the hiring
strategy saving $0.9M annually
o Improved productivity for a leading cosmetics client by
improving gross margin % by 16%
o Automated WFM reports helping save $0.6 M annually
o Conceptualized and deployed the “First line of defense”
mechanism for operational risk management
2yr 6m 2yr 6m 2yr 6m 2yr 7m 2yr 2m1yr 5m
Customer Service
Associate
Apr 2003 – Oct 2005
Quality Assurance
Leader
Oct 2005 – Apr 2008
Assistant Manager -
Quality
Apr 2008 – Oct 2010
Black Belt – Process
Excellence
Oct 2010 – Mar 2012
Group Manager –
Quality Assurance
Mar 2012 – Oct 2014
Sr. Group Manager
/ AVP – Quality
Assurance &
Process excellence
Oct 2014 – Present
TECHNOLOGY SKILLS
R
SAS
MS Excel
Minitab
MS Visio
Python
EDUCATION
o Bachelor of Arts
o Pursuing Post Graduate Program in
Business Analytics (PGPBA) from
Great Lakes Institute of Management
(Ranked #1 in India by Analytics India Magazine)
Strategic
Orientation
Team
Management
Collaboration
&
Influence
Stakeholder
Management
Results
Oriented
Expert at...
o leading change and driving results
through influential leadership and
process excellence methodologies
Hire me for...
o my ability to understand &
communicate key business metrics
and insights to stakeholders
Let me...
o influence decision makers by
bringing a data-driven
perspective to conversations
COMPETENCIES
INTERESTS
Certified Advanced Open Water SCUBA
diver. Once spotted a sea snake on a dive!Learner Proficient
Top Performance Rating in 2013,
2014 & 2016
Recognized as a top performer
through “EXCEED” program
WNS Global Services
WNS Business Consulting
Managing key business metrics around revenue, cost and people processes for 9 clients
• Lead quality assurance for 9 clients across 4 locations
• Manage clients from diverse domains such as
telecom, healthcare, travel, airlines, retail and
banking
• Have helped transition 7 processes in the last 24
months
• Manage a team of 30 people, which includes quality
auditors, assistant managers, deputy managers /
managers
• Identify and drive all critical to quality metrics across
processes
In my current role, I…
• Top line and bottom line management on business PnL. Identify top metrics that
have direct impact on the financials
• Value proposition to potential and existing clients
• Correct headcount (ratios) and right skillset for efficiency (productivity)
• Reduction in hiring cost
• Increase in training throughput
• Operational metrics like Average Handle Time, Customer Satisfaction Scores,
Productivity, Effectiveness, Shrinkage etc.
• Cost per call / Cases processed
• Identifying NVAs and automation opportunities
• Attrition / retention %
• Identifying and mitigating financial risks to the company and client