This document contains the resume of Sujata Gupta, who is seeking a position as a Lean Six Sigma Black Belt. She has over 10 years of experience in business process outsourcing and information technology, including roles in project management, process improvement, team building and strategic planning. She has completed multiple process improvement projects using DMAIC methodology and holds several Lean Six Sigma certifications.

1. SUJATA GUPTA
Lean Six Sigma Black Belt Certification
Mobile – 09073060855
Email - sujata.gupta@live.com
SUMMARY
 Possess totalwork experience of 10-11 yrs in BPO / ITES
 Result-oriented business professionalwith proven abilities in strategic planning, managing projects,
improving efficiency & team building
 Completed Quality Improvement Project with DMAIC methodology
 Completed TAT Improvement Project with above methodology
 Completed Lock down Project
 Two Lean Projects (In-House Auto Auditing System) and (Comet training timeline reduction)
 Played a significant role in long-term planning, including (Perfect Service Initiative) geared toward
operational excellence.
KEY SKILLS
 Recruiting, Team building, and Staff Development
 Customer focus and good business sense
 Planning, organizing and decision-making
 Process improvement
 an analytical and logical approach
 strong spoken and written communication skills
 the ability to motivate staff
 good negotiating skills and project management skills
 IT and mathematical ability, for interpreting figures and statistics
APPLICATION SKILLS
 Operating System: Windows 2007/10/XP
 In Concentrix: Xcelys, ART, Omniflow, Citrix
 In UHG: UNET, IDRS, EDSS, WAND, Flowatch, KANA, PEGA, Detects, TNOC, etc.
 In HGS: CAS, MTV (Metavance), Macess,CIS, CIS PRO, EHUB, EFR, DIGTOOL, CCP2, AURGAS,
etc.
 In WIPRO BPO: UNET{almost all screens including NDB (Network Database)} , COMET, Knowlagent,
PASS, IBAAG, Care Coordination, Avaya, IDRS, WAND, ELGS, Knowledge Library (KL), Smart Audit
Master(SAM), EDSS, UNET Payment Screens and command, OMEGA, ISET, etc.
CERTIFICATION
 Lean Six Sigma Black Belt Certification
 Six Sigma Green Belt Certified
 AHM-250 Certified (In house certification in HGS)
 Manager’s Alpha Certified (In house certification in UHG)
 COPC (Customer Operation Performance Center) certified
EDUCATION
 MBA (Executive), 2012 – 2013, AMITY University.
 Bachelors in Commerce, IGNOU, 2010
TRAININGS
 New hire pilot batch training
 Process trainings

2.  Soft Skill trainings for IJP aspirant (Presentation skills, Goal setting & Communication skills, etc.)
WORK EXPERIENCE
Company – Concentrix, Pune, India (August 2016 – March 2017)
Designation - Assistant Manager
Client - US Healthcare Insurance
Process Includes – Claims, Enrollments, Data Capture Resolution, Provider Contract
Responsibilities:
 Assuring full responsibility for managing Direct Reportee 8 and Indirect Reportee 180 FTE’s.
 FMEA (Failure Mode Effect Analysis) was documented in September 2016 for ISO Audits under Risk
Management of Quality Management System(QMS) in the process.
 Preparing Process for PFCU (Proactive Fraud Control Unit) audits October 2016.
 Preparing and maintaining process SharePoint for ISO audits.
 Preparing and sharing weekly/ monthly Operational business review to stakeholders.
 Supervised weekly / monthly assessments,prepared stacks and performance improvement plans.
 Preparing process for COPC (Customer Operation Performance Center) audits
 Preparing Visual Management during client visits and mass communication for org level announcement.
Achievement:
 Implemented Bright Idea of Approx. $1 million soft savings.
 Completed GB project for claims quality improvement.
Company - United Health Group, Noida, India (May 2014 – April 16)
Designation - Assistant Manager
Client - US Health Insurance Fraud Investigation
Process Includes – Fraud Investigation, SS Employer & Individual, Provider database management
Responsibilities:
 Assuring full responsibility for managing 74FTE’s.
 FMEA (Failure Mode Effect Analysis) was documented in September 2014 for ISO Audits under Risk
Management of Quality Management System(QMS) in the process.
 Standard Operating Procedure (SOP) is documented in October 2014 for process work flow and reporting.
 Preparing and maintaining process SharePoint for ISO audits.
 Preparing and sharing weekly/ monthly Operational business review to stakeholders.
 Supervised monthly and quarterly assessments and forecasts oforganization's financial performance against
budget,financial and operational goals.
 Maintain proactive, dynamic and effective communication with customers at all times to maintain a high
level of customer satisfaction.
 Handling a team of Management Information System (MIS) and Reporting Analysts.
 Preparing billing data, EWS analysis,Visual Management during client visits.
Achievement:
 Implemented Bright Idea of Approx. $2.5 million soft savings.
 Have been appraised Exceed expectation rating for Annual year 2014
 Won Engagement Champion Award
 Won SS E&I Team Spirit Award
Company - Hinduja Global Solution Ltd., Bangalore, India (Oct 2011-April 2014)
Designation - Assistant Manager - Operations
Client - US Health Insurance Claims Transaction
Process Includes – Recoveries & Investigation,Duplicate, Coordination of benefits, Enrollments

3. Responsibilities:
 Assured full responsibility for managing 53 FTE’s. Supervised and directed employees' disciplinary and
training programs, safety and performance improvement programs.
 Achieved maximum profit and ensured those production targets are met while simultaneously maintaining
quality, cost,and inventory management within operating budget constraints.
 PCS (Problem Cause Solution) case study was documented on April 2012 for Quality scores improvement
in the process.
 Preparing and sharing weekly/ monthly business overviewto stakeholders.
 Ensuring achievement of the SLAs, Metrics and Goals for the process with performance of the team.
 Prioritizing deliverable for the team, look for improvement area and increase the bar of quality and
production for the team.
 Preparing billing data, attrition analysis.
Achievement:
 Lowest Team annual attrition for financial year 2013 – 2014.
 Won Best Team Award
Company - WIPRO BPO, Kolkata, India (Nov 2006 – April 2011)
Designation - Subject Matter Expert (SME)
Claims - US Health Insurance Claims Transaction
Process Includes – Benefits, Claims, Claims Rework (Disputes, closed & denied), Medical coding
Responsibilities:
 Experience of handling 17 FTE’s from floor that is all on PERFORMANCE COACHING &
COUNSELING PROGRAM (PCCP) for low performance in quality and production on the floor.
 Providing resolution to processing related doubts of FTE’s.
 Handling Team Associates in Absence ofTeam Leader.
 Conducting transactions audit and sharing feedback
 Mentoring the outliers in the team.
 Maintaining Targets and Arranging Breaks.
 Taking Error review sessions forthe team
 Conducting new hire sessions forthe teams in training.
Achievement:
 Trained New Heir Comet Pilot Batch for Kolkata Site in two months whereas in training calendar it is
scheduled for 3months.
 Have been appraised Outstanding Contribution and Excellent Competency for year 2009-2010.
Provider phone Representative (CCS) (Nov 2006 – Oct 2008)
Process - Health Insurance Claims CS
Responsibilities:
 Taking Escalated and Supervisor Calls.
 Online Customer Satisfaction.
 Maintaining AHT, TAT, CSAT and arrange breaks
 Resolving Customer Related Quarries.
 Maintaining Quality Data for Team Associates.
 Forwarding Process related Documents to Floor Associates.