Ishika Behera

Experience

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  Concentrix

  Nov 2013 - Dec 2017

  Operations Team Lead

  Understand key metrics that measure business-unit performance, create scorecards & monitor process overtime.Applying DMAIC, DMADV, Lean and project management methodologies to successfully complete improvement projects and realize targeted benefits.Improving processes, policies, and operational systems to support the organization's goals and missionWorked with team of 40 people to provide end to end continuous quality improvementEnsures that re-engineering objectives, specific goals, measures, and metrics are established.Arranging Refresher Training for teams based on QA reports, client feedback, live monitoring.Works closely with clients, stakeholders and cross functional teams plan and lead projects. Collaborated with a black belt certified manager on various projects to improve business processes and customer satisfaction using Six Sigma principles and tools.Achieved a 20% reduction in cycle time, a 15% increase in productivity, and a 10% improvement in customer satisfaction ratings.Developed training materials as part of company’s continuous improvement program aimed at reducing errors& maximizing quality control standards throughout the organization; achieved 50% reduction in human error incidents within 6 months from the roll out date. Show less

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  Aegis Customer Support Services Private Limited

  Apr 2018 - Sept 2019

  Team Lead Manager

  Developing and implementing new policies or procedures that enhance efficiency or improve customer service.Evaluated and improved existing processes, systems and equipment to create more efficient workflows.Ensuring customer satisfaction by meeting SLA’s and providing value-added services.Troubleshoot process issues that had been causing delays in order fulfillment; identified root and implemented corrective measures which reduced turnaround times by 25%.Organizing initiatives for the management team to push long-term operational excellence. Show less

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  CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED

  Sept 2019 - Mar 2022

  Assistant Operations Manager

  Utilized Lean Six Sigma principles and tools such as Value Stream Mapping, 5 Whys, Pareto, 5S… so on to uncover root causes behind process issues while developing effective solutions within stipulated timelines.Monitoring performance, coaching, conducting audits and providing feedback to the team members.Being a part of daily/weekly/monthly performance review with clients and internal management.Oversees two different lines of business, one in automotive and another in manual. Handled team of 40 people.Developing essential planning strategies and decisions, such as reviewing standard policies and procedures and developing new ones based on changing business needs. Show less

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  HGS - Hinduja Global Solutions

  Feb 2023 - Aug 2023

  Customer Relations Associate

  Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and concerns.Selling products and services using solid arguments to prospective customers.Used company troubleshooting resolution tree to evaluate problems & find appropriate solutions.Conducted adhoc deep-dive analyses to address specific business problems & ensure optimal performance.Attending to client escalations in a timely manner.