Ankita Resume

Ankita Resume

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  Ankita Vajpayee QualityManager Mobile: 9989268168 E-mail: - [email protected] A Lean Six sigma certified customer service professional with 8+ years of experience in operations, process reengineering, transition, quality and training, capable of working independently as well as in a team, always eager to learn and advance, can be utilized to improve operations & achieve company’s objective. Work Experience Summary Sutherland Healthcare Solutions - Hyderabad (April 2007 - Present) Formerly Apollo Health Street Pvt. Ltd Department Role Time Frame Quality Manager Jan’15 till date OE Senior Associate Manager Oct'13 to Jan’15 OE Associate Manager Jan'13 to Oct'13 Quality Associate Manager Oct'11 to Dec'12 Quality Team Leader Apr'11 to Oct'11 RCMS Team Leader Oct'10 to Apr'11 RCMS Senior Process Associate Apr'08 to Oct'10 RCMS Process Associate Apr'07 to Apr'08 Detailed Job Description Manager - Quality - (Jan 2015 till date) • Establishing quality procedures, standard and specification across Hospital BU • Liaise with other managers and stake holders to ensure quality procedures are effectively followed • Understand reporting needs of each client and setup customized process to seamlessly meet client expectations • Looking at ways to reduce waste and increase efficiency by making suggestions for improvements and driving changes • Ensure 100% audit coverage at process and rep level • Maintain auditor staffing and allocation across various projects • Responsible for performance appraisal of all auditors and providing relevant coaching and feedback • Review NPS scores and work with stakeholders on action items for improving NPS Senior Associate Manager - Organization Excellence - (Oct 2013 to Jan 2015) • Drive continuous improvement culture in the organization through lean six sigma trainings, projects and other activities • Work with the SD teams to address performance issues and manage escalations • Standardize processes by driving efficiency
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  Overview of ProjectsWorked: (only few projects listed) Transport Cost Reduction: To lower the cost involved and improve employee satisfaction various transport models were identified and analyzed resulting in identification of new vendor / rates, changes in contract and day to day policies and procedures followed by the transport team Dell Escalation Management: Defining the overall quality process for order processing i.e. documenting QC procedure, error opportunities, sampling methodology, update management, accuracy methodology, feedback, auditor calibration, reporting etc. Deployment of a centralized escalation management tool to address escalations received from customers on priority Accuracy Improvement for Payer Process: Improving internal accuracy for one of the processes from 64% to 92% thereby increasing the external accuracy to 100% by suggesting potential automation solutions, procedural changes in the process and correcting operational behavior New Hire Onboarding: To re-engineer the current onboarding process and reduce overall TAT for various activities involved, leading to an onboarding strategy which enhances the employment brand of the organization. Achievement & Recognition • Lean Six Sigma Black Belt certified • Certified Lean Six Sigma Yellow Belt trainer • Awarded the Best FLM award for 3rd quarter 2010 – 2011. • Topped the stock chart (internal ranking system) on a regular basis. • Awarded the Best performer of the year award for the year 2009-2010. • CCAT certified • Provided solution for credentialing problem for NY client with Health plus & Health First Insurance regarding provider enrollment. • Worked on All Major Clients of New York, New Jersey, Illinois, Georgia, and Pennsylvania. Education • Diploma in Business Management - ICFAI University • B.SC - Aurora Degree College, Hyderabad • Intermediate - St Thomas Junior College, Hyderabad • High School – Rosary Convent High School References: Available on request.