Zankhana B.

Professional Summary:
A result-focused, strategic leader with 2+ decades of hands-on experience in multidisciplinary, cross-functional programs/projects, bringing sustainable change initiatives by building a culture of continuous improvement, innovation through scalable models, and technology intervention, which reduces the cost of quality, increasing efficiency, effectiveness, revenue for the organisation, with a human touch.

Career Approach: An Edge over Peers:
I gained experience with different functions to understand their nuances, footprints, and impacts. This helps me assess risks and make effective decisions that consider the interests of all the stakeholders.

Professional Experience: 22+years

Industry and Functional Experience:
• ITES-BPO/KPO, Banking, Financial Services, Logistics, Insurance, Healthcare, Consulting, & Training
• Operations, Quality, Training, Consulting, Audit, Compliance, Customer Service, Customer Support, Process Excellence, Operational Excellence, Service Delivery, Service Quality, Process Improvements, Business and Delivery Excellence

Roles Performed in Quality:
Consultant, Business Excellence, Delivery Excellence, Call Quality/Transaction Quality, Operational Excellence, Process Excellence, Service Quality, Service Excellence, Customer Service, Customer Acquisition, Project Management, Account Management, Customer Retention, Email Management, Site Quality Lead, & Business Process Re-engineering

Roles Performed in Training:
Training Coordinator, Trainer, Content Developer, Training Need Analysis, Designing and implementing Training Framework and Lifecycle

Regions Managed and Largest Team Handled:
WHEM, EMEA, NAM, MEA & APACJ and Direct/Indirect reports: 300 – 400 employees

Projects Completed:
Total Projects Successfully Completed: 24
Using Lean Six Sigma Green Belt, Black Belt using DMAIC & DMADV, Automation, Process Improvements, Business & Delivery Excellence Projects. Experience in software such as Microsoft Office 365, Minitab, Tableau, Power BI, Visio, and iGrafix, to name a few.