Open to opportunities

Shafiya Bhagat

@shafiyabhagat

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Experienced Process Improvement Consultant dedicated to operational excellence.

India

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What I'm looking for

I seek a role that fosters continuous improvement, collaboration, and leadership opportunities.

With over 12 years of experience in process and service improvement, I have honed my skills in client management and leading diverse teams. Currently, I serve as a Process Improvement Consultant at Infosys BPM, where I drive continuous improvement initiatives and operational excellence.

My expertise includes Six Sigma methodologies, Lean practices, and ISO standards, which I have successfully applied in various roles to enhance customer satisfaction and service delivery quality. I am passionate about mentoring and collaborating with stakeholders to identify opportunities for improvement and implement effective solutions.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager, Process Excellence

Current

Infosys Ltd.

Apr 2023 - Present (2 years 2 months)

Currently serving as an Assistant Manager in Process Excellence, providing consulting, coaching, and mentoring to stakeholders. Driving Lean and Six Sigma projects to enhance customer satisfaction and service delivery quality while maintaining KPI performance.

Lean Six Sigma Process Improvement Client Engagement Continuous Improvement Coaching Data Analysis Quality Management Problem Solving Risk Management

Lead Quality and Training

Concentrix Daksh Services Pvt. Ltd.

Mar 2021 - Apr 2023 (2 years 1 month)

Led a team of 10 QAs in BFSI and Telecom sectors, focusing on process improvements and risk compliance. Implemented Lean projects that significantly improved quality scores and reduced escalation volumes.

Team Leadership Lean Quality Assurance Audit Management Process Optimization Training Continuous Improvement

Quality Manager

Mphasis Limited

Dec 2013 - Mar 2018 (4 years 3 months)

Oversaw quality management in insurance claims, managing large teams and implementing the DMAIC framework for continuous improvement. Conducted data analysis and process gap analysis to enhance performance metrics.

Quality Management Data Analysis Process Improvement Team Management Coaching

Quality Analyst

Mphasis Limited

Sep 2010 - Nov 2013 (3 years 2 months)

Evaluated and monitored compliance audits in the Motor Insurance sector, conducting data analysis and identifying internal control deficiencies to recommend corrective measures.

Compliance Data Analysis Quality Assurance Internal Controls Research Reporting Problem Solving Communication

Sr. Customer Service Executive

Mphasis Limited

Jan 2009 - Aug 2010 (1 year 7 months)

Managed the UK Motor Insurance process, providing exceptional customer service through inbound and outbound calls and efficiently handling third-party motor claims.