Nitee Chatterjee
Gurgaon
Summary
Results-driven operations leader with expertise in team management, process governance, and performance measurement. Proven ability to enhance efficiency and streamline operations in high-pressure environments. Proven track record in enhancing performance metrics and driving employee engagement. Skilled in strategic planning and problem-solving.
Overview
26
26
years of professional experience
Work History
Assistant Manager - Operations
Teleperformance
08.2024 - 10.2025
- Directed a team of over 100 agents for a Google account operations.
- Oversaw and managed pre-triage of AI-generated images, categorizing them based on observations.
- Coordinated daily operations to ensure smooth workflow across multiple teams.
- Facilitated training sessions to enhance team member skills and efficiency.
- Implemented process improvements to streamline operational procedures and reduce delays.
- Communicated with clients to address issues and gather feedback on services provided.
- Supported senior management in strategic planning initiatives to enhance overall service quality.
- Managed KPIs and ensured effective service delivery throughout the process.
Senior Team Leader
Hyper Quality
Gurgaon
06.2013 - 09.2015
- Senior Business Analyst with Nexidia, an Interaction Analytics Software Company.
- Leading a team of Business Analysts, responsible for interpretation of speech and non-speech data to quantify statistics around customer satisfaction, agent capability and process. This involved rigorous call listening and developing systemic query building within the speech analytics ecosystem (Nexidia, Nice and Variant)
- I’ve led multiple agile based projects for Nexidia clients like BSkyB, US Cellular, Telkom, Hunter Warfield, CBV Collections, Torchmark, IHG, Marriott etc.
- Developed solutions for key efficiency and effectiveness metrics such as Repeat Caller, AHT management, Customer Attrition Analysis, Agent Performance Management etc. thereby providing inputs to improve ROI.
- Collaborated with Nexidia Pre-Sales team to gain insights on product knowledge and enhancements.
Assistant Manager
GENPACT
Gurgaon
09.2002 - 12.2011
- I was handling a non-clinical fraud investigation involving Ingenix, a subsidiary of UnitedHealth Group insurance company. Led a team of 30 FTE’s focusing on improving and upskilling their knowledge levels which directly affects their processing capabilities thereby affecting process quality metric/accuracy.
- Traveled to US in 2010 to visit Ingenix and UHG site for identification of any prospective re-engineering projects for the business.
- In addition, managed new hire training to ensure firsthand knowledge transfer. Developed online self-study modules for new hire training. Also developed and maintained SOP’s, training modules/training material.
- Data management and storage following HIPAA guidelines, for any onsite ops/training audits. E.g. SAS audit.
Process Developer
GENPACT
Gurgaon
01.2007 - 12.2007
- Non-Clinical Fraud Investigation: Ingenix – As a part of first pilot batch traveled to US (2007) for on-the-job training with Ingenix to understand UHG as a business entity and receive process and transition training in US Health Care System.
- As an SME, mentored new hires with their ramp-up performance, provided one-on-one feedback, reporting the same to senior management.
- As a back-up trainer, conducted process training for new hires, managing their ramp-up, auditing and providing one-on-one feedback.
Senior Process Associate
GENPACT
Gurgaon
01.2001 - 01.2002
- Worked as a customer care executive with Variable Annuities Call Center for GENWORTH, a GE client. As a registered NYSE agent my core job was to answer customer calls related to their annuities account.
Process Associate
GENPACT
Gurgaon
01.2000 - 01.2001
- Processing Long Term Insurance claims for Genworth, a GE client. Responsible for screening the keyed policy details. After receiving the decision from underwriters, executing the final decision of issuing, or declining the policy and uploading the same on the mainframe systems.
- LOMA 280 certified.
Skills
- Team management
- Process governance
- Customer relationship management
- Problem solving
- Strategic planning
- Performance measurement
Trainings Attended
- Lean trained and tested.
- Six Sigma trained and tested.
Personal Information
Date of Birth: 12/25/81
Timeline
Assistant Manager - Operations
Teleperformance
08.2024 - 10.2025
Senior Team Leader
Hyper Quality
06.2013 - 09.2015
Process Developer
GENPACT
01.2007 - 12.2007
Assistant Manager
GENPACT
09.2002 - 12.2011
Senior Process Associate
GENPACT
01.2001 - 01.2002
Process Associate
GENPACT
01.2000 - 01.2001