Vineeta Weltha

• A result oriented professional with comprehensive experience in Process Management, Customer Relationship Management and driving Business Improvement projects • Specialist in managing outsourced projects of BPO / ITES. • Experienced in setting up delivery centres, managing large businesses and driving Business Improvement projects • Skilled in Solutioning of projects, Transition, Management Reporting and Risk Control. • Excellent people management skills, key strength being ability to groom teams to handle larger responsibilities. Achievements Process Setup & Management • Involved in the set up of Vodafone – Qatar customer service desk in Manila. • Setup and Headed the ‘Pre & Post paid’ customer service desk for Vodafone - Qatar. • Set up the ‘Platinum and Gold’ customer service desk for Vodafone Mumbai. • Set up the Prepaid customer service desk for Vodafone Mumbai and successfully grew the process by over 150% in 7 months. • Part of the core team involved in setting up the Mumbai centre for HTMT – Mumbai. • Involved in growing the business to over 400 seats in a 9 month period • Set up the Delivery centre for a leading Training Institute in Pune Process Improvement • Spearheading process initiatives for mapping business requirements in processes to achieve efficiency and revenue enhancement. • Responsible for driving Quality & Process Improvement in HTMT. • Built the Quality team. Average scores for the centre improved to around 71%, improvement by around 19% • Responsible for driving efficiencies of the Outsourced partner delivering Voice support to our end Customers. • Been able to build efficiency with vendors resulting in a revenue saving of INR 18lacs per annum Customer Relationship Management • Managed clients across different geographies – India, Qatar & Manila • Ensured business growth through high class delivery and effective client management • Mapping Client needs, identifying improvement areas & implement measures to maximize satisfaction levels