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Joseph Bondada
Winter Garden,FL
Summary
As a results-driven professional with more than 23 years of experience, I have consistently demonstrated excellence in process management, project management and dynamic leadership. My extensive background enables me to drive operational efficiency and deliver high standards of service. Having successfully supported over twelve global clients in diverse environments, I possess a strong ability to plan and coordinate projects effectively, prioritizing tasks efficiently and implementing changes seamlessly. My expertise lies in identifying areas where customer business impact is significant and recognizing improvement opportunities as well as fostering team collaboration, strategic planning, problem solving and client relationship management.
Overview
23
23
years of professional experience
3
3
Certification
Work History
Senior Business Process Advisor
Blue Cross NC
01.2011 - 03.2026
- Senior Business Process Advisor
- BCBSNC - Blue Cross Blue Shield of North Carolina (on assignment), USA
- Key Deliverables:
- Responsible for overall preparedness to implement change, ensuring systems and processes are aligned, resources are trained, leadership is engaged and risks are managed so Business can adopt, sustain and manage the change successfully.
- Handled critical Transformation Initiatives on Provider Self-service aimed at reducing avoidable prior authorization and appeal requests, introduce Provider chat and Enhanced Claim Status features and Member chat roll out.
- Collaborate with stakeholders to assess current-state business processes, identify inefficiencies and uncover opportunities for improvement.
- Lead workshops with Business SME’s and facilitate discussions to gather requirements to assist Business design process solution and align on future-state workflows.
- Build Business Readiness Project plan by consulting with stakeholders to identify relevant Business readiness activities and assign ownership. Execute, track and communicate progress on milestones to all stakeholders.
- Provide change management support to ensure smooth implementation and adoption of new processes.
- Ensure all process changes have an associated communication, training, risk and staffing assessment.
- Develop and maintain strategic working relationships with business leaders and collaborate with all cross functional teams like Project Manager, Initiative owner, IT and Business teams etc.
- Create and maintain Project artifacts like Business Impact Analysis, Process Inventory, Current and Future State process maps, Risk Plan (FMEA), Business Readiness plan, Process Walkthrough etc.
- Genpact, a global leader in business process management services, uses processes to help its client’s power intelligence across their enterprise to run smarter Operations, make smarter decisions and use smarter technology. Lean Six Sigma is an integral part of the company’s culture.
Data Relationship Manager - Specialty Pharma BI Reporting & Analytics
CVS Health
USA
01.2019 - 01.2024
- Key Deliverables:
- Responsible for successful delivery of Completeness, Timeliness and Quality of data and ensuring reported data meets contractual and compliance requirements.
- Manage key relationships with and between Pharma clients, Business, Third party Aggregators, BI Analytics teams, IT Production Support, Development teams, Contract Management, PMO and other teams.
- Collaborate with Production support teams for timely resolution of issues reported.
- Handle data related Issue and enquires. Analyze and investigate complex issues and provide direction to Technical and Business teams in resolving underlying issues.
- Serve as a point of escalation for data quality challenges and work closely with internal teams for timely and effective resolution as well as to identify root causes and enhance data management/quality processes.
- Collaborate with Contracts Management Team to provide recommendations for amendment changes and review proposed changes.
- Work with PMO, Developers, BA and QA testers and other teams to ensure timely and successful execution of development projects.
- Ensure data reliability, adhere to Quality guidelines, and meet Quality goals there by avoiding penalties.
- Build relationships with key members of Pharma and aggregators teams, understanding their requirements, data challenges and identifying opportunities to create a seamless process.
- Identify process gaps and partner with various teams to foster culture of Continuous improvement.
Business Process Consultant (Reporting to Senior Director – Infrastructure Tech Ops.)
Cox Communications
Atlanta, GA, USA
01.2017 - 01.2017
- Key Deliverables:
- Developed Project plan, schedule and deliverables and identified the constraints, assumptions, and key success factors.
- Evaluated business requirements through interviews with various stakeholder groups like Business, Operations, and SME’s.
- Facilitated consultation sessions with the corporate services team to build Audit automation tool.
- Set up and lead regular governance meetings with all stakeholders.
- Developed Infrastructure process KPIs and delivered a strategic implementation roadmap with key recommendations.
- Designed process workflow to automate compliance critical Network provisioning audit process.
Business Process Consultant (Reporting to Director -IT CTS-Operations)
GE Corporate
Cincinnati, OH, USA
01.2014 - 01.2016
- Key Deliverables:
- Worked with operating leaders and cross functional teams on multiple projects for Global Operations – CoreTech and its customers.
- Took up multiple roles of Project Manager, Data Analyst, and Visualization Specialist on various projects and sprints as per client requirement.
- Liaised between different teams, conducted deep dive sessions, documented process requirements as part of managing multiple sprints for Infrastructure services working with various GE businesses.
- Coordinated with Customer to gather requirements and manage expectations.
- Worked as part of interdisciplinary team to achieve project milestones.
- Develop status report and Facilitated governance meetings.
- Performed time sensitive analysis of findings root cause and trends using statistical and forecasting analysis, hypothesis testing, graphical analysis, and data validation.
- Built Visualizations in Tableau provide easy to understand, real time view of the process to different stakeholders working across cross functions and teams.
IT Project Owner – Robotics Process Automation
CVS Health
USA
01.2018 - 01.2018
- Key Deliverables:
- Accountable for the successful delivery against the committed benefits of the CVS PBM Med-D Robotics project.
- Liaised with local IT, Vendor management, Vendor IT, Development, UAT, Support and Business teams.
- Performed Root Cause Analysis for issues identified during warranty.
- Coordinated onsite activities on vendor partner locations to drive faster resolution to issue and drive constructive collaboration among various teams.
- Driven resolution to critical issues by involving various technical teams.
- Report status to Senior Leadership and assist in reporting and documentation where needed.
- Ensure adherence to Change Control Process.
- Monitor deployment and shakeout process.
- Deliver technical activities against quality, financial and time commitments.
- Perform risk assessment to Identify, Analyze, mitigate and Control risk.
- Evaluate adherence to various compliance aspects like PCI, HIPPA Compliance.
- Review, approve as well as aid in project documentation like SRP’s, Deployment Check lists, FAQ’s, Change documentation etc.
Six Sigma Black Belt (Reporting to Master Black Belt)
Genpact
Hyderabad, India
01.2011 - 01.2014
- Key Deliverables:
- Plan, document, execute, and monitor projects using lean methodologies.
- Lead cross-functional teams to achieve diverse objectives in replicable, scalable ways.
- Communicate and implement changes to improve efficiency, workflow, and productivity.
- Review task statuses with team members and address any obstacles.
- Use Six Sigma tools and techniques, assigns project team tasks and uses the stages of Six Sigma or DMAIC to complete process improvement project
- Working with executive leadership on selecting and prioritizing projects to ensure work aligns with strategic goals.
- Facilitate GB and Lean Trainings and mentor Green Belt Projects and Lean projects.
- Drive ideation, Visual Management, and execution of lean tools.
- Detailed documentation of projects including Project Charter, RACI Chart, Project Plan, Stakeholder Analysis, Implementation Roadmap, Business Impact Evaluation etc.
Senior Team Manager (Reporting to Area Manager)
DELL INTERNATIONAL SERVICES
Hyderabad, India
01.2003 - 01.2011
- Key Deliverables:
- Managed Business critical metrics like Service Level, Resolution, Customer Experience and Revenue.
- Provide Coaching, Feedback, Trainings, guidance, and direction to maximize team effectiveness.
- Direct team’s performance to achieve Business operational and financial plans.
- Create and evaluate the Direct Report’s Individual Development Plans (IDP’s)
- Dell International Services is a wholly owned support and services division of Dell Computer Corporation. Consumer Technical Support (hardware troubleshooting) is one of the most important support divisions where customer queries are addressed via three modes of contacts – email, chat, and phone.
Technical Support Specialist/SME (Reporting to TEO Lead)
DELL INTERNATIONAL SERVICES
Hyderabad, India
- Key Deliverables:
- Provided direct technical advice and guidance to L1 reps and resolved complex technical issues.
- Generated and analyzed reports specific to L1 reps to perform coaching needs analysis.
- Managed resolution and warranty cost metrics (viz., Resolve Rate, XPR, Repeat Dispatch Rate, Dispatch Dollars)
- Analyzed, researched, and resolved highly technical, unique problems by interacting with the L3 team.
Technical Support Representative (Reporting to Team Manager)
DELL INTERNATIONAL SERVICES
Hyderabad, India
- Key Deliverables:
- Provided telephone support for customers on operation or maintenance of Dell products.
- Responsible for customer satisfaction through effective handling of customer problems
Senior Manager / Consultant
Genpact
2007 - Current
- Directed cross-functional teams to streamline operational workflows and enhance service delivery.
- Implemented process improvements that increased efficiency and reduced turnaround times.
- Mentored junior managers to foster leadership skills and promote team development.
- Analyzed performance metrics to identify trends and drive strategic decision-making initiatives.
- Collaborated with stakeholders to align operational strategies with organizational goals.
- Led change management efforts to facilitate smooth transitions during system upgrades.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Achieved operational excellence by streamlining processes and implementing best practices.
Education
MBA - Information Technology & Human Resource Management
Osmania University
India01-2007
BCA - undefined
Osmania University
India01-2003
Skills
- Business Process Management
- Project Management (PMP)
- Client Relationship
- Lean & Six Sigma Methodologies (BB)
- Business Data Analytics
- Data Quality
- Operations Management
- Performance & Change Management
- Statistical Analysis & Visualization
- Process Enhancements/Improvements
- Consulting
- Team Management
- ITIL processes
Certification
- Genpact GOLD (Global Operations Leadership Development) Graduate – 2018-19 batch
- Certified Black Belt,2014
- Certified Green Belt Trainer,2013
- Project Management Professional (PMP) # 1341023 - PMI, 2010
- Certified Lean Trainer
- ITIL V3 Foundation, 2010
- Yellow Belt Certification, 2007
Timeline
Data Relationship Manager - Specialty Pharma BI Reporting & Analytics
CVS Health
01.2019 - 01.2024
IT Project Owner – Robotics Process Automation
CVS Health
01.2018 - 01.2018
Business Process Consultant (Reporting to Senior Director – Infrastructure Tech Ops.)
Cox Communications
01.2017 - 01.2017
Business Process Consultant (Reporting to Director -IT CTS-Operations)
GE Corporate
01.2014 - 01.2016
Senior Business Process Advisor
Blue Cross NC
01.2011 - 03.2026
Six Sigma Black Belt (Reporting to Master Black Belt)
Genpact
01.2011 - 01.2014
Senior Team Manager (Reporting to Area Manager)
DELL INTERNATIONAL SERVICES
01.2003 - 01.2011
Technical Support Specialist/SME (Reporting to TEO Lead)
DELL INTERNATIONAL SERVICES
Technical Support Representative (Reporting to Team Manager)
DELL INTERNATIONAL SERVICES
BCA - undefined
Osmania University
Senior Manager / Consultant
Genpact
2007 - Current
MBA - Information Technology & Human Resource Management
Osmania University