Priti Vaydande
Nashville,TN
Summary
Highly accomplished Operations Manager / Business Analyst with over 12 years of experience spanning product development, quality management, and team leadership across diverse industries. Proven ability to collaborate with cross-functional teams, manage end-to-end product lifecycles, and drive continuous improvement initiatives. Skilled in gathering and analyzing business requirements, conducting market research, and utilizing data-driven insights to optimize processes and enhance customer satisfaction. Expertise in Agile methodologies, project management, and stakeholder communication, coupled with a strong background in compliance with regulatory standards. Skilled in leading teams, cultivating a positive work environment, and driving process improvements to enhance efficiency and performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Operations Manager
Wellist
11.2024 - Current
- Directed launch of Operational function, reporting directly to Director.
- Led daily operations and implemented scalable quality assurance frameworks in service environment.
- Managed cross-functional teams to optimize KPIs and SLAs while improving compliance.
- Facilitated Agile sprints and developed SOPs in collaboration with Product and IT teams.
- Introduced DMAIC-based quality strategies within QA team, fostering continuous improvement.
- Provided performance insights through executive dashboards, promoting service excellence.
- Supported revenue cycle workflows by aligning with prescriptive best practices.
- Collaborated with RCM Operations to prioritize initiatives and enhance service delivery.
Product Business Analyst
QUORE
Franklin, TN
08.2023 - 11.2025
- Developed product roadmaps ensuring alignment with business goals and customer requirements.
- Conducted risk assessments, providing strategies to minimize potential project delays.
- Collaborated with cross-functional teams to document business requirements for effective product development.
- Led stakeholder meetings prioritizing features and enhancements for improved product execution.
- Utilized market research and competitor analysis to inform strategic product decisions.
- Implemented Agile sprints with product and IT teams to enhance operational efficiency.
- Managed product backlog for timely delivery of critical features, optimizing resources effectively.
- Analyzed customer feedback and usage data to identify areas for enhancement.
Front Office Manager
DOUBLE TREE HOTEL by HILTON
Nashville, TN
02.2021 - 06.2023
- Managed front office team at Spire Hospitality's Double Tree by Hilton Nashville Downtown, achieving highest Hilton Honors enrollments for six consecutive months.
- Enhanced customer satisfaction through efficient resolution of guest complaints, improving feedback scores by 10%.
- Supervised daily hotel operations to align with performance, quality, and service standards.
- Fostered teamwork and a positive work environment by developing strong working relationships with staff.
- Achieved 96% occupancy rate through strategic management of room allocation.
- Monitored staffing levels to optimize operational efficiency, reducing labor costs by 8%.
- Ensured compliance with health and safety regulations, maintaining 100% compliance during inspections.
- Analyzed operational data to identify improvement areas, implementing changes that increased guest satisfaction.
Quality Manager
DHFL General Insurance
Mumbai, India
09.2018 - 05.2019
- Experienced and detail-driven Quality Manager with a proven track record of leading quality assurance programs in the auto insurance sector.
- Adept at identifying process gaps, improving claims and underwriting accuracy, and enhancing the customer experience through data-driven quality insights.
- Strong collaborator with cross-functional teams to ensure compliance, reduce risk, and drive continuous performance improvement.
- Developed and implemented a comprehensive QA framework for monitoring and evaluating customer service, claims, and underwriting interactions across phone, email, and chat channels.
- Managed and coached a team of Quality Analysts to ensure accurate scoring, consistent performance feedback, and adherence to compliance standards.
- Conducted regular call audits to identify risk, fraud, and service inconsistencies; recommended process improvements based on audit findings.
- Partnered with Claims, Operations, and Compliance departments to analyze quality trends and launch corrective action plans.
- Produced detailed quality reports and dashboards using Excel and Power BI, tracking KPIs such as Quality Score, Compliance Accuracy, First Call Resolution, and CSAT.
- Led calibration sessions with internal stakeholders and external vendors to ensure alignment in scoring standards and improve QA accuracy.
- Designed and delivered ongoing training modules for claims adjusters and service agents based on audit insights and policy updates.
- Maintained up-to-date knowledge of state and federal insurance regulations to ensure audit standards met all legal and compliance requirements.
- Created a quality recognition and incentive program to improve team engagement and promote high performance.
Team Manager
TELEPERFORMANCE
Mumbai, India
01.2012 - 11.2017
- Managed a span of 100+ FTE across multiple business functions with a strong focus on customer experience, retention, and revenue optimization.
- Spearheaded customer experience (CX) initiatives, resulting in consistent quarterly improvements in Executive Complaint (EC) resolution rates and Net Promoter Score (NPS).
- Led new client acquisition processes (B2B sales) and client lifecycle management, contributing to key client retention and revenue growth.
- Developed and maintained detailed Standard Operating Procedures (SOPs) to streamline service delivery and ensure compliance across teams.
- Oversaw project and sprint management for new product rollouts, platform enhancements, and process improvements using agile methodologies.
- Drove innovation and idea management within the team by implementing feedback loops, recognizing performance, and turning staff suggestions into action.
- Optimized revenue through strategic client engagement, upselling, and cross-functional collaboration with product and finance teams.
- Managed relationships with third-party vendors, negotiating service-level agreements (SLAs) and ensuring timely, high-quality deliverables.
- Improved on-time delivery rates and overall operational efficiency through continuous process analysis and improvement efforts.
- 3 Promotions in 5 years – Intelenet
- Successfully transitioned 140 FTEs to Manila, Philippines (2014) - Intelenet
- Closed 220 Seater Manila - Intelenet
- Managed and governed NPS improvement contest for the entire site – NPS improved from 38 to 46 (2015) - Intelenet
- NPS improvement project (Six Sigma Green belt project) – Improved NPS from 28 to 62 in 1 year (2015) - Intelenet
- Completed six sigma project to reduce attrition's – Reduced attrition % from 78% to 58% in last 1 year (2016) - Intelenet
Education
Bachelor of Arts - Philosophy
D.G Ruparel College
01.2012
Skills
- Microsoft Excel
- Tableau
- Power BI
- SQL
- Data-driven insights
- Key Performance Indicators (KPIs)
- Operational data analysis
- Jira
- Trello
- Confluence
- Microsoft Project
- Agile framework (Scrum)
- Product backlog management
- Risk assessments
- Performance reviews
- User acceptance testing (UAT)
- Qualtrics
- Survey Monkey
- Hotel management systems (Opera PMS)
- Documentation tools (Confluence, Microsoft Word)
- Root cause analysis
- Six Sigma
- Lean methodologies
- Continuous improvement initiatives (Kaizen)
- Business process analysis
- Process improvement tools (Asana, Lucid chart)
- Microsoft Teams
- Slack
- Zoom
- Stakeholder meetings
- Product demonstrations and presentations
- Team coaching and training programs
- Compliance with health and safety regulations
- ISO standards
- Regulatory and security standards compliance (PCI DSS, GDPR)
Certification
- Certified Scrum Master
- Lean Six Sigma Green Belt
Technical Skills
Microsoft Excel, Tableau, Power BI, SQL, Data-driven insights, Key Performance Indicators (KPIs), Operational data analysis, Jira, Trello, Confluence, Microsoft Project, Agile framework (Scrum), Product backlog management, Risk assessments, Performance reviews, Appraisals, User acceptance testing (UAT), Qualtrics, Survey Monkey, Hotel management systems (Opera PMS), Documentation tools (Confluence, Microsoft Word), Root cause analysis, Six Sigma, Lean methodologies, Continuous improvement initiatives (Kaizen), Business process analysis, Process improvement tools (Asana, Lucid chart), Microsoft Teams, Slack, Zoom, Stakeholder meetings, Product demonstrations and presentations, Team coaching and training programs, Compliance with health and safety regulations, ISO standards, Regulatory and security standards compliance (PCI DSS, GDPR)
Timeline
Operations Manager
Wellist
11.2024 - Current
Product Business Analyst
QUORE
08.2023 - 11.2025
Front Office Manager
DOUBLE TREE HOTEL by HILTON
02.2021 - 06.2023
Quality Manager
DHFL General Insurance
09.2018 - 05.2019
Team Manager
TELEPERFORMANCE
01.2012 - 11.2017
Bachelor of Arts - Philosophy
D.G Ruparel College
Similar Profiles
Thomas VetterThomas Vetter
Director of Business Operations at One of NoneDirector of Business Operations at One of None
Arianna PrimmArianna Primm
Care Partner, Medical Surgical at Vanderbilt Wilson County HospitalCare Partner, Medical Surgical at Vanderbilt Wilson County Hospital
Cassidy PowellCassidy Powell
People Operations Consultant at CRUNCHFIRM, INC.People Operations Consultant at CRUNCHFIRM, INC.
Patricia HardawayPatricia Hardaway
Senior Coordinator Accounts Receivables Specialist at Cardinal Health/Metro MedicalSenior Coordinator Accounts Receivables Specialist at Cardinal Health/Metro Medical
Nate IveyNate Ivey
Operations Manager at Dehn, IncOperations Manager at Dehn, Inc