SNEHA GANDHI
El Paso,United States
Summary
Senior leader with 17 years of experience driving operational excellence and large-scale transformation. I specialize in building and scaling quality governance systems, managing global cross-functional teams, and executing strategic initiatives in training, workforce management, and DEI. Known for a data-driven approach that consistently aligns execution with business strategy to deliver measurable results and foster team success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
AIML Lead | AIML Data Ops
Apple India Pvt Ltd
Hyderabad, India
01.2022 - 02.2025
- Driving Team Performance
- Managed a team of 30-40 analysts and 3 direct reports (Rotational TL, Trainer & Data Moderator), ensuring operational excellence by monitoring KPIs like time grading, project quality, and productivity.
- Directed daily operations by making independent judgment calls and strategic decisions that improved service processes.
- Drove annotation quality and evaluation strategies across diverse AI/ML workflows to bolster project outcomes.
- Mentored a team of analysts to foster skill development and innovation, building a stronger and more capable team.
- Liaised regularly with peers and senior leadership to effectively drive KPIs and align on goals.
- Machine Learning Projects- Project DRI (Time Series, Facial Recognition, Labelling) Leadership & Project Management:
- Led and managed a team of 100-120 analysts on machine learning projects from conception to delivery, collaborating with stakeholders to define roadmaps and streamline processes.
- Independently led high-volume, highly complex studies; delegated tasks to meet quality, timeline. Aided project forecasting, including hours, resource requirements.
- Generated regular project-specific status reports for Sr management, account managers
- Collaborated with cross-functional teams to define project scope, objectives, and deliverables, ensuring timely, on-budget completion
- Proactively identified and mitigated project risks, ensuring smooth project delivery and successful outcomes.
- Improved model accuracy through iterative testing and optimization of deployed models. Collaborated with engineering team and program manager
- Initiatives at Apple:
- Site DRI for Inclusion & Diversity (I&D): Organize site-wise initiatives including I&D Week for all Business Units (BUs), Culture & Community week, Women @Apple circles. Collaborated with Global I&D POC’s and shared the agenda with Apple Ads Platform, Marcom, Wireless team.
- Site DRI for People’s & Comms& Engagement: Responsible for drafting, proofreading, and sharing site-level communications in compliance/newsletter/Team Spotlight with Apple standards. Organize site-wise employee engagement activities
- Site DRI for IJP Team: Managed over 10 IJPs from hiring to (onboarding phase within the process Influenced hiring and capability mapping through transparent processes and evaluation frameworks. Collaborated with the global HR team based in Singapore.
Operation Team Lead | Humana Insurance
Hinduja Global Solution
El Paso, United States
10.2018 - 08.2021
- Team and Operations Management:
- Managed a team of 20-25 associates using workforce forecasting to strategically meet staffing requirements for a Medicare Managed Care payer- Pharmacy queries.
- Resolved escalated issues from clients, customers, and staff, consistently maintaining high satisfaction levels.
- Streamlined operational workflows and managed escalations, optimizing support channel efficiency.
- Spearheaded the transition and launch of operations, scaling a 40-member team to over 700 across multiple locations.
- Designed and implemented a user interface tool to track performance metrics, which streamlined associate feedback and improved efficiency.
- Conducted training sessions, performance reviews, and coaching to enhance team capabilities and motivation
- Part of hiring drive and conducted interviews extensively for the process
- Strategic and Process Improvement:
- Improved the Net Promoter Score (NPS) by 12% through a Brite Improvement Project, which involved conducting a root cause analysis.
- Resolved escalated issues from clients, customers, and staff, maintaining high satisfaction levels.
Customer Service Lead (L4)
Amazon Development Center
Hyderabad, India
08.2014 - 04.2016
- Team Leadership & Performance:
- Led a team of 20-25 associates for India and US processes(inbound process), driving their performance to ensure adherence to service-level agreements (SLAs).
- Analyzed key performance metrics, including NRR, Average Handle Time (AHT), and escalation reports, to implement strategies for continuous improvement.
- Publish a site-level report for senior leadership detailing call abandonment rates, missed calls, and calls handled by the escalation team.
- Mentored and trained team leaders, which expedited their learning curves and groomed them for future leadership roles
- Build productive relationships with business partners such as peers, management, Logistic team, HR.
- Process & Project Management:
- Managed dual processes for both .IN and .COM operations and contributed to the initial Dart Team project, which focused on handling escalated calls. Also share the site-wise report to the senior leadership on both chat and calls
- Resolved high-priority customer escalations, consistently exceeding service quality benchmarks.
Assistant Manager: Provider Business
Hinduja Global Solution & Deloitte Consulting
Hyderabad, India
10.2012 - 08.2014
- Directed a 40-member hospital project, ensuring operational efficiency and performance optimization. Group leads and analysts reporting under me
- Conducted huddles, monthly 1-1’s, coaching and mentoring session performance reviews.
- Respond to client issues that are critical to Revenue Cycle process, including front-end data acquisition, payer interfaces and claims quality, Account Receivables (A/R), A/R strategies, cash collections, denial trending, and reporting
- Implemented SOPs aligned with Service Level Agreements, reducing AR inventory through denial analysis and cash forecasting.
- Conducted analysis of payer collection speeds and developed a work-assignment strategy that accelerated cash flow, achieving approximately 13-17% improvements in collections.
- Represented the organization at client meetings in St. Louis, USA, achieving business alignment and satisfaction.
- Oversaw ISO audits, ensuring data integrity and compliance.
- Payer knowledge of Commercial plans, State Medicaid, Worker’s Compensation.
- Initiatives at Deloitte:
- Site DRI for Employee Engagement Committee:
- Co-led site level Employee Engagement committee
- Responsible for organizing monthly employee engagement activities
- Responsible for organizing annual employee success and celebration event for over 500 employees.
- Led a team of 10 employee ambassadors guiding them and delegating various tasks
Onsite Coordinator
Deloitte Consulting
Vancouver/St. Louis, United States
09.2011 - 07.2012
- Delivered process solutions to optimize hospital billing workflows, improving resolution times and reducing errors.
- Trained and mentored onsite recruits, expediting their integration and efficiency.
- Developed comprehensive training manuals and transition the process to India, earning client recognition for quality and clarity.
Process Training & Quality Specialist
Deloitte Consulting
Hyderabad, India
02.2008 - 07.2012
- Designed and led training programs, enhancing employee knowledge and satisfaction across 20+ batches.
- Conducted quality audits and handled dispute process. Curated quality performance dashboards for stakeholders.
- Created innovative training materials, streamlining onboarding processes.
- Analyzed errors and implemented corrective actions to minimize claim processing delays
Customer Service Associate
24/7 Customer Support
Hyderabad, India
06.2006 - 02.2008
- Provided exceptional customer service to over 13 million cable service users.
- Delivered accurate billing resolutions and basic technical troubleshooting with high first-call resolution rate.
Education
Bachelor's of Commerce - Management & Accounting
Gauhati Commerce College
05.2006
Skills
- Management & Leadership: Project Management, Resource Management, People Management, Time Management, Implementation & Transition, Training & Development, Quality Management
- Technical Skills: Microsoft Office, Miro, Wrike, Confluence, Adobe Creative Suite, (Photoshop, Illustrator), Canva, Salesforce, NICE, AWS, Genesys, Healthcare Systems like EPIC, DDE, STAR, CMS, DMS, RTS
- Teamwork and collaboration
Accomplishments
- Awarded Best Team Leader for the Humana Process at an organizational level.
- Achieved Employee of the Month for two consecutive months (January & February 2019).
- Recognized for contributions in reducing AR inventory and preparing a US Healthcare training manual.
Certification
- Scrum Master (CSM) – Scrum Alliance
- PMP Trained( attempting cert in Oct’25
- Tableau- Coursera
- Harvard Management Essentials
- Harvard Leadership Essentials
- Harvard Stepping Up to Management
- Fundamentals of Project Management (University of Virginia)
- Six Sigma Principles (Yellow Belt, Georgia System University)
- Graphics Designing (Arena Multimedia, India)
ACTIVITIES AND HONORS
- American Red Cross Volunteer for Disaster Management (Texas) since 2021.
- YMCA Armed Services Volunteer (Fort Bliss) supporting the sorting facility based on the donation intake, and food pantry operations.
Timeline
AIML Lead | AIML Data Ops
Apple India Pvt Ltd
01.2022 - 02.2025
Operation Team Lead | Humana Insurance
Hinduja Global Solution
10.2018 - 08.2021
Customer Service Lead (L4)
Amazon Development Center
08.2014 - 04.2016
Assistant Manager: Provider Business
Hinduja Global Solution & Deloitte Consulting
10.2012 - 08.2014
Onsite Coordinator
Deloitte Consulting
09.2011 - 07.2012
Process Training & Quality Specialist
Deloitte Consulting
02.2008 - 07.2012
Customer Service Associate
24/7 Customer Support
06.2006 - 02.2008
Bachelor's of Commerce - Management & Accounting
Gauhati Commerce College