Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kajal Menghani

Kajal Menghani

Team Leader Operations
Pune

Summary

Results-driven Operations Team Lead with expertise in customer service, conflict management, and people management. Demonstrated ability to make sound decisions, driven by self-motivation and hard work. Skilled in leading teams to success through clear communication and strategic problem-solving. Passionate about delivering exceptional service and ensuring operational efficiency in fast-paced settings.

Overview

8
8
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work History

Operations Team Leader

Aminfoweb Pvt Ltd
08.2022 - Current
  • Lead and manage a team of 27 order submission specialists responsible for initiating and tracking medical record requests to provider offices across the US.
  • Ensure timely and accurate submission of requests in alignment with client SLAs and HIPAA regulations.
  • Monitor team performance daily using dashboards and productivity reports; successfully maintained >95% accuracy and >98% TAT compliance.
  • Conduct quality audits on submitted orders, identify process gaps, and implement corrective actions through coaching and refresher training.
  • Coordinate with internal teams including follow-up, provider engagement, and QA to streamline end-to-end retrieval process.
  • Developed SOPs and provided input for automation initiatives, resulting in a 15% reduction in manual entry errors.
  • Managed daily operations, ensuring smooth workflow and timely completion of tasks.

Quality Analyst

Aminfoweb Pvt Ltd
06.2021 - 08.2022
  • Conducted daily and weekly audits across multiple functions: order submission, follow-up, escalations, and data entry, ensuring alignment with HIPAA and client-specific guidelines.
  • Developed QA scorecards, call audit templates, and contributed to calibration sessions with clients and internal stakeholders to align on quality standards.
  • Generated weekly quality reports and insights for the leadership team, identifying process gaps and recommending corrective actions.
  • Supported training and transition for new client processes by creating quality checklists and delivering process refresher sessions.
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.

Case Processing Executive

Aminfoweb Pvt Ltd
06.2020 - 06.2021
  • Review and process incoming medical record retrieval cases from clients or internal order submission teams.
  • Update and maintain case notes, status changes, and communications in internal case management systems (e.g., Salesforce, SharePoint, proprietary platforms).
  • Escalate discrepancies, incomplete documentation, or invalid provider information to the appropriate stakeholders for resolution.

Technical Support

Concentrix
09.2017 - 05.2020
  • Troubleshooting technical issues related to broadband connectivity, TV signal, mobile network, landline faults, and equipment setup (routers, set-top boxes, modems).
  • Guiding customers through technical resolutions over phone, chat, or email — including resets, firmware updates, cable checks, and device configuration.
  • Escalating unresolved issues to field engineers or second-line support teams where needed.

Education

Bachelor of Commerce -

St.Vincent’s college of Commerce
01.2014 - 01.2017

Skills

    People Management

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Certification

Team Leader Development Program – Internal BPO Training, 01/01/24

Timeline

Operations Team Leader

Aminfoweb Pvt Ltd
08.2022 - Current

Quality Analyst

Aminfoweb Pvt Ltd
06.2021 - 08.2022

Case Processing Executive

Aminfoweb Pvt Ltd
06.2020 - 06.2021

Technical Support

Concentrix
09.2017 - 05.2020

Bachelor of Commerce -

St.Vincent’s college of Commerce
01.2014 - 01.2017

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Kajal MenghaniTeam Leader Operations