Vidushi Tellapragada

Experienced Business Operations and Office Administration professional with a proven track record across diverse domains, including Administration, Global Operations, Customer Care Excellence, Insurance, Finance, and HR Support. Skilled in operations management, budgeting, compliance, audits, reporting, and staff leadership, with expertise in streamlining processes, optimizing resources, and ensuring service quality. Recognized for strong communication skills, stakeholder management, and supported by solid academic credentials in Finance and Management.

Committed to leveraging expertise to deliver organizational growth, operational excellence, and administrative efficiency.

Operations and Administration - BASIS Education Group

(2022-05)

Oversee school operations and administration, including compliance management, health and safety oversight, communications, and cross-functional coordination. Provide operational and administrative support to ensure a safe, efficient, and compliant learning environment. Ensure compliance with regulatory standards, and providing day-to-day administrative support to the firm. Worked closely with management to support operations, compliance and financial performances.

• Directed operations and administration, including records management, compliance audits, and reporting.
• Ensured full compliance with city, state, and federal regulations related to health, safety, and education.
• Managed stakeholder communications, strengthening engagement and delivery.
• Oversaw daily operations including attendance, supervision, classroom monitoring, and extracurricular coordination.
• Supported budgeting, resource allocation, and documentation processes for smooth administration.
• Partnered with leadership in enterprise-wide projects and initiatives to enhance operational efficiency.
• Coordinated with management and administrative staff to facilitate operations management.
• Contributed to broader school administration initiatives and special projects as assigned.

Operations – Lead - Apollo Health Street - Raritan Bay Hospital Medical Center, NJ

(2005-01 - 2006-01)

Led operations for medical insurance claim processing at Raritan Bay Hospital Medical Center, NJ. Oversaw team administration, compliance, and reporting, ensuring operational excellence and efficiency. Oversaw overall administration of operations, ensuring adherence to quality standards, SLAs, and compliance requirements.

Managed productivity, budgeting, and resource allocation to drive efficiency while strengthening relationships with business partners and stakeholders. Produced and analyzed performance metrics to demonstrate and consistently surpass service excellence benchmarks.

• Directed administration of operations, leading a 10-member team to deliver service excellence.
• Established and tracked performance metrics to align outcomes with organizational goals.
• Achieved 100% SLA adherence on quality, TAT, and compliance.
• Handled complex escalations while ensuring client satisfaction.
• Recognized with Pioneer Awards for stakeholder management and relationship building.
• Mentored staff, supported training initiatives, and optimized productivity through effective resource management.

Senior Lead - Mphasis India Private Limited

(2002-10 - 2004-08)

Led multiple inbound and outbound customer service operations for leading financial clients, including JP Morgan Chase, Citi Bank, and Federal Government agencies. Oversaw end-to-end administration of service delivery, team leadership, quality management, and stakeholder coordination. Responsibilities included supervising teams of up to 16 executives, implementing quality assurance frameworks, managing escalations, and ensuring operational compliance.

• Directed overall operations administration, leading a high-performing team of 16 executives while ensuring service delivery excellence, compliance, and quality.
• Established and managed the Quality Control (QC) function for the department, ensuring robust monitoring and continuous process improvements.
• Implemented training and mentoring programs to upskill team members, enhance productivity, and align performance with client expectations.
• Developed and maintained MIS reporting systems to track performance metrics, escalations, and QA outcomes, enabling data-driven decision-making.
• Conducted partner satisfaction surveys to align operations with evolving client requirements and enhance relationship management.
• Consistently delivered performance above 99.5%, earning continuous recognition and awards for exceptional service delivery.

Senior Lead - SM Cyber Services Private Ltd.

(2001-11 - 2002-10)

Partnered with senior management in setting up operations for a new IT-enabled services firm, handling telemarketing campaigns across financial solutions, technology services, and home care products. The role involved building operational structure, implementing global contact center standards, and contributing directly to organizational success during its formative stage.

• Played a pivotal role in establishing operations, partnering with management to design workforce structures, reporting mechanisms, and performance tracking processes.
• Awarded the "Pathfinder" recognition for exceeding organizational goals on the firm's first-ever project.
• Designated as campaign spearhead for multiple projects across retail finance, technology services, and home care products.
• Served as deputy/stand-in supervisor for a team of 14 representatives, overseeing workforce planning, task allocation, and daily performance management.
• Trained and mentored 30+ executives, strengthening organizational capabilities and improving productivity.
• Collaborated with management on financial reporting and sales performance analysis, supporting strategic decision-making and operational growth.

Account Executive - Foto Fast India

(2000-05 - 2001-11)

Served as Accounts Executive for a reputed media firm with direct responsibility for client relationship management, sales processing, credit handling, administration, and customer support. Managed day-to-day branch operations and finance functions, ensuring accuracy, compliance, and operational efficiency.

• Recognized by management as a dependable resource for handling end-to-end client management, sales transactions, and customer service delivery.
• Led the administration function including oversight of corporate charges, branch operations, finance management, and reporting.
• Streamlined branch-level processes to ensure smooth coordination between sales, finance, and customer service functions.

Masters - Finance and Commerce - Pune University (2000 - 2003)

Bachelors - Finance - Symbiosis University (1995 - 1999)

Certification - MS Office proficiency - Netcom (1999 - 1999)