Mar 2024 – Sep 2024 · 6 mos · Pune, Maharashtra, India · On-site

• Oversee the daily operations of the clinic, ensuring smooth functioning across all departments, including reception, consultation rooms, and patient service areas. Manage staff schedules, inventory, and clinic equipment maintenance.
• Supervise and guide the team, including front desk staff, nurses, and housekeeping personnel. Conduct regular training sessions to enhance service quality and ensure compliance with clinic protocols.
• Ensure high standards of patient care and satisfaction by addressing queries, managing feedback, and resolving complaints efficiently. Foster a welcoming and professional atmosphere for clients.
• Handle budgeting, billing processes, and financial reports. Monitor revenue streams, manage cost control, and ensure proper handling of cash and online transactions.
• Ensure adherence to medical, safety, and ethical standards as per dermatology and cosmetology clinic guidelines. Stay updated with industry trends and implement best practices to enhance clinic reputation and efficiency.

Nov 2021 – Jul 2023 · 1 yr 8 mos · Banglore · On-site

Nov 2021 – Mar 2023 · 1 yr 4 mos · Mumbai, Maharashtra, India

• Maintaining relationships between departments and serving clients' needs while supporting and managing escalations.
• Streamlined the channels and boundaries of decision-making within an organization in order to solve the problem quickly and efficiently.
• Involved in training whenever necessary, supervised and involved in supporting medical escalations as they arise.
• To ensure wide understanding of team exposure, internal modifications and coordination need to be made within the team.
• Handle skin-specific questions related to our services. Assisting patients with their problems and coordinating as needed.
• Handle any operations related activities that may be required.

Sep 2020 – Oct 2021 · 1 yr 1 mo · Indore, Madhya Pradesh, India

• Provide leadership and direction to a product consultancy team
• Maintain policy adherence and performance metrics
• Communicate feedback, adjusting coaching styles depending on the situation and audience, providing specific and constructive feedback and encouraging incremental improvement throughout the team.
• Mentor team members and facilitate career development
• Keep the manager of the group informed about the team's performance on a daily, weekly, and monthly basis
• Manage client escalations and find resolutions by working with internal teams
• Conduct quality checks for the team by auditing emails and calls and providing feedback to each member.
• Maintaining real-time monitoring of the queue and ensuring all SLAs are met
• Make sure all shifts and queues are staffed appropriately

Nov 2019 – Mar 2020 · 4 mos · Remote

• Identify and align monthly, weekly, and daily campaign goals; Communicate and deploy targets to the relevant teams
• Implement continuous improvement projects to review operational procedures and practices
• Define and execute short and long-term customer service and support strategy, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value and cost-effective service level
• Provide business, experience, and support to a robust customer support team
• Assuring that staffing and workforce management tools are utilized to cover all work sites within the Operations group Responsible for the management of statistical reports on production and (Key Performance Indicators) are tracked and trends are reported within established time frames
• Prioritize issue resolution with key business partners (sales, SCM, finance) to ensure service goals are met, sales orders are delivered on time, and costs are minimized
• Responsible for CX operations

Jan 2019 – Oct 2019 · 9 mos · Thane, Maharashtra, India

• Lead the day-to-day operation of Netflix facilities, Netflix-owned tools, and services, which include:
• Develop Standard Operating Procedures and communicate changes to Support and Engineering teams.
• Develop and lead a team of Managed Service Providers (MSPs) to conduct escalations work on behalf of Netflix.
• Creates and leverages metrics and reporting to identify trends within the environment and collaborate effectively with partner teams to build valued add and scalable solutions.
• Effectively manage support volume, contracted resources, work scheduling, and oversight of operations.
• Ensures the quality of support through continuous review, feedback, and coaching.
• Help create and maintain the decision-making framework for whether we need to provide face-to-face support.
• Create and maintain all root cause analysis reports after an escalation to identify workflows or systems to help mitigate reoccurring issues.
• Collaborate with cross-functional partners to proactively identify issues as they arise and conduct retrospective analysis on large-scale issues.
• Manages, and drives to conclusion, internal and external problem escalations.

Nov 2016 – Jan 2019 · 2 yrs 2 mos · Thane, Maharashtra, India

• Listen to the call, understand the query, login the ticket in system and provide proper resolution on call to the customer.
• Clarification of accordance between offer and order, Completion of commercial conditions, Preparation of part number with assistance PM
• Verification of deviations , Determination of standard products, Verification of products with colleagues and product management
• Analyze and resolve incidents and service requests regarding use of application software or hardware.
• Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participate in individual/group coaching session

Jul 2010 – Oct 2010 · 3 mos · Mumbai, Maharashtra, India · On-site

Apr 2010 – Dec 2014 · 4 yrs 8 mos · Mumbai, Maharashtra, India

• Plan end to end event, target audience and objectives from various Exhibitions.
• Event Managed - Cultural NGO volunteering, Leading Marathons, Real estate experience
• Coordinate all Event Operations
• Creative Thinking and Bonding With a Team

Jan 2009 – Dec 2009 · 11 mos · South Mumbai, Maharashtra, India

• Individual contributor, working in a team of go-getters.
• Strong communication, listening and presentation skills
• Responding to reactive and proactive bids / opportunities – Own the end to end management of the bid response cycle and follow up activities until the end of the deal cycle.
• Maintain and expand the company’s database of prospect