Jul 2024 – Present · 1 yr 11 mos

• 1. Led a cross-functional team to deliver high-quality outputs aligned with client SLAs and organizational goals, ensuring operational excellence and consistent performance.
• 2. Drove end-to-end project execution, optimizing workflows and reducing turnaround times through data-backed process improvements.
• 3. Onboarded and managed key clients, directly contributing to sustained revenue growth and long-term business relationships.
• 4. Achieved 5–6x ROI for clients by implementing scalable, results-oriented campaign strategies and performance metrics.
• 5. Enhanced team productivity and accountability by introducing clear operational mechanisms, structured reviews, and performance feedback systems.

Apr 2022 – Jul 2024 · 2 yrs 3 mos

• 1. Team Building and Leadership: Established and led a team of 30+ members dedicated to creating a robust support system, enhancing the doctor and patient experience.
• 2. Market Analysis and Strategy: Analyzed market trends and demand to develop accurate product strategies, identifying market gaps for new and updated products and services.
• 3. Retention and Customer Satisfaction: Achieved retention targets of 101%+, improved the team’s NPS ratings to 60%+, and CSAT ratings to 95%.
• 4. Product Improvement: Enhanced HealthPlix Online consultation booking app ratings to 4.5+ through continuous product improvement efforts.
• 5. Operational Efficiency: Successfully deployed Zoho, resulting in a 30% increase in team efficiency, and implemented an automated chatbot, reducing IVR calls by 50%.
• 6. Reputation Management: Improved the company’s GBP ratings to 4.7+, reflecting a strong market presence and customer satisfaction.
• 7. Response Time Reduction: Achieved a significant reduction in the team’s average final response time, decreasing it from 22 hours to just 4 hours, and reduced the average initial response time from 1 hour to 9 minutes.
• 8. Process Improvement: Facilitated collaboration with various organizational units to develop standard operating procedures (SOPs), ensuring streamlined and efficient processes.
• 9. Performance Analysis: Contributed to the development of performance dashboards for in-depth analysis, driving informed decision-making and strategy formulation.

Apr 2020 – Apr 2022 · 2 yrs

• 1. Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivising Agents to continually achieve and exceed expectation.
• 2. Supervised and mentored junior team members, providing detailed instructions and guidance to maximise team efficiency.
• 3. Improved IRT & FRT of the team which lead to improvement in Teams CSAT Ratings
• 4. Collected and implemented various customer requirements which lead to their retention
• 5. Trained Sales and Customer experience Team members

Aug 2019 – Apr 2020 · 8 mos

• 1. Resolved customer queries with an impressive track record of efficiency and accuracy.
• 2. Identified and streamlined flaws in the customer training program, enhancing its effectiveness.
• 3. Managed sales team operations using effective dashboards for improved performance and monitoring.

Feb 2017 – Aug 2019 · 2 yrs 6 mos · Faridabad Area, India

• 1. Developed and monitored implementation strategies by creating project schedules and work plans which lead to decrease in average production time from 1.5 month to 20 days
• 2. Controlled expenditures by regulating change requests and project activities to decrease overruns and delays.
• 3. Handled Lubrication system Projects for BHEL, NTPC, Siemens, Rolls Royce, etc
• 4. Applied expertise in project management methodologies to keep teams aligned through collaborative approaches.
• 5. Assured quality with all the parameters

May 2015 – Jun 2015 · 1 mo · Hyderabad, Telangana, India

• on Turbines

May 2014 – May 2014 · 0 mo · Delhi

• On micro structural characterization of GMAW ( Gas Metal Arc Welding) weldments