Experience

Safeway Insurance TPA Pvt Ltd

• India
• Insurance
• 1 - 100 Employee

• Medical Officer

  • Apr 2021 - Present



Renaissance Hospital Pvt Ltd

• India

• Operations Manager

  • Dec 2019 - Nov 2021



Sapthagiri Clintrac Pvt Ltd

• India
• Hospitals and Health Care
• 1 - 100 Employee

• Head Of Operations

  • Apr 2019 - Dec 2019

  o Spearheading operations and quality deliverables for 200-seater production center.o Responsible for skilled resource recruitment.o Lead and direct team to achieve business objectives and performance goals.o Supervise workforce, workflow, and process compliance.o Oversee employee schedules and aligning the staff in line with the job inflow and ensure SLA complianceo Monitored performance of Managers and Team Leaders including improvement in productivity, quality, FTR, TAT, active hours, Anomaly Index, etc.o KPI Metric compliance (Cost, Turn Around, Quality, Productivity, Manpower Management, Anomaly Indices, Attrition, etc.)o Work closely with Training Department for new recruit induction and existing workforce efficiency improvement.o Monitor revenue leakages and control.o Effective client communication.o Ensured that laid down processes are adhered to by performing regular compliance audits.o Initiated performance management policy and procedure to appropriately coach, mentor or take corrective action.o Drive high levels of customer satisfaction through strong working relationships and superior service delivery performance.o Ensured a client feedback log/tracker and service performance action plan are created and maintained for all customers within assigned book of business.o Continually evaluated and monitored customer workflow, including quality and TAT to proactively addressed potential performance issues.o Conducted root cause analysis and devised corrective action plans when customer complaints arose.o Conducted internal reviews and took proactive actions to ensure desired SLAs are met.o Actively engaged in transition, implementation, and planning of new work - overseeing smooth and scheduled implementation of new clients while maintaining desired production standards.o Responsible for maintaining healthy, fun-filled, and professional work environment.o In-station vendor management. Show less

• Operations Manager

  • Apr 2018 - Dec 2019

  o Spearheading operations and quality deliverables for 200-seater production center.o Responsible for skilled resource recruitment.o Lead and direct team to achieve business objectives and performance goals.o Supervise workforce, workflow, and process compliance.o Oversee employee schedules and aligning the staff in line with the job inflow and ensure SLA complianceo Monitored performance of Managers and Team Leaders including improvement in productivity, quality, FTR, TAT, active hours, Anomaly Index, etc.o KPI Metric compliance (Cost, Turn Around, Quality, Productivity, Manpower Management, Anomaly Indices, Attrition, etc.)o Work closely with Training Department for new recruit induction and existing workforce efficiency improvement.o Monitor revenue leakages and control.o Effective client communication.o Ensured that laid down processes are adhered to by performing regular compliance audits.o Initiated performance management policy and procedure to appropriately coach, mentor or take corrective action.o Drive high levels of customer satisfaction through strong working relationships and superior service delivery performance.o Ensured a client feedback log/tracker and service performance action plan are created and maintained for all customers within assigned book of business.o Continually evaluated and monitored customer workflow, including quality and TAT to proactively addressed potential performance issues.o Conducted root cause analysis and devised corrective action plans when customer complaints arose.o Conducted internal reviews and took proactive actions to ensure desired SLAs are met.o Actively engaged in transition, implementation, and planning of new work - overseeing smooth and scheduled implementation of new clients while maintaining desired production standards.o Responsible for maintaining healthy, fun-filled, and professional work environment.o In-station vendor management. Show less



Nuance Transcription Services India Private Limited

• India
• Hospitals and Health Care
• 700 & Above Employee

• Medical Language Specialist

  • Aug 2016 - Sep 2017



MModal Global Services Private Limited

• Bengaluru Area, India

• Senior Quality Analyst

  • Dec 2008 - Aug 2016