Ankitkumar Rajesh Shilpi, Mba-Pm, Lssbb Email & Phone Number

Ahmedabad, Gujarat, India

Ahmedabad Area, India

Working for an American startup called USCHAG.com – a consortium of 11 brands ranging from medical advocacy to pet concierge services. The pursuit included sales, customer care, and back office operations. - Conceptualized, developed, and rolled out holistic operations for first brand, ipetondemand.com- Researched and designed entire business road map that included other strategic partnerships- Created standard operating procedure for LoB, to include pet insurance, pet care services, etc.- Cost optimization- Recruited and trained floor agents – sales, customer care, back office- Designed KRAs & KPIs for all three verticals- Created call center scripts- Drafted a suite of FAQs for process as well as website for customers- People management

Mumbai Area, India

- Clinical documentation management- Handling two P&L's of 145 + 42 team members comprising of doctors, life science, and pharma graduates- $2.6 million in revenue- Responsible for gross margin- Capacity planning, utilization, forecasting- Monthly, quarterly business review meetings - Coordinating with multiple departments, viz, quality, IT, workforce management, administration, HR, training, L&D- Conflict management- Continuously working towards achieving 98% DPU accuracy- Statistical process control tools- MS Excel analytics & Google dashboards- Coordinating with client and States-side counterparts- Performing RCA and developing CAPA with the team - Identifying and planning training needs for subordinates- Invoicing, projections- Implemented stratified QA audit system with a goal to reduce sample size yet focus more on C players, thereby reducing variability and bringing all sub-population closer to mean- Devised new KRAs which enabled fair stack ranking and incentives, reduced unplanned absenteeism- Brought new project to 98% accuracy levels within 3 months of commencement of project- Improved team's performance gradually, reduced cost month on month, and improved P&L margin.- Improved overtime payment validation methodology which was fair and just for employees and cost effective to the company

Vadodara Area, India

Before M&A, a part of MD-Online and IntiviaI oversee about 100+ healthcare clients that generate over $1.8 million revenue. Focus areas are implementation, training, and customer engagement.Under my mentorship, my team of senior executives and process associates takes care of daily needs of customers as well as assist me in onboarding new clients. Activities include account setups, other technical setups, training, data integration, CRM tickets, client follow-ups, maintaining a CSAT score of >9.As a manager…- I participate and lead new client kickoff calls with sales team giving them an extra edge in closing deals.- Hand-hold new customers throughout service delivery, thereby enabling a seamless transition and mitigating pain of change.- Create new operational processes to champion business challenges.- Having a knack to strategize and provide tactical solutions, I do continuous brainstorming with the VP, finding right solution to problems, creating game plans, crunching numbers, analyzing cost and profit.- SPOC: Serve as a crucial pivot between client and cross functional teams that involves knowledge transfer, coaching, escalations, and feedback.

Ahmedabad Area, India

IMPLEMENTATION:- Project Manager/Liaison during the implementation & transitional phase of a new project- Responsible for knowledge transfer of client's transcription process and needs to different departments of Operations- Design and deploy of projects' entire life cycle, workflow and protocols- Planning, scheduling, implementing services, thereby transitioning healthcare providers on to enterprise system- Accomplish stage-gate process in each project- Prepare project charters - Software installations (remote)- End-user training WORKFLOW MANAGEMENT:- Ensure dictations are received from client everyday - Ensure final product is delivered to client within the stipulated turnaround time- Observe hassle-free daily workflow- Constant communication and coordination woth crossfunctional teams- Aid all operational units with day-to-day roadblocks to accomplishment of work- Provide process, quality training and feedback to operation teams- Resolve and followthrough on client issues, setting up processes to avoid future recurrences- Evaluate and send daily reconciliation reports to clientCUSTOMER CARE:- Routine phone & email communication with client- Proactively solicit & implement feedback from client- Troubleshoot issues faced by client with regards to transcription and ancillary services- Advise client with resolutions to additional processes or needs - Follow up on requests and updates implementedDOCUMENTATION:- Document issues and updates on customer relation management portal (CRM)- Prepare work breakdown structure for each project- Prepare process documents for internal departments on each projectCONTENT WRITING:- Mediscribes, Inc. web site (parent company) - www.mediscribes.com- Marketing brochures for Mediscribes, Inc.- Case studies of five existing clients- End-user training modules of document management system, dictation transfer software, transcription software- Presentations for implementation meetings

Ahmedabad Area, India

Started my career at the age of 16, mastering the language of medicine, English grammar & punctuation, editorship, and reached a typing speed of 70 wpm.Worked as a medical transcriptionist, QA, proofer, editor for several companies for about 8 years. The profile consisted of transcribing and auditing medical documents at various levels for quality and accuracy. Helped and mentored junior transcriptionists, assisting with feedback, honing their transcription skills. Eventually transcended to project management once an opportunity came up to work as an Implementation Lead at Mediscribes (aka EasyTrans).

Master Of Business Administration (M.B.A.), Project Management

Bachelor'S Degree, Psychology