Karthik Lakshmanan Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bangalore

• Managing Entire Workforce management of the Branches of NewRo Rehab• Handling Clients Services ( Apollo, Manipal, Bhawan Mahaveer Jain Hospitals)• Manpower planning and execution across. Nursing attendants, Nurses, Doctors, and Physiotherapists. • Report to Chairman & Director regarding metrics and management of team administrative and MIS requirements.• Ensuring Process and audit compliance in servicing customers (both In-Patients and Out Patients)• Managing Patient Management System & Lead Management System for Better Conversions• Managing the Key technology requirements for NewRo Rehab for better prospects • Internal Marketing & External marketing initiatives and planning • Effectively control absenteeism and attrition within given targets and participate in attrition control programs along with Sr. Management and HR.• Communicate policies and initiatives of the organization to the teams.• Infrastructure Planning, Facility Management, Data Analysis • Managing & monitoring Customer service request and Complaints, Closure as per TAT • Management interaction on weekly, monthly and other ad-hoc calls to report on performance and initiatives to better the same.

Bangalore

• Handling all India delivery for clinician visits• Responsible for handling customer requests and complaints in accordance with company policies.• Manpower planning and execution across 4 levels. Nursing attendants, nurses, doctors and Physio therapists. • Report to COO regarding metrics and management of team administrative and MIS requirements.• Ensuring Process and audit compliance in servicing customers (both internal and external)• Providing inputs for the addition and improvement of technology to manage field force. • Management of resources to manage minimal cancellation and highest recovery in case of customer cancellation.• Effectively control absenteeism and attrition within given targets and participate in attrition control programs with along with Sr. Management and HR.• Communicate policies and initiatives of the organization to the teams.• Managing / monitoring the batching out and completion of workforce management tickets within 24 hours• Management interaction on weekly, monthly and other adhoc calls to report on performance and initiatives to better the same. Notable Milestones at Portea medical • Set up the WFM team in Portea medical • Ramped up field operations management from one city to 13 cities across India within a period of 3 months• Manage 30 locations across India and handle daily delivery of clinical services.• Have been able to improve visits per clinician from average of 2-3 t0 4-5 visits per clinician per day. • Have achieved complete automation of the request to delivery process for clinicians and have made reporting easy for the same.

Bengaluru Area, India

Notable Milestones at ING Life Insurance • Consistently achieved 100% compliance in all internal audits for the last 2 years.• Promotion to Assistant manager contact center.• Coordinator for the Pan India in terms of queries and customer contact.• Won spot awards for servicing the customer and for faster issuance.• Promotion to TL direct marketing.• Won Well done awards twice in 2012• Clearing the e-learning programs for the process at the first attempt • Consistent in achieving SLAs / KRAs in all my roles at ING• Worked on IVR (Interactive voice response) project with IT team for customer helpline and successfully launched the IVR in September 2009.• Handling a team in the role of an Assistant manager with a current team of 30 associates, 2 team leads and 2 subject matter experts.• Responsible for handling customer requests and complaints in accordance with company policies.• Report to DGM regarding metrics and management of team administrative and MIS requirements.• Ensuring Process and audit compliance in servicing customers (both internal and external)• Meeting and exceeding the Process and Project Goals (Key performance indicators) / SLAs include AHT, login hour, seat utilisation, quality for the customer services project & Productivity and turnaround time for the Provisioning team. • Effectively control absenteeism and attrition within given targets and participate in attrition control programs with along with Sr. Management and HR.• Communicate policies and initiatives of the organization to the TL/ SMEs down to CSR.• Managing / monitoring the batching out and completion of work within 24 hours• Client interaction on weekly, monthly and other adhoc calls to report on performance and initiatives to better the same.

Bangalore

• Handle Branch Underwriting as appropriated by company having an underwriting limit of 5 lakhs.• Responsible for and Instrumental in piloting HUB Underwriting in Bangalore which later took over in peninsular locations.• Coordinator for the state in terms of movement of files and issuance.• Tracking all the new business reports effectively.• As an Operations & Underwriting Executive, As a Branch In charge, • Responsible for efficiently managing Residency Road Branch which constitutes to 65% of the State Business. • Ensuring that Branch under purview is:o Process Compliant o Audit Compliant o 5S Compliant • Responsible in designing and implementing Service Processes with the team for across peninsular locations.• Conduct training on underwriting to new joiners and sales. Notable Milestones at ICICI Prudential• Successfully implemented the dishonor Hub for Bangalore. • Service Champion for the Bangalore • Single Point of Contact and service provider for Corporate Agency for Bangalore.• Won Striker of the Month award twice. Appreciations from Customers & Sales for Speedy Resolutions. Proved to be the Best Service Executive servicing the customer. Won appreciations for being the Best Service provider.• Successfully proved to be best among the Underwriters in underwriting maximum no of cases.

Bengaluru Area, India

Responsibilities:• Co-ordination – With branch executives and zonal colleagues to ensure the smooth functioning of routine activities. With Head Office people for reconciliation.• Processing and Analyzing - data of 8 branches, reports of the branches and fine-tuning them to the required standard. Trail balance• Preparing – Monthly schedules, MIS, Bank Reconciliation Statement, Daily Cash Flow Statement• Reconciliation – Current a/cs, HP accounts, SRTO bank a/cs, branches, and inter zones, BRS reconciliation, Hirer Account, asset Reconciliation, Insurance, Inter co/Inter-zone Transactions • Managing Customer queries regarding money transfer of UAE Emirates for 18 districts Accomplishments:• Received south-zone Best Executive award for 2004 – Karnataka• Received SPOT & Fast Track Awards for 2007 as Branch In-charge ICICI Prulife• Received Best Performer for the Month for June 2010- ING Life Insurance• Received Performer of the Quarter for 2016 – Portea Health care at Home

Post Graduate Diploma In Operations Management

Bachelor Of Commerce - Bcom, Finance & Operations