Mukesh Roy Email & Phone Number

New Delhi, Dl, In

India

• Building a sustainable wellbeing ecosystem at the workplace by creating value at each touchpoint for a diversified workforce.• Serving 50+ clients across diverse sectors such as IT, BFSI, Manufacturing, Travel & Tourism, Education, Aviation, Engineering, Semiconductor, etc.• Created a framework of service excellence and governance to overcome established gaps while servicing and enriching key products and services.• Managing Corporate Health Centers at client locations offering primary care, episodic care, and emergency care.• Overseeing preventive care, lifestyle management, and wellbeing programs.• Handling 500+ resources spanning multi-location teams and end-to-end process & product management.• Leading business excellence, people excellence, experience excellence, and clinical excellence initiatives.• Ensuring operations excellence through process redesign, SOP implementation, governance, and vendor relationship management

Noida, Uttar Pradesh, India

Leading HCL Healthcare India Operations

Noida, Uttar Pradesh, India

PAN India Clinic Operation

Noida Area, India

PAN India Operation, Corporate Health Solutions

Noida Area, India

Heading clinical operation for corporate set up I.e Noida, Chennai, Bangalore and forthcoming Lucknow & Madurai.

Noida Area, India

Managing Operations for HCL Healthcare India, Shiv Nadar University India, Quest Diagnostics (USA) and MRL Admin (Merck USA) HCL Healthcare (India) : Customer Care and Sales team supporting 5 OPD Clinics based in Delhi – NCR  Quest Diagnostics (USA): QDCIS team is responsible for establishing connectivity and validating order and data flow between the Electronic Medical Records (EMR) systems residing in Physician's offices and QD's Lab information system (LIS)  MRL Admin Services (USA): Providing secretarial support to Senior Leadership in Merck Research Laboratories Shiv Nadar Foundation (India): Customer Care and Outbound supporting Shiv Nadar University, Shiv Nadar School and Vidya Gyan

Noida Area, India

Led Level 1 and Level 2 technical help desk for British Telecom supporting Telephone, Broadband and IP TV. (Span size of 168)Following are the details.a) Level 2 Broadband and TV Technical Help desk (Blended)b) Level 1 Broadband and TV Technical Help desk (Voice)c) BT Yahoo level 2 mail desk (Blended)d) Outbound and Utext (Teams) (Offline)e) BT Smart Talk Desk (Blended)f) SFI Swap Desk (Offline)g) TMC Local (Team) (Business Improvement)Site lead for Complaint Prevention Score &Utext

Noida Area, India

Captained a team which conceptualised an entry for the BT Best of India Challenge Cup, an annual event to encourage employee engagement in driving new business initiatives. The team was a finalist out from 311 entries for our idea to capture customer feedback on BT Sport, reducing dead air and developing intelligence by eliciting product feedback. This led to an improvement in Customer Satisfactions scores by 7%.Recognized by BT Director for delivering highest cost saving across all BT international sites as Site Lead for streamlining Offshore engineer home visits.Promoted to manage voice based technical help desk and back office teams.Site lead for driving One Contact Resolution, Boost Engineering and Compliance to UK Regulatory Body.

Noida Area, India

Certified as lead Operations Manager to head Offshore launch of BT Sport. Led India team for accreditation in the UK by BT Senior Management Team. India Plus was a premium engagement between HCL and to launch BT Sport to the UK Market. Key lead in BT Sports on App project delivery team. Exceeded targets and won recognition from Product General Manager for the quantity and quality of product and service improvement recommendations submitted.

Selected to launch Noida advanced case management help desk providing solutions to complex Broadband / BT TV faults and serious complaints. The help desk is outperforming all similar offshore / onshore help desks by, consistently achieving 2% above target. Successfully migrated the Tier 2 helpdesk to Noida. Delivered improved customers experience by 7%; wait time reduced from 24 to 4 hours

Delivering best in class customer service on telephone, Broadband & IP TV.Tasked to develop the challenging behaviours of B Tech. qualified new advisors. Through intensive coaching developed their behavioural and communication skills to improve customer experience and manage their expectations. Volunteered to manage the team of bottom quintile performers. Within 4 months the team achieved quintile 1 status. Many team members have gone on to become coaches and trainers.Month on Month achieved the highest evaluation score among peers for managing performance.Regularly achieved attrition bonus and recognised by HCL Senior VP.

Managing the daily performance of a team of 20 Billing and Services advisors on blended process - voice and digital care. Within 12 months team performance had reached best on site, and 2nd across BT in Digital Care Performance based on Customer Satisfactions Scores. Achieved this by developing through coaching skills and behaviours that would drive performance against KPIs. Developed Ownership, integrity, written and verbal communication skills as well as process knowledge.

Provided excellent customer service to UK Customers on blended voice / digital process. Consistently achieved targets.Received Best Advisor Awarded 12 months out of 17 months which remains an HCL record

Post Graduation Diploma In Management, Operations Management And Supervision

It's imperative to continiously upskill youself to sustain in the competitive environment

Graduation, Geography Honours

Senior Secondary, Cbse, 1 -12

This enabled me to devolp a natural talent of mingling well with people despite of language and cultural difference.