Managing the end to end operations of the specific health care unit of the Hospital with Business development and process changes The OPD coordination - Increasing Footfall and Revenue with focus on increasing business with unique footfall DOCTOR scheduling and revenue through a fleet of 24 coordinators and the call center - Business development through existing data base and vendor management like Practo and Just Dial Daily service transaction of the Impatient  Monitoring performance of the MOD Managing business through External branding and external vendors like Just Dial and Practo Looked into the daily end to end operations of the government sector primarily Ayushman Bharat and Swasthya Sathi from admission to discharge Maintained all OPD and IPD MIS and revenue with data base Hiring and Training – Managing the hiring of the required staff basis shortfall and organising the following Training

Operations – Call Center – Inbound & Outbound – 8 years Prepaid, Post-paid and Premium Call Centers for Kol, ROB, Gujarat, Rajasthan, MPCG, Kerala, UPE and UPW  Handling entire Prepaid and post-paid sub base and part of experience management. Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level with control need to call Ensuring continuous interaction with the internal and external customer to make sure that area of concern can be worked upon for improved service levels, ensuring minimum TAT. Focussed drive on accommodating customer needs to Self Service modes-IVR and USSD Highest revenue drive in CC operations for both 2013 and 2018 with growth of 21% YoY Handled Acquisition/ Port In campaigns with daily targets and achieved 90% of the Targets , Product upselling targets achieved 90% approximately MOM  Handling 3 National service partners for Prepaid. Monitored overall function single handed. Suggested process changes and implemented measures for stream-lining by preparing templates for written communication. Handled two transition a) Primary to BCP initial Pilot and Primary Partner transition to a new one Prepared process notes & SOP (Standard Operating Procedures) for Call Center and ensured process corrections across board  End to end Escalation handling with a solution for the stated problem TNPS/NPS handling as a hygeine and special drive and target kept to have TNPS /NPS amongst Top 3

Continued Handling the Premium Business of the Call Centre with additional responsbility

Handled Corporate role for Premium Call Centre For East and West Hub

Manged CC Operations for Kol and ROB Prepaid CC along with an Self Service IVR

Handled Vodafone Training profile for Kol and ROB Circle with a vast exposure in -Call Centre TrainingRetail TrainingOutbound and Inbound Migration and TransitionBack Office TrainingTraining Content Development