Headline

Contact Centre Operations Management Professional | Sales Head | AGM at Healthians | Ex-IBM | BeatO | Klinicapp

About

Results-oriented and experienced leader with a proven track record in CRM and Tele Sales Management, successfully leading and managing teams of 200+ professionals. Bringing over 16 years of diverse experience across BPO, Contact Center Operations, Sales Operations, Customer Service, Technical Support, Lead Generation, Client Servicing, People Management, Process Excellence, and Revenue Growth. Highly skilled in driving service excellence, sales performance, customer engagement, and operational efficiency. Demonstrated ability to build high-performing teams through effective coaching, mentoring, and leadership while maintaining a positive and professional work environment.

Location

South Delhi

Work experience

Assistant General Manager at Healthians, Sep 2024 - May 2026 · 1 yr 9 mos, Noida, Healthians is an Indian diagnostic company with its headquarters in Gurgaon, Haryana. It was incorporated in 2015 as a subsidiary of Expedient Healthcare.

Senior Manager Telesales at BeatO, May 2020 - Sep 2024 · 4 yrs 5 mos, New Delhi, Delhi, India, BeatO (Diagnostics & medicines Business) are owned and operated by Health Arx Technologies Pvt. Ltd. (“Company”), having its registered office at A-9, GF & FF, FIEE Complex Okhla Industrial Area, Phase-II New Delhi – 110020 (India). The Company is duly registered vide GST registration No. [GST NO. 07AADCH6889G1Z5] and owns and operates the services provided on and through the website and app for medicine, lab test, glucometer, testing strips & ecommerce. * Managed sales & service portfolio worth 55 crore annually.

Operations Manager at KlinicApp.com, May 2019 - Jan 2020 · 9 mos, Gurgaon, India, Klinicapp (Diagnostics Business) being the largest online health tech brand is providing diagnostic (Lab test) services at your doorstep across pan India in various cities. It includes Delhi NCR, Mumbai, Bangalore, Hyderabad, Pune, Kolkata and many more. * Managed sales & service portfolio worth 15 crore annually.

Assistant Operations Manager at Healthians.com, Nov 2016 - May 2019 · 2 yrs 7 mos, Gurgaon, India, Healthians (Diagnostics Business) is India’s largest health test @ home service, creating a new benchmark for very high quality and honest prices. * Managed sales & service portfolio with a team of 100 + folks.

Operations Team Lead at IBM, Jan 2012 - May 2016 · 4 yrs 5 mos, Bengaluru Area, India,  Operational Management: Managing the floor, adherence to schedule, Breaks, SLA & SLO’s of process.  Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.  Team meeting and development of folks.  Motivation, leadership for a team and developing future leaders.  Compiling reports on team’s performance and customer feedback.  To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently su-perior customer experience by highly knowledgeable and customer-focused agents and to act as the communica-tion conduit between Frontliners and Management. To offer creative solutions.  Delivery of team goals, service level components, quality and productivity targets & indicators.  Reporting – Reviewing, analyzing all productivity report and responsible for daily, weekly an monthly reporting.  Dispatching work as per GDF Guideline – Analyze daily work load and dispatch the work into team members equally as per their skills and priority of a particular work.  Escalation Mail box – Responsible for taking care of escalation mails of different resolvers, do RCA on each esca-lation and take appropriate action to resolve the Issue.  Monitor box to cross check that each mail had been responded on time with appropriate information, also make continues effort to reduce the volume of mailbox.  Need to provide Process Training to new hire and refresher training to existing team members.  Provide Support to all Team members to perform their routine task correctly and timely.  Participation in Client / Resolver / IBM Internal meetings and calls – Always get involved all client/resolver calls

Education

BCA, Computer Systems Networking and Telecommunications, Manav rachna college of engineering

Master of Computer Applications (MCA), Computer and Information Sciences and Support Services, Vinayaka Mission's Research Foundation - University