Tamkeen Farooqui profile photo 1 on Tal

Tamkeen Farooqui

Operations Leader | Project Management Professional | Business Operations | MBA in IT Project Management | Open to Work

Bengaluru

6+ years of work experience

Healthify
Aug 20232 yrs 11 mosPresent

Led a 25-member team across Retentions, Coach Support, L2 Operations, Excellence, and Customer Support functions. Achieved refund save rates of up to 95%, contributing to retention of 2% monthly organizational revenue against a target of 1%. Owned monthly finance reconciliation and MIS reporting processes covering revenue streams worth ₹50–90 Lakhs. Automated approximately 60% of support operational workflows, improving efficiency and process compliance. Increased team productivity by 3x through AI-driven workflow enhancements and operational automation. Led Intercom-to-Freshchat migration and successful rollout of a Bot-based payment link generation system. Built SOPs, governance frameworks, KPI structures, and operational processes adopted across multiple business functions. Reduced SLA breaches through proactive operational governance and escalation management frameworks.
Healthify
Mar 20221 yr 6 mosAug 2023

Managed customer escalations, operational workflows, and stakeholder coordination activities. Supported retention initiatives, SLA adherence, and customer experience improvement programs. Collaborated with cross-functional teams to improve operational efficiency and service delivery. Contributed to process standardization, reporting improvements, and workflow optimization initiatives.
Healthify
Jul 20201 yr 8 mosFeb 2022

Managed end-to-end operations for HealthifySense, the organization's Mental Wellness pilot program. Coordinated operations for 20 psychologists and 10 doctors, ensuring seamless appointment scheduling and service delivery. Managed practitioner onboarding, monthly payouts, consultation tracking, and operational governance. Collaborated with Sales teams on lead validation, revenue corrections, and incentive-related reporting. Monitored payment gateways and subscription activations to ensure revenue accountability and customer onboarding. Established operational processes and reporting frameworks that supported the growth of the vertical.

Education

Jain (Deemed-to-be University)

Master of Business Administration - MBA, Information Technology Project Management

Jain (Deemed-to-be University)

20242 yrs2026
bangalore university

Bachelor of Commerce - BCom, Accounting and Finance

bangalore university

20173 yrs2020

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Headline

Operations Leader | Project Management Professional | Business Operations | MBA in IT Project Management | Open to Work

About

• Operations Leader with 6+ years of experience in Business Operations, Customer Success, Retentions, and Process Excellence. • Currently leading cross-functional operations at Healthify, managing Retentions, Customer Support, Coach Support, L2 Operations, and Excellence functions. • Achieved 90% CSAT and 93% average refund save rate, driving customer retention and revenue protection. • Led teams of up to 25 members, focusing on performance management, coaching, and operational governance. • Improved productivity through AI-driven automation, workflow optimization, and process improvements. • Experienced in Stakeholder Management, SLA Governance, Finance Reconciliation, MIS Reporting, and Customer Experience Operations. • Six Sigma Black Belt certified and currently pursuing an MBA in IT Project Management. • Passionate about Project Management, PMO, Business Operations, and building scalable processes that drive measurable business outcomes.

Location

Bengaluru

Work experience

Operations Team Lead at Healthify, Aug 2023 - Present · 2 yrs 11 mos, Led a 25-member team across Retentions, Coach Support, L2 Operations, Excellence, and Customer Support functions. Achieved refund save rates of up to 95%, contributing to retention of 2% monthly organizational revenue against a target of 1%. Owned monthly finance reconciliation and MIS reporting processes covering revenue streams worth ₹50–90 Lakhs. Automated approximately 60% of support operational workflows, improving efficiency and process compliance. Increased team productivity by 3x through AI-driven workflow enhancements and operational automation. Led Intercom-to-Freshchat migration and successful rollout of a Bot-based payment link generation system. Built SOPs, governance frameworks, KPI structures, and operational processes adopted across multiple business functions. Reduced SLA breaches through proactive operational governance and escalation management frameworks.

Senior Customer Representative at Healthify, Mar 2022 - Aug 2023 · 1 yr 6 mos, Managed customer escalations, operational workflows, and stakeholder coordination activities. Supported retention initiatives, SLA adherence, and customer experience improvement programs. Collaborated with cross-functional teams to improve operational efficiency and service delivery. Contributed to process standardization, reporting improvements, and workflow optimization initiatives.

Operations Executive at Healthify, Jul 2020 - Feb 2022 · 1 yr 8 mos, Managed end-to-end operations for HealthifySense, the organization's Mental Wellness pilot program. Coordinated operations for 20 psychologists and 10 doctors, ensuring seamless appointment scheduling and service delivery. Managed practitioner onboarding, monthly payouts, consultation tracking, and operational governance. Collaborated with Sales teams on lead validation, revenue corrections, and incentive-related reporting. Monitored payment gateways and subscription activations to ensure revenue accountability and customer onboarding. Established operational processes and reporting frameworks that supported the growth of the vertical.

Education

Master of Business Administration - MBA, Information Technology Project Management, Jain (Deemed-to-be University)

Bachelor of Commerce - BCom, Accounting and Finance, bangalore university