Customer Service Management

PRIYAM DEB

Permanent Address: Maa Durga Enterprise Building, South Jitpur, P.O Bholardabri, Alipurduar, Dist Alipurduar, Pin 736123.

Kolkata Address: 896/A, Block A, Ground Floor, Near Jaya Cinema, Lake Town, Kolkata 700089.

Present Address: Room No 007,Mens Hostel F, HCU CAMPUS, Prof. C R Rao Road, Gachibowli, Hyderabad 500046

Mob: +91-833*******(Hyd)

+91-987*******(Kol)

+91-912*******(Apd)

Resi 035**-******

Email: *************@*****.**.**

*****.*********@*****.***

An enthusiastic, diligent and competent professional with over 4 years of experience in handling Administration and Operation

Management of leading Health Care Service Provider along with Distribution and Manpower Management, capable of making a significant

contribution to the top line of the organization. Seeking a challenging position as…

Operation Manager/ Patient Service Manager / Administrator in...

HOSPITAL & HEALTHCARE / PHARMACEUTICAL SECTOR

Expertise in…

Hospital Administration

Recruitment & Training

Hospital Operation

Management Sales & Marketing

Business Development

Vendor Development

Manpower Management

Customer Service & Retention

Team Management

Profile at a Glance:

• Hardcore administrative professional with proven track record of heading the defined regions and the territory utilizing great zest

and zeal to meet deadlines and excel targets.

• Customer centric approach and strong understanding of the prevailing market conditions with proven abilities in driving team

efforts towards achievement of targets.

• Recognized for quick delivery and maintaining quality standards within the time constraints.

• A methodical, result oriented team leader possessing outstanding communication, interpersonal, organizational and time

management skills with demonstrable problem solving abilities.

• Proficient in training and mentoring a Marketing team and motivating them to achieve desired targets.

• Able to work and excel under demanding and diverse work environments.

• Previously designated as “Hospital Administrator Pan India Hospitals & Hospital Marketing Head” [Head Office] at “Thriven

Hospitals & Research Institute Pvt. Ltd.” Kolkata Head Office.

PROFESSIONAL EXPERIENCE

Thriven Hospitals & Research Institute Pvt. Ltd.

Making Healthier India

Hospital Administrator & Marketing Head (Jan 2012 onwards to May 2013)

Job Responsibilities:-

Assist in planning and implementing hospital improvements of the Hospital Vertical Branches in Pan

•

India.

Maintain the proper record (administration part of the branches, Co-ordination of all In-Patient and

•

Outpatient activities).

Co-ordination with the network hospitals.

•

Management of Medical Records Department of the Branches (Hospital Vertical).

•

Management of Stores & Branches.

•

Maintain the proper record of the Management of Traffic Movement inside the premises of the

•

Branches (Hospital Vertical).

Coordinating and resolving all operational issues of the Branches (Hospital Vertical).

•

Keep proper record of admission and discharge procedure of the Branches (Hospital Vertical).

•

Prepare reports; analyze data and makes recommendations for improving Hospital Operations and

•

solving maintenance-related problems of the branches (Hospital Vertical).

Supervise Front office, Floor, OPD, Emergency, PR activities, MRD and Bio Medical Waste

•

Handling.

Prepare SOPs and Process Flow.

•

Worked in Firstsource Solutions Limited, Kolkata as Corporate Customer Service & Retention Associate

in “Vodafone” Kolkata & Bengal Corporate (Platinum & Gold segment) In-bound process.

The key responsibilities are

End-to-end customer service Order

management Testing and trouble shooting management

Payment processing Network fault and performance and

monitoring provisioning

Escalation management Traffic monitoring Contract management

Dispute resolution Remote troubleshooting Sales management

Loyalty/retention programs Receivables and collections

Billing and collection management

Worked as a part of a nationwide NGO “Relief India Trust” for various Socio-cultural activities. Which is

a part of Accord PR & Out Sourcing.

The main activities include to facilitate better quality of life in all its realms through community

mobilization, participatory governance based on sustainable natural resource management. Thus

community participation, education, protection and promotion of environment and social capital are

central to the activities of the organization.

Arranging for distribution of medicine to children and poor in the villages where we hold our medicine

relief programs.

Founding member of RELIEF VIDYA MANDIR, for the poor needy child’s.

To make awareness among the people of the society about Organ donation, even conducting organ

donation awareness camp, Vastra-Daan-Sivir etc.

Encouraging other people irrespective of all level to join us as volunteer to help the poorer section of the

society.

Worked as a Trainee “In-Patient Ward Manager” in “APOLLO GLENEAGLES HOSPITAL,

KOLKATA” for 11 months in various Departments. E.g. Neurosurgery, Oncology, Ortho, Cardio,

Nephrology, NICU,

ICU, CCU, GITU.

● Work Profile:-

Daily rounds to the wards,

Direct interaction with patients or Patient parties,

Providing PFE (Patient & family education),

Organizing Patient discharge procedure,

Allotting bed to new patients,

All types of In-patient investigation follow-up,

Pre-Operative & Post-Operative follow-up,

Preparing Medical records of each patients,

Discharge summary follow-up.

*** One of the Key Core Team Members from Patient Service Department to Get JCIA

Accreditation for the Hospital.

● Certificates:- Certified in BLS (Basic Life Support) training conducted By Apollo Gleneagles Hospital,

Kolkata.

● Trained in IPSG (International Patient Safety Goals).

● Trained in JCIA (Joint Commission of International Accreditation) Chapters, Goals & Objectives.

Maa Durga Enterprises

…..Quality is our Strength.

Functional Responsibility:- As Business Partner.

Sales promotion.

Business Support by providing logical Concept on Market Segmentation & Catchment Population / Target Population.

Achieving targets & objectives.

Handling overall business targets of the Firm..

Developing new business by inducting variety of New & Quality Products.

Functioned as a Business Partner & advising business firm for New Projects & Implementation.

Streamlined distribution process through appointing super stockiest concept to serve interior markets with a major

minimize of transit time & cost.

Directing, monitoring & motivating the team members to achieve the individual KRA for their appraisals.

Motivating team to do the best in the market and help them to produce the best result.

Maintaining the sales data month wise and man wise.

Implementing organizational strategy properly and meet the goal sheet.

Improving team’s capability to achieve their goal sheet.

PROJECTS & TRAININGS ATTENDED

● Minor Training Project:

Departments:-

AMRI Hospital, Admission/Discharge/Out-Patient Procedure.

Dhakuria, Kolkata. In-Patient Service.

Corporate Marketing.

● Summer Training Project:

Departments:-

Apollo Gleneagles Heart Centre, Over all Patient Service

Kolkata. Corporate Marketing.

● Major Training Project:

Departments:-

Nightingale Hospital, Out-Patient & Emergency Service.

Kolkata. Public Relation.

Summer Projects during MBA (Healthcare):-

Calcutta National Medical College [ ] A Study on Utilization of Emergency Care Service.

Kolkata. Emergency & Casualty Department (CNMC&H)

PROFESSIONAL / EDUCATIONAL QUALIFICATIONS

Professional Qualification:-

Post Graduate Year CGPA Percentage University

Degree (Cumulative Grade (PLACE)

Point Average)

MBA

In Final Year 7.75 77.5% (School of

Health Care (Final Sem) Management Studies)

Administration University

Of Hyderabad

(HYDERABAD)

Degree Year DGPA Percentage University

(DEGREE GRADE (PLACE)

POINT ANALYSIS)

Bachelor in Hospital West Bengal

& Healthcare 2008 7.8 78%. University of

Administration Technology.

( KOLKATA)

Academic Qualification:

Higher Secondary Education:[W.B.C.H.S.E],[2004],

Mc William’s Higher Secondary School,

Alipurduar, West Bengal.

Board of Secondary Education:[W.B.B.S.E],[2002],

Mc William’s Higher Secondary School.

Alipurduar, West Bengal.

PERSONAL PARTICULARS

Date of Birth: 3 October,1986

rd

Languages Known: English, Bengali & Hindi

Foreign Language Known: Russian (Completed Introductory Course of Russian language (Level 1 & Level 2)

From School of Foreign language Studies, University of Hyderabad.

Well versed with MS Office, C, DOS and Internet Operation

Other Information:

Special Achievement:-

{1}

Cleared Combined Defence Services(1) Exam 2010, was conducted by UPSC to join INDIAN

ARMED FORCES as an Commissioned Officer, training to be held in Officers Training

Academy, Chennai. Written Exam was held on February 2010.

Called up to attend SSB test from Services Selection Board (Allahabad) in December 2010.

Batch NO:- HSNL38000 for SSC 93rd course, Chest No-47 (Before Screening)

Chest No-30 (Post Screening)

Cleared all Screening test & Physical Test, reached among the top 40 candidates out of more than

3lacs candidates from all over India but unable to clear in Medical test.

{2}

Appeared for “Territorial Army Officers Entry Scheme” to join INDIAN ARMED FORCES as

an Commissioned Officer, training to be held in Officers Training Academy, Chennai. Written

Exam was held on April, 2011.

Written Exam & Preliminary Interview Board (PIB TEST),Exam was conducted in five Zones of

India(Eastern, Western, Central, Northern & Southern Command).

Cleared Written Exam & Preliminary Interview Board (PIB TEST) from Eastern Command HQ,

Fort William, Kolkata & among the only 34 candidates from Eastern Command who cleared this PIB

Test from Eastern India out of more than 10 thousands application.

Represented Eastern Command in All India SSB Test in Services Selection Board (Bhopal) in July-

August, 2011.

Batch NO:- P-TRA/72478 for TA course, Chest No-76 (Before Screening)

Chest No-18 (Post Screening)

Cleared all Screening test & Physical Test, reached among the top 27 candidates from all over India

but unable to clear in Medical test Could not join Indian Armed forces.

But these two events are the most memorable moment for me as I am passionate towards Indian

Armed Forces & passionate as well to wear Olive Green uniform, who can shoulder the

responsibility to secure the life of millions of people in India.

●Extra Curricular Activities:-

1} Represented Bengal at ALL INDIA Coca Cola Cup,2001, as a player of under 14 &

16 Cricket team in Bangalore, which was organized by “KARNATAKA

INSTITUTE OF CRICKET”(K.I.O.C),Played in District & Subdivision level and ‘A’ Division and

‘B’ Division League match from Alipurduar Cricket Club Level. .

2} Completed “Chitrabhusan” (5th Year)degree on Fine Arts under the University of

“PRACHEEN KALA KENDRA, CHANDIGARH”.

● Hobbies: Listening to Music & Singing, Playing Cricket & Football, Painting & Collecting

Regular Important Updates (Economic, International & National events, Political, Social etc) from

News Paper, Magazines and Internet.

Declaration:

I Do Hereby Declare that all the information above furnished are true as per my knowledge, any false information

will be responsible for direct cancellation of my candidature.

PRIYAM DEB Date:

Place:

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