Customer Service Management

Curriculum Vitae

Narendra.K

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

Mobile no: +91-990*******

CAREER OBJECTIVE

To emerge as an Hospital Administrator by working in a challenging position, which would require my educational qualification, experience and expand my knowledge, to make myself an important part of the organization by achieving the given goals and target.

CAREER SUMMARY

Skilled, well-trained, and expert in handling various critical areas, about 9 years of complete experience in the Health Care industry.

EDUCATIONAL QUALIFICATION

BA (Economics) from K.L.E.Societies S.Nijalingappa College, University of Bangalore in 2006.

Pre-University Course from K.L.E.Societies S.Nijalingappa College, University of Bangalore in 2003.

SSLC from New Horizon Public School under Karnataka secondary examination Board in 1996.

Masters of Business Administration in Operations Management from Sikkim Manipal University 2014

OTHER QUALIFICATION

Operating System: Windows 95/ 98/ 2000, Windows XP Home, Professional & Media Centre, Windows Vista & Windows7.

Software Skills: MS DOS, MS Office Suit (2007), CRM, HMS Adobe Photoshop, Internet Applications

PROFESSIONAL EXPERIENCE

Currently working at Apollo Hospitals Bangalore, as Assistant Manager Operations

Started carrier in August 2006 as Customer Relation Coordinator promoted to Junior Executive and as

Executive - Operations

Implementing quality standards and protocols for proper functioning of respective departments

Manpower Planning

Facility Management, planning for annual maintenance plan for each functional areas like OPD, Inpatient Wards, Dialysis, OT, ICU s etc stage by stage so as to make sure the facility is updated as per requirements and usability without disturbing the day to day activities

Complaint / Grievance Handling with various stake holders like Consultants, Staffs and also Customers so as to discuss with the Management to make necessary changes and necessary actions to rectify.

Coordinating Front Office, Out Patient Departments and Wards, with respect of improving customer service level by setting targets and implementing procedures.

Timely modification, assistance provided for operations department SOP s.

Designing the process enhancing models to comply with high stands of service delivery.

Ensure patient delight drive across all operational service areas through regular audits and training the concerned personnel.

Channelizing operational communication between management & Consultants.

Sharing of views and brainstorming with the entire operational team and senior management.

Coordinating for continuous training for staffs in terms of soft skills, customers handling & stress management.

Operations OT and Critical Care Areas

Planning, coordinating, integrating and facilitating of doctors, technicians, Housekeeping department, OT pharmacy, Transport, Biomedical Department, OT stores and nursing care in the Operating Theatres

Allocation of OT s specialty wise as instructed from Medical Services office

Planning the OR Complex according to the requirement as per specialty wise, by discussing with various end users like Surgeons, Nurses, Anesthesiologist etc

Co-ordinate with the Projects Team so as to make sure it suits the facility for all operational activities

Co-coordinating with all stake holders like Admission desk, Insurance Desk, Billing dept etc for accommodating more number of surgery cases

Patient quarries and grievance handling

Training and guiding the new trainees from Operations dept

Make sure the optimum utilization of all medical equipment in OT

PROFESSIONAL ACHIEVEMENTS:

Awarded Best Employee of the year twice 2007-2008 and 2008-2009

PROFESSIONAL DEVELOPMENT:

Attended training modules on Healthcare management, Customer satisfaction skills, Team building and Human resource Development

Conducted Training programs on Innovations, Team building practices, Analytical Skills, problem solving approaches. Telephone etiquettes etc

PROFESSIONAL SKILLS:

Customer Relationship Management.

Public Relation Skills.

Team player

Communication Skill.

Innovativeness.

Problem Resolving Ability.

PERSONAL DETAILS

I, Narendra.K hereby state the all the details provided above are true to the best of my knowledge and belief.

Date : / / 2015

Place : Bangalore

Narendra.K

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