General Manager International Business
Resume:
Prachi Karkhanis
Chauhan
HEALTHCARE SPECIALIST
ABOUT ME
Customer-oriented General Manager with 20+ years of experience focused on increasing revenues and expanding margins. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. CONTACT
***************@**********.***
401, Raj Residency, Plot No-26,
Sec-19, Kharghar, Navi Mumbai,
410210
EXPERIENCE
SENIOR GENERAL MANAGER - MEDICAL TOURISM-
INTERNATIONAL BUSINESS
DIGICORE TECHNOLOGIES PVT. LTD (CLINICSPOTS)
July 2018 – March 2024
Heading Sales, Operations and Collections - Medical Tourism International Business:
• Working closely with CEO & Management for the revenue growth of MT process month on month.
• Responsible for driving and achieving individual & team Sales targets each month.
• Ensuring the business collection from all the tie-up hospitals each month and achieve the projected collection revenue.
• Responsible for risk management associated with medical travels arriving in India.
• Managing escalations and clash resolution between the company & hospitals.
• Managing the offline partner and associated business with him from Bangladesh.
• Handle all the operational issues of the team.
• Managing the team of medical counselors (7-10 callers).
• Data management, initiating and taking periodic reviews, team briefings, hospital visits and related activities. FRANCHISEE OWNER
RELIANCE COMMUNICATIONS LTD
2013 - 2017
Owned Reliance Franchisee by the name: Sai Prabhu Yash Teleworld:
• Achieving Sales & Service targets.
• Handling Walk in Irate customers and resolving their issues in sync with the management.
• Adhere to Quality Standards of the Franchisee module. SKILLS
• Computer Skills - MS Office
• Sales & Collections Expertise
Operations Management
• Team Leader, effective
Coaching, and mentoring
• Exceptional interpersonal
communication
• Deadline-oriented
EDUCATION
Bachelor Of Arts
BA In Political Science 2001
AWARDS/CERTIFICATIONS
May 2022 - Organizational Pillar
Award
Feb 2022 - Star performance
Award
• Maintain & achieve Customer Satisfaction (C-sat) scores.
• Maintain & achieve SR & Complaints satisfaction scores.
• Training to the executives for daily updates on products & process
• Soft and Hard Collection Process
• In-house Tele-calling Process
• Second Level Retention Process
• Front desk Management
• Overall Franchisee Management.
ASST. MANAGER
TATA TELESERVICES (MAHARASHTRA) LIMITED
2002 – 2013
Heading Bill Delivery & Complaint On Bill Delivery Process Mumbai Circle:
• Monitoring & maintaining the Bill Delivery SLA.
• Managing & Coordinating with the Courier agencies for timely Bill delivery & getting the feedback for updating the same in Customer relation management package.
• Analysis on the non-delivery data.
• Handling the SR's and Complaints related to the Bill Delivery & adhering to the SLA's.
• Vendor management & processing of invoice for all the co- partners with the respective process.
Soft Collection Process Mumbai Circle:
• Ensuring the collections before due date through Out-calling agency.
• Managing the Out-calling agency involved in the process of collection.
• End to end resolution to be given to the customer to ensure less flow to the higher collection bucket.
• Analysis on the collection trend in the pre-due date bucket. Centralized Backend Management for Mumbai Circle:
• Monitoring the Service Level Agreements (SLA) for the request & complaints raised.
• Involved in achieving the Turn Around Time (TAT) by getting the correct follow-up's done with the respective departments for timely resolution to the customer.
• Managing the agency involved in the closure of the request
& complaints.
Call Centre management Maharashtra Circle:
• Monitoring the reports and daily dashboards for all the centres.
• Ensuring coordination between the company process & the call centre.
• Quality check management at the call centre.
Nodal Desk Management Mumbai Circle:
• Responding to the e-mails sent at the Nodal desk.
• Ensuring timely resolution to the customers concerns.
• Rolling out Corrective Action & Preventive Action on the concerns, thus by ensuring no repeat on the same.
Service Excellence Management Mumbai Circle:
• Rolling out the project on Customer Charter.
• Reconciliation of the complaints falling beyond the SLA of the Customer.
Feb 2019 - Star performance
Award
Aug 2019 - Achievement of
Organizational Goal
Mar 2013 - Certificate for Best
QUICK Project on Complaint On Bill
Not Received
Mar 2010 - Certificate for
Streamlining the Nodal E-mail
Process
Mar 2008 - Long Term Service
Award
LANGUAGES
Speak, Read & Write:
Marathi, English & Hindi
HOBBIES
Food & Travel
Learning Languages
Music - Especially Spiritual Music
ACCOMPLISHMENTS
Successfully helped the
organization achieve
remarkable revenue growth,
increasing from 16 lakhs to 35
lakhs during my tenure.
Led the team within a year of
joining thus helping the
management to concentrate
on the growth of the
company.
• Ensuring penalty is levied on the team/person responsible for the delay.
• KASH score & agency management.
• Reading the VOCs of the customers & rolling out of report on the customer satisfaction to the management.
• Handling the outsourced Quality agency & ensuring smooth function on the process.
• Ensuring the invoice clearance of the agency each month. Heading Quality Assurance Team Mumbai & Maharashtra Circle:
• Team handling of 7 QE's & ensuring correct audits are done by them.
• Mystery checking on the audits done by the QE's & providing weekly feedback to the team.
• Handling the Audits for BPO's & assisting them in improvising the quality.
• Conducting Phone watch and Barge In for the call centres.
• Providing regular feedback to BPO's.
• Preparing scripts for the BPO's on the observations identified in the audits.
• Preparing weekly, fortnightly & monthly Audit Reports.
• Conducting regular Calibrations at the BPO and provide training on the aspects which needs improvement thereby improving their quality & customer satisfaction.
• Arranging for monthly reviews with various BPO's & the process leads.
Commencement of In sourced Management Office (IMO):
• Involved in training of the agents on the several outbound processes at IMO.
• Preparing scripts for different processes for agents thus by helping them to communicate with the customers.
• Commencing the Quality activity in IMO.
• Providing one to one feedback to the agents for
appreciating their good work & helping them to understand the improvement areas.
• Managing & Handling the Recording System in IMO.
• Handling escalation SR Audits & Analysis.
• Responsible for commencing the below activity:
• a) Close looping outcall activity.
• b) Customer Satisfaction outcall activity.
• c) First bill explanation outcall activity.
• d) Welcome call outcall activity.
• Prepaid Call Centre setup activity.
• Conducted product & process training for the respective Call Centres & new activities commenced.
Worked as executive & handling calls at the in-house call centre:
• Interacting with the Customer as an inbound team and convincing them about the product.
• Handling Information, Complaint & Billing Calls.
• Handling Trunk desk.
• Escalation management in the absence of TL's or influx of the escalation calls.
• Addressing the walk-in customers & resolving their queries & issues.
• Auditing the Internal System Entries done by the agents.
• Reconciliation & Analysis of the Audited Report.
• Interacting with customer as outbound team also and giving them resolutions.
• Co-coordinating with different departments and getting the right solution thus convincing and satisfying the customers.
By implementing data-driven
charts and streamlined
processes, I facilitated quick
and efficient reviews of
individual performance and
process revenues, benefiting
both the team and the
organization.
CUSTOMER SUPPORT EXECUTIVE
GARUDA AUTOMOBILES LIMITED
2000 – 2001
• Placing and logging in orders
• Interacting with the vendors about the orders
• Handling company and customer accounts & resolving their issues.
REFERENCES
Can be provided upon request.
Contact this candidate