Anisha Fernandes

Industry: Preventive Healthcare | Reporting to: Director

• Leading a 105+ member cross-functional team spanning Customer Care, Backend Ops, Insurance, Genetic Counseling, Corporate Relations, and Customer Relationship Executives across 300+ health care centers in domestic and 1 international center in Dubai.
• Designed and institutionalized the organization-wide KRA system, aligning team performance with business P&L objectives.
• Spearhead multi-channel customer operations, covering inbound/outbound sales, renewals, grievances, and B2B scheduling for preventive checkups via MLM and partner networks.
• Manage relationship executives deployed at partner hospitals for end-to-end patient coordination and in-patient support.
• Oversee insurance operations, including claims, rejections, and liaison with medical panels; drive compliance and service delivery.
• Direct productivity improvement and resource utilization initiatives, increasing occupancy, and reducing turnaround time (TAT).
• Collaborate with the Tech team on system enhancements to standardize processes and enable scalable growth.
• Actively contributed to ISO process implementations; Green Belt certified in Quality Management.

Industry: Telecom BPO Services | Client: Vodafone & Idea Cellular

• Led customer care and enterprise back-office operations for Vodafone’s Corporate segment and Idea’s voice & data services.
• Managed a team of 225 agents and 20 support staff, driving training, TAT, quality, and first-contact resolution performance.
• Oversaw multiple customer engagement verticals: welcome calls, collections, provisioning, sales campaigns.
• Successfully managed circle operations for Maharashtra, Mumbai and Goa.

Industry: Telecom | Reporting to: Circle Head, Retention Head (Corporate)

• Achieved an organization-low churn rate of 1.98%, pioneering customized Customer Lifecycle Management strategies.
• Led retention for the postpaid base across voluntary/involuntary churn; supervised an outbound retention team of 30.
• Rolled out early engagement initiatives (e.g., proactive welcome programs), improving first-month retention.
• Developed a segmented Mobile Number Portability retention model based on Average Revenue Per User and usage data.
• Conducted advanced churn analysis (value/time-based), optimizing dunning strategies and reducing disconnections.
• Played a strategic role in ISO audit preparedness, improving operational standards in customer lifecycle touchpoints.