Anuj Khanna
Bangalore
Summary
Results-driven problem solver with a track record of success in product development, cost optimisation, experience design and operations.
With 4 years of experience at Practo and 3 years co-founding and running a start-up, I bring a unique perspective and a diverse skill set to any team.
My passion lies in working with a founder's mindset, and I am eager to find an organization that values innovation, creativity, and collaboration.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Associate Director - Experience
Practo
Bangalore
10.2021 - 12.2022
- Led Customer Advocacy, CSAT and NPS with Product, Operations, and Leadership teams to improve Practo NPS by 30%
- Strategized with analytics team to connect NPS, retention, CSAT and cancellations to drive potential revenue growth of 4 cr. p.a
- Led revamp of “Support” at Practo to improve quality of Bot and people support by more than 35% while reducing 60% costs.
- Led all leadership forums with CEO, founders and Business heads on driving CSAT and NPS at organization level.
- Designed Product and Ops OKRs related to CSAT and NPS while driving weekly forums for achieving goals.
Senior Manager
Practo
Bengaluru
01.2020 - 09.2022
- Led strategy for Teleconsultations and Diagnostics at home for over 2M consumers during COVID-19.
- Achieved 30% relative increase in CSAT and 70+% relative reduction in cancellations of Teleconsults through quality control and control tower processes.
- Increased total video consultations on platform by 75% through strategic initiatives.
- Achieved 4x growth in diagnostics business through Annual Operating Plan.
- Improved CSAT by 35% and reduced cancellations by 39% by setting up Practo's own fleet of phlebotomists and runners.
Product Manager
Practo
Bangalore
11.2018 - 12.2019
- 60% conversion growth through funnel and product content improvements
- Increased online transactions by 200% to reduce cash collection risks and expenses
- Improved medicine delivery contribution margin by 70%
- Launched diagnostic services in 14 additional cities handling vendor integrations
- Improved product homepage TOF by 33% and conversion by 28%
Co-founder and CEO
Tested Healthcare
Hyderabad
07.2015 - 10.2018
- Led the company from 1-member team with 2 orders/week to 32-member team with more than 120 orders/day while generating a top line of Rs 2.5 Cr/F.Y
- Strategy and execution for technological platforms including a master backend, backend application for phlebotomists, front end mobile application and clinic interface
- Overlooked all aspects relating to Finances, Compliance, H.R, Operations, Sales, Admin and Customer Care
- Tested delivered to 40,000+ customers maintaining delivery rate of above 95% while retaining 60% of its customers and showing 50%+ growth quarter on quarter.
Director, Global
AIESEC India
Mumbai
01.2005 - 06.2014
- Led a team of 700 members and 900 interns from 30 countries providing strategic inputs for growth, operations and quality (NPS)
- Lead sales team generating revenue of $400,000 or INR 2.4 crores by launching new products and creating demand vs supply awareness in team members.
- Delivered physical and virtual training at national and international level to 5000 members
Education
B.Com (Hons) - Commerce
Indian Institute of Management And Commerce
Hyderabad 06.2010 - 05.2013
Skills
Customer Experience Design
NPS
Product Management
Operations Strategy
Annual Planning
Team Management and Leadership
Business planning
Profitability improvement
Certification
Product Management Certification - Duke CE
Timeline
Design Thinking for Innovation - UVA Darden
05-2023
Associate Director - Experience
Practo
10.2021 - 12.2022
Product Management Certification - Duke CE
06-2020
Senior Manager
Practo
01.2020 - 09.2022
Product Manager
Practo
11.2018 - 12.2019
Co-founder and CEO
Tested Healthcare
07.2015 - 10.2018
B.Com (Hons) - Commerce
Indian Institute of Management And Commerce
06.2010 - 05.2013
Director, Global
AIESEC India
01.2005 - 06.2014