Anupam Brahma
Bengaluru
Summary
Dynamic Operations Manager with proven expertise in healthcare operations at Even Healthcare Private Limited. Skilled in vendor negotiation and cross-functional communication, I successfully enhanced operational efficiency and customer satisfaction. Recognized for resolving complex issues and implementing quality assurance measures, I drive impactful results in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Operations Manager
Even Healthcare Private Limited
BANGALORE
09.2021 - Current
- Build the complete pathology and radiology network for Even Healthcare, PAN India.
- To meet with corporate clients to close the health check-up packages for on-site and home collections.
- Used to close the deal with the client after negotiating for on-site health check-ups, home collections (pathology) for PAN India, etc.
- Monitored compliance with regulatory standards in healthcare operations.
- Facilitated communication between departments to support collaborative efforts.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Responded to information requests from superiors, providing specific documentation.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for health check-up camps.
- Measured and reviewed performance via KPIs and metrics.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Customer Care Representative
Next Level Business Services (NLB Services) India Pvt. Ltd.
Kolkata
01.2019 - 09.2021
- Company Overview: Next Level Business Solutions, Pvt. Ltd.
- (U.S. Process - Mondelez India Private Limited).
- Provided information to drivers regarding loads to be delivered.
- Creating loads through the biller by adding the codes.
- Replying to the client's email regarding the loads and escalation.
- Talking to the BNSF Logistics team to ensure that the loads are delivered on time.
- Tracking and giving real-time updates to the Mondelez team (U.S. team) regarding the logistics movement.
- Talking to drivers once there was a delay in delivering the loads.
- Updated the CRM on a real-time basis.
- To perform a quality check on every past load that was created 12 hours ago.
- If an error is found, it needs to be updated to the client through emails.
- Documented customer interactions in the CRM system accurately.
Senior Customer Service Associate
On Process Technology India Pvt. Ltd.
Kolkata
08.2015 - 08.2018
- Company Overview: OnProcess Technology Private Limited.
- (Comcast US Telecom Process)
- Collaborated with cross-functional teams to implement process enhancements.
- Provided mentorship to junior staff on process management techniques.
- Performed root cause analysis on process issues, developed corrective action plans, and monitored results.
- Resolved customer complaints quickly by identifying root causes of issues and taking appropriate actions.
- Analyzed existing processes and identified areas for improvement, making recommendations for changes where necessary.
- Monitored progress towards defined goals, providing feedback when necessary.
Senior Customer Service Associate
Wipro BPO Ltd.
Kolkata
07.2011 - 03.2014
- Company Overview: Wipro BPO Ltd.
- (Talk - Talk UK Telecom Process)
- Resolved complex customer inquiries through effective communication and problem-solving skills.
- Mentored junior associates to enhance service quality and team performance.
- Documented customer interactions accurately in the company's CRM system for future reference.
- Worked closely with other departments to resolve customer issues in a timely manner.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Updated customer information into account databases for future use.
- Assisted customers with billing, troubleshooting and account issues.
- Reported any unresolved product issues or discrepancies to supervisor immediately.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Educated customers about products, pricing and policies to address and resolve issues.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Associate
First source Solutions Pvt. Ltd.
Kolkata
09.2008 - 11.2009
- Company Overview: FirstSource Solutions, Pvt. Ltd.
- Domestic (Vodafone) process.
- Assisted customers with inquiries and product-related issues.
- Handled escalated complaints and ensured satisfactory resolutions.
- Utilized CRM software to track customer interactions and feedback.
- Analyzed customer feedback to identify trends and areas for improvement.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Maintained up-to-date knowledge of product lines, pricing plans, warranties.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Education
High School Diploma -
Krishnagar Academy
Krishnagar, Nadia04-2007
Associate of Arts - Humanities
Krishnagar Academy
Krishnagar, Nadia04-2005
Skills
- Completed basic course (MS Office)
- Healthcare operations
- Vendor negotiation
- Customer relationship management
- Issue resolution
- Problem solving
- Vendor sourcing
- Operations management
- Supply chain logistics
- Negotiations expert
- Emergency response
- Cross-functional communication
- Operational efficiency
- Quality assurance
Languages
- English
- Hindi
- Bengali
Hobbies and Interests
- Listening to music
- Making new friends
- Problem solving expression
- Playing cricket
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge and belief
Career Interest
Interested in improving customer experiences and building strong relationships with clients
Passionate about improving healthcare systems and making healthcare services more accessible and efficient
Aspiring to take on leadership roles and manage cross-functional teams
Personal Information
- Father's name: Late Ashoke Kumar Brahma
- Date of birth: 01/27/88
- Gender: Male
- Nationality: Indian
- Marital status: Married
- Religion: Hinduism
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Accomplishments
- Brought 25 lakhs in revenue for the fourth quarter (FY 2024-2025) for Even Clinics
- Received satisfaction emails from clients regarding the service and for maintaining TAT
- Received appraisal from manager in network expansion pan India within the TAT
- I had been awarded thrice in four years for exceeding targets within the TAT
Timeline
Operations Manager
Even Healthcare Private Limited
09.2021 - Current
Customer Care Representative
Next Level Business Services (NLB Services) India Pvt. Ltd.
01.2019 - 09.2021
Senior Customer Service Associate
On Process Technology India Pvt. Ltd.
08.2015 - 08.2018
Senior Customer Service Associate
Wipro BPO Ltd.
07.2011 - 03.2014
Customer Service Associate
First source Solutions Pvt. Ltd.
09.2008 - 11.2009
High School Diploma -
Krishnagar Academy
Associate of Arts - Humanities
Krishnagar Academy
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