Anupam Brahma
Bengaluru
Summary
Dynamic Operations Manager with proven experience in healthcare operations, network expansion, and revenue growth across Even clinics and hospitals. Demonstrated success in driving business through aggregator partnerships, West Bengal OPD to IPD business optimizing operational performance, and expanding healthcare networks PAN India. Skilled in vendor negotiations, stakeholder management, and cross-functional collaboration to improve efficiency, enhance patient experience, and achieve business objectives. Adept at resolving complex operational challenges, implementing quality assurance initiatives, and leading high-performing teams in fast-paced healthcare environments. Results-oriented professional with a strong track record of delivering sustainable growth, operational excellence, and measurable business outcomes.
Overview
3
3
Languages
18
18
years of professional experience
Work History
Operations Manager
Even Healthcare Private Limited
BANGALORE
09.2021 - 08.2026
- Built and expanded a comprehensive Pan India pathology and radiology network, onboarding diagnostic partners and hospitals to strengthen service coverage and accessibility.
- Developed and closed corporate partnerships for employee health check-up programs, negotiating contracts for on-site and off-site health camps and home sample collection services across India.
- Led outreach initiatives by organizing fortnightly specialist OPD clinics across multiple districts in West Bengal, coordinating consultants from Even Hospitals and driving patient conversion from OPD to IPD for surgical and medical treatments.
- Negotiated commercial agreements with diagnostic partners, hospitals, corporate clients, and vendors to optimize pricing, service quality, and operational efficiency.
- Ensured compliance with healthcare regulations, quality standards, and organizational policies across operational activities.
- Collaborated with cross-functional teams, including clinical, sales, diagnostics, and customer support, to streamline operations and improve service delivery.
- Supervised day-to-day operations, monitored team performance, and implemented process improvements to maximize productivity and maintain high-quality standards.
- Consistently achieved monthly business and revenue targets through strategic network expansion, corporate client acquisition, aggregator partnerships and West Bengal OPD to IPD conversion business.
- Managed end-to-end client relationships, providing timely issue resolution and exceptional customer support, resulting in high client satisfaction, retention, and long-term partnerships.
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
- Negotiation expert
- Emergency response
- Customer relationship building
- Cross-functional communication
- Operational efficiency
- Quality assurance
- Network expansion
Custom
- English
- Hindi
- Bengali
- C2
- 6
- C2
- 6
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
English
Hindi
Accomplishments
- Built and successfully expanded the pathology and radiology network PAN India, strengthening diagnostic coverage and improving service accessibility.
- Established strategic partnerships with leading diagnostic centers, hospitals and healthcare providers, ensuring high-quality service delivery and operational efficiency.
- Secured multiple corporate health check-up contracts for on-site camps, off-site camps and home sample collection services across India, contributing significantly to business growth.
- Successfully launched specialist outreach OPD clinics across districts in West Bengal, increasing patient access to specialty care and improving OPD-to-IPD conversion rates.
- Consistently achieved and exceeded monthly revenue and business development targets through corporate partnerships and aggregator channels.
- Negotiated favorable commercial agreements with vendors and diagnostic partners, optimizing costs while maintaining service quality.
- Improved client satisfaction by providing timely issue resolution and proactive account management, leading to higher client retention and repeat business.
- Streamlined operational processes and strengthened cross-functional collaboration, resulting in improved productivity and service delivery.
- Ensured 100% compliance with healthcare operational standards and quality assurance protocols across managed services.
- Played a key role in expanding Even Healthcare's hospitals and healthcare service footprint across multiple cities in India.
Timeline
Operations Manager
Even Healthcare Private Limited
09.2021 - 08.2026
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