Deepika Suri
Floor Manager
Delhi,Delhi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Experienced [Manager] with over [8] years of experience in [Medical ]. Excellent reputation for resolving problems and improving customer satisfaction. Friendly student available for weekend, evening and holiday shifts. Considered hardworking, punctual and driven.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Customer Care Head
Prognosis laboratories
Delhi, Delhi
01.2021 - Current
- Managed team of [18] employees, overseeing hiring, training, and professional growth of employees.
- Developed team communications and information for meetings.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Responded to customer requests for test queries, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Regularly exceeded daily sales and product add-on quotas.
- Answered constant flow of customer calls with minimal wait times.
- Provided information regarding charge accounts and loyalty programs.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic and elevated sales numbers.
- Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters.
- Managed workflow between staff, coordinating documents, planning and creative material distribution.
- Established targets for social media platforms to reflect business objectives.
- Implemented successful marketing and promotional strategies worth over $[4 to 5 lacs per month] in yearly revenue.
- Identified target audiences and devised campaigns to match target demographics and optimize results.
- Worked with communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
- Coordinated appointments and meetings.
- Managed TPA section :- Dealing various channels like Book meri lab , Lab uncle , 3H care, Stemz Health , Meddi Assets , Health Assure , VT consultant , Meddi buddy , Cigna TTK , Reliance etc.
- Served customers and followed outlined steps of service
Covid Department Head
Prognosis Laboratories
Delhi, Delhi
03.2020 - Current
- Managed team of (80) employees, overseeing hiring, training, and professional growth of employees.
- Managed 45 Covid phlebotomist Team for booths collection , center collections , home collections & all ares East , west , north , south collect sample per day ( 250 ).
- Managed SRF I'd team for collect Covid testing details.
- Managed IVR (helpline).
Logistics Manager
Prognosis Laboratories
Delhi, Delhi
01.2018 - Current
- Negotiated with 45 different freight companies and received annual contracts resulting in cost savings.
- Reported customer feedback to management.
- Conducted qualitative and quantitative analysis of logistics operations to pinpoint and correct inefficiencies.
- Managed 40 phlebotomist team for home collections.
- Delivered logistic support to leverage existing resources with cost-effective savings.
- Directed collection, organization and application of field intelligence and combat data to enhance troop safety and operational success.
- Ordered, unloaded, sorted and tracked supplies and equipment needed for unit activities.
- Managed all aspects of administrative and personnel needs of ground supply operations.
- Oversaw teams planning, implementing and realigning field and base operational strategies.
Receptionist Coordinator
Prognosis Laboratories
Delhi, Delhi
06.2017 - Current
- Managed multiple tasks and met time-sensitive deadlines.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Maintained building security by monitoring logbook and issuing visitor badges.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Coordinated travel accommodations, agenda, and transportation for staff and out-of-town visitors.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Managed over 50 customer calls per day.' or, "Increased sales by 10%"
- Answered and quickly redirected large volume of calls on central system.
- Supported various administrative duties by proofreading, transcribing and invoicing.
- Corresponded with clients through email, telephone or postal mail.
- Managed over 650 calls (outbound & inbound ) customer calls per day.' or, "Increased sales by 10%.
- In Covid time managed over received 2500 customer calls per day. or, "Increased sales by 30%
TPA Coordinator
Garg hospital (East delhi)
Delhi, Delhi
04.2015 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Radiology , cardiology , urology department , IPD patient - Discharge summary and paper works .
- Managing 120 OPD's with 27 doctor's Team.
- Government departments admission :- CGHS , BSES , Delhi police , ECHS.
- TPA departments :- Star health , Apollo, ICICI Lombard etc.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Worked flexible hours; night, weekend, and holiday shifts.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exceeded goals through effective task prioritization and great work ethic.
- Led projects and analyzed data to identify opportunities for improvement.
- Drove operational improvements which resulted in savings and improved profit margins.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Increased revenue by developing key programs focused on promoting business
Reception Supervisor
Holi child nursing care
Delhi, Delhi
02.2015 - 11.2015
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Resolved customer problems and complaints.
- Answered and quickly redirected large volume of calls on central system.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Interpreted data and offered personalized recommendations for patient care.
IPD Coordinator
Surya Hospital ( Karkadooma ), East Delhi
Delhi, Delhi
03.2013 - 12.2014
- Resolved customer complaints and maintained clean and tidy checkout area.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Counted money in drawers at beginning and end of each shift.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Worked collaboratively with clinical and non-clinical team members to solve complex discharge issues.
- Directed [Discharge , Radiology , Cardiology , Urology , OPD's ] across [3] departments.
- Monitored front areas so that questions could be promptly addressed.
- Coordinated individual duties after careful evaluation of each [IPD coordinator ]'s skill level and knowledge.
- Developed annual account objectives and formalized client communications for communication of goals and plans
Education
Bachelor of Arts -
University
South West Universty 01.2015 - 12.2019
Masters in Digital Marketing -
Delhi Institute of Digital Marketing
Gurgaon 07.2021 - Current
Skills
Good listening skills
Quote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Timeline
Masters in Digital Marketing -
Delhi Institute of Digital Marketing
07.2021 - Current
Customer Care Head
Prognosis laboratories
01.2021 - Current
Covid Department Head
Prognosis Laboratories
03.2020 - Current
Logistics Manager
Prognosis Laboratories
01.2018 - Current
Receptionist Coordinator
Prognosis Laboratories
06.2017 - Current
TPA Coordinator
Garg hospital (East delhi)
04.2015 - 12.2017
Reception Supervisor
Holi child nursing care
02.2015 - 11.2015
Bachelor of Arts -
University
01.2015 - 12.2019
IPD Coordinator
Surya Hospital ( Karkadooma ), East Delhi
03.2013 - 12.2014